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Other Apple broke my iPhone upgrade program.

jabbawok

jabbawok

macrumors 6502
Original poster
Sep 30, 2004
332
93
Worcestershire
So I tried to preorder my iPhone 14 pro on the upgrade program (UK) and the site is saying I’m not on the upgrade program. After about 3 hours on the phone to several different reps, we think we know what happed.
It looks like when I got a replacement back in February the guy in the Apple Store didn’t transfer the apple care onto the new phone, which in turn cancelled the upgrade program. Now they tell me the only people that can fix it are in store, and they’re not answering the phone right now. 1st world problems, I know , but I’m pretty annoyed. I was looking forward to getting the 14 on launch day.
 
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jabbawok said:
So I tried to preorder my iPhone 14 pro on the upgrade program (UK) and the site is saying I’m not on the upgrade program. After about 3 hours on the phone to several different reps, we think we know what happed.
It looks like when I got a replacement back in February the guy in the Apple Store didn’t transfer the apple care onto the new phone, which in turn cancelled the upgrade program. Now they tell me the only people that can fix it are in store, and they’re not answering the phone right now. 1st world problems, I know , but I’m pretty annoyed. I was looking forward to getting the 14 on launch day.
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Call and ask for the Apple Care contracts department. It’d be the same folks you’d talk to if you were selling a phone and wanted to transfer the Apple Care to someone else. Make sure to have both serial numbers (the old and the new) handy. You may need to ask for a Senior Advisor.

The upgrade program wasn’t ended, but the new phone looks like it isn’t signed up for it. They need to transfer the Apple Care from the original device to your new one, and it should then show that it’s eligible to upgrade.

I had this happen to me once and it took a week, and a lot of clueless phone agents before we figured it out.
 
zea said:
Call and ask for the Apple Care contracts department. It’d be the same folks you’d talk to if you were selling a phone and wanted to transfer the Apple Care to someone else. Make sure to have both serial numbers (the old and the new) handy. You may need to ask for a Senior Advisor.

The upgrade program wasn’t ended, but the new phone looks like it isn’t signed up for it. They need to transfer the Apple Care from the original device to your new one, and it should then show that it’s eligible to upgrade.

I had this happen to me once and it took a week, and a lot of clueless phone agents before we figured it out.
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Thanks. It was the guy at the apple care contracts department that finally figured out what had happened. He was adamant he couldn’t do anything about the upgrade program, and that could only be dealt with in store. He said the apple care had been taken of the old phone but never attached to the new one, so was there in limbo just not attached to a phone. He didn’t want to attach the apple care to the new one until I’d spoke to the store.
I’m gonna ring my local store 1st thing in the morning and see if they pick up. It weird that the system doesn’t find my upgrade program when you search against the old serial (I have the box), the new serial or the agreement number.

Are you UK or USA?
 
I never had my 13 replaced and i'm having the same issue. No one knows wtf is going on
 
daddyd302 said:
This is why I buy my phones outright.
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I used to but I got sick of the hassle of selling them every year. You get good money on eBay, but there are so many people trying to rip you off there these days and the trade in places give you peanuts. If they’ll let me give the 13 back and end the agreement I might stick the 14 on my credit card.
 
dstew201 said:
Off topic… how you liking that Supra????
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Already put on 17K miles since March 1st.

jabbawok said:
I used to but I got sick of the hassle of selling them every year. You get good money on eBay, but there are so many people trying to rip you off there these days and the trade in places give you peanuts. If they’ll let me give the 13 back and end the agreement I might stick the 14 on my credit card.
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I just trade it in every year.
 
jabbawok said:
I used to but I got sick of the hassle of selling them every year. You get good money on eBay, but there are so many people trying to rip you off there these days and the trade in places give you peanuts. If they’ll let me give the 13 back and end the agreement I might stick the 14 on my credit card.
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Same. I was doing the IUP every year since it started except for the XS I skipped iirc.

