[sprintgirl]

customer care can do the esn swap and should provide programming info. in some cases the unlock code can be time sensitive. make sure he is pressing ##000000# (zero placeholder for actual unlock code). if they are only providing a msl they may be providing u with the wipe code that is entered after ##786# which is just used to factory reset. once the ##000000# is entered it should show a screen that says view or edit. select edit andit will ask for mdn and msid which will have to b provided by sprint cust care. hope that helps...maybe was just an issue with communication. otherwise have him take it to a store. we r here to help.