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All swaps are refurbs, the only possible way they break open a box and give you a new phone for your defective one is if there are no refurbs available for that phone, which is what happened with my ppc-6700, and they gave me a Treo 700wx, which I went back and swapped back for the 6700 when one was available, which I went and talked them into giving me a refurb 6800 after I got two straight lemon 6700 refurbs, and thats where Im at now.
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