Apple Screws Me Twice: Won't Let "Authorized User" Upgrade

[SuparShadow]

Why are people like being elitist ass holes like you? For the record, I am on a family plan, Am a registered user, and upgraded just fine at an APPLE store. Go do some research before you start mouthing off.

Excuse me? I went into an Apple Store today, I have exchanged e-mails with the store manager, and called Apple's sales number and was told the same thing by all three parties: that only the primary accountholder could perform the transaction in an Apple Store.

Not to mention all of the anecdotal evidence here supporting that as Apple's policy.

Sounds to me like you just lucked out. I mean, congrats, I wish I had gotten an Apple employee as lax as the one who sold you your iPhone, but it sounds like you're the exception to the rule.

 

[PURCELL429]

I had this exact same problem today... I am an authorized user on the account, and they would not let me purchase the phone in the Apple store. So I went to an ATT store, and, in addition to all the local stores being sold out, the guy at the store said there was nothing I could do except be put on a "Preorder" list (not sure how you preorder something thats out already...), and wait 14 days or more.

So I ordered it online, and now have to wait a week for it to get here, even though the local apple store has tons of them in stock. It is a bummer, but I think the blame lays with ATT here, not apple.

 

[SuparShadow]

It is a bummer, but I think the blame lays with ATT here, not apple.

Except AT&T let you (and would let me) place the order, and Apple wouldn't/won't. It's my understanding that the problem is that Apple's interface can't see authorized users on AT&T accounts, only the primary accountholder, so to avoid liability they won't sell an iPhone to anyone but that accountholder.

It's a flaw in the system, and for whatever reason, Apple doesn't seem to permit any workarounds (calling AT&T and checking a person's status as an authorized user, for instance).

Yet you can order an iPhone on apple.com without being the primary accountholder. Hell, you could order an iPhone on apple.com without being an authorized user if you got your hands on the right phone number, zip code, and the right last four digits of someone's SSN.

Sounds to me like the problem is definitely on the Apple side here.

 

[DVNIEL]

The bottom line is that its NOT YOUR SSN thats attached to the account.

If you want more power over your accounts and proclivities, then get them in your own name.

 

[SFStateStudent]

Well, speaking from experience, I am the primary account holder and purchasing the 1st iPhone required my presence; purchasing the 3G required my presence, then I authorized everyone on my Family Plan to pre-order their 3G & 3GS from AT&T then they can go and pickup their 3GS iPhone when it comes in, and I don't have to make a trip to the Apple Store every time someone makes an upgrade to their iPhone. I'm certain I would be poking one of my eyes out if that were the case....

 

[SuparShadow]

The bottom line is that its NOT YOUR SSN thats attached to the account.

If you want more power over your accounts and proclivities, then get them in your own name.

Except the person whose SSN is on the account, has authorized the extension of those rights to me. AT&T is the company that bills us and reports the account to credit bureaus under the attached SSN, not Apple. And AT&T recognizes and permits me to make these kinds of changes, so there's no reason Apple shouldn't.

It isn't like I'm trying to upgrade my phone behind the accountholder's back here; believe me, I'm as fully authorized to perform this transaction as the primary accountholder is. AT&T sees no distinction.

 

[bruinsrme]

I just did this exact thing at the Apple Store at Partridge Creek in Michigan. At first the salesperson said that I couldn't because my wife is primary and I am an authorized user. I told her that I had just upgraded my wife's phone at an AT&T store an hour before without her present and intended to do the same there with my iPhone. She spoke to her manager and he said that I was right and as long as I was an authorized user and had the last 4 of HER SS# there wouldn't be an issue. There wasn't.

I would have been pissed if I had had to drive an hour back to get my wife and then another hour to the Apple store, especially since I had just done exactly the same thing with her phone at an AT&T store.

mom and wife seem to have something to do with why you had no issue and the OP did

 

[SuparShadow]

mom and wife seem to have something to do with why you had no issue and the OP did

How do you figure? I'm over 18, my last name is the same as my mom's... I mean, unless you think ddavid showed the Apple specialists his marriage license or something, I'm not sure how (or even why) they would draw a distinction between spouses and other family members.

 

[bruinsrme]

How do you figure? I'm over 18, my last name is the same as my mom's... I mean, unless you think ddavid showed the Apple specialists his marriage license or something, I'm not sure how (or even why) they would draw a distinction between spouses and other family members.

