I have been a tmobile customer for 12 years so I know how the upgrades work however I hate getting new phones. I had just paid off my old phone so it was time for the jump. I walked in and dealt with Erik who within 3 minutes let me know he was the manager. He was so serious and very blah. Luckily he was leaving for the day and passed me on to ana who was very sweet. She switched over all my information and reassured me everything would be okay as I hate getting new phones.