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?
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?