Tell me did you at anytime say the word (mom) in your conversation with the ATT rep?

Like I said mom and wife, for the most part, is two different stages in life. not 100% of the time but the majority of the time.

Why not take your mom with you to get the phone, then treat her for lunch with all the money you are saving on being on her account?

 

[SuparShadow]

Tell me did you at anytime say the word (mom) in your conversation with the ATT rep?

Like I said mom and wife, for the most part, is two different stages in life. not 100% of the time but the majority of the time.

Why not take your mom with you to get the phone, then treat her for lunch with all the money you are saving on being on her account?

Someone's not following:

- My problem wasn't with an AT&T rep; they're more than willing to let me purchase an iPhone without my mom present, it's the Apple Store that won't. Also, you didn't explain anything: if Apple's policy is that only the primary accountholder can purchase an iPhone, it shouldn't matter if the authorized user is a husband, son, brother, uncle, whatever. What do "stages in life" have to do with anything?

- I'm in New York, my mom is in California. Paying the full $599 for an unactivated phone would be cheaper and easier than flying across the country so we can walo into an Apple Store together.

- I'm not exactly "saving money by being on her account." The account was opened when I was a minor, so I was unable to — at the time — open my own account, and if anyone saves money by being on a family plan, it's her. I pay a higher balance towards our bill each month than she does. Is it more economical for me to be on a mutual account than if I had my own, individual plan? Yes. But it's also more economical for her and the other members of our family on the plan, too. Although I didn't realize that being financially sensible is something to be villainized for and condescended to about. Go figure.

 

[Dsr1205]

 

[bruinsrme]

Someone's not following:

- My problem wasn't with an AT&T rep; they're more than willing to let me purchase an iPhone without my mom present, it's the Apple Store that won't. Also, you didn't explain anything: if Apple's policy is that only the primary accountholder can purchase an iPhone, it shouldn't matter if the authorized user is a husband, son, brother, uncle, whatever. What do "stages in life" have to do with anything?

- I'm in New York, my mom is in California. Paying the full $599 for an unactivated phone would be cheaper and easier than flying across the country so we can walo into an Apple Store together.

- I'm not exactly "saving money by being on her account." The account was opened when I was a minor, so I was unable to — at the time — open my own account, and if anyone saves money by being on a family plan, it's her. I pay a higher balance towards our bill each month than she does.

Pardon my confusion between Apple and ATT.
I would venture to say if my son 19 went into an apple store and he wanted an iPhone under my account they would say no. If my wife I think the result would be different, which she has made changes without being authorized on the account,
If ATT, Apple, or Best Buy tagged my account with a two year contract without, the primary account holder,me, being present I wouldn't be too happy especially if I had plans to cancel the service.
Apple doesn't want to delve into that arena so they have more stringent rules. ATT and Bestbuy may be a little more forgiving and willing to take the risk in a phone coming back.
Let me tell you there is one thing you never mess with as a man, pissing off someone elses wife by unnecessarily tieing up their time. So as discriminating as it may seem, the wife card is sometimes the ticket.
On the other side, the NY and CA locales also may have played into it.
Looking at this:
18 yo looking to buy the hottest phone
18yo is in NY
Contract holder mom, is 3 time zones west.
I would think the odds would be, you would walk out of there without an iphone.

Apple employess followed the clearly stated rules set forth by Corporate. Corporate thinking; Can we help the next wanting person wanting an iPhone or buy a 13 inch MBP.

Honestly, ATT did you a service.

You could have sent your mom the money a week in advance, she could have picked up the phone and send it to you. I purchased the 32Gb 3Gs for my son at the same time I picked up mine. When I saw him 5 days later we simply changed over the SIM card and he was all set. heck I considered mailing it to him.

Monthly iPhone with 200 messages runs around $93 and up
Family 1 iphone and 2 regular with unlimited runs around $145
Being on the family plan and adding an iphone is a lot cheaper, around $48 a month.

 

[quagmire]

A) Holy crap, why is everyone attacking the OP?

B) Did Apple change the policy for the 3G S? As last year I was able to go into the Apple Store and upgrade to the 3G from my original with no problem. I was an authorized user, gave my dads SSN, selected the plan, and paid with CC with my ID. Left and went home to activate.

