With the recent insurge of PM's and posts regarding broken instruments I think a topic regarding EA's policy on how to deal with broken instruments.
First of all, you shouldn't take your instruments back to the retail store, if you read the notice right on the top of the box when you opened it you know this. To get a replacement instrument you need to go to EA's warranty pageLink
Follow the dialogs and answer the questions. You'll come to a page in which it asks you about standard or express shipping. Standard shipping goes as follows; They ship you a box for your instrument via 2 day air shipping. You put the instrument in that box and mail it back and within the next week or two you'll be rocking in the free world once again.
The second option is the express shipping. Express shipping requires a credit card. Nothing will be charged to the credit card if you follow directions.
If you choose to use express, a charge of $120 will be put on your credit card, but you wont have to pay it if you follow the next step. EA will ship you a brand new instrument, without you needing to ship yours first. This is where that charge comes in, you MUST ship your instrument back within the next 2 days of you getting your instrument, lest that charge be put on your bill. This charge is to prevent people from getting "free" instruments or to simply cheat the system.
If you'd rather not give your credit card information over the intranet, you can also use their support line 1 (650) 628-1001
In my dealings with then, their support is first rate.