How to reset my eligibility upgrade on the web?

Question

The unresolved problem I have concerns my iPhone. I returned an iPhone 6 to the Apple store on Sept 24 to exchange for a Plus. I was told at the store that I could order an iPhone 6 Plus immediately online. When I tried to do that I received a message that says "There's an existing order for the phone number you provided.” and I cannot order a new phone. After numerous calls to both Verizon support and Apple support (including being told on multiple occasions by Apple support that it was Verizon’s problem) I finally got an Apple support manager to admit that it was a problem in Apple’s system but they needed Apple tech support to resolve the issue. They told me that I could pick up a phone in a store but not order one online. This is not a viable option for me because the stores have minimal inventory and I cannot go stand inline every day hoping that some phones show up. Since then I have called Apple support every day for the past ten days to check on status. I have spoken with four different Apple support managers and they keep telling me it should be resolved in 24 hours. Of course it never is resolved and I still cannot order my new phone. During this process some of the managers have tried to be helpful and call me with status while others promised to do so but never followed through. I’ve lost patience with this (I can’t tell you how many hours I’ve spent talking to support and/or on hold every day) and have no confidence that anyone is actually working to resolve it. All the managers agree that they can see i returned my previous phone but say they are powerless to simply go in and manually reflect that in my account so I can order a new phone. I am hoping somebody can provide some assistance. This seems like it should be a simple process for someone to update my account. I don’t understand why it has now taken 17 days & counting with no result. I asked all the managers for an escalation path but they provided no alternative for me. I would appreciate is anybody now how to contact somebody else from apple about this problem.
Thanks, Jason

Answer 1

Jason
Unfortunately, all of us here are users like you. You have made personal and phone contacts - live people are always best - but their "powerless" statement seems a bit off-putting. I would insist on a supervisor, then supervisor's supervisor, etc.
I would think that Apple employees' duty is to make the company money, so maybe reminding them that you only want to spend money will give them incentive.
best luck
CCC
FYI - Multiple approaches may help
Store Group - Contact Us - Apple Support
AppleCare
Store Feedback | Retail
Apple Support | Contact