I ran into the same problem. Sort of. As mentioned above, Rogers shipped me the wrong iPhone model. Unlike any other phone they sell, where they ship you a replacement and you ship them back the phone for return, Rogers will not ship an iPhone replacement without first getting back the original phone. Kind of a pain if you ask me.I took my phone into the wireless wave where I bought it, they agreed the cracks weren't my fault and said I had to phone rogers and they'd overnight me a new one.
Not that easy, after being on hold for an hour then getting my call dropped and calling back the rogers rep told me I had to now call apple. He said if they replace my phone and ship the cracked one into apple, and apple says it was user caused damage then rogers has to pay for my replacement, which of course won't fly if the phone is still working. I'm supposed to call apple, tell them about the cracks and if they approve a replacement, they give me a reference number and I'm supposed to call rogers back and give them that reference number so they verify the approval by apple and ship me a phone.
I wished we lived in some crazy world where the store could just replace the defective back plate with a new one and I could be on my way.
It only took me about 72 minutes to finally process the return. Now I'll just cross my fingers and hope they ship the right iPhone!