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iPhone X I think my Apple upgrade program pre-order is wrong

SisterBlue22

SisterBlue22

macrumors demi-goddess
Original poster
Apr 29, 2015
2,581
6,031
Arizona
I've been in the Apple Upgrade Program since the first year, and trade in/upgrade every year. Got everything set up and pre-approved to trade in my X for an X Max, it told me I'd need to make the 12th payment at checkout, that's fine, expected that.

Midnight comes last night, I checkout with just a couple of taps on the app, delivery set for the 21st, yay! But then I realized it didn't prompt me to pay the last payment on my X, didn't give me the option to pick up in store, and didn't give any instructions about turning in my X. I think it started me a whole new Apple Upgrade account, and not as a continuation of my X account. Does that make any sense? Like, Apple thinks I'll be paying for two phones now instead of the X Max replacing the X. Guess I need to call and try to get it straightened out. Anyone else have this issue?
 
Does your confirmation email or status mention the trade in phone with serial number? If not then you have a new loan.
 
I did the pre-approval (the only difference was that I was eligible since I made a payment in advance) as well, but my confirmation doesn't show anything regarding the trade in of my old device.
 
SisterBlue22 said:
I've been in the Apple Upgrade Program since the first year, and trade in/upgrade every year. Got everything set up and pre-approved to trade in my X for an X Max, it told me I'd need to make the 12th payment at checkout, that's fine, expected that.

Midnight comes last night, I checkout with just a couple of taps on the app, delivery set for the 21st, yay! But then I realized it didn't prompt me to pay the last payment on my X, didn't give me the option to pick up in store, and didn't give any instructions about turning in my X. I think it started me a whole new Apple Upgrade account, and not as a continuation of my X account. Does that make any sense? Like, Apple thinks I'll be paying for two phones now instead of the X Max replacing the X. Guess I need to call and try to get it straightened out. Anyone else have this issue?
Click to expand...

When you did the pre-approval did you tap on the phone you wanted to upgrade in the Apple Store app or did you tap on, “Pre-approve a new iPhone” right underneath your current phone? I did the latter thinking I was supposed to tap that to upgrade my current phone on the program to a new one. So I realized after I was pre-approved that the confirmation mentioned nothing about the phone I was upgrading from like it did last year. I called Apple and was on the phone for 1 hour & 41 minutes, talked to 4 different people until finally the last person was able to figure out how to cancel that pre-approval and let me start over. Maybe you accidentally tapped, “Pre-approve a new iPhone” so the system thought you were starting fresh and not upgrading your current phone.
 
mattguy10 said:
When you did the pre-approval did you tap on the phone you wanted to upgrade in the Apple Store app or did you tap on, “Pre-approve a new iPhone” right underneath your current phone? I did the latter thinking I was supposed to tap that to upgrade my current phone on the program to a new one. So I realized after I was pre-approved that the confirmation mentioned nothing about the phone I was upgrading from like it did last year. I called Apple and was on the phone for 1 hour & 41 minutes, talked to 4 different people until finally the last person was able to figure out how to cancel that pre-approval and let me start over. Maybe you accidentally tapped, “Pre-approve a new iPhone” so the system thought you were starting fresh and not upgrading your current phone.
Click to expand...
Not the OP, but in the same boat. I recall tapping on the phone and it mentioned that they would send a trade in kit.

EDIT: I don't see a "pre-approve a new phone" in Profile > iPhone Upgrade Program right now.

I clicked on the phone, and clicked "Upgrade Now" (or whatever the pre-approval message was)
 
shyam09 said:
Not the OP, but in the same boat. I recall tapping on the phone and it mentioned that they would send a trade in kit.
Click to expand...

In that case it did realize you were upgrading your current phone then if it’s telling you a trade in kit will be sent. Must be a server glitch somewhere that is causing yours and the OPs issue. Definitely give Apple a call and don’t hang up until the issue is fixed. The first three people I talked to when I called all tried giving me the, “it’ll fix itself,” and all that kind of stuff and I just kept pushing and eventually it was fixed. One person I talked to wasn’t even familiar with the IUP so it’s all in who you talk to. Be kind, but persistent! Good luck to you!
 
When I went through the pre-order process, it confirmed my eligibility to trade in my X with the one last payment, and told me I could pay that as part of the checkout process. It lied. LOL
 
mattguy10 said:
In that case it did realize you were upgrading your current phone then if it’s telling you a trade in kit will be sent. Must be a server glitch somewhere that is causing yours and the OPs issue. Definitely give Apple a call and don’t hang up until the issue is fixed. The first three people I talked to when I called all tried giving me the, “it’ll fix itself,” and all that kind of stuff and I just kept pushing and eventually it was fixed. One person I talked to wasn’t even familiar with the IUP so it’s all in who you talk to. Be kind, but persistent! Good luck to you!
Click to expand...
Yeah, I'm not sure. I saw the "trade in kit" stuff during the pre-approval. I was going fast during the preorder that I didn't pay attention.

