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Apple Collecting Customer Information in Effort to Address iPhone Upgrade Program Pre-Order Issues
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I guess it could be worse and our phones could be ticking time bombs ready to explode in our faces at any given moment...
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I wasn't able to last year, had to go to Bridgewater Commons mall in NJ. Never been at a store on launch day, but the line was well managed which was nice. It was also cool that the store was inside. I would LOVE to go to the local store at LV Mall! I logged in the moment the store was open and it all showed the "out of stock" "go to hell but leave your money" message for Whitehall (and everywhere else).
The Whitehall store was pretty efficient last year, but yeah, I also received the same message when trying to upgrade this year. Currently on hold with an Apple rep, waiting for an IUP rep to pick up. I have a 128 + silver reserved, trying to get it changed to a 128 matte black + for verizon.
After being on hold for 45 minutes they "transferred my call" and hung up on me. Called back, waited another 45 minutes before speaking to a rep and was told that because there was no available stock for in-store pickup, I was SOL. I've been with apple since day 1. What a failure.
In the first few weeks, only a few per store per day. Not all available demand.
Apple is monopolising all air freight capacity this month, until ONE ship can arrive. What if it sinks?!?
I tried calling during my lunch break, but there seems to be a long wait time. I was up before the official time that preorders opened, and sure enough, they had no 7 Plus in black for Sprint. I preordered the 7 in black, but I think I would prefer to try out the Plus this year.
Your reference to how long you've been with Apple made me think there was some sort of loss to them as a consequence of your disappointment. I was wrong. Carry on spending as usual.
How many times does this company kick its loyal customers in the teeth before there are consequences? Don't take me wrong - I'm just as bad; constantly checking this site hoping Apple will remember what laptops are, trying to tell myself not to pay 2018 prices for the 2015 tech available in the MacBook "Pro" line today.
Sorry, mate -I think I was just taking my own frustration out on you. I apologize. I think I am, however, going to take my own medicine. I'm going to run my 6s until it won't boot up any more, and I'm ordering a new PC laptop today. Enough, Tim.
Enough.
Thank you to everyone who has said to call. I called this morning( 10:30 am eastern). Waited about five minutes on hold. I got to a general person first who took all of the information that was needed, serial number, my name, which phone I wanted, where I wanted to pick it up and so forth. I was then transferred to an iPhone upgrade program specialist which I waited on hold about four minutes to connect. He apologized profusely over me not being able to order my phone and that was not what they had intended with the upgrade program. He went over all of my information again specifically which phone I wanted (7+) which color I wanted (black) and which storage configuration I wanted (128) and where I wanted to pick it up. I also informed him that either black would be fine and that I would take either the 128 or 256 and I gave him two different stores that I am willing to go to. He thanked me for being so flexible. He told me he has access to much better tools then online or the first person I spoke to and can see all the inventory at the different stores. He also informed me that stores are getting new supplies now also. He could not guarantee me a phone on Friday but he felt with my flexibility that he was very very confident they would be able to get me a phone on Friday. He sent me an email with all of his contact information while we were on the phone and waited to make sure I received it. He said I should hear from somebody within 48 hours and if I do not I am to email him directly. He said they would be calling me versus emailing me with a solution.
That entire process was very pleasant I had no issues. I figure I have nothing to lose as I was unable to order a phone so if they are able to get me one that is great if not I'm not any worse off than I was before I called.
That entire process was very pleasant I had no issues. I figure I have nothing to lose as I was unable to order a phone so if they are able to get me one that is great if not I'm not any worse off than I was before I called.
I don't expect to receive one on day 1, but im really wondering what the answer to all of this will be and what the response will be like tomorrow once it is known.
When the automated system started talking to you, what did you ask for? I said "I'm having trouble with the iPhone Upgrade Program", as the article suggested. But then I waited for 50 minutes, and then was transferred to someone else. I had to leave the call for a meeting. I'd like to know what to ask the automated system for so I don't get incorrectly routed.
I have a 256 matte black on full price reserved for the end of this month, will sell current after buying it out and take the loss of the difference. But I really don't wanna drop the coin in this manner. We will see when my 48 hour later call comes...if it does....I am still fine with getting it after launch day on the program, I am just beyond annoyed that I don't have a "spot in the line" right now.
