A little angry at Apple right now...

pubmix

macrumors newbie
Original poster
Sep 15, 2014
12
0
So, Apple cancelled my iPhone 6+ pre-order for no apparent reason...

Friday morning at 1:30 MDT I placed an order for a 16GB Grey iPhone 6+ and received my confirmation email saying it would be ready for in store pickup on 9/19. I called the store today to make sure that the phone wouldn't be sold out from under me since I have to work all day and can't make it in until late evening. The employee on the phone tells me she needs to transfer me to Customer Support for some reason.

The representative on the phone tells me my order was CANCELLED and gives me the reason what they thought may have caused it: card may have been declined and recommended I call the bank. I call the bank, they say the card was not declined and the $1 authorization "check" from Apple went through just fine but the actual charge from Apple for the order total was never sent back to my bank. I am at this point certain something went wrong on Apple's end.

I call customer support back and the representative, this time, even admits to me that it was a mess up on Apple's end. They tell me I have to rebook the order and I refuse as I am not going to wait 4-5 weeks for my phone that I pre-ordered on Friday morning. That's the purpose of a pre-ordering as soon as they go live...

I ask to talk to a manager and I am transferred. The manager ALSO admits that it was Apple's fault and states the same about not being able to do anything as far as getting me my device when I originally was promised. She claims to have sent my case to some "team" who will determine where to go from here but from the sound of it, they want me to suffer from their own mistake (as the customer, none the less...) and I find that very irresponsible from a company with the caliber of Apple.

I suggested to the manager on the phone that they contact the store I had the pickup planned for to set aside ONE phone that I had originally ordered and my request was, to my surprise, denied claiming that the stores don't have that kind of inventory to do something like that.

And the other crazy thing: I never received an email saying my order had been cancelled. Had I not called the retail store today, I would have showed up Friday evening ready to go and been told "OOPS, sorry, here's a number you can call Monday morning."

I've never heard of a company being so unconcerned and impervious to customer service.

I hope to get this resolved. Has this happened to anyone else?
 

dumastudetto

macrumors 68040
Aug 28, 2013
3,172
3,665
Apple will make this right for you. Just be patient while the team puts together a solution. Ranting on the internet about a great company isn't going to solve the problem. I feel strongly you'll soon learn why Apple is regarded as the best company in the world when it comes to customer care.
 

lke

macrumors 6502a
Jun 19, 2009
557
9
Tell a friend, your brother or anyone else to go to your favorite Apple Store on Friday at 8am or sooner.

I am sure you will get your iphone that day
 

uchosen

macrumors 6502
Jun 21, 2010
344
9
That stinks and they admitted it was their fault. Seems easy for them to just set aside a phone from the walk in inventory. Sounds very frustrating.
 

spazma7ik

macrumors 6502a
Sep 12, 2009
913
330
I really feel for you man, and I'm sorry this happened. However, think about it, why should anyone else suffer because you got screwed over. Even setting aside one phone that doesn't yet belong to anyone (just stock for the store), you'd still be inevitably screwing someone that planned to wait in line for the phone. I suggest waiting in line for one.
 

California King

macrumors 65816
Sep 20, 2007
1,066
8
This just boils down to bad luck the way I see it. Also, I can see why they refused to put 1 aside for you, even though it was their fault. They do not have any extras so putting 1 aside would mean taking it from someone else. Just 1 in all reality would not be a big deal, but if they did that, then they would have to do that to everyone who had 1 issue or another with this disastrous pre ordering process...
 

chanc

macrumors member
Oct 2, 2012
91
1
San Jose, CA
Perhaps you should send Tim Cook an email about this horrible experience. Apple is a very customer focused company, I'm sure he'll have someone address this for you.
 

nuckfan

macrumors newbie
Sep 15, 2014
10
0
This launch hasn't been very pleasant for me as well.

I waited until midnight on pre-order night, refreshed the apple store until 2:30am, only to find that all the phones were sold through the iOS Apple store. The only phone I could get is one that will ship in the middle of October. Now I will probably end up lining up, ugh.

/rant while we're ranting.
 

pubmix

macrumors newbie
Original poster
Sep 15, 2014
12
0
Thanks guys for the constructive replies. I am genuinely pleased to see so many and not one troll comment :)

Guess I just needed to get some steam out. I'll let you guys know what the team working on this decides (for those who are even interested).

I'm still deciding if waiting in line is worth it though...I work the next day at 10AM and it may be pushing it a little close not to mention I will most likely be dead tired and on my way to a 10 hour shift. We'll see...

Thanks though everyone for your thoughts on this.

EDIT:
What does it show (or did it show) on Apple's website regarding your order?
When I click the order number link in my email confirmation, it takes me to the screen with the details and does in fact say cancelled. No reason though.
 

dazlicous

macrumors 6502a
Jun 2, 2011
874
194
Manchester
So, Apple cancelled my iPhone 6+ pre-order for no apparent reason...