 

[Chaos123x]

Why don't you get the person to come with you?

If they live too far away why don't you have them pick it up for you and ship it to you?

If you really live that far why be on a family plan at all? isn't that cheating?

 

[quagmire]

Why don't you get the person to come with you?

If they live too far away why don't you have them pick it up for you and ship it to you?

If you really live that far why be on a family plan at all? isn't that cheating?

I didn't know there was a distance limit on a Family Plan.....

 

[bruinsrme]

A) Holy crap, why is everyone attacking the OP?

B) Did Apple change the policy for the 3G S? As last year I was able to go into the Apple Store and upgrade to the 3G from my original with no problem. I was an authorized user, gave my dads SSN, selected the plan, and paid with CC with my ID. Left and went home to activate.

yes they did. primary holder has to be present.

 

[Chaos123x]

I didn't know there was a distance limit on a Family Plan.....

50 mile rule....

Oh wait thats for hiking the appalachian trail to argentina.

 

[simplemind]

everyone needs to shut their pie holes about the OP's issue of not getting his own plan BS, so what? really? so what?
My wife and I are on a family plan with my Mom being the account holder (I am an Authorized User) and I went into my local Apple store the next day after the 3GS came out to surprise my wife with a new white one. Neither me nor my wife were eligible for the discounted price but my Mom was, I told the lady at the APPLE store that was helping me exactly this, we walked over to a Mac Pro, logged onto the Apple website to "order" the phone, had to put my Moms number down (as her line was the one that was available for the $199 price) and with the last 4 digits of her SSN and putting my signature for the new 2 year agreement on the little hand held device the Apple store reps have, I walked out of the store with a brand new, activated, white 3GS for my wife, so yes, it can be done.

oh and before I get some people on here that want to bash me for not getting off my Moms account for my wife and I? come talk to me after you have purchased a new home and car for your Mom...

P.S. I also pay her phone bill every month, on time even!

 

[bruinsrme]

everyone needs to shut their pie holes about the OP's issue of not getting his own plan BS, so what? really? so what?
My wife and I are on a family plan with my Mom being the account holder (I am an Authorized User) and I went into my local Apple store the next day after the 3GS came out to surprise my wife with a new white one. Neither me nor my wife were eligible for the discounted price but my Mom was, I told the lady at the APPLE store that was helping me exactly this, we walked over to a Mac Pro, logged onto the Apple website to "order" the phone, had to put my Moms number down (as her line was the one that was available for the $199 price) and with the last 4 digits of her SSN and putting my signature for the new 2 year agreement on the little hand held device the Apple store reps have, I walked out of the store with a brand new, activated, white 3GS for my wife, so yes, it can be done.

oh and before I get some people on here that want to bash me for not getting off my Moms account for my wife and I? come talk to me after you have purchased a new home and car for your Mom...

P.S. I also pay her phone bill every month, on time even!

different circumstances than the OP.
I would venture to say you are not 18..

 

[SmoothCaller]

everyone needs to shut their pie holes about the OP's issue of not getting his own plan BS, so what? really? so what?
My wife and I are on a family plan with my Mom being the account holder (I am an Authorized User) and I went into my local Apple store the next day after the 3GS came out to surprise my wife with a new white one. Neither me nor my wife were eligible for the discounted price but my Mom was, I told the lady at the APPLE store that was helping me exactly this, we walked over to a Mac Pro, logged onto the Apple website to "order" the phone, had to put my Moms number down (as her line was the one that was available for the $199 price) and with the last 4 digits of her SSN and putting my signature for the new 2 year agreement on the little hand held device the Apple store reps have, I walked out of the store with a brand new, activated, white 3GS for my wife, so yes, it can be done.

oh and before I get some people on here that want to bash me for not getting off my Moms account for my wife and I? come talk to me after you have purchased a new home and car for your Mom...

P.S. I also pay her phone bill every month, on time even!

WOW, you are my new hero. Can I have your autograph? Can you come hang out with me Friday night? I think it's really great you felt the need to let everyone know just how "supposedly" rich you are, oh BTW, if you bought mommy a house and a car, obviously you could have just bought the phones outright, I mean a man of your wealth doesn't need a subsidy at all, right?

