Neowolfwitch

Q: iPhone Upgrade Program Look Up Tool Not Accurate

Not sure where to go with this other than to bring my phone to the Apple Store, along with my billing statements. This is the closest "Support" option I could find. Maybe others have had a similar issue?

 

There is now an iPhone Upgrade Program look-up tool that is supposed to check your eligibility for an upgrade. I bought an iPhone 6s under the program as soon as it was released last year, so I should be eligible for an upgrade when the iPhone 7 comes out.

 

(Link to the tool below, from Apple's Web site.)

 

When I type in my serial number and the last four of my IMEI, and I've done this five times to make sure it wasn't a typo, I get a message that I'm not enrolled. ***?

 

It looks like you're not enrolled yet.

Your iPhone isn't registered for the iPhone Upgrade Program. You can purchase a new iPhone with the iPhone Upgrade Program at any time,
or go back to check the upgrade status of a different iPhone.

 

https://secure1.store.apple.com/shop/eligibility/checkUpgradeEligibility?_np=sta ndard/home/shop_iphone/family/iphone_7/s…

iPhone 6s, iOS 9.3.5

Posted on Sep 7, 2016 2:27 PM

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Q: iPhone Upgrade Program Look Up Tool Not Accurate

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  • by JazzPaw,

    JazzPaw JazzPaw Sep 9, 2016 7:11 AM in response to CaptainBlue
    Level 1 (4 points)
    Sep 9, 2016 7:11 AM in response to CaptainBlue

    From our experience, you are probably correct. They probably didn't handle the replacement correctly and the database is now fubar. You need to force them to go back and fix it. It won't fix itself by waiting as the low level support is advising.

  • by GlenR88,

    GlenR88 GlenR88 Sep 9, 2016 7:39 AM in response to Neowolfwitch
    Level 1 (4 points)
    Sep 9, 2016 7:39 AM in response to Neowolfwitch

    Well mine still showed as not enrolled even though I was told it would be fixed. So I went ahead and just enrolled in the program as a new customer. I'll call and see if I can get it straightened out in time for delivery. One thing I noticed is that it says the phone will be shipped to my house and not the store. It frustrates me when I see the advertisement for the upgrade program where it says "it's just that easy"

  • by iPhone_user1711,

    iPhone_user1711 iPhone_user1711 Sep 9, 2016 8:04 AM in response to Neowolfwitch
    Level 1 (4 points)
    Sep 9, 2016 8:04 AM in response to Neowolfwitch

    I think the problem with ordering it as a new customer is that I am not sure how the devices will be swapped and the overall transition would happen. I don't want to end up in a situation where I am stuck with both the devices and have to figure a way out.

  • by Sensibile1,

    Sensibile1 Sensibile1 Sep 9, 2016 9:21 AM in response to GlenR88
    Level 1 (4 points)
    Sep 9, 2016 9:21 AM in response to GlenR88

    I decided to do the same thing. My 6s Plus wouldn't show in the system so I went ahead and ordered a 7 Plus as a new customer, so I am now on hold with 1-800-MY-IPHONE hoping that they can give me an answer on a consolidation, or else I may just cancel the order.

  • by GlenR88,

    GlenR88 GlenR88 Sep 9, 2016 9:36 AM in response to Sensibile1
    Level 1 (4 points)
    Sep 9, 2016 9:36 AM in response to Sensibile1

    Please let me know what they say.

     

    thank you!

  • by Sensibile1,

    Sensibile1 Sensibile1 Sep 9, 2016 10:12 AM in response to GlenR88
    Level 1 (4 points)
    Sep 9, 2016 10:12 AM in response to GlenR88

    I have been on hold with them for over two hours

  • by Sensibile1,

    Sensibile1 Sensibile1 Sep 9, 2016 10:53 AM in response to GlenR88
    Level 1 (4 points)
    Sep 9, 2016 10:53 AM in response to GlenR88

    I had to cancel the order, they could not advise me on my eligibility enrollment issue. I am upset about this ;(

