Originally Posted by SpectreBlofeld
You're giving the tech support guys too much credit... it's just part of the standard PDA troubleshooting guide. Wipe or 'hard reset' the device first, if problem persists, warranty replacement. It rules out all software glitches at the same time without having to take the time to deduce what the actual problem is.
Yup. They're just reading from the standard Tech Support Playbook. Half of them probably don't even understand what they're reading.
And this is not limited to VZW tech support. No carrier has very many knowledgeable BlackBerry support folks.