iPhone 14 Pro Apple Store in Nashua, NH refused to trade in my iPhone 13 Pro stating that it has to be done via trade in kit because that’s what I opted for…

[cub4bearin]

… went to that store and simply asked to have it traded in since I got the iPhone 14 pro. Initially the process was started but the employee run into issue where the system was not allowing him to proceed. Manager got involved, who’s btw. was a total as*hole to his employee (that guy was clearly new and nervous) and treated him disrespectfully in front of us. Then he asked me if I opted for a trade-in kit during a checkout, and I told him that this was THE ONLY OPTION available during checkout. There was no option for in store trade, despite the fact that even Apple website advertise it as an option.
The manager then told me that he cannot do anything about this and I have to send it in. I expressed my concerns about having shipped expensive device like that to somewhere and I read scary stories on lost shipments and damaged packages.
He was not concerned nor tried to help in any possible way.
I then also told him that last year one of his employees did the in store trade in for me without any issues and refunded $600 to my Apple Card despite trade in kit, but he was just rude and lacking zero customer service.

I’m still waiting for the kit to arrive but now I’m wondering how to cancel the trade in kit and simply have it removed from my iPhone 14 pro purchase details so I can still take it to a local Apple Store for trade in.

I know this can be done (past experience) and I feel like this manager at that particular store is just an as*.

Any info welcomed.

 

[Devyn89]

I think they should be able to refund the entire price of the new phone, process your 13 Pro trade-in and then process the transaction again with the refund from your trade-in.

 

[TyS97]

I have had issues getting the Apple Store to accept my phone as well. I do the iPhone upgrade program. I’m waiting for a “ticket” to be completed, so I can turn my phone in. Apple told me on pickup day that my “loan details were unavailable at this time” to complete the IUP trade, and that they could only accept my device as a regular trade, which wouldn’t even satisfy the full loan value and would kick me off of the IUP. Needless to say I’m not happy, and they told me I have to drive back to the store as there’s no option for me to ship my phone back.

I have done the IUP for years and have never had issues like this. Apple dropped the ball big time this year. I’m not even getting into the activation and restoration issues I had once I got the new phone.

 

[seezar]

My order had the mail in trade in it on it but I didn’t have a problem doing the trade in at the store when I picked up my new phone. They just changed it on my order to in store trade in at the time and processed the trade in.

 

[cub4bearin]

Just got off the chat with Apple.
Officially reported that manager and awaiting Apple to contact me on this after the escalation.

 

[fatTribble]

I have had issues getting the Apple Store to accept my phone as well. I do the iPhone upgrade program. I’m waiting for a “ticket” to be completed, so I can turn my phone in. Apple told me on pickup day that my “loan details were unavailable at this time” to complete the IUP trade, and that they could only accept my device as a regular trade, which wouldn’t even satisfy the full loan value and would kick me off of the IUP. Needless to say I’m not happy, and they told me I have to drive back to the store as there’s no option for me to ship my phone back.

I have done the IUP for years and have never had issues like this. Apple dropped the ball big time this year. I’m not even getting into the activation and restoration issues I had once I got the new phone.

I’m in the iPhone Upgrade Program. I called Apple just now to see if I could return my old iPhone to the local store. The rep said no after having to investigate. In another thread a guy said he just returned his to the local store. I’ll probably just put it in the box and take them to fedex and Hope for the best. Sorry to hear of the issues you’re having.

 

[cub4bearin]

My order had the mail in trade in it on it but I didn’t have a problem doing the trade in at the store when I picked up my new phone. They just changed it on my order to in store trade in at the time and processed the trade in.

May I ask one thing…. In what form you received the trade in value? Was it applied to your order? Was it applies to a store gift card or your chosen credit card?
I’ve been told now by Apple rep this would be a store gift card only and I would have to call them later to request debit correction which means they would apply it to my credit card I want that. Seems overly complicated tbh.

 

[Sweatypalms557]

Personally I would avoid that location. I purchased a MacBook Pro from there once and the employee was not careful when the box was delivered to the table I was waiting at and dropped it from table height. It was a loud thud onto the floor.

I told him I want it swapped out since it was dropped and he sighed and asked his manager. The guy was rude and claimed nothing happened so I either take it or leave.

I went to the Manchester location instead.

 

[cub4bearin]

Personally I would avoid that location. I purchased a MacBook Pro from there once and the employee was not careful when the box was delivered to the table I was waiting at and dropped it from table height. It was a loud thud onto the floor.

I told him I want it swapped out since it was dropped and he sighed and asked his manager. The guy was rude and claimed nothing happened so I either take it or leave.

I went to the Manchester location instead.

Oh trust me I’m not letting this go. The manager was stack up as* and totally without customer service skills. Already received call from Apple and addressed this that they need to contact this store for some review of the higher staff there. I felt terrible for the employee who was degraded by his manager in front of us.

 

[pianostar9]

Just FYI, like all major companies these days, you're dealing with outsourced & overworked support staff who don't actually have any power to do anything about the manager.

Make sure to treat these people nicely.

Just got off the chat with Apple.
Officially reported that manager and awaiting Apple to contact me on this after the escalation.

 

[cub4bearin]

Just FYI, like all major companies these days, you're dealing with outsourced & overworked support staff who don't actually have any power to do anything about the manager.

Make sure to treat these people nicely.

That’s why I contacted Apple department that actually deals with stories like mine and managers that treat their employees like garbage. As I said we both felt awful for the kid who was trying to help us just to be embarrassed by his supervisor.