I'm having to trade in the phone on the IUP for $700ish and paying out of pocket for a new one. Total was $1400 for the new one. so $700 out of pocket and and 1 more year of IUP payments is close enough to breaking even for me. IUP is still screwed up on my end. Customer service doesn't know wtf is going on. Last person I talked to said "give it 24 hours, maybe it will fix itself"....jfc...
 
jabbawok said:
Thanks. It was the guy at the apple care contracts department that finally figured out what had happened. He was adamant he couldn’t do anything about the upgrade program, and that could only be dealt with in store. He said the apple care had been taken of the old phone but never attached to the new one, so was there in limbo just not attached to a phone. He didn’t want to attach the apple care to the new one until I’d spoke to the store.
I’m gonna ring my local store 1st thing in the morning and see if they pick up. It weird that the system doesn’t find my upgrade program when you search against the old serial (I have the box), the new serial or the agreement number.

Are you UK or USA?
Click to expand...
US here. It’s crazy they still haven’t figured this workflow out after all these years. I hope the store gets it all sorted for you!
 
I finally managed to get hold of the local store on the phone and they say my upgrade program was cancelled within a couple of weeks of it starting. So possibly nothing to do with the replacement phone I had in Feb' . I checked with Barclays, who underwire the loan, and they say the loan is unchanged from the day I took it out, and that it was definitely an iPhone upgrade program and not just 24 months interest free, as some of the reps were saying..
The store eventually transferred me to AppleCare admin, who have now said they need to look into it and will get back to me in a week!
I hope they can good-will me a que jump on a 14pro. That's all I really want. A new iPhone every September, which is the idea of the the program after all.
 
im having the same issue with my wife's phone on the upgrade program, it appears that AppleCare was taken an cancelled on the same day! this is preventing me upgrading and its like drawing blood trying to find someone to help
 
Phone support for even Apple has gone down the toilet. Companies can not find good help and phone support is being “farmed out” to 3rd party companies who not only will support your iPhone but your new dishwasher.
 
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I didn’t get the promised call from AppleCare Admin on Friday. I phoned them up and after 20 minutes on hold they had nothing new to report. I got the promise of a call on Monday with an update. If I don’t get a call on Monday I guess I’ll have to se what the complaints procedure is. I can see this is going to be long and tedious to resolve.
 
Last year I purchased Applecare with my iPhone 13 Pro. It was never activated and when I spoke to Apple they told me I cancelled it. I didn’t do such a thing 😂 we managed to set it up at that point but I wasn’t keen on being gaslit !
 
I had several phone calls from AppleCare Admin today and they now say the AppleCare is back on the phone. They are however unclear about they Upgrade program. The AppleCare is showing on my phone now, but the eligibility check still comes back with unknown on it.
 
jabbawok said:
I had several phone calls from AppleCare Admin today and they now say the AppleCare is back on the phone. They are however unclear about they Upgrade program. The AppleCare is showing on my phone now, but the eligibility check still comes back with unknown on it.
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did you not read my posts lol. We're having the same issue and no issues with my AppleCare.

No one in customer service knows wtf is going on. They just don't give a flying **** to figure it out. They just transfer you over to someone else. Every. Single. Time.

I just ended up buying a new phone outright and trading in the IUP phone that I have now as a trade in. It's almost a break even price when counting the 1 year left of payments + the price difference.

**** the IUP. I'm just going to keep this new phone until they do another major design update. The point of the IUP was to easily upgrade each year without having to deal with inconveniences that typically entails it.

Yeah I'm salty lol
 
I had a glitch one year but it was because I was the first IUP person in their store and the guy who worked with me hadn’t been trained yet. Mine wasn’t too bad but it did take time for them to resolve. Hope you get yours sorted! All of mine have been smooth sailing since.
 
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My upgrade program now says I’m eligible. It says I need to transfer my AC+ to the replacement phone which AppleCare Admin seem to have done now. Of course now there are no iPhones in stock anywhere so when they finally do have stock, it will put the iUP out of sync with the phone launch. First world problems I know, but still annoying.
 
That just bites though. You’re paying a lot of money. This is supposed to be a fun experience. Hope you can get a new one quickly!
 
This happened to me on my 12. Got an express replacement and they didn’t transfer my iup/AppleCare correctly and it took a week to resolve after sending an email to Tim Cook and dealing with the “executive team”. They were more helpful than the regular support but it was a pain in this ass.
 
We have had IUP hiccups through the years, but nothing as bad as OP’s. Sorry that happened. Hopefully you’ll get a 14 soon.
 
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