Unfortunately, I don't have any codes here that will allow me to help reset the phone. However, most carriers have two kinds of stores - some are sales only stores, and the others have service centers on site. Any one of them should help assisting you in finding the service center closest to you. From there, one of the technicians will be able to reset the phone. If there are numbers or pictures in there that are important to your son, note that and hopefully they can save them.
Every phone has a master reset code, but they vary by carrier, and naturally (for reasons like pranking a password), they don't release those to the general public.
You may have reached a sales office for your carrier, and that's why they may not have been able to help. But a service center for the carrier should definitely have the ablity to fix that up.
My son's phone pasword was changed by someone and he does not know it, therefore resetting back to factory defaults is the only way I can think of to get past this "new" password. The phone is set to lock if powered down and this will leave him without a phone. My son is a soldier and having this phone is very important. I contacted the service provider, Telus, and they told me they could not do it. I went to the store and they had no idea how to do it. I contacted the Samsung 1-800 # and there is no one in on the weekends, and their website says to contact our service provider. What do I do now?