I figured you guys might get a kick out of this. I went to the Sprint site to start looking at plans and phones so I could get my wife on something until the Hero comes out. Against my better judgement I decided to use the chat feature to see how I could arrange my contract so my wife starts her line first, and then I add the Hero when it comes out. Well, here's how it went: Your chat transcript: This is an automated email. Please do not respond to this email address as it does not accept incoming email. Agent: Thank you for visiting Sprint. What questions can I answer for you today? You: HI Jessica. I have a few questions about starting a new account and what not. Agent: Hello,Sure, I can certainly help you with the new information. Agent: Let's move this chat to the bottom of the window. It will be out of the way and I can stay with you in case you have any questions or any concerns. Just click on the "Yes" button below and we can continue. Agent: Simply click on the white "Yes" button below and we can continue. Agent: Thanks. Just to check, are you a current Sprint customer? You: Nope. You: Not yet. Agent: Okay. You: I' Agent: You will need to take the phone and plan at 2 year contract. You: I understand that part. Agent: Are you looking to buy new phone with new plan? You: I'll be opening a new account that will become a family account. You: I am. Agent: Okay. You: I'm interested in the HTC Hero but I'll have to get another phone prior to that as well. You: So, I'm curious how I go about doing that. Agent: HTC Hero is not available at this time. You: Right. But it will be available Oct 11th correct? Agent: Please select the Phone "Buy with new plan". Agent: Sorry, i don't have sprint future release information. You: Sprint | Coming soon. Only from Sprint. The HTC Hero? with Google. You: That's the Sprint site listing the HTC Hero release information. Agent: One moment please. Agent: Please select the Phone and sorry i don't commit on the HTC Hero information. Agent: Is everything OK? You: I apologize for wasting your time. I'll just call the Sprint Customer Service department tomorrow and reference this conversation. Seeing as how the information has been released to the public by Sprint and phones are now available for pre-order through BestBuy, I feel that I'll receive better assistance from a more knowledgeble source. Agent: Sorry, I sincerely apologize for the inconvenience that is faced by you. Agent: This phone is not available at this time. Agent: Is there anything else I can help you with today? Agent: For additional Sprint information, device ratings and reviews, please visit Community.Sprint.com. Thank you for visiting Sprint.com. Have a great day. Crazy 'eh? It wasn't like I was trying to get the Hero... I was just trying to plan how to get it and make it all work. Oh well, I'll just call and talk to someone who knows what they're talking about.