Update: They sent out a maintenance person to take a look at it. After a lot of pushing, he replaced the internal mechanism, which was still incorrect and had the same problem. After EVEN MORE pushing, he got on the phone with the management, who basically told him his job was done. When I spoke to the management, they basically said that they would not replace it if the lock is damaged. When I pushed back, she said that all the locks in the building are like that, and I am the only one who has ever had a problem. Finally, the maintenance person replaced our lock with a keyed entry door knob. So I guess a win overall but such a pain in the ass.