Whether the case is the problem or not remains to be seen, but I'm with you, I've never had a case or screen protector on any of my phones and had no issues. Maybe I'll convince her to give up the case, but it's such a pretty blue and she loves blue, LOL.
Current: Droid Incredible
Family: 2 more Incredibles and a Stratosphere
Past: Palm Centro, Samsung i730, Palm Treo 600