[LunaticSerenade]

No one is saying that you can't mess up the phone by adding a custom ROM. There is always that risk.

What this thread is more about is the known issue with the ribbon cable connecting the hard keyboard to the phone coming disconnected, the chrome flaking/chipping/cracking on the Sprint TP, LCD cracks, that kind of thing. Those are all HARDWARE issues, and accordingly, cannot be caused by SOFTWARE.

While your point is valid in that software related issues could be caused by custom ROMs, it is inapplicable in that it has little to do with the topic of this thread, which is storied of horrific encounters with customer service.

For my part, I have yet to have to call about my Touch Pro. However, my old phone, the Samsung SCH-i760, gave me all kinds of issues. One of the worst was when it started exhibiting the known deep sleep issue (not waking from sleep mode without a soft reset), and I called in to have it replaced after doing a variety of hard resets, re-flashing with the MR3 update (there were no custom ROMs for the i760), etc, and the CSR told me to take it to a store so they could use their "special diagnostic equipment." No joke. She said that. So I asked her what they would do, and she repeated that statement. So I asked for her supervisor, and she told me there were no supervisors there, and they wouldn't be in until 8 am (it was shortly after 6 am). Now, I work in a call center, and I know better than that, so I asked her "You mean to tell me you have front line agents sitting unsupervised? That there are no Operations Supervisors, Trainers, Callcenter Managers, nothing?" and she said "That's right." Needless to say, I hung up on that piece of work and called back, and they shipped me out a replacement after me being on the phone for about 2 minutes.

The time after that, I got my phone upgraded to the Touch Pro, and that was a hassle...but I'll go into that later.