Im sure they probably have your phone's model in the store you got it from, even if they say they don't.
I had a friend who used to work for my old cellphone company and he hooked me up but other representatives never did this even though they legally could.
As a customer all you really care about is getting a decent service but from the perspective of an employee of the company, they really could do more in favor of the customer they just don't give a f*ck.
Sometimes when an employee says "It's outta my hands" what he really means is "It's probably in storage somewhere but im too lazy to get it"
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