Getting hourglass simbal insted of pictures in organizer prob stated with elm 9 changed to elm 12 no help tried recover and repair no help?

The Problem started  in may during a large download now any pictures put in organizer has hourglss  symbal

My daughter has had her Razr for about 9 months now.  About two weeks ago she picked up her phone in the morning on her way to school when she noticed two cracks, both starting at the camera lens. One goes completely to the bottom and the other goes sharply to the side. She has never dropped it and me and my husband went over it with a fine tooth comb. We looked under a magnifying glass and could no find any reason for the glass to crack. Not one ding, scratch or bang. Our daughter really takes good care of her stuff, but we still wanted to make sure before we sent it in for repairs. Well we did and we got a reply from Motorola with a picture of the cracks saying this was customer abuse and that it is not covered under warranty. Even though they did not find any physical damage to back it up. Well I e-mailed them back and told them I did a little research and found pages of people having the same problems. Well I did not hear from them until I received a notice from Fed Ex that they were sending the phone back. NOT FIXED!!! I went to look up why and guess what there is no case open any more for the phone. It has been wiped clean. I put in the RMA # it comes back not found, I put in the ID #, the SN# and all comes back not found. Yet a day earlier all the info was there. I know there is a lot more people like me and all of you, but they just don't want to be bothered so they pay to have it fix, just to have it do it again. Unless they have found the problem and only fixing it on a customer pay only set up. I am furious and will not be recommending this phone to anyone. And to think I was considering this phone for my next up grade! NOT!!!!

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      rdi: 0x00006080001d31a0  rsi: 0x0000000000000000  rbp: 0x00007fff52f7d860  rsp: 0x00007fff52f7d830
       r8: 0x00007fff52f7d9d8   r9: 0x00007fff52f7d9a0  r10: 0x0000000000000000  r11: 0x0000000110825b90
      r12: 0x00007fff52f7d9a0  r13: 0x00007fff52f7e0e8  r14: 0x00007fff52f7d8c0  r15: 0x00006080000b4460
      rip: 0x0000000110825ba6  rfl: 0x0000000000010206  cr2: 0x0000000000000000
    Logical CPU:     1
    Error Code:      0x00000004
    Trap Number:     14

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