Friday morning at 1:30 MDT I placed an order for a 16GB Grey iPhone 6+ and received my confirmation email saying it would be ready for in store pickup on 9/19. I called the store today to make sure that the phone wouldn't be sold out from under me since I have to work all day and can't make it in until late evening. The employee on the phone tells me she needs to transfer me to Customer Support for some reason.

The representative on the phone tells me my order was CANCELLED and gives me the reason what they thought may have caused it: card may have been declined and recommended I call the bank. I call the bank, they say the card was not declined and the $1 authorization "check" from Apple went through just fine but the actual charge from Apple for the order total was never sent back to my bank. I am at this point certain something went wrong on Apple's end.

I call customer support back and the representative, this time, even admits to me that it was a mess up on Apple's end. They tell me I have to rebook the order and I refuse as I am not going to wait 4-5 weeks for my phone that I pre-ordered on Friday morning. That's the purpose of a pre-ordering as soon as they go live...


I ask to talk to a manager and I am transferred. The manager ALSO admits that it was Apple's fault and states the same about not being able to do anything as far as getting me my device when I originally was promised. She claims to have sent my case to some "team" who will determine where to go from here but from the sound of it, they want me to suffer from their own mistake (as the customer, none the less...) and I find that very irresponsible from a company with the caliber of Apple.

I suggested to the manager on the phone that they contact the store I had the pickup planned for to set aside ONE phone that I had originally ordered and my request was, to my surprise, denied claiming that the stores don't have that kind of inventory to do something like that.

And the other crazy thing: I never received an email saying my order had been cancelled. Had I not called the retail store today, I would have showed up Friday evening ready to go and been told "OOPS, sorry, here's a number you can call Monday morning."

I've never heard of a company being so unconcerned and impervious to customer service.

I hope to get this resolved. Has this happened to anyone else?
Dude I would be well annoyed. If it was me I would be emailing the CEO and explain what's happened pretty sure you get a quicker response and they sort you out
 

HiRez

macrumors 603
Jan 6, 2004
5,805
1,702
Western US
Unless the store actually has zero inventory of your phone model available for sale on launch day (very unlikely), that is just plain wrong. Even if that were the case, they should have one sent from another store or warehouse. You have every right to be outraged about that.
 

AFDoc

macrumors 68030
Jun 29, 2012
2,743
487
Colorado Springs USA for now
I really feel for you man, and I'm sorry this happened. However, think about it, why should anyone else suffer because you got screwed over. Even setting aside one phone that doesn't yet belong to anyone (just stock for the store), you'd still be inevitably screwing someone that planned to wait in line for the phone. I suggest waiting in line for one.
Because it's not about them.... it's about the OP!! HE needs it NOW.... screw every one else!!

OP, relax... your life will not most likely end if you don't get the iPhone on the 19th..... deep breath.... hold.... let it out.... again deep breath... hold.... let it out. I know it's tough living in such a harsh world with ebola and starvation running wild but some how... some way.... your life will go on.
Electronics aren't perfect and sometimes things get "dropped". It would be nice if they can help you and I sure hope they do.... I'd hate to see the post if you actually waited in line, didn't get a phone, were late work and super tired from your 10 hour shift.
 

pubmix

macrumors newbie
Original poster
Sep 15, 2014
12
0
Because it's not about them.... it's about the OP!! HE needs it NOW.... screw every one else!!

OP, relax... your life will not most likely end if you don't get the iPhone on the 19th..... deep breath.... hold.... let it out.... again deep breath... hold.... let it out. I know it's tough living in such a harsh world with ebola and starvation running wild but some how... some way.... your life will go on.
Electronics aren't perfect and sometimes things get "dropped". It would be nice if they can help you and I sure hope they do.... I'd hate to see the post if you actually waited in line, didn't get a phone, were late work and super tired from your 10 hour shift.
Well I guess nothing should bother us unless we become inflicted with Ebola. Thanks for your logical response.
 

zetti

macrumors 6502a
Oct 19, 2012
870
80
Because it's not about them.... it's about the OP!! HE needs it NOW.... screw every one else!!

OP, relax... your life will not most likely end if you don't get the iPhone on the 19th..... deep breath.... hold.... let it out.... again deep breath... hold.... let it out. I know it's tough living in such a harsh world with ebola and starvation running wild but some how... some way.... your life will go on.
Electronics aren't perfect and sometimes things get "dropped". It would be nice if they can help you and I sure hope they do.... I'd hate to see the post if you actually waited in line, didn't get a phone, were late work and super tired from your 10 hour shift.
Hang on, apple made a mistake but the OP should suffer because of it? No I dont think so, he/she has a right to demand something is done.
 

Michaelgtrusa

macrumors 604
Oct 13, 2008
7,907
1,811
Apple will make this right for you. Just be patient while the team puts together a solution. Ranting on the internet about a great company isn't going to solve the problem. I feel strongly you'll soon learn why Apple is regarded as the best company in the world when it comes to customer care.
Great companies don't hire slave in a enemy nation, great companies support their home nations.

