iPhone 11 Pro Exchanging phone on iUP

[kallyq]

Hi everyone. I searched the forums but was unable to find an answer. I am wondering if anyone has exchanged a phone that you purchased on the upgrade program and had it go smoothly?

I originally ordered online, received phone and kit last week. Sent old phone in with kit (tracking shows apple gets it today). The iphone 11 max I received was faulty. It dropped calls A LOT. It lost cell signal for minutes at a time. It dropped or could not find my wifi and the battery drained faster than any other phone I have had! So I decided to go do an exchange last night.

Went to apple store and did an exchange. They returned the phone/cancelled the loan on my first iphone 11. Then I purchased the same thing again with a new loan.

About an hour later I got an email saying my trade in was cancelled and if my phone arrived at apple it would be returned to me. The email says something about it not arriving on time (it is due there Oct 29 so next week).

I talked with Apple and they didn’t seem to understand what happened and aren’t real sure if I will get the phone back/have to pay both loans or if the loan will be cancelled when they get the phone. She said with the upgrade program it shouldn’t be sent back to me but that it was strange because the trade in was cancelled.

Have any of you experienced this and if so what was the outcome?

Super frustrating! thanks

 

[kallyq]

In case anyone is interested, this has been a mess. I have called Apple twice now and have been told that the store cancelled it and I will get it back. The store did my exchange incorrectly and cancelled the trade in of my upgrade. At first it seemed they were telling me there was nothing that could be done. I told them essentially it was not my fault they sent me a defective phone that I had to drive to the store to exchange and then the store messed up. Finally the woman talked to her supervisor and apparently they are adding a note that is supposed to uncancel the trade in. It is supposed to be done within 3 days. I guess we will see.
My new phone works well! No more dropped calls, it finds the internet fine and the battery is good.

 

[techiegirl]

My husband went through the same issue 3-4 weeks ago you did and we’re still going through it. When Apple received the phone, he received another email from Apple saying the phone has been received and the loan was closed. Apparently, citizens never received the memo and is still keeping the loan active. He worked with Apple for 3 weeks and passed way suddenly earlier this week.

Today I was charged for the October payment by Citizens, despite me calling them earlier this week notifying them that my husband has passed away. They still will not drop the charges or refund me the October payment. Apple says the phone has been received and the loan is closed. The loan is not closed and now I’m at a point where Citizens bank will not even talk to me.

Good luck dealing with this. It’s been a total mess for me.

 

[Sam in SoCal]

My husband went through the same issue 3-4 weeks ago you did and we’re still going through it. When Apple received the phone, he received another email from Apple saying the phone has been received and the loan was closed. Apparently, citizens never received the memo and is still keeping the loan active. He worked with Apple for 3 weeks and passed way suddenly earlier this week.

Today I was charged for the October payment by Citizens, despite me calling them earlier this week notifying them that my husband has passed away. They still will not drop the charges or refund me the October payment. Apple says the phone has been received and the loan is closed. The loan is not closed and now I’m at a point where Citizens bank will not even talk to me.

Good luck dealing with this. It’s been a total mess for me.

Sorry for your loss