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

[ajwharton]

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

 

[ramone12781]

I reached out to Apple yesterday (Sunday Morning) and they knew what I was talking about as soon as I told them I am an existing Apple Iphone Upgrade Program member. They took my IMEI and Serial number down to verify that I was indeed eligible for an upgrade then tranfered me to the "Top Secret" Iphone Upgrade Program Team. Super polite and apologetic but after I hung up with them I didn't feel complete trust that this was going to do anyting. I hung up without getting the persons name or job ID no confirmation. Was told I would receive an email 10min after we ended the conversation never got one. Also was told give us 48 business hours and we'll get back to you. So I called back the Sunday Evening and asked if I could get in touch with the person I spoke to but they didn't have any record of it so I got transferred back to the "Top Secret" Iphone Upgrade Team with a new rep answering which sent me an email as we were speaking with his direct phone extension and email address and that he was going to forward my info (IMEI, SN#) to their Supervisor/Manager running this team to follow with whom ever the 1st rep was that I had spoken to and make sure that someone was actually still working my "Trouble Ticket"... Emailed the 2nd rep back this morning to get an update on that and have not heard back yet. Will keep you guys posted...

1st Update:

So just received this email in regards to my previous post:

 

[ajwharton]

Is there any alternative to that phone number? I've been holding for hours.

 

[damiensmunki]

I spent an hour and 40 minutes on the phone with Apple. I finally got a guy named Anthony in the secret IUP help department, and he took down my information and desired phone. He said he would send me an email with his contact information so I didn't have to wait in the long line again if I needed to talk to him, and then within 48 hours, I would receive another email with an update on my reservation. It's been about an hour now, and I still haven't received the first email from him. I'm concerned he took down my email address incorrectly, and I don't want to wait on the phone for another two hours.

If anyone else talks to Anthony and receives an email with his contact info, could you please PM me with his info?

Thanks!

 

[leesweet]

They will take from the walk in allotment, they won't be "stealing" it from someone else.

Exactly. I can buy one right now if I want to either pay full price OR start a new IUP loan. Get what I want under an IUP upgrade, nope.

 

[Surf Monkey]

I'm glad to see that Apple is aware of this issue. I doubt I'll devote the time to call and deal with them in regard to my phone, but I applaud those of you who are being proactive. At the moment my plan is to wait until Friday and try to get a reservation at one of my local stores. But depending on how this thread plays out I may join the ranks of people contacting them directly.

 

[shk718]

The main number.
And I tried to find the option on the site to have them call me but couldn't find it.
Could you please tell me where you found it?

Thanks.

go here: https://getsupport.apple.com/?caller=psp&PRKEYS=PL133 if it doesn't take you to the page where you can schedule a call then just pick any main topic (like system performance) and then select for the specific problem - the topic is not listed - type in "upgrade" when it has the dialog box to describe your issue. then you'll see a page - that has the call back feature.

 

[bdub786]

Does anyone know what Apple gives as a credit for a 6S if I decide to buy the 7 out right then come to the store to trade in my 6S?

 

[Evan_F]

As long it's actually reserved...

It shall remain a mistery until Friday....

 

[Weaselboy]

Does anyone know what Apple gives as a credit for a 6S if I decide to buy the 7 out right then come to the store to trade in my 6S?

https://www.apple.com/iphone/trade-up/

The 6 is $225, but I don't see the 6S listed on their page yet surprisingly.

 

[chthro]

Just got off the phone with the Upgrade Support team at Apple. It took 1:44:24. They'll call me back within 48 hrs. Almost two hours....Bad day to be on phone support at Apple

 

[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.

 

[Tech198]

sounds like a professionlizm gone wrong to me...

And Apple didn't see this one coming ?

Better to schedule a call back,.... if u gotta wait on hold for ages. They do have that for upgrade program don't they ? They should.... Keep customers happy knowing they don't need to wait on the phone...

