Problems with Sprint - a lesson in customer service.

So, I mentioned that I have a new Blackberry. So far I've been unable to use it as anything other then a phone because Sprint has been unable to get the device they sold me provisioned. I hadn't had time to write it up until now, but it's been fun. Let's break down what's happened so far:

On July 5, I ordered it, 2 days after sprint had the phone available. They shipped on the 9th overnight due to problems w/ UPS and I received the phone on the 12th.

On the 12th I called Sprint, asking them to switch my service over to the new Blackberry. As I was moving over from a Palm, I asked if I was required to pick up the so called "blackberry plan". I was assured by the CSR that I didn't need the plan because I already had the Power Vision Plan on my Palm. I was told that in 2 hours I'd have a working phone; the data would work and in 4 hours.

A half hour later, the phone is working fine and dandy. I've synched my data over from my mac, so I have contacts, calendar, todo's and memos moved over. I wait the 3 and a half hours and still no options for browser or email setup. I chat with a twitter friend who's a long time blackberry user. She feel that Sprint needs to push the service books to me....

So, I call Sprint. They indicate that they haven't pushed the service books to me because they didn't add the "blackberry plan" I asked about above. They add the plan, and tell me it's going to be another 4 hours for billing to catch up with provisioning.

Four hours later, still no options for browsing or email and I'm back on the phone with my friends at sprint. After several attempts to provision the phone and several error 1012s, the person tells me that the problem needs to be elevated to the network folks and it will be resolved in 12-15 hours (odd, estimate, I know). I say "so, it should work, in the Morning"; he says, yes.

Friday Morning, still nothing. I try provisioning again, no success. I call Sprint mid-morning. I am informed that 12-15 hours means 12-15 business hours. Which started at 9AM that morning. Things won't be resolved until late monday at the earliest. Now, here's the punchline I ask when I should call again if it's not working. The young lady on the other end of the phone tells me that they will call me if there are anymore problems. I ask again, when I should expect things working and she tells me Monday Night. I say if I still have issues than I'll call Tuesday Morning. She tells me, "I wouldn't do that you know we just let a bunch of customers go who call too often, wouldn't want to see that happen to you.". Yes, I was threatened. She couldn't get a manager for me to chat with, and unfortunately, my work responsibilities stopped me from pursuing it further. I'm letting it sit until monday. If things aren't working tomorrow, I'm going to really cut into some people.