Ok, to start, I currently have an N400 phone with sprint. Have had my acct for just over 13 months now and my 1 yr contract I originally signed up for is over(has been for about a month and a half almost) I left work yesterday with the intention of going to a sprint pcs store to play with the new Sanyo 5500. On the way there I figured I would call customer care to see what Sprint wanted to do to keep me a customer with them. First call I hold 7 min and call drops. Second call won't connect, thrid call won't connect, 4th call hold 3 min call drops. So After 4 calls I figure I have a problem(have been having issues with calls dropping as of lately) so I will have my phone looked at while at the store. I get to the PCS store at 6pm and get in line. 30 min later I finally get to a Rep, let them know my situation. they take the phone and tell me it will be about 20 min while hey test it. So I go ahead and use the time wisely to go over to the sales side and play with the phones. First off, they did not have the 5500 issed: I asked and they only got 4 of them and sold them already. Ok no prob, I continue playing with the phones(mainly the camera phones since that is what I am in the market for) 5 min goes by and stil palying with the phones, 15 min still playing with the phones, 20 min and still playing(if you don't get where I am going with this that means that not 1 agent asked if I could be helped--only person I talked to was the person I asked about the 5500 and that was cause she was closing out her register) After getting passed by by 3 different sales representatives(and there where only 2 other people in the sales side with me(two couples) I say F this and go back to check on my phone. After another 10 min of waiting rep comes back and said phone tested fine. Ok no prob. I went ahead and asked to speak with the Store manager to let him know my situation and what had happened(we are now at about 7pm) Manager comes over and I talk to him and let him know what had just happened. Told him that my contract is up and that I am basically shopping around for a new phone or new provider if need be. Manager tells me to wait a few moments and he will see what he can do, comes back and says I can upgrade you to an A500. I look at him like WTF?? I just told you I am in the market for a camera phone. I told hime that I could go to ATT and get a MUCH better deal on both service and a phone(Sony/Ericsson T616 camera phone for free and 650 anytime min with all the same services of sprint for 47.99 plus tax then minus my company discount of 10%) He said that there was nothing he could do then so I said that is fine, and then he said to contact customer care and speak with them. No problm, I take my phone and leave. As I am leaving I call customer care. Hold time of 15-20 estimated according to the system prompt and off course my phone drops the call after 14. So I get home put up my things, change out of my work clothes sit down and call customer care again. This time I get through after holding for 25 min. I tell the lady that came on that basically my contract is up, and to see what sprint can do for me a customer in good standing. She then proceeds to look up my acct, and then tells me that she cannot do ANYTHING. Nothing nada, zip zilch, why you ask, cause I have not had my acct for 18 months. At this point I am starting to laugh a bit. I ask to speak with her supervisor( I just to make sure that they understood exactly what is going on here) While holding for the supervisor the agent is coming back on the phone and making sure I am ok(this agent was very kind and very helpful and I commend her--if only I could remember her name) Whiel she is coming on first time she asked if I was oka dn that we were still waiting. Second she offerred me a reconditioned VGA1000 for half the price of a new one-- I explain to her why do I want something that is used for $129 when at Best Buy you can get them Brand new for $75(if you are a new customer of course) and another company is offering me a free camera phone if I sign up with 2 yrs with them? At 50 min into my call a superivsor comes on the line. I explain to her everything I had just told you guys,and her response was sorry we cannot help you(not in such harsh words though) I told her that Sprint was willing to lose a customer who was willing to sign a 2yr agreement over a $75 phone( not only $75 at best buy cause at the store they have the deal for 2 VGA phones for $149 so basically $75 each) I told her that I really did not want to switch companies cause I like Sprint(even after all this I still like sprint) but that would not stop me from changing companies. I mean I was willing to pass up a company that was offering me more anytime min and all the same stuff as Sprint for less money. I guess Sprint has not grasped the concept that it costs nearly twice as much if not more to get a new customer than to retain a current one. The call ended at 1 hour and 7 min with me not having a new phone and SERIOUSLY considering switching to ATT.(I am going to calm down a bit and wait and give Sprint one more chance before making the switch--I am sending this information in an email to Sprint corporate and we shall see what happenes) cliff notes: Tried to get free upgrade phone from sprint in return for a 2 yr agreement and turned down by both Store and Customer care. Sprint possibly losing customer due to this.