htc touch-untouchable

[rogersjeff68]

Hi all,
I am new to this. My wife has an htc touch that was given to her and we are having a time getting it setup. I have same phone and had no prob getting setup, I did it all myself from home. She was told that it has been unlocked to flash roms to it and is currently running win 6.5, however we can't get it setup when we take it to the sprint store. (not that the techies there have much of a clue). We tried a hard reset, and everything else they could, but still no dice. If anyone has any ideas, we would appreciate them..
Thanks