 

[seezar]

May I ask one thing…. In what form you received the trade in value? Was it applied to your order? Was it applies to a store gift card or your chosen credit card?
I’ve been told now by Apple rep this would be a store gift card only and I would have to call them later to request debit correction which means they would apply it to my credit card I want that. Seems overly complicated tbh.

The trade in value was applied to my order when I placed the order.

 

[pianostar9]

That’s why I contacted Apple department that actually deals with stories like mine and managers that treat their employees like garbage. As I said we both felt awful for the kid who was trying to help us just to be embarrassed by his supervisor.

I was referring to your conversation you screenshotted with Apple Support.

 

[cub4bearin]

The trade in value was applied to my order when I placed the order.

Did you have the phone deliver to Apple Store? From my conversation with Apple today, since the trade in kit was cancelled (the only option) this will be stand alone trade in by me at the store now that will have to be applied to gift card which then I have to have refunded from gift card to a choice of credit card inn my end.
The trade in value can’t be applied to the Apple credit card payments

 

[cub4bearin]

I was referring to your conversation you screenshotted with Apple Support.

Oh no worries this was regular exchange if information he asked about with the delay between messages since I was working myself here. At no point I gave the agents hard time since I’m in this field myself. He wanted to know more info and texting in my opinion never shows the real feelings behind he was very helpful and thanks to him I got in touch with someone from relations department who took my notes on that store

 

[seezar]

Did you have the phone deliver to Apple Store? From my conversation with Apple today, since the trade in kit was cancelled (the only option) this will be stand alone trade in by me at the store now that will have to be applied to gift card which then I have to have refunded from gift card to a choice of credit card inn my end.
The trade in value can’t be applied to the Apple credit card payments

Yeah I placed an order online for store pickup at the Apple Store.

Mine might have been different because I chose the option to do carrier financing with T-Mobile on my order. The way it worked was I ordered through Apple and chose the option to do a trade-in. Apple gave me $705 in trade in value, which they immediately credited me pending my trade-in on the order. Then the rest was financed with T-Mobile where they are giving me $295 in additional credit.

So at the time of order the only thing Apple charged my card for was the sales tax on the new phone after accounting for the $705 trade-in credit.

 

[1557750]

Had this happen last year. But my local store has since changed their policy. Only last year the store quoted me at a lesser price than the Apple Store did online. They said they could do the trade in there, but I wouldn’t get the same price quoted online. Now they do it all in store and match quoted price.

 

[timeconsumer]

My experience was much different. I went to a store and told them I had trade in. They went through the trade in process and then at the end before the refund there’s an option to tie it to a purchase and you can look up that purchase using your web order number or the serial number of the new phone. Then once they do that you give them the credit card you used to make the purchase and they process it right there. Then you type in your name and email address so they can email you the receipt. Took about 5 minutes as they have to take pictures and run some diagnostics.

 

[Spaceboi Scaphandre]

Yeah that's not supposed to happen. When I tried an iPhone 7 Plus for a 13 Pro last year I originally opted in for mail trade in, but when I picked it up at the Apple Store they let me cancel that and do a store trade in on the spot.

 

[antiprotest]

… went to that store and simply asked to have it traded in since I got the iPhone 14 pro. Initially the process was started but the employee run into issue where the system was not allowing him to proceed. Manager got involved, who’s btw. was a total as*hole to his employee (that guy was clearly new and nervous) and treated him disrespectfully in front of us. Then he asked me if I opted for a trade-in kit during a checkout, and I told him that this was THE ONLY OPTION available during checkout. There was no option for in store trade, despite the fact that even Apple website advertise it as an option.
The manager then told me that he cannot do anything about this and I have to send it in. I expressed my concerns about having shipped expensive device like that to somewhere and I read scary stories on lost shipments and damaged packages.
He was not concerned nor tried to help in any possible way.
I then also told him that last year one of his employees did the in store trade in for me without any issues and refunded $600 to my Apple Card despite trade in kit, but he was just rude and lacking zero customer service.

I’m still waiting for the kit to arrive but now I’m wondering how to cancel the trade in kit and simply have it removed from my iPhone 14 pro purchase details so I can still take it to a local Apple Store for trade in.

I know this can be done (past experience) and I feel like this manager at that particular store is just an as*.

Any info welcomed.

I have also noted several times on here that in recent years the service, knowledge, and politeness of Apple retail has drastically gone down. Some people keep disagreeing with me about this and keep defending Apple. But I do not say that everyone is having a bad experience. Anyway, good for you to speak up about this.

 

[ssl0408]

I had this happen to me last year at an Apple Store in NY. I selected in store pickup and trade in kit because trade in at the store wasn’t an option and I thought I’d just pick up my new phone and trade in the old one. It could not be done. They said once you select trade in kit online you’re stuck with that. Needless to say, I told them I wasn’t mailing my phone in and left without the new one, order was returned.

I later learned that if you select no trade in during the online order process and then store pickup, you can do the in store trade in. I was paying in full by the way. What a mess!

 

[Pierre535]

I was able to cancel a mail-in trade last year for a MBP. Store had no problem doing it, but I remember having to get the credit as a gift card then sign it over on the new purchase. This was Apple policy, not the store policy. All’s well that ends well.

 

[cub4bearin]

Went to Burlington Mall in Massachusetts about 30 min ago. Walked into Apple Store. Manager came in with polite approach and was able override the whole thing. He had to issue a gift card first after which he was able to transfer the funds from gift card to my Apple Card. The whole process took maybe 10 minutes. Staff was polite and knowledgeable and the manager was top notch. Perhaps New Hampshire could learn from their neighbors.