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

[MacRumors]

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.

The underlying reason appears to be that iPhone Upgrade Program members were placed into a separate stream than regular pre-order customers, and forced to reserve a new iPhone from a local Apple retail store -- many of which were sold out. Some customers were not even able to access the reservation system at all.

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.

Due to high demand, the model you'd like may not be available. Please call 1-800-MY-APPLE and mention the iPhone Upgrade Program. A Specialist will help you find the model you 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:

The guy I talked to apologized profusely for Apple dropping the ball on this, took all my info regarding what model I wanted, and while he didn't promise anything, said they are working on a solution for it. He said they will call me within two business days with more information and sent me his direct contact info should I have questions. The whole call took about 30 minutes.

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:

They've said that they are looking to prioritize iPhone Upgrade Program upgrades over the next couple of weeks so that we can get our phones. I highly suggest anyone who had the same issues I had to call and ask to speak to someone in the iPhone Upgrade Program department.

They transfer you to a special group who will take down all your info and what iPhone you want. They say they will then be in touch in 48 hours letting you know when your iPhone can be picked up. They told me they were very sorry that iPhone Upgrade Program users had issues and that they weren't prepared and are trying to make it right. They said their goal is to have iPhones ready for pickup on launch day for Upgrade Program users who call in.

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

 

[keysofanxiety]

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.

 

[JFK1979]

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)?

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.

 

[polbit]

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)?

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.

 

[UhFive]

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)?

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

 

[Markarian421]

The AUP has no wording in it that states that participants can pre order a new model phone the moment pre orders go live. It's a program designed to allow users to get a new phone, in the store, WHEN ITS AVAILABLE.

I think there is a lot of misunderstanding and impatience here. AUP participants will get a new phone.... just not immediately.

New thread, new wave of people that don't really understand what's going on. So let me try to summarize.

• This is for people who signed up for the IUP last year and are trying to upgrade this year.
• We're supposed to be able to upgrade after 12 months. Phil Schiller talked this up during the iPhone 7 announcement. Before everything went bad the Apple IUP page was still saying "First to join, first to upgrade."
• And most importantly, this isn't about having to wait. Many of us could not even place an order. There were few to no phones available in the separate ordering system we had to use. It's not that we placed an order and are unhappy that we'll have to wait until after release day. We could not and still can't place an order. We can speculate on the nature of the system or planning failure that caused this, at the moment we don't really know. But that's why Apple is now having people call, they are gathering info and trying to figure out what they can do about all these upgrade customers that couldn't, and still can't, upgrade.
• If we can't upgrade at 12 months, well will have to make extra payments on the current phone and extra payments on the next phone (or upgrade late).
  
• Nothing in the contract would have lead us to believe we'd have to do the upgrade in store, in fact the language in the contract indicates we'd have 14 days to send in the old phone after receiving the new one. The contract was clearly written with the idea that the upgrade would, or at least could, be done by mail.
• And finally, from the other thread, if you had this problem you need to call (not chat) to get help, and it's clear at least half of the front line Apple Support people are still clueless. Insist on talking to an iPhone Upgrade Program Specialist, as instructed on the web page. If they won't transfer you, hang up and call back.

In my case, I got into the store at about 12:03 and there were no phones available. There haven't been since. We watched everyone else ordering, and ship times slipping into October and November, and we couldn't (and still can't) place an order.

 

[Mosi]

Last week, on a whim, I had sent an email to Tim Cook about this issue and my experience. I just received a call from someone on the leadership team who got all my info, apologized about the issue and said they were working to make it right. He asked for a lot of information about my experience, what happened with the pre-order, what has happened since, etc. He said a brief was being prepared for Tim and the entire leadership team about the issue. He appreciated my comments and got all my information and said he would be back in contact with me.

 

[jtropeano]

Nice for those that are in the program, but, I don't feel that it should have priority over those users who opt to buy unlocked versions.

I don't think you understand that we don't expect priority. We expect *the same* as you'd get by ordering the phone for purchase. Problem is that there was still vast inventory for purchase available for you, and no inventory for purchase for us.

 

[JFK1979]

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.

 

[kybldmstr]

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).

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.

 

[leesweet]

One other note about the IUP in case it's still not clear for some. There is one and only one reason that we all enrolled in the IUP: to UPGRADE each and every year. As has been stated in this and other threads, marketing materials (perhaps in the past) said, and Phil said, "be the first to upgrade...". There is no financial incentive, since there are other ways to finance the phone purchase, even from Apple.

This program was to lock people into purchasing a phone (from Apple), and being able to get another one the next year and only pay 12 payments, and 'get out of' the remaining 12 payments on the original loan. Anything that prevents that is not what was sold to us by Apple last year, and, from how Apple is reacting to the supply issue, they agree.

All these comments about 'whining' and 'priority' need to be looked at in the context of how the program was sold a year ago. I don't particular care if I get my replacement/upgraded phone on Day 1, but I better get it the first two or three weeks to not have to pay a 13th payment.

(Getting it in the mail and returning the old one that way would be great, also, once the kinks are worked out!)

 

[Modernboy]

Apple just called me and said that there will be a black iPhone 7+ waiting for me to pick up on Friday morning.