 

[Unspoken Demise]

Can you read? The main point of this topic is that you can't at the Apple Store.

Not to be so rude, sorry.

Eh, its fine. Yesss i cane reeds da wurdz jst fine thx yoo vry mooch!

Anyways, I know that was the point. I was remarking on how at ATT and Best Buy I had no issues.

Can yoo reed mai lazt sentens?

Can the Apple store really be that different? That doesn't make sense.

 

[iOrlando]

I am having the same issue and I have 2 friends who had similar issues.

The problem:

- Different apple stores are telling customers different things about this "primary user needs to be there to buy an iphone" issue.

- AT&T stores are lying to customers (not sure if it is accidental or not) about this issue.

1) I know 2 people who walked into an apple store on the day of the 3GS release and they were able to get the phone. They are not the primary account holder, they simply have one line of a family plan. I proceeded to ask them...how did they do that, and they said...what you mean, I just said to apple that i have one of the lines and that was it. No primary account holder was present yet they got phones. hmmmm strange

2) I've called 2 At&T stores and they proceed to tell me I only need to be authorized on the account and the primary user doesnt have to be there. So clearly a blatant lie. Yes they aren't apple employees, but why give lies. I know they must have said the same thing to countless of other people. AT&T said they dont carry any iphone 3GS in store. they take 7-14 days to arrive once ordered.

I hate inconsistency and that is what's going on here with this issue. Some people can get the new phone without primary account holder present, others cant.

Just make everything consistent and clear..thats all I ask and I will be happy. Like when waiting in line for an hour...just come by and say you need the primary account holder present thanks. Thats all. just give a reminder to people. Not everyone checks macrumors every day for all these little purchase details.

 

[nizz]

Yes Apple pissed me off too.

I'm also on a family plan and I am an authorized user. My dad is the primary account holder. They refused to sell it.

The whole experience was bad in general. I tried calling in all day to see if they had any in stock, no one ever answered. I went anyway, and when I finally got to the store, not a single rep was available(I am definitely not a fan of how the apple store works). After standing at the iphone table for 10 minutes thinking about if I should just interrupt one of the reps and customers talking, I see some guy carrying boxes into the back. I asked him where can I get an iphone and he pointed to the outside of the mall where there was another line hidden near the food court.

I waited 25 minutes in the new line even though there was only one person ahead of me. It was a pretty angry drive home.

 

[iOrlando]

Yes Apple pissed me off too.

I'm also on a family plan and I am an authorized user. My dad is the primary account holder. They refused to sell it.

The whole experience was bad in general. I tried calling in all day to see if they had any in stock, no one ever answered. I went anyway, and when I finally got to the store, not a single rep was available(I am definitely not a fan of how the apple store works). After standing at the iphone table for 10 minutes thinking about if I should just interrupt one of the reps and customers talking, I see some guy carrying boxes into the back. I asked him where can I get an iphone and he pointed to the outside of the mall where there was another line hidden near the food court.

I waited 25 minutes in the new line even though there was only one person ahead of me. It was a pretty angry drive home.

haha yeah ...sounds exactly like my story.. to the T.

Its amazing though that apple just simply assumes...oh you need the primary account holder here. Like if you didnt know that you are the dumbest person in the world. The person that was working with me even went in back to get the phone..came back out with the phone....and then said ok so you are primary account holder right...and i said...what do you mean....and then the disappointment turned into anger turning into the "blue" shirt person coming over to "talk to me" turning into giving up.

this has to happen dozens of times a day.
especially with family plans....the primary account holder can be someone who you dont live with at the moment...so i would need to bring them with me to buy the phone?

 

[bruinsrme]

haha yeah ...sounds exactly like my story.. to the T.

Its amazing though that apple just simply assumes...oh you need the primary account holder here. Like if you didnt know that you are the dumbest person in the world. The person that was working with me even went in back to get the phone..came back out with the phone....and then said ok so you are primary account holder right...and i said...what do you mean....and then the disappointment turned into anger turning into the "blue" shirt person coming over to "talk to me" turning into giving up.

this has to happen dozens of times a day.
especially with family plans....the primary account holder can be someone who you dont live with at the moment...so i would need to bring them with me to buy the phone?

Apple states primary account holder only. You don't have use the apple store. It's not as if they are selling a different phone than best buy or AT&T or walmart