Apple managed to supply me with a refurbished locked phone once- they claimed this was impossible, and that I must contact the network. Which I did. They were baffled, and said it wasn't them. Took about 7 hours of calls to resolve, on Apple's side in the end, after many denials. They promised me a gift as compensation, which was never provided- and which I chased up a few times- each time nothing. 🤦♂️ that was 5 years ago, but I thought I'd share, as the memory still annoys me! 😂
Edit: Oh yeah, and it wasn't even locked to a network of the country I was in, so I had to waste quite a lot of money making all those foreign calls on Skype!