 

[sweatshop]

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)?

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

 

[malencar]

I'm sorry, but everyone here sounds like a bunch of entitled whining losers.

You have to use a phone that, as of a few days ago, is only the second best, for fewer than 2 months.

You're all talking like your current phones have suddenly been bricked or something.

Here, Apple can make this up to you guys. For the time while you're waiting on your new phones, Apple will reduce your monthly payments by $1. There. Feel better over your single dollar saved?

Sourpuss much?

 

[cheff114]

New thread, new wave of people that don't really understand what's going on. So let me try to summarize.

• This is for people who signed up for the IUP last year and are trying to upgrade this year.
• We're supposed to be able to upgrade after 12 months. Phil Schiller talked this up during the iPhone 7 announcement. Before everything went bad the Apple IUP page was still saying "First to join, first to upgrade."
• And most importantly, this isn't about having to wait. Many of us could not even place an order. There were few to no phones available in the separate ordering system we had to use. It's not that we placed an order and are unhappy that we'll have to wait until after release day. We could not and still can't place an order. We can speculate on the nature of the system or planning failure that caused this, at the moment we don't really know. But that's why Apple is now having people call, they are gathering info and trying to figure out what they can do about all these upgrade customers that couldn't, and still can't, upgrade.
• If we can't upgrade at 12 months, well will have to make extra payments on the current phone and extra payments on the next phone (or upgrade late).
  
• Nothing in the contract would have lead us to believe we'd have to do the upgrade in store, in fact the language in the contract indicates we'd have 14 days to send in the old phone after receiving the new one. The contract was clearly written with the idea that the upgrade would, or at least could, be done by mail.
• And finally, from the other thread, if you had this problem you need to call (not chat) to get help, and it's clear at least half of the front line Apple Support people are still clueless. Insist on talking to an iPhone Upgrade Program Specialist, as instructed on the web page. If they won't transfer you, hang up and call back.

In my case, I got into the store at about 12:03 and there were no phones available. There haven't been since. We watched everyone else ordering, and ship times slipping into October and November, and we couldn't (and still can't) place an order.

THIS!!!! Thank you! Tired of reading the comments by those quick to put "IUP whiners in their place". This pretty much mirrors my exact experience. Even down to getting into the store at 12:03 PST (and I'm on EST!!).

Mods please sticky this one. ;-)

 

[Markarian421]

I called Saturday morning . . . I must have called too early! Still no phone for me, just a call to say I'd get an update tonight or tomorrow.

Got the call, a black 256GB 7+ will be waiting for me at my local store on Friday. She said show up any time, no appointment needed, and they'll hold it for a week if I can't make it Friday.

So it's worth the effort to call. I'm still wondering when they will reach out to all IUP members though.

 

[i hate phones]

Nice for those that are in the program, but, I don't feel that it should have priority over those users who opt to buy unlocked versions.

on top of us not having access to the same inventory as everyone else, we also can't just order the phone and wait for it (however long it would take). We are left hanging, the only way to get a phone is to wait for one to magically appear in a store one day. Having to check the website every day for a possible reservation on the model we are waiting for and be willing and able to drop our daily responsibilities to prepare our current phone for trade in and get to an apple store (not nearby for everyone) without any notice. Yes these are first world problems, I get that. But the IUP process is a mess and apple needs to be made aware so they can fix it going forward.

 

[reden]

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)?

Did you even bother to read the article or know what's going on?

 

[iPunish901]

baffles me how people come into thread not understanding the situation and trying to make those in this situation look selfish.

if I pre-ordered and apple told me id have to wait until November, I would be cool with that. I do not want to be prioritized over others, just given the same opportunity. but at 2:02am central time, I literally couldnt order an iphone. that is the problem. I had no opportunity.

 

[Weaselboy]

The stuff that happens when you finance a cell phone.

It is not about that... for me anyway. I could afford to pay cash for the phone if I wanted to, but I don't want to fuss around with selling my old phone every year. To me this program seems like an easy way to get a new phone every year and just hand off my old one to Apple. $388 a year for IUP is actually cheaper per year than when I have paid for the phone cash then sold it after a year. Not a lot cheaper... but a little, and hopefully less hassle. Throw in the value of AC+ included in the payment and it makes sense.

 

[darrenoia]

Pro tip for Apple: when you’re trying to assuage complaints from your most loyal customers and keeping them on hold for hours at a time, (1) maybe don’t play the same 2 hold songs back to back the whole time and (2) don’t include as one of those songs something repeating “it’s 11:59 and 59 seconds” to remind the caller frequently of the time passing.

Edited to add: thanks to all the posters for sharing their experience here. I can’t abide this music anymore (I feel like a dictator being smoked out by awful music). Suffice to say that although their song says “I just wanna be with you till the day I die,” that is not how I feel about Apple Customer Support.

 

[Millionaire2K]

I've called several times and haven't been able to actually get ahold of a person. i've been on hold for 55 minutes, 25 minutes, and now rolling onto 30 minutes on the third call. Any advice?!

Stop hanging up.

 

[JFK1979]

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.

 

[twynne]

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).

 

[MacLawyer]

No problem for me. I just switched to the new Galaxy 7, and let me tell you it is awes

<disconnected>