Q: iPhone Upgrade Program Look Up Tool Not Accurate
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Sep 8, 2016 9:17 AMby rzafar,This happened to me too. I bought my iPhone on launch day last year through the upgrade program. In March or so of this year, Apple replaced my phone due to a problematic battery in store. When I entered the serial number of the replacement phone in the lookup tool, it said I wasn't enrolled. I spoke to several people in Support, who eventually escalated the issue to an engineer, who said the issue should have been resolved, but it wasn't. He referred me back to the Apple Store where I had the replacement phone issued. When I spoke with the store, they tried to refer me back to Support, and even Citizens One! It was beyond frustrating, but after a few more days of dealing with the store, I was told the lookup tool should have the correct information, and the issue finally seemed to be resolved.
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Sep 8, 2016 9:21 AMby iPhone_user1711,Hi Everyone,
I have the exact same problem and it's really frustrating to experience such a support from Apple, despite being an iPhone Upgrade Program subscriber. I have been trying to get an answer from them since yesterday and even after multiple interactions via various means, I don't see a commitment from Apple towards its customers. Every time I have been told to keep trying with the tool; if that doesn't work try pre-ordering tomorrow and even if that doesn't work then go to a store on Sep 16 and try mu luck...Awful response...
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Sep 8, 2016 9:51 AMby GlenR88,Finally spoke to someone helpful at Apple. He said Apple is aware of the problem and are working to get it fixed.
He said we will be able to go online and reserve a phone tomorrow. I said I will be required to fill out the eligibility tool again so will it be fixed by the time the phone goes on sale? And he said "Yes Absolutely"
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Sep 8, 2016 2:31 PMby CaptainBlue,Just wanted to chime in and say that I am experiencing the same issue with my girlfriends iPhone 6s that she purchased on day one.
She had her iPhone replaced at the Genius bar a few months ago, I'm curious if this has mistakenly triggered the error message. Do you still have your original device?
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Sep 8, 2016 2:45 PMby Neowolfwitch,FIXED!
I managed to get in to the Genius Bar this afternoon. After the Genius and one of their sales managers did some digging, they figured out what happened and got it fixed. It took about 20 minutes...
I did get a replacement iPhone 6s shortly (a little over a week) after I bought the original one on the plan due to audio problems. So- that is apparently what started this, and it sounds like that might be the case with others who have reported it.
The replacement phone was processed correctly on their end, but for some reason- the serial number wasn't updated in the AppleCare+ system. Apparently the AppleCare+ database is actually used for tracking this whole program.
The folks at the Apple Store went through their contacts at AppleCare, got my phone added to their system, and now it shows up in their online eligibility tool.
They did tell me that, while it hasn't been confirmed 'officially', they believe the system will work the same as last year when we first signed-up for the Upgrade Program: You can pre-reserve a phone online tonight under the iPhone Upgrade Program. You won't need to put any money down, and you will get a notification when your phone is available for pick-up at the Apple Store. You will then trade in your old phone and get the new one set up at the Apple Store, with a new payment plan. Of course- you will still need to pay your first payment and taxes to pick up the phone. So- even if you can't verify eligibility online- you "should" be okay.
I guess nobody will really know for sure until early tomorrow morning...
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Sep 8, 2016 2:40 PMby CaptainBlue,I assumed this was the case. I used to work for Apple Retail at the Genius Bar - it was an uncommon issue that an iPhones "Activation Profile" and it's connected AppleCare+ would not transfer to a replacement device. We had to submit an escalation to AppleCare for it to be resolved (within 24 hours). Nice to know they fixed it for you in 20 minutes!
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Sep 8, 2016 2:41 PMby Neowolfwitch,And, actually, the upgrade eligibility screen (which I hadn't seen before now) confirms what they told me in the Apple Store:
Beginning September 9, you’ll be able to make a reservation online to upgrade at the Apple Store.
On the day of your appointment, just bring your current iPhone with you and check in with a Specialist to complete the upgrade process.
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Sep 8, 2016 4:52 PMby xrayslim,Same issue here as well. I went into an apple store yesterday and was told that because the new phone hasn't been released yet it may show this but I was able to successfully use the lookup tool several weeks ago So not sure what is going on. I get the same message above and would really like to preorder the 7 tomorrow but have a feeling that won't go smoothly. I am looking at my original receipt showing purchase of AppleCare Plus with the iphone upgrade program.
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Sep 9, 2016 6:43 AMby iPhone_user1711,Looks like I am stuck because of this issue. I went to the Apple store yesterday and told them about the problem. After some time they realized that something is messed up in their system related to my last year's purchase. They opened a case for correcting it and told me that it will be taken care of as soon as possible. However, it appears that it hasn't been fixed yet as I am unable to pre-order my new iPhone...Disappointed! :-(
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Sep 9, 2016 6:49 AMby JazzPaw,This issue is being investigated on my wife's account. In her case, someone else misregistered their new phone with her serial number by mistake. Apple took a while to track down that problem, and initially tried to send her to the Genius Bar, a week from now. DO NOT ACCEPT THIS!
The problem is in Apple's database and cannot be fixed by store personnel. It requires someone with access to the serial number history. You need to demand a resolution from support. You should have all your documentation available and demand that they look into it.
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Sep 9, 2016 6:52 AMby Neowolfwitch,It may be too late at this point, but found out when Pre-Orders opened this morning that contrary to what the Apple Store told me- you do need to validate your upgrade in their online ordering system.
One thing that might work if you can't: Sign up for a NEW Upgrade Program iPhone. It will still do a reservation for you and you will still need to go to the store to finalize things. Hopefully by the time the phone is in the store- they will be able to fix the problem for you there. If not- you shouldn't be out any money and can just cancel it.
Otherwise- I guess the only option is to wait a few more weeks. I know that ***** and defeats the purpose of the Upgrade Program for those of us that always want the latest technology right away, but Apple doesn't seem to be giving any better options right now. There is always the old-school waiting in line for the store to open next Friday...
