Apple Collecting Customer Information in Effort to Address iPhone Upgrade Program Pre-Order Issues

Discussion in ' News Discussion' started by MacRumors, Sep 12, 2016.

  1. MacRumors macrumors bot


    Apr 12, 2001

    Last week, we reported that the iPhone Upgrade Program caused frustration for some customers attempting to pre-order an iPhone 7 or iPhone 7 Plus.

    Specifically, some customers enrolled in the program were unable to select the model, carrier, color, or storage capacity they desired, or any iPhone in some cases, due to limited stock seemingly as soon as pre-orders began.
    Since then, it appears that Apple has acknowledged those concerns and is attempting to help make the situation right for those affected.


    Over the weekend, Apple updated its upgrade reservation page with fine print that recommends customers call its support team at 1-800-MY-APPLE and mention the iPhone Upgrade Program. By doing so, the company said a Specialist will help customers find the iPhone 7 or iPhone 7 Plus model they want.
    A number of MacRumors readers that followed through with calls said Apple was very apologetic and is manually collecting information while it works on a solution. Each customer was told they would receive a phone call back within 24-48 hours, but it isn't entirely clear what action Apple plans to take.

    MacRumors reader Fikester shared his experience in our discussion forums:
    Some customers were given the impression that Apple will be prioritizing orders for iPhone Upgrade Program customers, possibly with some in-store stock reserved specifically for upgraders on launch day and possibly afterwards.

    MacRumors readers Modernboy and Aaroncbell:
    Whether those enrolled in the iPhone Upgrade Program receive their new iPhones on launch day remains to be seen, but it is clear that Apple is doing what it can to improve the situation. In the meantime, customers can try their luck at Apple retail stores on September 16 on a first come, first served basis.

    Article Link: Apple Collecting Customer Information in Effort to Address iPhone Upgrade Program Pre-Order Issues
  2. JFK1979 macrumors member

    Sep 13, 2014
    Saw it yesterday and called. 30-40 min on the phone with a rep to upgrade 2 phones. They ask you what phone and which store you want to pick it up. Im supposed to get a call today or tomorrow from them to see what kind of options I got since no guarantee was made that the phone I wanted will be available.
  3. keysofanxiety macrumors 604


    Nov 23, 2011
    I know it's not ideal and quite a few customers got burned (not literally, like the Note users), but I'm pleased to hear that Apple are trying their best to resolve the situation.
  4. sweatshop macrumors member

    Sep 8, 2014
    Raleigh, NC

    Same with me. Called them yesterday and was told I would hear back from someone in 48 hours. They guy I spoke with made it seem they were going to possibly start taking phones from launch day walk in inventory.
  5. spooky2k macrumors 6502a

    Can someone direct me to the part in the iPhone Upgrade Program where it says you get PRIORITY treatment over other customers? I don't recall it being there. Such a non-issue (unless I'm mistaken and it DID say that)?
  6. twynne macrumors 6502a

    Apr 21, 2006
    London, UK
    It's actually even worse if you're trying to ENTER the upgrade programme. You can't order a new phone via any other means, leaving no choice but to wait for stock to arrive in store.

    The only way to do this is by continuously checking the reservation page, which in my opinion is very badly designed as you have to check each store individually. For London, for example, there are 5-6 stores within reasonable distance of most residents. There are many more only just outside London.

    The way this *should* have worked:

    1. Using app or website, select your desired model/colour/size
    2. At the payment options stage, select upgrade programme
    3. Pay down payment if relevant
    4. Choose store pickup or delivery. If store pickup, choose store(s) local to you.

    Even if the app purchase process couldn't have been streamlined, the reservation page could at least let you choose the model first, then list the stores having stock (the reverse of the current design).
  7. rorschach macrumors 68020


    Jul 27, 2003
    Good. I'm glad to hear they're doing something.
  8. J10ant macrumors newbie

    Apr 26, 2015
    I hope they take the issues on board and come up with a workable solution for next year. Maybe the solution would be prioritizing, they should have the details for how many people are in the program and how many are up for renewal at launch and hold back that many from launch or offer an earlier reservation just for the upgraders.
  9. UhFive macrumors regular


    Sep 17, 2013
    I signed up the Upgrade program this year...hopefully this is cleared up soon. I will be following to see what I need to do next year. Guess I always have the option to buy myself out of the upgrade program and resell next year as I have been doing for the past 9 years.
  10. JFK1979 macrumors member

    Sep 13, 2014

    No one says we should get priority. But when I tried to preorder 5 seconds after the apple store app was up all phones were sold out and you couldn't make a reservation,while there was no issue to purchase a phone if you are not part of the Apple Upgrade program.
  11. J10ant macrumors newbie

    Apr 26, 2015
    That was my biggest issue. I'm in Manchester so was trying to juggle, 2 Manchester, Liverpool and Leeds to find stock, would be a lot better to take model and then show stores.
  12. spoa94, Sep 12, 2016
    Last edited: Sep 12, 2016

    spoa94 macrumors 6502a


    Oct 12, 2011
    New Orleans, LA
    What do you mean it's worse if trying to enter the program? I enrolled in the program for the first time during pre-order and am getting my phone delivered on 9/16. It was worse for current upgrade customers.
  13. TigerWoodsIV macrumors 6502a

    Apr 3, 2010
    I'm wondering if it's even worth it to call at this point for me, but I'm glad they're doing something and hopefully they'll correct it in advance of the next phone.

