Here's my story (took place from 10:30 this morning to 2:30 this afternoon). And so you know, I don't have insurance on my phone. My issue was dust under my screen. My ultimate goal was to get a new phone (refurb or not) because unless mine is actually fixed, I will still have problems. I did an online chat with tech support to see what they had to say about the issue. They told me to bring my phone to the nearest Sprint store where they would clean it and install a "dust shield". No problems there. I brought it to the store and they told me I had to take it to a corporate store/repair center. Annoying, but no big deal. I took it to the store (about 13 miles vs. the 2mi to my closest store) and the guy there was an absolute jerk. He told me that while they could clean some of it, there would still be dust and it will come back. I then tried to argue the fact that why won't they replace it if it is an irreparable problem. He told me that it was cosmetic so they wouldn't replace it, just attempt to clean it. I also asked about the "dust shield" and he said he nor the tech had ever heard of such a thing. I waited about 10 minutes and the guy brought my phone back to me admitting that there was still dust but they tried. It was noticeably better but still bad. First problem: If it is truly a cosmetic flaw, why is it being repaired as warranty work? I was pissed and went home and went to Sprint chat support. Not as good as phone but at least I'd have a transcript of the conversation. I told him my story and his only option was to take it back for repair. I argued that they failed to fix it the first time, why would it be fixed the second time? He eventually offered me a $20.00 inconvenience credit. I refused as my ultimate goal was to get a new phone. After some convincing, he told me that they would replace it because it's considered an irreparable problem. Told me I had to go to my nearest Sprint store. I specifically asked if the one right by my house would be okay despite the fact that it wasn't a corporate store or repair center. He said it would be fine. It was at this time that I realized that they fried my SD card when they "fixed" my phone!!! So I took it to my nearest store and the person working was someone that I used to work with a long time ago so I thought, great, he'll really be able to help me. Wrong, I had to take it to the corporate store! I reluctantly took it back out there again. The rep I talked to this second time was much nicer. First he replaced my SD card. Then he told me that it took some convincing but the manager authorized a replacement phone. Should be here in a few days. Why is there so much inconsistency between what stores can do what, what repairs are actually available, and what they can actually do to accommodate you?