They are pretty consistent in their responses the last few days. I would bet they are getting a bunch of calls on it and were given specific talking points to use with the impacted customers.
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iPhone X Apple store app iUP checker says my iPhone is “not enrolled yet”
- Thread starter thebrick
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Last update issue was resolved I check on my end and Apple agreement team called to tell me it was resolved and he even checked on his end.
I'm hoping my issue will be resolved next week. Apple opened my ticket this past Wednesday.
Nothing updated for me. Hopefully by Wednesday of next week.
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So it’s fixed on app/website?
Me either. Got 2 responses from TCook email people, saying they are working on it, will be few more days. That was few days ago. Hope its resolved by launch. Honestly I am not sure why its so difficult to match the correct phone with the correct buyer.
I received a replacement X Friday after dropping my original one in water while on vacation. Once I activated it and went to the Apple Store app I had the below screen saying I wasn’t enrolled in the upgrade program.
I called Apple and they saw my new phone they sent as a replacement was shipped in their system as a new phone and not a upgrade and that the Apple Care + was not transferred to the new phone. I explained with 2 weeks till pre order we needed to fix this. Was told a ticket would be put in to merge the coverage from the old serial number to the new one.
I went to the Apple Store yesterday and they showed me the new phone now shows the coverage and it shows the “original” serial number as the old one.
The app still showed the same message but if I click the option to “learn more” about the program and click check eligibility that way I do show my status (also attached) and the Apple Store says that will allow me to upgrade and pre order. He says it will still show my original serial numbered phone since that’s how the original contract was set up.
Guess we will see??
I called Apple and they saw my new phone they sent as a replacement was shipped in their system as a new phone and not a upgrade and that the Apple Care + was not transferred to the new phone. I explained with 2 weeks till pre order we needed to fix this. Was told a ticket would be put in to merge the coverage from the old serial number to the new one.
I went to the Apple Store yesterday and they showed me the new phone now shows the coverage and it shows the “original” serial number as the old one.
The app still showed the same message but if I click the option to “learn more” about the program and click check eligibility that way I do show my status (also attached) and the Apple Store says that will allow me to upgrade and pre order. He says it will still show my original serial numbered phone since that’s how the original contract was set up.
Guess we will see??
Attachments
No response to my email to Mr Cook.
Beyond disappointing by the lack of basic customer service from Apple. Everyone I have spoken to has not seemed to care. More concerned with passing me from Person to person and department to department.
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Tried that, still says I am not enrolled.
A Sr Engineer has my case. Being told 3-5 days. They couldn’t guarantee it could be fixed. Hopefully they are hedging their bets.
I clicked every 'Learn more' link, but its still saying not enrolled. It does show I'm in the Applecare+ program....so....same phone!! I'm just not understanding what can be so difficult to match the correct phone with the correct person. I must be missing something. Hopefully it gets straightened out in time.
According to Apple their backend system isn’t communicating with customer facing system. They indicated this only happens when phone is switched out.
What’s interesting is a few people in this post had their issue corrected once it escalated. Last week Apple was telling people they will need to go to store to upgrade and didn’t want to do anymore. I am hoping the escalation to a Sr Engineer solves it. Fingers crossed.
I have no idea what my issue was. It was NOT b/c I returned a phone. I purchased my 8 plus through IUP. SENT my phone old phone back, received the 8 plus on release day. All went well EXCEPT the IUP app never had me enrolled. I dealt with this immediately with Apple. By sometime toward the end of October or beginning of November 2017, it was resolved.
Yours may have been a different issue, but the situations Apple are seeing now are related to replacement phones.
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I never said my issue was the same. That is your inference. What I am saying is it MAY take longer to resolve than people hope. I also found my resolution to be unstable. It was resolved for a day or two and then revert to not enrolled again.
My original post in this tread suggested that folks should have perhaps checked sooner. Some were bothered by that. Based on my experience and the time it took to finally resolve with stability, I stand by that.
Jaybar - My experience is similar to yours. I did an early upgrade from an 8 plus to a X. I waited a month after the upgrade before I checked and ran into the same issue. My advisor is scheduled to contact me this Wednesday.
Several items
-Never said your issue was the same. Simplely repeated what I was told by Apple.
-it doesn’t matter when someone checked. Reality is, the issue is on Apples end. Even if I found this 8 months ago it doesn’t change the fact that I did nothing wrong. On Apple. I have autopay on all my bills. I don’t go in every month to ensure it occurred. I signed up for a service and expect it to function as expected. I get it you checked months ago, you are smarter than the rest of us.
-why would I think to look that I am enrolled? My Amex has been getting charged every month, I get emails from Citizens about my account, and emails saying my payment posted.
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I am not even sure I will return to IUP, but I might. Working with Apple to resolve my issue went well, albeit slowly. Citizens made a variety of screw-ups. I called them to change my credit card. They made the change and then payments began to be rejected. They had the correct info from me, but their system corrupted the information.
Then I wanted to pre-pay the loan.so I could upgrade to an X from an 8 plus after 6 months. That proved to be a monumental undertaking. Apple’s systems were fine with it, but Citizen’s systems could not handle the pre-payment. That finally got worked out, but then they dragged their feet about an AppleCare plus refund. The refund had to come through Citizen and not Apple!
I was finally so disgusted that I just paid off the 8 plus and left the IUP. I traded in the 8 plus to Verizon and got the X at the Apple Store.
Apple should look at the program in its entirety. It’s not only about the issue facing those who exchanged their phone, it is the multiplicity of varied issues that surround the program that don’t work well.
Then I wanted to pre-pay the loan.so I could upgrade to an X from an 8 plus after 6 months. That proved to be a monumental undertaking. Apple’s systems were fine with it, but Citizen’s systems could not handle the pre-payment. That finally got worked out, but then they dragged their feet about an AppleCare plus refund. The refund had to come through Citizen and not Apple!
I was finally so disgusted that I just paid off the 8 plus and left the IUP. I traded in the 8 plus to Verizon and got the X at the Apple Store.
Apple should look at the program in its entirety. It’s not only about the issue facing those who exchanged their phone, it is the multiplicity of varied issues that surround the program that don’t work well.
I'm unhappy with Apple Customer Support at the moment. My adviser did not call me this morning. I had to call Apple and speak to another Apple Agreement Admin Adviser providing the background story.
Engineering informed Apple Agreement that they will respond to the request by mid September. It's likely I'm looking at 4-6 weeks for a full resolution.
I'm seriously considering paying off the Citizen's iPhone Finance Plan and not use the iPhone Upgrade Plan. It's not worth the hassle. When this process breaks, it's painful.
Engineering informed Apple Agreement that they will respond to the request by mid September. It's likely I'm looking at 4-6 weeks for a full resolution.
I'm seriously considering paying off the Citizen's iPhone Finance Plan and not use the iPhone Upgrade Plan. It's not worth the hassle. When this process breaks, it's painful.
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It is not only the Apple IUP issue discussed here. It is a multitude of Citizen’s issues having little or nothing to do with Apple, that made me pay off the phone and leave IUP. I would hope that Apple will review the IUP as a whole and maybe consider a new financing partner. Things can break for a variety of reasons.and I agree with you that participation then gets painful.