----------

Thanks guys for the constructive replies. I am genuinely pleased to see so many and not one troll comment :)

Guess I just needed to get some steam out. I'll let you guys know what the team working on this decides (for those who are even interested).

I'm still deciding if waiting in line is worth it though...I work the next day at 10AM and it may be pushing it a little close not to mention I will most likely be dead tired and on my way to a 10 hour shift. We'll see...

Thanks though everyone for your thoughts on this.

EDIT:


When I click the order number link in my email confirmation, it takes me to the screen with the details and does in fact say cancelled. No reason though.
Please keep trying and they should get this cleared out soon and I hope you don't have to wait a month or more.
 

nyc2pdx

macrumors 6502
Oct 20, 2012
292
165
Portland, Oregon
I would be shocked if Apple doesn't make this right for you. If the managers don't resolve it for you, I would email Tim Cook. Keep it customer service oriented, professional, and let Apple make it right for you.

I would be plenty annoyed too, but taking the high road in these situations almost always gets the prize in the end. :)

The fact that Apple admitted they made a mistake is, to me, an indication of a good CS policy. How many times have I contacted a company about an error/issue in which it was clearly their fault, only to be told "we can do this as a courtesy this time". Nothing annoys me more.

Apple will turn this into a positive for you. I'll be shocked if they don't turn this negative into a positive.

:apple:
 

Deguello

macrumors 6502a
Jun 29, 2008
912
480
Texas
I really feel for you man, and I'm sorry this happened. However, think about it, why should anyone else suffer because you got screwed over. Even setting aside one phone that doesn't yet belong to anyone (just stock for the store), you'd still be inevitably screwing someone that planned to wait in line for the phone. I suggest waiting in line for one.
Because if Apple hadn't screwed up, someone else wasn't going to be getting a phone at release anyway.
 

jlake02

macrumors 68020
Nov 2, 2008
2,258
1
L.A.
Sorry that happened to you. I'd be raging, too.

I'm betting Apple will take care of you, though. Please keep us updated.






:apple:
 

Rafterman

macrumors 68020
Apr 23, 2010
2,351
1,312
Because it's not about them.... it's about the OP!! HE needs it NOW.... screw every one else!!

OP, relax... your life will not most likely end if you don't get the iPhone on the 19th..... deep breath.... hold.... let it out.... again deep breath... hold.... let it out. I know it's tough living in such a harsh world with ebola and starvation running wild but some how... some way.... your life will go on.
Electronics aren't perfect and sometimes things get "dropped". It would be nice if they can help you and I sure hope they do.... I'd hate to see the post if you actually waited in line, didn't get a phone, were late work and super tired from your 10 hour shift.
Yep, and he takes a phone away from someone who didn't have any problems. Well, now they have a problem, some entitled *** decided they are more important than everyone else and kicks and screams until they get what they want, at the expense of everyone else
 

fanchee

macrumors 6502a
Nov 23, 2009
540
20
They will make it right for you. I preordered and already have shipping info, but the red leather case I ordered 2 days ago (that said delivers by 9/17-9/19 shipped today with a new delivery date of 9/22. I called Apple just to ask nicely if there was anything they could do to expedite the shipping, since I paid full price (not relevant) for the phone being delivered Friday, and I didn't feel comfortable going even a weekend without a case.

The rep put me on hold, came back and said while there is nothing they can do at this point to expedite the shipping, she was able to credit the full amount of the case back to my card. I was surprised and thankful!

Bottom line, they do care about you as a customer and they will make it right. I'm looking forward to hearing your outcome!
 

enthawizeguy

macrumors 6502
Jun 10, 2007
322
16
North Hollywood, CA
I have had this same problem with Apple i spoke to the highest up supervisor who promised i would get my phone on time since my upgrade check was still not working during the preorder. I had screen shots and had spoken to many supervisors prior to last thursday. They do not seem to be able to do anything. Today i told her i would email my local news, and cnn about this. I was offered a free case and she assured me she had emailed the special team who work on stuff like this but i do not think i will be receiving my iPhone anytime soon and will most likely have to wait in line over night . Does anyone have Tim Cooks email? I am pretty disappointed in apple. This is there fault and in reality i am more competent than some of their supervisors. Their job seems to be just to get you off the phone . My girlfriend and I have been in arguments about how I talk to them but after over 20 + hours on the phone i am entitled to be angry. Apple customer service needs to be as good as Amazon .
 

chasgooses

macrumors member
Sep 16, 2014
43
0
Yep, and he takes a phone away from someone who didn't have any problems. Well, now they have a problem, some entitled *** decided they are more important than everyone else and kicks and screams until they get what they want, at the expense of everyone else
He's not taking a phone away from anyone else. The theoretical person in line who would have gotten the phone the Apple Store takes from walk-in inventory could have gone online and preordered the phone just like the OP did. OP preordered specifically to ensure he would have the phone on release day, the person waiting in line would know or should know that they might not get a phone that day (especially if you get in line late enough to be the first person not to get a phone).