I eventually got a code that worked.
It took nearly 2 weeks, 7 encrypted PDFs, 6 passwords to get a total of 3 codes (the second was sent at least 5 times), a bunch of emails to email@example.com (mostly replied to with the "How to redeem a code" instructions). I eventually copied my email to Tim Cook, not expecting a personal reply just hoping that it would get passed to someone in a higher tier than the one I was dealing with. Within a day of this email, I got a reply from someone in their "Executive Relations Team" from a number in Ireland, they promised to send me a working code and then call back to check it worked. As promised, the code came through within minutes (in plaintext) and it worked first time. They even called back when they said they would to check everything had happened smoothly.
Overall, I am really unimpressed with how the Up-to-date program was run but happy with the end result.
The content code we all got in the Email is NOT the code to download Mountain Lion. It is the code to open the pdf file that was attached to the email. (You should have gotten two e-mails). Download the pdf, plug the code in there as the password, and it will open to reveal a shorter code to copy-and-paste into the "redeem" slot at the app store.
SAME HERE! 10 days now of exchanging dozens of email with numerous supports!
After purchasing my iMac I tried to redeem my upgrade to Mountain Lion (On 8 August 2012). I received the code. After I entered the code in the REDEEM in APPSTORE, I immediately received the information: This code has already been used. Each code can only be used once.
I have been in contact with all possible Apple support - and STILL have no hel and no solution.
4 days ago I received 2 more emails with a code (in PDF, accessible after entering a special password sent in a separate mail) but it is the SAME code which I received on 8 August.
I checked my account in AppStore - there is no mountain lion in Purchases, nor in updates. My Mac is still in Lion system.
I have been corresponding with numerous people in Itunes support - they cannot help. I contacted my country's support - they cannot help. I contacted firstname.lastname@example.org - and all I get is an automatic answear how to redeem your code.
I am losing my patience, because all I want to is to get the CORRECT code and have someone help me. I dont want to talk to a machine sending me automatic replies.
The problem is obviously on APPLE's side.
How difficult is this to ADDRESS THE PROBLEM by Apple? There are 30 pages of people with the same problem!
I could get it and buy for 16 euros, but why???? For Apple to pay more money to their INCOMPETENT support?
Hi I have the same problem, firstly i sent them a request within 30 days of purchase which I never got a reply back from, second attempt they told me I was passed 30 days, explained this was a second attempt with previous ref.
All was sorted got pdf ( as well as email with password) to get content code.
Content code had error it has already been used, explained this, they came back saying you didnt qualify as i passed the 30 days purchase day qaulification, explained it again. They sent me same content code again & again, eventually after making a fuss Charles sends me an email very apologetic & saying he has sent me a new content code. Wow to no surpise of mine it was the same code again, explained this whereby he told he doesnt have tecnical expertise on this situation & cannot assist further. How technical is this, you sent me same code **** man is this what Apple has become a whole lot of frustration!
Ok now Charles understands & all apologetic again, he tells me I should ignore the email. The content code orginally sent has probably been used by another Apple ID of mine, how so? Are you implying something here when I am not the only one with the same problem & refering him to these Apple discssions with numerous others experiencing the same issue. I have checked my purchases & tried to check for hidden purchases with no success.
I see now that even those that purchased the upgrade had similar issues.
Now I think I am on ignore as no one is coming to me & replying to my emails.
This is totally pathetic service & my last Apple product, since last year all has gone downhill for Apple.
Hi, ive made a complaint last week, I got another apology from Jody taking over from Charles. I was told that I should contact another email, specifically for my country. I get a reply from that country I must locate my country on website & call that number to assist me. My country is not on that list!!
When Steve Job died so did APPLE.
I think I am going to move to Microsoft & Android. Well I have moved to Android great product!
Writing from the US here. Bought a new iMac in July, sent in purchase data & received confirmation that machine was indeed eligible for the free Mountain Lion upgrade by mid-August.
I've had finally the time to do the upgrade now in November. First, I tried the password to "unlock" the PDF - both from emails sent in August. Didn't work. Requested new password yesterday, received two new emails today, and -- guess what? - the new password doesn't work. Emailed the uptodate support again today but got a response telling me to file a complaint/help ticket at the app store.