That's a shame. I don't work for Sprint but this all seems vaguely familiar (i.e. Ice Cream Sandwich) When you bought the phone, did you make that decision because you were promised an update within a certain amount of time? It always amazes me how much trouble people report with Sprint CS. I have been a customer since 2008 and have always received courteous and helpful information. Not saying you were treated the same way. Apparently not. No explanation for the difference except that the CS is reading what they feed him/her on their monitor. Samsung blames Sprint and vice versa. Like I said sounds like ICS all over again. Once people got it, all of the chatter just slowly went away.
Nearly 6 year Sprint customer on Galaxy Note3, formerly Galaxy S2 user. (all Samsung back to the High Note, Rant, Moment, etc. Have been happy with all phones. Still use Rant as backup. Now that was a great pre-Android phone (Brew)