I'll just copy and paste my experience yesterday morning from the other thread in case it helps someone:
Wow ... that was a longer call than I had expected (good thing I'm not hungover). I was on the phone for an hour and 40 minutes. As many people explained, the first line of defense doesn't know that IUP directs you to call 1800MYAPPLE so you have to explain/clarify. Once you've gotten past that phase, they put you in contact with the IUP program.
This is where everything started going downhill. They couldn't find my agreement, and they said I was on an installment plan and choose to purchase Apple Care +. I kept persisting saying I was on the program and someone from the IUP team said I wasn't. Then with the initial Apple Rep we called Citizens One bank to verify how many payments I had made, how many I had left, and if I was eligible or even under the iPhone Upgrade Program. Citizens One confirmed that I was and that I had made 12 payments.
Now we had to circle back to the IUP team again ...... Now we had all the information to prove that I was on the program indeed. Then things started to look better. We jotted down the loan number. Explained the information to the IUP team. They were able to finally validate and see that I was on the IUP program.
They asked me which 2 models I was interested in, and two stores that I would prefer. This has been a nice joyride for a Sunday morning. I think what made my unique situation complicated is my phone was swapped under warranty so at that point do they use the phone purchased serial's #, or the one it was swapped with?
Throughout all of this: both the Apple website and the Apple App Store said I was eligible for an upgrade and under the IUP program
My advice is:
Wow ... that was a longer call than I had expected (good thing I'm not hungover). I was on the phone for an hour and 40 minutes. As many people explained, the first line of defense doesn't know that IUP directs you to call 1800MYAPPLE so you have to explain/clarify. Once you've gotten past that phase, they put you in contact with the IUP program.
This is where everything started going downhill. They couldn't find my agreement, and they said I was on an installment plan and choose to purchase Apple Care +. I kept persisting saying I was on the program and someone from the IUP team said I wasn't. Then with the initial Apple Rep we called Citizens One bank to verify how many payments I had made, how many I had left, and if I was eligible or even under the iPhone Upgrade Program. Citizens One confirmed that I was and that I had made 12 payments.
Now we had to circle back to the IUP team again ...... Now we had all the information to prove that I was on the program indeed. Then things started to look better. We jotted down the loan number. Explained the information to the IUP team. They were able to finally validate and see that I was on the IUP program.
They asked me which 2 models I was interested in, and two stores that I would prefer. This has been a nice joyride for a Sunday morning. I think what made my unique situation complicated is my phone was swapped under warranty so at that point do they use the phone purchased serial's #, or the one it was swapped with?
Throughout all of this: both the Apple website and the Apple App Store said I was eligible for an upgrade and under the IUP program
My advice is:
- Have the Apple Store receipt ready
- Have your Citizens One loan number
- Make sure you've made 12 payments (first payment that includes taxes and first month + 11 payments)
- Be persistent
I sold cell phones for years and you bet your bottom dollar that going with Apple Upgrade PROGRAM makes me a priority 100% higher priority and they damn well better set phones aside for all of us that are in said program. IF we choose not to be up at 3am (or midnight or whatever) we should be able to quietly put in a 'wish' phone early. Then if we decide within 24 hours we don't want said phone it should be released to the masses. If you have a plan for customers loyal to your brand and have no incentives... Then WHAT is the incentive to be a part of it?
My experience:
Called the number. Asked the auto message for help with iPhone Upgrade Program. 50 minutes later got connected to a rep who told me he's spent most of today handling these calls. The transfer to the IUP specialist took another 70 minutes. The gentleman there took my info and said I'd hear back within 48 hours on what if anything they would be able to do. Both reps friendly. Both took my contact info immediately since they know customers are getting disconnected left and right. Not sure what it will accomplish but a little over 2 hours of listening to the same three songs on repeat and I'm 'on the list'. Fingers crossed.
Called the number. Asked the auto message for help with iPhone Upgrade Program. 50 minutes later got connected to a rep who told me he's spent most of today handling these calls. The transfer to the IUP specialist took another 70 minutes. The gentleman there took my info and said I'd hear back within 48 hours on what if anything they would be able to do. Both reps friendly. Both took my contact info immediately since they know customers are getting disconnected left and right. Not sure what it will accomplish but a little over 2 hours of listening to the same three songs on repeat and I'm 'on the list'. Fingers crossed.
