[Epic 4G Q&A, Help & Troubleshooting] theMallacht:
Wow... Check this out... It's from the store manager of that store. I called and made a complaint after the tech hung up on me because I told him that he acts like his **** doesn't stink just because he works on phones. Which, is true anyway, but of course the manager makes it a point to make that the entire issue here. He basically banned my serial number from all repair service centers because he claims my device had been rooted, even though when I brought it in, it was completely EC05 stock. This is also after the tech wiped my phone back to EC05 stock, twice, even though I brought it in just like that, and each time he claimed the problem was fixed, and talked all kinds of **** on XDA, and rooting, and anything of that nature. "Trust me man, trust me... They don't use as good of programs as we do, trust me. I'm on XDA, trust me man" he kept saying stuff like this with this super cocky smile on his face.

Tyler,

I want to start out by acknowledging your extensive background in the Navy and commends you on your position as a communications electrician. Very admirable of you to serve our country and on behalf of my staff and all of Sprint for that matter, I would personally like to thank you for your services.

As far as this matter is concerned, I appreciate your feedback and I apologize if there is some tension that has formed over this issue between you and our technician.

I have read your email and have discussed this issue with my technician and our senior technician within our district. The conclusions that have been drawn through conversations between you and our technician, as well as applications that were present when originally checking in your device, is that the original manufactures software that comes with the device was modified through processes of rooting. XDA is a common feedback forum often consulted between users that modify their devices that will bypass certain restrictions the manufactures software will prohibit specific conduct per request and demand of the contract between Sprint and the manufacturer. Once this softwares' integrity has been compromised, the manufacturers warranty is no longer valid and even when doing a hard reset to restore the original software, the default software may have glitches from time to time.

As of right now, our district has been notified of this issue and of the serial number of this device, and will not be permitted for exchange at any of our service centers. I apologize for any inconvenience this may cause from your current expectations of our service centers. I can assure you though, I have looked into this matter with great detail and the proper procedure has been followed under our policies and procedures regarding your transaction.

Moving on, I would like to touch basis on the importance we put in maintaining a high standard of customer service at our Cypress location and discuss your concern of the attitudes of my employees. It has been brought to my attention that profanity on your behalf, was used toward them in a derogatory intention that I do not tolerate. I understand the frustration and disagreement that you have regarding our procedures but civility is necessary to communicate effectively. I will not speak for Mr. Hessey while adressing this matter, but encourage you to take into consideration how you played a role in this matter. I welcome you to contact me at the store if you have any further questions regarding my response or decision that has been made in regards to this matter at 7148914911.

Cory Swan

Store Manager

Cypress