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iPhone 12 Pro Max Horrible customer service from Apple sales

Alexrat1996

Alexrat1996

macrumors 601
Original poster
Mar 29, 2015
4,355
764
Lehigh valley PA
Here what happening I preorder a 12 pro max for launch day on IUP it came damage since I was only holiday return period they offered an exchange and they told me my IUP and apple care with anti theft would be transferred over.

When I called today to get everything like my Apple care plus and IUP three people said not possible and one who spoke to at the end said it’s possible but they need to reactive my IUP then they can transfer my Warrenty

It’s a pain they should of been straight forward with it.

What should I do I been back and fourth with them today one wanted me to return and rebuy it and offer me a free home pod and the other wanted to resolve the issue like I wanted to ?
 
Alexrat1996 said:
What should I do I been back and fourth with them today one wanted me to return and rebuy it and offer me a free home pod and the other wanted to resolve the issue like I wanted to ?
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It's probably going to be easier to get things straightened out to just return the phone and rebuy it including the AC+ & Theft protection. I agree customer service should be able to take care of the exchange. Be sure to keep track of the serial number of any new phone and that it's assigned AC+ & Theft protection.
 
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chscag said:
It's probably going to be easier to get things straightened out to just return the phone and rebuy it including the AC+ & Theft protection. I agree customer service should be able to take care of the exchange. Be sure to keep track of the serial number of any new phone and that it's assigned AC+ & Theft protection.
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They told me it would take 12 days to get my current phone to link to my IUP to get my Warrenty linked etc
 
Alexrat1996 said:
They told me it would take 12 days to get my current phone to link to my IUP to get my Warrenty linked etc
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Is there any reason you cannot wait the 12 days? If they get the IUP and warranty linked this doesn't seem unreasonable to me. I have had express replacements on an iPhone where it took several days for the AppleCare to show up on the account, but it eventually did get linked to the new serial number.
 
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Alexrat1996 said:
They told me it would take 12 days to get my current phone to link to my IUP to get my Warrenty linked etc
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That's probably going to be faster than if you returned the phone and do a rebuy. You didn't mention that in your original post. I've had an experience myself having to wait for AC to show up and even had to call support and the store where I bought the phone. But eventually it was taken care of. Just be patient and wait the 12 days.
 
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VineRider said:
Is there any reason you cannot wait the 12 days? If they get the IUP and warranty linked this doesn't seem unreasonable to me. I have had express replacements on an iPhone where it took several days for the AppleCare to show up on the account, but it eventually did get linked to the new serial number.
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just asking best option they have been back and fourth with me giving multiple answers yes and no
 
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chscag said:
That's probably going to be faster than if you returned the phone and do a rebuy. You didn't mention that in your original post. I've had an experience myself having to wait for AC to show up and even had to call support and the store where I bought the phone. But eventually it was taken care of. Just be patient and wait the 12 days.
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I will wait i dont want to return and rebuy it mess up my early upgrade
 
Sorry that you are going through this. It's such a headache isn't it? Why didn't you go with the express replacement using your applecare plus? I guess technically you were still within your return window you decided to go that route instead? Sounds like something got botched up.

I guess at the end of the day, I would just return it and wait for the iup to close and then just reopen a new one. You will be eligible to upgrade after the 6 month period. By September (if Apple does release it then), you'd just pay the remaining 3-4 month at check out.
 
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Shadowbech said:
Sorry that you are going through this. It's such a headache isn't it? Why didn't you go with the express replacement using your applecare plus? I guess technically you were still within your return window you decided to go that route instead? Sounds like something got botched up.