  • by GlenR88,

    GlenR88 GlenR88 Sep 9, 2016 10:55 AM in response to Sensibile1
    Level 1 (4 points)
    Sep 9, 2016 10:55 AM in response to Sensibile1

    Wow Shame on Apple. they are going to get an earful from me before I cancel. We do our part, pay on time, do everything the way we are supposed to, and they completely failed us on their end. Sounds like a breach of contract to me. Thanks for the update

  • by Sensibile1,

    Sensibile1 Sensibile1 Sep 9, 2016 11:05 AM in response to GlenR88
    Level 1 (4 points)
    Sep 9, 2016 11:05 AM in response to GlenR88

    I Guess best bet is to make a Genius Bar appointment. i agree with you, shame on them.

  • by Sensibile1,

    Sensibile1 Sensibile1 Sep 9, 2016 11:08 AM in response to GlenR88
    Level 1 (4 points)
    Sep 9, 2016 11:08 AM in response to GlenR88

    the issue is apparently some discrepancy that our devices are not 'enrolled' in apple care+, so it has to be something that my sales associate did back in october of last year when i got the 6s Plus. I heard of issues of enrollment when devices are replaced under the program, however i have had my original since i purchased it. this would make sense as they have to update the serial number, however, mine matches my original purchase receipt. absurd!

  • by Sensibile1,

    Sensibile1 Sensibile1 Sep 9, 2016 11:09 AM in response to GlenR88
    Level 1 (4 points)
    Sep 9, 2016 11:09 AM in response to GlenR88

    however, the point is there is no fix on their end, and i can't reserve a phone to pick up in store because i have to enroll in the program again, so we are stuck in a feedback loop....terrible customer service

  • by GlenR88,

    GlenR88 GlenR88 Sep 9, 2016 11:18 AM in response to Sensibile1
    Level 1 (4 points)
    Sep 9, 2016 11:18 AM in response to Sensibile1

    I Was promised twice yesterday, once on the phone and once on a chat, that the problem would be fixed by the time the phone went on sale. The original poster brought to our attention the problem could be with Applecare. So I spoke directly with Applecare to make sure my phone serial number was correct and the applecare was registered properly. Oddly enough my serial number on my box and receipt do not match the one on my phone, even though the only thing I had done was a screen replacement. i tried to enter both serial numbers and imei numbers just to see why would happen and both show as not enrolled. Now we will have to wait until they finally resolve the issue, which could be over a month for all I know. Chances are I will have to make another payment on my 6s plus and next year I won't be eligible for a month after the next device is released. We are getting royally screwed by Apple. im so disgusted.

  • by xrayslim,

    xrayslim xrayslim Sep 9, 2016 11:22 AM in response to Neowolfwitch
    Level 1 (4 points)
    Sep 9, 2016 11:22 AM in response to Neowolfwitch

    Same here.  On hold for over 2 hours to get no resolution.  I am looking at my original receipt with the matching serial number and the included AppleCare+ Iphone Upgrade program clearly shown.... still shows Not Enrolled.  I even went to an Apple store on Wed and they looked up my original receipt showing everything correct.... they could not help either and suggested to wait until launch.  Yesterday support told me that they were aware of the issue but would be resolved by preorder launch... it was and still is not.  I have an open case but not even the slightest help resolving the issue.  Terrible support for a program they heavily pushed last year.

  • by Sensibile1,

    Sensibile1 Sensibile1 Sep 9, 2016 11:47 AM in response to GlenR88
    Level 1 (4 points)
    Sep 9, 2016 11:47 AM in response to GlenR88

    if you come to a solution at any point, please post here! we are all in solidarity, and i am happy i was able to cancel my order and save myself from accidentally opening another loan up, at least that part was easy.

  • by iPhone_user1711,

    iPhone_user1711 iPhone_user1711 Sep 9, 2016 12:06 PM in response to Neowolfwitch
    Level 1 (4 points)
    Sep 9, 2016 12:06 PM in response to Neowolfwitch

    I have been trying to contact Apple via all means but I haven't been able to get this issue resolved. I think I won't be able to get the new iPhone any time soon and will have to wait for it to be generally available in the store. Pathetic! Shame on Apple! Worst services ever!!!

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