I had several bad refurbished phones sent out, and they finally offered me any handset I wanted. I told them I wanted a NEW Thunderbolt, and they finally caved. Here's what she did. Moved my upgrade date ahead by 22 months and then gave me the phone for $100 off. So, I'm paying $150+ tax for the phone and it extended my contact by 2 months....big deal. Now I will still have my old one, which she suggested I sell to recoop my money. I told her I wouldn't wish that device on my worst enemy, and that's when she told me about the trade in program. I can send my old one back and they'll give me $240 for it! Either way, I'm money ahead and my new Bolt will be here today.
Oh yeah, and they gave me a free extended battery, screen protectors and a car charger. It took about 6 calls and for bogus refurbished phones to get to this point though...