iPhone XS iPhone XS purchase via Apple Upgrade program did not go through as trade-in

[nygiants242]

Seems like it is an entirely separate sale to my old iPhone X, hence no trade-in kit or other connected information. Has anyone else run into this issue? I called an agent, and they said I had to return this iPhone XS and re-order as an entirely new order. Seems very lengthy and painful. I tried speaking to a manager but the hold time was over an hour.

Any tips or advice? Is this the only solution? I was hoping they would be able to manually link the transactions, and send me a trade-in kit. Does not seem that hard?

Thanks!

 

[jtrue28]

Same is happening to me. No idea what to do.

 

[nygiants242]

Latest agent said that I could go and handle everything in-store, but have a hard time believing that. If I go, I’ll let you know.

Any other experiences with this?

 

[SisterBlue22]

Same exact thing happened to me. I had everything all pre-done in the Apple store to upgrade, trade in my phone, answered all the questions about the condition of my X, etc. Ordered at midnight, got a delivery date of the 21st. Noticed the next morning on my confirmation email that it said nothing about sending my phone back and others had that info in their emails. Spent two hours on the phone with Apple on Saturday morning and they couldn't fix it. I had to cancel and reorder, which resulted in me getting my phone today instead of on launch day.

 

[Mooseiah]

Latest agent said that I could go and handle everything in-store, but have a hard time believing that. If I go, I’ll let you know.

Any other experiences with this?

They may actually be able to help you in the store. When I bought my XS Max I ordered off the Apple Store app for pickup at a local store. There was no mention whatsoever of my iPhone X I bought on launch day last year via the iPhone Upgrade program until I brought it up with the rep helping me get my new phone. At that point they referenced my iPhone X and loan, and I had to pay a single months payment since I had only made 11 months payments thus far. They then took the iPhone X and it closed out my prior loan.

My suspicion with how it all went down is that as long as you have made 12 payments, and the phone is in good shape, you are able to trade the phone in to close out the loan regardless of whether or not you purchase another. Probably keeps things cleaner on their end where you have separate loans open for each phone, versus intertwined loans.

Either way, I've always found the service to be stellar in store if you have one convenient to you, that's where I would start.

 

[Wags]

Worst case scenario is you return the iPhone that you have and buy again under AUP.

 

[stafil]

Seems like it is an entirely separate sale to my old iPhone X, hence no trade-in kit or other connected information. Has anyone else run into this issue? I called an agent, and they said I had to return this iPhone XS and re-order as an entirely new order. Seems very lengthy and painful. I tried speaking to a manager but the hold time was over an hour.

Any tips or advice? Is this the only solution? I was hoping they would be able to manually link the transactions, and send me a trade-in kit. Does not seem that hard?

Thanks!

Nope. Just order a new one and return this once the new one arrives.

 

[Lobwedgephil]

Seems like it is an entirely separate sale to my old iPhone X, hence no trade-in kit or other connected information. Has anyone else run into this issue? I called an agent, and they said I had to return this iPhone XS and re-order as an entirely new order. Seems very lengthy and painful. I tried speaking to a manager but the hold time was over an hour.

Any tips or advice? Is this the only solution? I was hoping they would be able to manually link the transactions, and send me a trade-in kit. Does not seem that hard?

Thanks!

Care to elaborate why you think to didn't work? My trade in kit didn't ship until tonight. It is an entirely separate sale, the old loan only closes when they receive your trade in.

 

[nygiants242]

On my order page in the Apple Store there is no reference whatsoever of a Trade-In kit. If I go to Upgrade my phone now, it shows that I have the choice of two phones to upgrade: my XS I just received (although later obviously stating it is ineligible for upgrade) and my old X that was intended to be tied to this transaction.

This is definitely annoying - guess I will just try the store then!

 

[jtrue28]

yep, exact same for me. Incredibly annoying and somewhat concerning that Apple can't figure this out.

Update:
Called Apple again today. They have no answers and actually referred me to CitizensOne. I called that number and they were confused why Apple told me to call them. According to CO, my iPhone X is not eligible for upgrade. I'm writing this as I sit here with 4 current loans through them and the new iPhone XS Max.

Pretty much just said eff it and paid the GD thing off through their phone system. Whatever. I'll keep it or sell it somewhere.

 

[StoneCold X]

Wrong thread

 

[nygiants242]

Just wanted to circle back here - they were able to very quickly handle it in-store, not requiring a return or anything like that. I held on to my XS, and they took the X and processed the return.

 

[Messier77]

Exact same thing happened to me as well.

 

[Messier77]

Update: They ended up having me return my XS Max at the Apple Store. Then they did my iPhone Upgrade at the store immediately thereafter, gave me a new XS Max and had me hand in my deactivated 8 Plus. The person at the Apple Store was helpful and pushed through a couple of issues for me (like the phone showing up as "beyond the return period" despite only being received last week). I also received e-mail confirmation of a refund of all charges for the original XS Max loan as well as an e-mail notice that the Citizen's One iUP loan for the 8 Plus was closed.

Neither Apple Tier 2 Support (iPhone Upgrade Program - Tier 2 Specialist) nor anyone at the Apple Store had ever heard of this happening before, but I showed them this thread to prove it was real and was happening to others.

Apple also gave me a discount code (up to $45 off $300) for my troubles.

Hope this helps anyone with this issue.