After the NJ trip, I went to a Sprint repair place to get my phone fixed or exchanged. Except their repair department had closed ~30 minutes before we got there. The people there were really rude, so I called Sprint when we got back to the house to let them know the state of my phone and my annoyance at the treatment I got. Sprint offered to ship a new phone out. I said yes, and asked to have it sent overnight. Four days later, they shipped the phone.
I sent back the funky phone after I was sure that the new one was working properly. About a week later, I got a call saying that my phone return had been received. The actual message was startling, so I called. After talking to the rep for a bit, she agreed to credit me for the overnight fees.
About 2 weeks go past. I checked my account online and discovered that I've been charged for the new phone. I used Sprint's text chat to talk to someone and, after an hour, she said that the accounts department had refunded me the cost of the phone ($600+) and I should check the web site in 24 hours.
Four days later I checked and the phone charge was still there. I called Sprint and talked to someone for 40 minutes. He said he'd have a credit issued for the phone and the shipping charges. 24 hours later, there was still the shipping charges left (plus I found another $18 charge for something like "phone upgrade") so I called again.
Eight minutes later, the person who I was talking to sent me an email that stated that I was being issued a credit for $30.80 (shipping plus $18 charge). I checked the Sprint site today, and lo! The balance for this month is finally correct.
So while I'm still incredibly annoyed by how much Sprint wasted my time, I'm not switching phone carriers yet. My contact isn't up until September, so it would cost me $200 to bail on Sprint.
That was the most frustrated I've been with them in ages. Probably since I changed my phone number after I moved to MA. That was rough going, but not as bad as this was.
I'll still be shopping around for a new phone and phone service, but there's time.