I sent a message to an apple rep via iMessage, so we'll see how that works out.
 
SisterBlue22 said:
When I went through the pre-order process, it confirmed my eligibility to trade in my X with the one last payment, and told me I could pay that as part of the checkout process. It lied. LOL
Click to expand...

Pure evil! Lol!!

shyam09 said:
Yeah, I'm not sure. I saw the "trade in kit" stuff during the pre-approval. I was going fast during the preorder that I didn't pay attention.

I sent a message to an apple rep via iMessage, so we'll see how that works out.
Click to expand...

Oh I see. Yeah same here, after I submitted the order, I was like, oh **** I forgot to select delivery and not pickup. Good thing it defaults to delivery as that’s what I prefer.

Have to start somewhere. It’ll work out
 
SisterBlue22 said:
On hold with Apple now. 17 minutes and counting.
Click to expand...
Keep me updated please! I'm going the iMessage route, so I'll keep you updated as well.

So far, they are telling me that I should have received an email with trade-in instructions.
 
shyam09 said:
Keep me updated please! I'm going the iMessage route, so I'll keep you updated as well.

So far, they are telling me that I should have received an email with trade-in instructions.
Click to expand...

Talking with the lady now, she's pulling up my order as we speak.
 
In your confirmation email
Right above serial number it should say what you are upgrading from
Any addition payment will also be included and along with tax and first month.
It will be automatically billed to the payment choice used for your monthly loan payments
[doublepost=1536947430][/doublepost]Once the new phone is delivered another email will follow with return instructions.
From that you can also request a kit mailer to mail it back.
 
"Great! — If you went through pre-approval, you went through the upgrade eligibility checker (where you enter your Serial and IMEI) or it automatically did it from the phone, then you went through the right process."
[doublepost=1536947861][/doublepost]
noteple said:
In your confirmation email
Right above serial number it should say what you are upgrading from
Any addition payment will also be included and along with tax and first month.
It will be automatically billed to the payment choice used for your monthly loan payments
[doublepost=1536947430][/doublepost]Once the new phone is delivered another email will follow with return instructions.
From that you can also request a kit mailer to mail it back.
Click to expand...
Hmm ... there is no serial number in the confirmation email either.
_____
Rep told me to go here: https://secure1.store.apple.com/sho...gibility?_cpp=ATT/US&_p=MPRN2LL/A&aid=CA-link

He said that it should tell me if I've already redeemed my eligibility.
 
I'm screwed. They can't/won't fix it. I need to cancel my order and start over, which means I wait an extra week or two for my phone. And get hit for another Citizen loan. I'm pissed. Now my original order won't cancel and I'm on hold with them again.
 
SisterBlue22 said:
I'm screwed. They can't/won't fix it. I need to cancel my order and start over, which means I wait an extra week or two for my phone. And get hit for another Citizen loan. I'm pissed. Now my original order won't cancel and I'm on hold with them again.
Click to expand...
I was told the same. I had an extra order placed for in-store pickup as well, which would have worked, but I canceled this morning before I saw your post. That should have worked as well for the upgrade.

I think I'll keep the order and take it to the Apple Store and "return" and "upgrade/trade in" there.

I asked the rep via imessage but either he wasn't sure how to respond or he didn't want to touch on that subject.

You’ll have two loans — so the way it is now, you’d still be responsible for both loans. You may cancel your current order and re-book within the upgrade program (to trade in your phone). Or you may continue paying off your iPhone X (you’d have two payments each month) and you can sell your iPhone X privately. — Some people have been doing that.

If you cancel your current order — it looks like the current delivery dates for replacing it will be September 28 - October 5th.
Click to expand...
 
shyam09 said:
I was told the same. I had an extra order placed for in-store pickup as well, which would have worked, but I canceled this morning before I saw your post. That should have worked as well for the upgrade.

I think I'll keep the order and take it to the Apple Store and "return" and "upgrade/trade in" there.
Click to expand...

Ugh, this sucks. I ended up reordering, Sept 28-Oct 5th window. The fact that dates aren't slipping very fast gives me hope that the delivery window will be pushed up. Finger crossed. Good luck!
 
SisterBlue22 said:
Ugh, this sucks. I ended up reordering, Sept 28-Oct 5th window. The fact that dates aren't slipping very fast gives me hope that the delivery window will be pushed up. Finger crossed. Good luck!
Click to expand...
Ended up doing the same. I spoke to someone who works in retail stores and they said the other option was to call Apple once you got the phone to see if they could do something about it.

Ehh. Hopefully the shipping estimates will be bumped up. If not, oh well.
 
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