Went to this store in January and was told no upgrade until Nov 13. Went it and they said I was not able to upgrade due to my Jan appt. Went there 4 times cause I knew that I was right about an upgrade. Still denied. I finally called ATT at nite a few weeks ago. The young lady that helped me was Fantastic and found out that the store people put a new phone on with a phone that we had and did it mistakenly. She proceeded to find that indeed I was entitled to an upgrade and that I could do both phones now.
I now have 2 new I phones and was glad that I kept up what I thought was right.
Then I received the new phones and the store exchanged them out for us but never backed up from the old phone. I found this out 2 weeks later and Apple again Helped me until all was fixed. Apple stated that ATT should have done what she did but did not do. Service was only 40% of what it should have been. I'm glad that Apple has such Great help and attitude towards people that ATT does not. They should learn a few things from Apple for sure. Thanks Apple.