Mentioning the duration may calm them down, but it doesn't matter if u'r on hold...

It's just a shame the schedule time slots are worse in most cases

 

[ryan.lister]

I'm excited about this. I have literally been on hold for almost 3 hours at this point, being bounced back in forth from person to person, but maybe I will finally reach someone who can help. One can hope. Also, the "11:59 song" is the worse thing I have ever heard in my life. And thanks to my 3 hour hold, I have listed to it about 57 times.

 

[KPOM]

Availability seems to vary widely by region and carrier. In Chicago for Verizon you can still get 8:00am slots Friday morning for all but the jet black model. For AT&T only the rose gold and gold are left.

 

[Darryl.Jenks]

I smell a lawsuit coming from anyone who has to pay for a 13th or 14th month on their iPhone 7 because Apple dropped the ball.

Yeah, I mean your damages must be, what $80? Sue 'em! It's not like Apple has a nearly limitless legal budget and the best white shoe firms on earth on retainer...

 

[bdub786]

Got to the first line specialist after 50 minutes (call attempt 3 after 2 disconnects). Very kind specialist warned me the next wait is at least another 50 minutes. Total call time 1h 27m and counting. It will be supremely disappointing if the 48 hour later message is a mass auto-email, "We've now added an option for future pickups for IUP customers! The earliest availability is November and we will not reimburse your extra two payments! Thanks for being an Apple Customer!"

 

[paulbart]

On second call to Apple now (each one at least an hour) - hoping to get the 256GB model that was "unavailable" at the time of my order, but "available" if I were to purchase "new"). (I'm an existing iUP member with iPhone 6s, trying to upgrade to iPhone 7).

This rep is telling me that she can't do anything to change my iPhone 7 order, and that any attempt to change it would CANCEL my existing order. She seems unaware of what this article is saying about Apple trying to help iUP people out. Not at all helpful.

She also can't tell me if my existing order is still in the system.

I've been an Apple customer 'forever' - never really had to deal with support, and not very happy with this experience

 

[Tech198]

I reckon Apple's dug themselves a fine little hole they cannot get out of here...

There will be more people waiting in queue and something so simple to have just have phones available, turns out to be a bloody nightmare,

 

[Pbrutto]

Wow I got quoted in a Mac Rumors article. Nice! I also wrote an email to Tim Cook but did not get a response or a call (not that I expected to).

Fingers crossed I get a call today since it will have been 48 hours.

Same here! (Original story), I also emailed, I also expect no response. At least it appears one person got a response.

 

[shk718]

A friend and I both called the iup dept yesterday. He juste received a call from his case worker (for lack of a better term) just now that there is no update but they're still working on it. i've received no such call.

 

[redsoxguy676]

Same here! (Original story), I also emailed, I also expect no response. At least it appears one person got a response.

Hey, saw you are located in Allentown, I am over in Emmaus myself. Are you trying to do a pickup at the store in whitehall?

 

[bdub786]

Customers got an apology for Maps. Wondering if there will be an apology on the iPhone Upgrade Program screw up.

 

[Pbrutto]

Ii doesn't look like the UK Apple store is even going this far. I had a very similar experience in the UK and i just spoke to someone at Apple and they know nothing about this. I guess each time they tell us at an apple event that its the worlds best or worlds most popular smartphone that doesn't tell them to make more than a few for launch day. Would Steve Jobs be happy with this? Apple as a company doesn't feel like it used to be since Steve left us.

MacRumors...help our friends across the pond!

 

[AppleDumplings]

I'm not sure what everyone on hold is waiting for.

It's not like they are going to make more units for you overnight.

All units they have are spoken for, the only way they will "find" one for you is to steal it from someone else! Which is the exact "preferred" treatment you said you are not asking for, just want it to be equal, apparently.

Not necessarily - I worked in Apple Retail for over 6 years and all stores receive walk-in stock - phones that are held for someone that just walks in with no reservation.