Originally Posted by ScottC
That is incorrect, a T-mobile dealer (T-mobile owned) CAN and WILL upgrade your phone on the "every 12" program, but when it comes to the newest handhelds with a shortage they'll usually rather keep them for new activations.
Seems that it a) depends on the dealer and b) depends on the phone sought. I just upgraded my daughter's phone yesterday at a dealer - customer service couldn't do the one she wanted as they had no stock. When I upgraded my phone in January, the dealer couldn't/wouldn't match the new-customer price and I had to call customer support, who did.