That's all they really know how to do. A lot of reps are pretty ignorant when it comes to phones.
Like Merf said, a Master reset should do the trick
Quote:
1. Pull the battery if necessary to power down the phone
2. Re-install the battery
3. Hold down the Home and Back keys and press the power button briefly, keeping the Home and Back keys pressed
4. The phone will boot to a white screen with some green text. Below that, you will see CLEAR STORAGE in purple.
under that you will see "Delete all user data?" <ACTION> Yes - <POWER> No
5. Choose Yes by clicking the track ball (this is the ACTION. You can also choose not to proceed by pressing the POWER button
Remember...this is a MASTER RESET, and will set your phone back to the way it left the factory. It will delete everything on the phone
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