This has been a saga, and I just want to vent. As I posted a few weeks ago, my phone was stolen. I have AppleCare on my phones, which doesn't cover lost/stolen. That sucks, but it is what it is. The day the phone was stolen I called the carrier to report it stolen and to get my number active on one of my kids' phones. I also asked them about options for replacing the stolen phone, given that my coverage doesn't cover a stolen phone. She gave me some options and told me that I'd hear back if a particular override would be approved within 24 hours.
So, I didn't hear from her and I called back. The next rep had no clue what the first rep was talking about. We were talking about doing an upgrade to a different program, but waiving the requirement to turn in the old device. As far as I knew, that waiver was in place. What I thought we were waiting on was approval to do the upgrade a few weeks early. That's what the rep had no clue about. That rep said the turn in requirement was fine, and confirmed that the regular date for that was May 27th. Okay, I can wait a couple weeks, no big deal. My kid wants his phone back, but he's 13 and never goes anywhere, so it's not a major problem. At this point, I also ask for the situation to be researched, as I've now been told two different things, and I just want to know what the real story is. I'm told I'd hear back in a few days.
Of course, I didn't hear back, so I called again. Again, I'm given a third, completely different story, but the upgrade date has remained the same. I'm frustrated, but fine. I'll just keep waiting.
Finally, the 27th arrives. I go to the store as instructed do the upgrade. Now they say I'm not eligible for the upgrade! Then the store rep showed me the notes on my account and while they say some of the things that were talking about, certain points were completely different from what was said to me in the calls. And now I really want to scream. I've lost two weeks waiting for something I was promised multiple times would happen. I went out to the parking lot and called the customer service line. The rep was nice and we hashed out a plan. It would cost me some money, and it was for a 5s instead of a 6 Plus, but it was reasonable. I was expecting to get my new phone today.
Mail came and went today. No phone. I log into my account and there's not even a pending shipment, so I called back. Now they're trying to backtrack on the promises made Wednesday. I'm on hold now. We'll see how it works out. Sigh.
So, I didn't hear from her and I called back. The next rep had no clue what the first rep was talking about. We were talking about doing an upgrade to a different program, but waiving the requirement to turn in the old device. As far as I knew, that waiver was in place. What I thought we were waiting on was approval to do the upgrade a few weeks early. That's what the rep had no clue about. That rep said the turn in requirement was fine, and confirmed that the regular date for that was May 27th. Okay, I can wait a couple weeks, no big deal. My kid wants his phone back, but he's 13 and never goes anywhere, so it's not a major problem. At this point, I also ask for the situation to be researched, as I've now been told two different things, and I just want to know what the real story is. I'm told I'd hear back in a few days.
Of course, I didn't hear back, so I called again. Again, I'm given a third, completely different story, but the upgrade date has remained the same. I'm frustrated, but fine. I'll just keep waiting.
Finally, the 27th arrives. I go to the store as instructed do the upgrade. Now they say I'm not eligible for the upgrade! Then the store rep showed me the notes on my account and while they say some of the things that were talking about, certain points were completely different from what was said to me in the calls. And now I really want to scream. I've lost two weeks waiting for something I was promised multiple times would happen. I went out to the parking lot and called the customer service line. The rep was nice and we hashed out a plan. It would cost me some money, and it was for a 5s instead of a 6 Plus, but it was reasonable. I was expecting to get my new phone today.
Mail came and went today. No phone. I log into my account and there's not even a pending shipment, so I called back. Now they're trying to backtrack on the promises made Wednesday. I'm on hold now. We'll see how it works out. Sigh.
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