I had such a good (in-person) customer service experience last Spring I have to mention it here. Wife and I upgraded our phones. We both subscribe to month-to-month cell services, so we always buy unlocked phones from Apple. The problem is, Apple no longer sells unlocked phones from a physical U.S. Apple store unless you are signed up with a major carrier. The Genius who helped us with our purchase recognized the problem and logged on to the online Apple store and helped us order our new phones from a different, still-close-by Apple store, for pickup the next day. Though we picked up at the store, the order was placed online (by the kind Genius) and we avoided the major cell carrier requirement.