I guess at the end of the day, I would just return it and wait for the iup to close and then just reopen a new one. You will be eligible to upgrade after the 6 month period. By September (if Apple does release it then), you'd just pay the remaining 3-4 month at check out.
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it is a headache but they told me they need reactive my IUP on the new phone I got then transfer my Apple care plus they had to email the IUP department the invoice I have shows it I chose it since I got something broken I wouldn't accept a replacement since its new

I would see how that pans out then go from there
 
Alexrat1996 said:
it is a headache but they told me they need reactive my IUP on the new phone I got then transfer my Apple care plus they had to email the IUP department the invoice I have shows it I chose it since I got something broken I wouldn't accept a replacement since its new

I would see how that pans out then go from there
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I'm with ya on that though. I definitely would not accept something that is damaged out of the box that isn't caused by me.

Well hope that this all gets resolved~ Good luck
 
Shadowbech said:
I'm with ya on that though. I definitely would not accept something that is damaged out of the box that isn't caused by me.

Well hope that this all gets resolved~ Good luck
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Their main problem is the anti-theft warranty added to my phone three people said not possible and one said they can do it but will take time.

I hope it does get resolved they should be straight forward with things instead of wasting my time.
 
chscag said:
I believe the Theft Protection is provided by a third party which is why it probably takes longer to transfer that.
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could be but i don't know why two at sales said not possible to do it but that one person who said it can get resolved gets it done so I can get warranty linked over
 
Didn't your replacement phone arrive yesterday? I thought you were posting in another thread about how awesome they were to let you exchange the phone on iUP without doing a return and rebuy?
 
SisterBlue22 said:
Didn't your replacement phone arrive yesterday? I thought you were posting in another thread about how awesome they were to let you exchange the phone on iUP without doing a return and rebuy?
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I think OP reported arriving on Monday, and is having issues with activating the phone.
 
Update 3 the service still horrible one person did create a return label that I specifically told the other people who email the IUP team to sort out the unit I have now not to process the label luck today I called in to cancel it out and wait for IUP team to response I hope it gets fixed soon.
 
Alexrat1996 said:
Update 3 the service still horrible one person did create a return label that I specifically told the other people who email the IUP team to sort out the unit I have now not to process the label luck today I called in to cancel it out and wait for IUP team to response I hope it gets fixed soon.
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So you are going to keep the phone? Were you able to get it activate?
 
Shadowbech said:
So you are going to keep the phone? Were you able to get it activate?
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What Apple customer service supervisors telling me I would be able to keep the phone but the IUP team needs to activate the phone on the program again with the AppleCare + anti-theft they emailed them and yes with my old SIM card

today they had to cancel the shipping label that was processed from a return and refund from one advisor that wasn't needed because the issue can be sorted that advisor didn't want to help me.


im glad one advisor told me they can get everything sorted.

nothing resolved yet
 
Last edited:
Return and rebuy the iPhone. Unfortunately too many people are involved in getting this done and there’s too many chances of a mistake. Apple is Abit overwhelmed at this time because of the holidays and the Pandemic
Today January 7 is still In the extended return period

I recently had a small problem and after 5 calls I realized just returning the phone and buying s new phone was the best solution
 
bushman4 said:
Return and rebuy the iPhone. Unfortunately too many people are involved in getting this done and there’s too many chances of a mistake. Apple is Abit overwhelmed at this time because of the holidays and the Pandemic
Today January 7 is still In the extended return period

I recently had a small problem and after 5 calls I realized just returning the phone and buying s new phone was the best solution
Click to expand...
But apple already escalated my issue to the IUP team since I was promised it would be transferred automatically.

Thats a good option if apple told me the issue cant be fixed.

took me three weeks and 20 calls to get the replacement I hope this gets fixed quick.


return for refund is an option if apple cant do it.

its all in the invoice so they cant lie to me
 
Apple stores are just dreadful, and do not know the meaning of customer service. Consequently I have bought my iPad, and 2 Macbooks at a large warehouse here, for the same price, and wonderful friendly and fast service.
 
Ricardo28 said:
Apple stores are just dreadful, and do not know the meaning of customer service.
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That has not been my experience. I have always found the folks at my local Apple Store to be friendly and more than willing to assist. The best place to buy Apple products is still direct from Apple; on line, or at one of their stores.
 
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