Virgin Mobile Lousy customer service and returns Internet

I ordered a Rumor Touch online thru the virgin mobile usa online store.  When I received the phone  it was DOA plus it looked like its been used- finger prints on the screen, messy packaging with scattered accessories, and the box wasn't sealed.  So when I called to ask for a replacement they were out of stock.  Several weeks later I called again and they are still out of stock.  The phone is in stock on their website but the customer service rep said I can't have one of those phones, not their policy.  Fearing it probably be out of stock for a long time I asked for a refund.  What I'm mad about is I have to go to UPS and pay for the shipping myself.  Also the nearest ups shipping location is 25 miles away since I live in a rural area.  I asked the customer service rep if I could get a prepaid label to send it back and of course they refused.  After being a customer for 4 years I told her I was switching carriers and she didn't care.  I guess Virgin Mobile is getting too big to lose a customer.  Keep it up Virgin Mobile, and you will be losing a lot more customers.  Now I'm fearing I won't get my refund since there are other complaints about not getting their refunds.   Lesson for others if you decide on Virgin Mobile- Don't order from the online Virgin Mobile Store or you will be screwed.