Motorola E815 / E816 Hollywood

A friend of mine purchased a E815 on my recommendation so I could help with settings. Turns out the Menu Key doesn't bring up the Main Menu but brings up Media Gallery menu instead. There doesn't seem to be any other way to get to the Main Menu to change any settings. Motorola Customer Support said to bring it back to Verizon for an exchange, but before having to deal with the two-hour + ordeal, I thought it couldn't hurt to ask first if anyone has seen this problem before and if there's a quick resolution?

Thanks,