My mother decided to she wanted one of the new 16-inch MBPs, I ordered it for her while I was there on Thanksgiving Day using her iMac as a trade-in.
She goes to pick up the MBP on Black Friday and there were no problems, I packed up her iMac and shipped it off when the box arrived - but now the trade-in has disappeared. We have the trade-in confirmation number, the tracking showing it delivered to Phobio but from there the trail goes cold.
Looking into the invoices, for some reason it shows that she returned a 16-inch MBP that day and got an identical one, so it seems the Apple Store screwed up something handing it over. I'm guessing that's why the trade-in has been an issue, when the original was 'returned' the trade-in left the system.
Several days of phone calls have gone nowhere and now she's been on hold for an hour trying to talk to a supervisor. Anywhere that's recommended for escalating an issue that support isn't handling? About ten years ago, I had a lemon iMac and e-mailed sjobs@apple.com (or stevejobs@ - hard to remember now) and got help from the Executive team but I don't know if Twitter or another avenue is better now.
She goes to pick up the MBP on Black Friday and there were no problems, I packed up her iMac and shipped it off when the box arrived - but now the trade-in has disappeared. We have the trade-in confirmation number, the tracking showing it delivered to Phobio but from there the trail goes cold.
Looking into the invoices, for some reason it shows that she returned a 16-inch MBP that day and got an identical one, so it seems the Apple Store screwed up something handing it over. I'm guessing that's why the trade-in has been an issue, when the original was 'returned' the trade-in left the system.
Several days of phone calls have gone nowhere and now she's been on hold for an hour trying to talk to a supervisor. Anywhere that's recommended for escalating an issue that support isn't handling? About ten years ago, I had a lemon iMac and e-mailed sjobs@apple.com (or stevejobs@ - hard to remember now) and got help from the Executive team but I don't know if Twitter or another avenue is better now.
