[dub24]

With this specific problem they would most likely want to try a hard reset first and attempt to clean the keypad. If this didn't solve the problem, the would issue you a replacement a $0 (if you do have ESRP) as long as the phone is not liquid or physical damaged.

As for the refurbished argument...Refurbished phones come from 2 places. The first is when someone does a 30 day exchange to a different phone or returns the phone all together. These are mostly considered "preowneds". The second place they come from is if someone returns a phone with a defect, it is sent back to the manufacturer and they replaced the faulty part and 9 times out of 10 the case as well. Then every other component is tested and if p***** it becomes a "recon" or reconditioned phone (refurbished).

Hope that makes things a little easier to understand :P