Back in September I ordered a 64 GB Silver 6 in-store and had my factory unlocked iPhone 5 appraised for $232. I know I could have gotten more for it but I didn't want the hassle of Craigslist and I got to keep my cable and charger by just trading it. Well since they didn't have my phone in stock I had to wait for it to arrive before I could trade it. Fast-forward 5 weeks, an ERT upgrade to a 128 GB silver 6 and $160 in bill credits later and my new phone finally arrived. I erased my old phone and packed it up and shipped it out in the same exact condition it was in when it was appraised in the store. On Friday I got a message that a device credit of $0 was applied to my account - yes, $0. Needless to say I had a little heart-attack. I had no way to contact the ERT who helped me (he said he would call me back to follow up Thanksgiving week, but I couldn't let this go that long). Saturday afternoon I called up Customer Care, and boy was I taken care of! I was very polite and they recognized the mix-up and promptly fixed it for me. And instead of the $232 I was supposed to get, they gave me $325! The rep said her supervisor misheard her, and the credit was not reversible, and for my trouble I got a nice surprise. Even after all the hassle and headache that was my iPhone 6 upgrade adventure, T-Mobile customer service is still second to none! But watch out for those trade-in programs!