I've been with t-mobile for 13 years now and never received an upgrade. I bought one new phone from t-mobile only because I wasn't aware that I could get an upgrade (it was convienently not mentioned by the sales rep). Well my razor phone that I have had for 3 years will no longer let me hear phone calls unless it is on speaker phone. The screen is completely blank and it will only charge half the time I plug it in. I made t-mobile aware of my issues and they tried to give me an "upgrade". HA. My monthly bill went from $75 to $120 after the upgrade. When I asked if they had a free phone to upgrade to, the t-mobile employee explained that even the FREE phones have upgrade fees! WHAT!!! So a FREE phone was going to cost me around $40 (which had to be paid before I left the store, they wouldn't even tack it onto my bill) So you're wondering why I didn't use my insurance to replace my phone? Here's the kicker...my cell phone insurance didn't cover my cell phone! That's right, the insurance that I have been paying for for the past three years, the insurance that t-mobile set me up, did not cover the phone they sold me. My phone has no water damage, no dents or scratches, it just simply does not work. This is how t-mobile has decided to reward my loyalty of 13 years... No refund of insurance money, No free upgraded phone, No discounted phone. Needless to say I will be switching carriers asap.