What does this "server error" message mean?

I filed the first ticket on 7/6. I filed the second on 7/10.

I gave up and just went into the store and they helped me upgrade for that lovely $20 fee I was trying to avoid. But oh hey, they did it wrong, which I found out after my new phone arrived. So now I have to mail back the new phone and then wait for *an identical phone* to arrive, because this is just a mess. Clearly nobody knows what's going on.

Apparently the server error meant "you can't do this, you have to go into the store." Maybe some front-end developers could spend a little time translating the error messages into something more user-friendly. Even the customer service rep on the phone didn't understand what it meant, and she assured me multiple times that my account was in order, and that nothing should prevent me from completing the task online.

But no. Everything was not in order.

I tried to do this jump upgrade 10 days ago. I *might* have a new phone by the end of the week. If I'm lucky.

Man I know this isn't really anyone's fault, but it suuuuucked. They couldn't even throw in rush shipping for me.