As
@jaybar suggested, being persistent & polite is key. The issue is that neither Apple or Citizens want to do the legwork to figure out what the issue could be, but not EVERY employee is that way.
I drove to another state to an Apple store to pick up an iPhone X for my sister in law that would be used on my cellular account. I reserved the phone online to be picked up at the store, got the confirmation email that it would be ready at a specific time, and in the email it also stated that the primary account holder for the cell account could pick up the phone, that person being me. I drove a little over two hours to pick up the phone, wait in line for 30 minutes only to be told that I had to be an authorized user on my sister in laws Apple account to pick up the phone. The employee told me to have my sister in law call Apple support to have my name added as an authorized user on her account and that I would have to get back in line and it could be up to two hours before I was waited on again. So I accepted what she told me at first, called my sister in law, and waited for her call back to say I was added to her account. As I waited for her call, I realized that after waiting in line for maybe another two hours that I still had to drive two more hours back home, so I went and talked to a different Apple employee who was on the outside of the store directing customers to the proper line to pick up there preorders. I told him what the original Apple employee had told me and also that in the confirmation email it was stated that the primary cell account holder could pick up the phone. He pulled out his company iPhone and looked into my situation, did the extra work of figuring out what the first employee overlooked and I was on my way in 15 minutes with the new phone.
It’s all in WHO you talk to, HOW you talk to them, and WHAT they’re willing to do by going that extra mile to help you out.
Don’t give up!
Now back on topic!
C'mon Apple we shouldnt have to go through all this!!