    I was able to get a black 7, but was looking for either a jet black 7 or 7+. The + is probably too big, so just going from matte to shiny black isn't really a big deal. I hope the people who really got hosed can get a phone quickly.
  14. polbit macrumors 6502


    Sep 18, 2002
    The point is that the Upgrade Program customers got much worse treatment than the normal customer - no option to choose a new phone for shipping, so limited to stock on hand at store at best. I'm pretty most people on the program are just looking to have the SAME priority as others. I got my 7 Plus with the program, and certainly expect to be able to order the 8 Plus just like everyone else next year.
  15. sikachu macrumors newbie

    Oct 26, 2007
    Hmm ... I actually got screwed over by the fact that they didn't let T-Mobile customers signed up online (for people who aren't yet in Upgrade Program) and didn't have reservation link available publicly. I wonder if the rep will be able to help me because I'm not in the program ... yet.

    Has anyone tried this yet?
  16. UhFive macrumors regular


    Sep 17, 2013
    It isn't about priority. This program is designed so you always have the newest iPhone, therefore apple should know who all is available to upgrade in the month of the new release and there should be devices set-aside for these customers every year.

    How about they release pre-orders for upgrade plan users a day early...pretty sure that would be motivation for a lot more customers to sign up for this program.

    Edit: Added
  17. sweatshop macrumors member

    Sep 8, 2014
    Raleigh, NC
    We dont think we are a priority. We STILL cant order a phone. We have been put behind every other payment method. It should have been first come first serve. And you better believe most people in IUP were on the store within a few minutes of it opening. We simply cannot order a phone yet, and are behind millions of other orders.

    *Ninja edit
  18. chiefsilverback, Sep 12, 2016
    Last edited: Sep 12, 2016

    chiefsilverback macrumors 6502

    Jul 25, 2011
    I think the challenge is then knowing who is going to which store and whether they want the phone on launch day, which version/colour/capacity/carrier etc... They can reserve one of each possible combination until you've made your decision!

    There's probably a way they could ship the phones, but they'd need to put a hold for the phone's value on your credit card until they receive the old handset back...

    I don't know how the logistics work, but given upgraders need to go to a store the process is complicated by how Apple has assigned inventory. Have the stores already been allocated stock when pre-orders open? How far out is the stock assigned? And they wait until there's a week to go? Probably not if they're trying to optimise logistics expenses!
  19. jayducharme macrumors 68040


    Jun 22, 2006
    The thick of it
    It's certainly in Apple's interest to fix this situation in a big way, or it will probably dull any interest in the Upgrade Program (which is a guaranteed way for Apple to keep customers in their ecosystem).
  20. JFK1979 macrumors member

    Sep 13, 2014
    I feel like the whole issue can be resolved if IUP customers are allowed to get the phones shipped to their homes with instructions on how to trade in/activate the new phone.
  21. CaptOblivious macrumors member

    Sep 29, 2014
    Called number and they were pretty useless, "are you on the webpage now I can show you how to use it." Yes Apple that's why I called because I could not figure out how to use the website.

    "We had high demand for phones that's why some are sold out" Sure apple that's why it would let me order a new phone just not under IUP.
  22. buck1127 macrumors 6502


    Jan 12, 2011
    This was a blessing in disguise for me. If this didn't happen I would have never went to Verizon's site and signed up the $0.00 for iPhone 7 deal
  23. JFK1979 macrumors member

    Sep 13, 2014

    I would say give them another call some of the reps are pretty clueless. On second call I got a rep that was unaware of the message on the webpage and what she had to do
  24. PatrickNSF macrumors 6502


    Jan 24, 2011
    The way it was explained to me was that their ordering/verification systems weren't communicating properly and that it was not the intent that IUP participants were locked out of ordering for launch day. Based on my past dealings with Apple, I have confidence that they will make this right and would be surprised if IUP participants aren't allocated phones during week #1.
  25. Branskins macrumors 65816

    Dec 8, 2008
    Should I call as a new enrollee that has a November ship date? I.E. two months past the expected launch of the new one next year

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