iPhone Upgrade Program Look Up Tool Not Accurate

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"

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.

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.

Please let me know what they say.

thank you!

I have been on hold with them for over two hours

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

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

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

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!

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

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.

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.

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.

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!!!

In my humble opinion, the BIGGEST issue is the lack of supply for upgraders of the program in general. Aside from the obviously horrible "inactive serial number" and "not enrolled" issue is the widespread report of users like us who are 12 months into the program saddled with major supply issues. We are forced to trade in our phones in a store to get the 7 or 7 Plus and we must rely on in-store supply, rather that warehouse supply to be fulfilled direct to purchaser. For example, my younger sister who is upgrading her 6 to a new 7 Plus, as well as other new enrollees, are able to get their loan application approved online, with the phone shipped to their house. Apple is shafting the original users who started this program last year, it seems. Until they offer a way to upgrade, receive your 7 in the mail, and send back your 6s, this program is shamefully pathetic to second time users. Articles are popping up on the interwebs, and twitter, check it out for yourselves.