SPRINT SPRINT PCS Warranty, Insurance Internet

 I joined SPRINT in January 2012.  When I joined the service, I purchased two HTC phones with the service.  In July 2012, one of those phone would not boot.  All the boot options were exhausted and a Factory Reset was conducted, this shut the phone down completely.  I contacted Tech Support and they gave me a Report number and said I had to return the phone to a SPRINT Store, 60 miles away.  The phone was taken to a SPRINT Store in North Little Rock, AR where the staff confirmed the phone had crashed and needed to be replaced, yet they could not replace the phone.  I was also informed I would be charged a $35 Service Charge to warranty the phone.  The warranty was a factory warranty, but SPRINT collected the $35.  I was also informed that had I purchased insurance for $8/month, I would not have to pay the service charge and the phone would be replaced on the spot.  This is wrong! Insurance and warranty should not connect.  I purchased a $259 with the understanding it would outlast the 1-year warranty and if not it would be replaced by HTC.  The problem seems to be you cannot deal with HTC, but a middle man (SPRINT) who charges $35 to service that warranty.