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Apple has explicitly written that you can change carriers if you want, and mention nothing about certain versions having limitations. If it was explained that buying a Verizon phone will allow you to switch to any carrier and a T-Mobile will only offer GSM carriers that would be fine, but they do not state this. The manager in this situation should have swapped out the phone based on the poor language on Apple's website. The store representatives also just state the device is unlocked and the phone is not tied to any carriers, something that is also incorrect. The customer is right in this situation. Apple's explanation of iPhone Upgrade Program on the website: "And if you ever decide to switch carriers after you activate your iPhone with AT&T, Sprint, T-Mobile, or Verizon, you can easily do that, too.3 Footnote 3: AT&T and T-Mobile customers may need to visit an Apple Store to switch carriers. See a Specialist for details. Nowhere does it explain that the phone will not work, only that you need to visit an Apple Store to switch. Purposefully vague which is somewhat shameful. I would have pushed it harder with the store manager or escalated it higher with customer support. Good that he won the lawsuit.