I Was asked at Apple Manhasset for a Passport to buy an iPhone!

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Level 1

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I Was asked at Apple Manhasset for a Passport to buy an iPhone!

*****Please forward to Apple Corporate Complaint Department*****

I was so excited to get my first iPhone ever. I got out of work and ran to the Apple store in Manhasset, NY on the 6S launch date. Of course, they did not have any in stock. I was directed to order the phone online at 8:00 am the next day and was pleased to be able to go back once again to pick up the phones. I walked into the store exited to pick up an iPhone for me and my wife once again. I was asked for my credit card and my licence. They deliberated at the counter for quite a while and came back in the most accusatory tone implying my Florida Licence meed the criteria as proof of identity. I was then asked of I had an alternative Id like a passport. I did not realize the I have to pass a Homeland Security checklist to but a phone from apple. I offered my work id, Insurance Card, Ten other credit/debit cards with my name and even offered for my wife to face time an id that is acceptable. This was all refused. I asked to speak to a manager and was again assaulted with the accusatory inquisitions by Manager Matthew Cooperman. I did not see a single other customer asked to present a Passport to buy an apple phone and was startled as to why my face was singled out. I have never been so humiliated as I was at this Apple Store as any other establishment in my 48 years of life. This was to be my first iPhone and at this point, its unlikely that I will ever buy another Apple product again. Perhaps customer services is something that Apple does not care about.

iPhone 6 Plus

Posted on Sep 26, 2015 2:07 PM

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Answer 1

babowa

Level 9

78,568 points

Sep 26, 2015 2:51 PM in response to sookmann

You are addressing other users - these are user to user forums with people volunteering their time to help other users with technical questions. There is no one from Apple here.

Did you sign up for the upgrade program? Then do take a look at this:

http://www.apple.com/shop/iphone/iphone-upgrade-program

it spells out what you need and what to expect when you sign up for the upgrade program. The program is administered by a third party: Citizens One Bank and Apple is facilitating the paperwork.

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Answer 2

Sep 26, 2015 2:54 PM in response to sookmann

I am afraid you are going to have to forward this yourself.

Since we are just users, Apple is not going to recognize anything we forward to them as valid.

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Answer 3

deggie

Level 10

167,525 points

Sep 26, 2015 4:02 PM in response to sookmann

Did the manager give you an explanation for why they were questioning your ID? Did you ask the manager for the phone number for the regional director?

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Answer 4

sookmann Author

Level 1

0 points

Sep 26, 2015 4:12 PM in response to deggie

They don't have a licence checker. It appears they have a book to see what an out of state licence look like. The whole paranoia was weird. I was so mad, I could not think straight. Is this typical?

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Answer 5

deggie

Level 10

167,525 points

Sep 26, 2015 4:19 PM in response to sookmann

I didn't ask anything about a license checker. I asked if the manager explained to you why this was occurring. No, this is not typical at all but this is the first time they have had the Apple Upgrade Program. If you were trying to purchase a phone under that plan then as babowa said it may have been a flag from the bank handling the program and they rejected your ID. The Apple employees may have actually been trying to help you find another way to satisfy that bank as they have to follow their rules.

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Answer 6

sookmann Author

Level 1

0 points

Sep 26, 2015 4:26 PM in response to deggie

The manager said my licence does not look like the template they have on file for that state. This was not an upgrade program issue, I was purchasing devices at full price.

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Answer 7

deggie

Level 10

167,525 points

Sep 26, 2015 4:30 PM in response to sookmann

Why does your license look different from the template? Were you using a credit/debit card or writing a check? Something had to flag them to even look at your license and the template.

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Answer 8

sookmann Author

Level 1

0 points

Sep 26, 2015 4:42 PM in response to deggie

Licence looked normal. Paying with credit card. The flag may be the brown skin.

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Answer 9

deggie

Level 10

167,525 points

Sep 26, 2015 4:45 PM in response to sookmann

I seriously doubt that in any Apple Store. I would guess that your credit card flagged it. Call the store and make an appointment with the manager, ask him why your Florida license was questioned (is yours a new one from Florida that doesn't match an older template maybe) an what triggered the incident.

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Answer 10

Sep 26, 2015 6:43 PM in response to sookmann

A lot of states don't accept DL from other states. Even with a template show what the DL looks like. To start with them if they take DL from Florida. In Colorado the DMV won't let you get a Colorado DL using a New Mexico DL. That was the case just a few years ago.

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Answer 11

Skydiver119

Level 9

53,489 points

Sep 26, 2015 6:50 PM in response to sookmann

Another thing to consider, a few months ago someone got my credit card number and the one thing they tried to buy was to go into a local Boost Mobile store and purchase over 1,000 dollars of something (for that money I can only guess an iPhone or two). So using a stolen card/identity to purchase something highly resellable like an iPhone isn't unheard of.

And would be a reason for staff to be skeptical. Not fun to experience if you're on the other end, but maybe a reason for them to question.

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