I am an AT&T employee who has been carrying this phone for over 8 months. In fact, my two brothers and my dad also upgraded to the W580 in December at the same time I did and we have never cracked any buttons. We have two black phones and two gray phones between the four of us. My cousin, also my co-worker, got his wife a pink W580 around January.
We have seen many of these phones returned and/or exchanged through warranty because of the buttons cracking. What we've noticed is that nearly all of the returned phones were either pink or white with a only 2 or 3 being black. My cousin says that he is pretty sure that the phones returned to our store for the buttons have only been by females. His wife has had hers replaced a several times and... (continues)
Great post! I agree completely with the fingernail theory. I also work for a wireless provider and have only seen white and pink 580's returned. A coworker and I both carried urban grey w580i's for over 6 months and neither of us (males) had any problems with cracked keys.
The keys will crack if you press hard on them with long fingernails. Good phone, but Sony Ericsson hopefully has addressed this design flaw with newer handsets.