Q: iPhone Upgrade Program Look Up Tool Not Accurate
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Sep 7, 2016 2:39 PMby Neowolfwitch,Everything "Contact Us" ends up leading to these Support Forums. They don't have any kind of category that applies to this issue, and it isn't a hardware or software technical support problem. I'm sure others will have similar problems, and at least this starts some kind of discussion about it.
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Sep 7, 2016 2:49 PMby Neowolfwitch,Thanks ChrisJ4203. Right now I've been on hold at 1-800-My-iPhone, which at least seems like a good starting point. Not sure why that option doesn't show up from the main Web site, which just throws Support requests into an endless loop of options that don't apply, most of which come here.
My concern is I won't be able to pre-order the iPhone 7 without confirming eligibility online. Citizens One (the financial company they go through) hasn't been very helpful either. I guess worst-case I'll just have to wait a few weeks for availability to get it sorted out at the Apple Store.
I will post an update with whatever resolution happens.
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Sep 7, 2016 3:16 PMby ChrisJ4203,HelpfulDid you ever register your Citizens One account in their online access? You can log into their website and see your history. At least with that, you have something to share with Apple.
As far as the loop, there really isn't much when all you have is a customer service rather than a true support question. The loop they take you through seems to be about keeping things off of the Genius Bar or the telephone service. Seems they may feel you get quicker service from the forum. But then I'm speculating.
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Sep 7, 2016 3:11 PMby Neowolfwitch,Well- 1-800-MY-IPHONE was a bust. After a half hour and talking to two different reps, it was decided that they couldn't do anything about it and "...maybe they are still updating phone information". They told me setting up a Genius Bar appointment at the Apple Store was the only option they could give me for now. -
Sep 7, 2016 3:12 PMby Neowolfwitch,Agreed about the Support options on the site. As I just noted- telephone support got me nowhere. I can login to Citizens One and download my statements from them, but don't see anything about upgrade eligibility there either. It seems like that end of things is on Apple. I am going to download my stuff from them and take it to the Genius Bar ASAP. -
Sep 7, 2016 3:17 PMby ChrisJ4203,While the Citizens One may not discuss eligibility, it will show how many payments have been made. I had difficulty this afternoon with the Tool not working right, and wouldn't provide an answer at all. I got an error, something about not being able to connect. Have you tried power cycling your computer and trying again?
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Sep 7, 2016 10:00 PMby GlenR88,I Have the same problem. I spoke to citizens one, Apple, and my local Apple Store. Citizenone said you have to go into the store to upgrade. Apple also said you have to go into the store because they are the ones that deal with the upgrade program. And the local store said they don't know what the process will be but they hope to find out in the next couple days. Im so disappointed that I chose to use the iphone upgrade program. I should have stuck with att next. I can't believe no one has any answers. When they told me I had to go into the store, I asked so do I go into the store everyday and just hope I get lucky and it is in stock? They told me, yeah you can do that or just wait until the rush dies down and they are all in stock.
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Sep 8, 2016 3:45 AMby sladetim,I am having this same issue, which caused a bit of panic last night. I spoke to Apple and hung up with out an answer. They weren't able to really explain anything. The support person said that she had another person asking the same thing earlier. She then connected me to another individual who stated that I needed to talk to the store where I purchased the phone (which I'll have to do today, as the store was closed). He also mentioned AppleCare several times, which didn't make much sense.
I'll be trying again today, but I'm not holding my breath. I'm a bit shocked that Apple doesn't seem to have a clear process for how we will be upgrading our phones. Online? In-store only?
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Sep 8, 2016 6:13 AMby Neowolfwitch,One would think they would have had all of this figured out before they started the program, and certainly in the year since. I'm a business customer, so I have some account reps at the local Apple Store that I am hoping to hear from today. I can't get in to the Genius Bar until later this weekend, and that seems like overkill anyway since this isn't a hardware or software support issue. So far- this has been really disappointing. It sounds like pre-ordering is out, and if online ordering won't work- it's back to the 'old days' of waiting in line at the Apple Store and hoping for the best.
