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I’m overdue upgrading my phone. Please can you advise how you are addressing this during lockdown, as this has to be done in store?
If there is no plan to continue this programme upgrade during lockdown, and customers have to continue paying their monthly instalments? If so what compensation is in place?
The trade-in page seems very clear that you can do it by mail:
Just post it off or bring it in.
Trading in your device is as easy as buying a new one. We’ll give you a prepaid trade-in kit or you can take it to an Apple Store. We’ll either give you instant credit towards the purchase of a new product or send your device on to our recyclers.
If you try, does it fail to work?
It does not have to be done in-store.
Apple will send you a trade-in kit for your old phone, and you can have your new phone shipped to you.
Thanks William. I’ve learnt that the hard way. There should be something sent out to all on the plan to explain this. Also, you would of thought a company such as Apple would of had a continuation strategy in place for such instances. I’m currently paying for 2 plans In excess of a £100 that are now a overdue. Very frustrating. Won’t be continuing with the upgrade.
Thank you again for responding. Jo
I spent hours on a virtual chat platform, and then was told that it cannot be updated unless in store and that they hope to be open again soon. Terrible policy for such instances whereby you are not able to attend physically. It’s something that they will need to address.
I would suggest (well I am) continue paying until the 20 months are up and the phone is fully paid for, or (what I’m doing with one of my handsets) selling it and pay Barclays off.
Hopefully the stores will be open soon. However, I’m not going to be able to get to one any time soon. I used to go to Regent Street close to where I work. However, looks like I’ll be working from home for some time now! In any case, they should be trying to reduce in store traffic to an absolute minimum. You don’t need to go in store to upgrade in the US, so they can surely do it here in the UK too.
For what it's worth. I just tried again at the other end of the day.
"I'm sorry, we're currently closed and your call cannot be answered by an Apple specialist. For general information about store hours ... please visit apple.com/uk"
This is not the same as the iPhone Update Programme.
https://www.apple.com/uk/shop/iphone/iphone-upgrade-program
"The iPhone Upgrade Programme is available only at an Apple Store"
Use the link at the top right of this page to contact Apple.
Alas, in the UK it does have to be done in store ... and all the store are closed and there is no way to contact Apple about this issue.
In England. Yes it does. Thanks.
So, what are we to do? I’ve tried to phone Apple but after pressing several numbers for various options always end up with the message saying they are currently closed. It is dreadful.
I'm sorry to hear that; I couldn't tell you precisely why.
I assume this is how you tried to contact Apple:
Correct. If Apple - one of the largest companies in the world - cannot answer the phones what hope is there.
Grrrr, thanks, sorry for the misdirect.
Apple Upgrade Programme during lockdown
