Promised an upgrade free of charge?

I've never personally heard of Apple doing anything like this. You would need to discuss it with whoever promised it to you in the first place. If it's not documented in you records, there's not going to be a whole lot anyone else can do about it. However, ask to speak to a supervisor when you call back.

Any Apple advisor empowered to do what you suggest, would have given you their personal contact details, a case number and other such traceable items. You would have received an email from them clearly spelling out what you had been promised.

If you have had these issues ongoing, you should have a case # or maybe even several to prove your claim(s).

This is what they do. They create a paper trail to avoid exactly what you suggest has happened. To accept that you have none of this is tough.

Is/was your phone under warranty at the time? That would be the only reason to advocate going in to a store to get a new device. And they swap like for like unless a senior advisor has authorized something else.

Maybe there are parts of your story you haven't told us?

Meg St._Clair wrote:

I've never personally heard of Apple doing anything like this. You would need to discuss it with whoever promised it to you in the first place. If it's not documented in you records, there's not going to be a whole lot anyone else can do about it. However, ask to speak to a supervisor when you call back.

I have to agree with Meg on this one. I have asked about swapping from a white to a black iPod nano years ago and more recently from a gray to a black iPad Smart Cover under warranty issues. They said that they could only do like for like. I'm thinking that the agent may have communicated something incorrectly to you as it wouldn't take them 3 days to call you back regarding the issue. They would have been able to issue the warranty replacement on the spot, confirmed shipping details, and sent it out. I have had items replaced (Apple Remote and Power Adapter) over the phone and I received the items within two days. Of course I can only speculate but the agent may have meant that they were going to look into doing a free upgrade and get back to you within three days. At that point I would have asked for the agent's name and extension or badge number so you could speak to the same person again. Anytime someone is offering something out of the ordinary make sure you get their information. Now at this point you are talking to employees that know that Apple doesn't do free upgrades for customers and the agent didn't make any notes on the ticket that they were looking into a free upgrade.

I know my thought it only speculation but in dealing with Apple Support for many issues in retail Apple Stores, over the phone, and over chat, I can say that the scenario I mentioned is probably very likely. The agent may have even meant that they were going to look into it but it came out wrong as they said it. At this point, your best bet is to get the replacement. There has to be someone that you know that can give Apple a credit card number (even a debit card will work). That will only be charged if you fail to return the old device.

Sorry.. but if you have case #s and were treated rudely on the phone, call Apple, ask for a senior advisor and give them the case #s ands tell them how you were treated. Apple records *every* call.

The "send a phone ahead of time" option you talk about costs $29 for shipping and they hold the value of the replacement device against a credit card until your arrives back at the repair depot. And it is always like for like.There is still a chance the replacement won't be free if they detect any damage to the phone you returned.

As well, no phone advisor would ever tell you then phone has a manufacturing defect, as there is no way to determine over the phone what is causing your issue(s). If they did say that to you, during which call? Tell Apple.

This forum is not the place to pursue this. If you have all the case #s and can tell them of your experience(s), tell Apple. Call and tell them.