HA! HA! LMAO!
I have experienced the same thing with Sprint, ATT, and VZ. I have stopped fighting it b/c it isn't worth my aggravation. They all have to go through every troubleshooting step even if it makes no sense. I just go along with what they tell me to do and sometimes I do it and sometimes I don't then I wait for them to ship me a new phone. I had to do that 3 times with ATT and the RAZR I had with them. Finally I got them to ship me a different phone for free. It can be very frustrating!