I've been a iPhone Upgrade Program customer from the very start of the program. Yesterday I upgraded from an iPhone 14 Pro Max to a Blue Titanium iPhone 15 Pro Max. I pre-ordered online last week, and had an 8am appointment yesterday to pick up my new iPhone from the Apple Store. When I got home and opened it up, I discovered a defect on the back glass. Understandably upset, I went back to the Apple Store this morning in hopes of getting it replaced. Luckily, they had one Blue Titanium iPhone 15 Pro Max left in the back.
In order to exchange the phone, they had to process a return. This would also close out the associated Citizens loan that was just opened. Then, I had to re-apply to open a new Citizens loan for the replacement iPhone. When I re-applied for the new loan, Citizens hit me with a hard credit inquiry. This is something that hasn’t happened since I originally applied back in 2015, and didn’t even happen on the original loan for this year. Once all was settled, and things were transferred to my replacement phone, the only thing left to do was to turn in my 14 Pro Max to close out the loan from last year. I did this with the same Apple employee, and after 90 minutes total, I was on my way again.
On the way home this time, I received an email from Apple that they never received my 14 PM and that the associated loan for my 14 Pro Max would continue. This was after I just turned in my 14 Pro Max at the Apple Store. I’ve since spent several hours on the phone with both Citizens and Apple Support trying to get the bottom of this situation, and the best I was told was “It's likely because they closed out your first loan before you returned your 14. It should hopefully work itself out at some point”.
The fact that the only way for Apple to replace a damaged phone (that came like that) is to cancel a loan and have the customer re-apply for a new loan, causing unnecessary credit checks in the process seems totally silly. Additionally, I now have to worry about if my 14 was actually returned properly, or if that will be another thing I have to figure out.
This process has really taken the excitement out of the release. I am questioning if the IUP is right for me anymore as it seems like it is easier to just purchase the phone outright and trade in my phone from last year for a credit. This way I can return it/exchange it without the headaches of the citizens loans.
Anyone else have a similar experience?
In order to exchange the phone, they had to process a return. This would also close out the associated Citizens loan that was just opened. Then, I had to re-apply to open a new Citizens loan for the replacement iPhone. When I re-applied for the new loan, Citizens hit me with a hard credit inquiry. This is something that hasn’t happened since I originally applied back in 2015, and didn’t even happen on the original loan for this year. Once all was settled, and things were transferred to my replacement phone, the only thing left to do was to turn in my 14 Pro Max to close out the loan from last year. I did this with the same Apple employee, and after 90 minutes total, I was on my way again.
On the way home this time, I received an email from Apple that they never received my 14 PM and that the associated loan for my 14 Pro Max would continue. This was after I just turned in my 14 Pro Max at the Apple Store. I’ve since spent several hours on the phone with both Citizens and Apple Support trying to get the bottom of this situation, and the best I was told was “It's likely because they closed out your first loan before you returned your 14. It should hopefully work itself out at some point”.
The fact that the only way for Apple to replace a damaged phone (that came like that) is to cancel a loan and have the customer re-apply for a new loan, causing unnecessary credit checks in the process seems totally silly. Additionally, I now have to worry about if my 14 was actually returned properly, or if that will be another thing I have to figure out.
This process has really taken the excitement out of the release. I am questioning if the IUP is right for me anymore as it seems like it is easier to just purchase the phone outright and trade in my phone from last year for a credit. This way I can return it/exchange it without the headaches of the citizens loans.
Anyone else have a similar experience?
