You are out of your mind. You have a $600 piece of hardware in your hand. And they are sending you a second $600 piece of hardware, with absolutely no guarantee that you will return the first or any confirmation that the first is damaged. So they are currently out $1000 ($1200 minus the $200 you have paid so far). That sounds generous to me. Your expectations are HIGHLY unrealistic. What they are offering you is standard policy for internet vendors of good customer service reputation. They are not requiring your allegedly defective Droid back in their hot little hands before sending you a new one. That is decent customer service.