Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

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

Just got off the phone with Apple using their direct number: 1-800-MY-APPLE.

Was greeted by their automated answering machine, and I simply responded with, "iPhone Upgrade Program." Placed on hold for about 40minutes and spoke with a general associate who requested my name, serial number, requested model, and placed me on hold for one of their specialists regarding the Upgrade Program. Didn't have any issues regarding my CitizensOne loan. I'm one payment away from my 12th payment, which is tomorrow, and I was assured with was not an issue regarding my eligibility, since I'd be all cleared by the 16th.

Placed on hold for about another 45 minutes before being answered by a specialist, who wanted to confirm my serial number and preferences. I told him I wanted the iPhone 7 Plus, in either the 128GB or 256GB storage option, in Jet Black, and was also flexible in terms of location (I live in the D.C. area, so I could do a variety of locations in the DMV area). I gave him two different locations where I'd be willing to go to, a primary one and a backup one. All this was noted, confirmed and submitted. I received an email confirmation regarding our exchange and his contact information, both email and direct line and was told if I didn't receive a call after 48 hours, to either call back or email for a status update.

The specialist I spoke with was incredibly courteous and and noted that my flexibility in preferences would definitely help the process in securing a reservation. I'm not expecting launch-day availability, and it's definitely nice to know they're going to try and secure a timeframe, since as current members, we couldn't even get that.

Aside from the slightly long hold times, whole process went by smoothly without issue, and worth the wait.
 
  • Like
Reactions: ORK8, nwlondonlad, Skylor and 2 others
MacRumors said:



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.

iphone-upgrade-program-fine-print.jpg

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
Click to expand...

If you decide to call, make sure you leave plenty of time for yourself. I'm currently still on the phone, and it's been over an hour of being on hold, having my call answered, then being on hold to be transferred.
 
Bugdozer said:
I said "iPhone upgrade program specialist"
Click to expand...
I did also, and as far as I know, there is no such thing (to the system). You get an 'iPhone specialist'. Which is why you then need to do the explanation and warm transfer to the IUP team.

There is no way that the IVR system has been updated for this mess (yet). :)
 
After waiting on hold for 47 minutes, I had the most unproductive call with the rep. She did not tell me there was anything special being done to rectify the iPhone upgrade disaster. She just told me to wait in stores or check back to the Apple Store reservation system after launch to see if any jet black iPhones become available, since they're selling like hot cakes.

Anyone else experiencing a similar situation?
 
Well, no luck - after 1hr 40min of holding I was told that I would just have to go in store to reserve a t-mobile phone on IUP. Funny though, my friends that still work at Apple have been told that is NOT possible - somewhere there is a serious break down in communication. Oh well - sent an email to Cook & Co. If anything, perhaps our experiences can help them get it right next time.
 
colbertnation said:
After waiting on hold for 47 minutes, I had the most unproductive call with the rep. She did not tell me there was anything special being done to rectify the iPhone upgrade disaster. She just told me to wait in stores or check back to the Apple Store reservation system after launch to see if any jet black iPhones become available, since they're selling like hot cakes.

Anyone else experiencing a similar situation?
Click to expand...

I just got off the phone and was told the same thing. Basically that I'm SOL.

She didn't ask for any information or what model I wanted. I just explained I had the iPhone upgrade program and couldn't reserve a phone Friday morning, and she said, to paraphrase: 'check again tomorrow'. She did mention a system reset overnight or something but didn't give any details. It sounded more like an excuse to get me off the phone, to be honest, but who knows. I'll check again tomorrow I guess. And probably call back to see if I get someone more helpful.
 
I really think there was a bug in the reservation system on launch night for this program, we will see what happens going forward.
 
1:45, but got through to a very nice gentleman who did send me his contact info and took my phone interest (7p/128 Black). We shall see.
 
Bugdozer said:
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.
Click to expand...
Can you send me his contact info????
 
Pbrutto said:
Guys guys!!!!!
[doublepost=1473715052][/doublepost]Got a call from my 48 hour ticket yesterday, my #1 choice is coming day one at my preferred store!!! Said she has a ton of good news to deliver to iup members today!
Click to expand...

Congrats! I'm just past my 48 hours and no call yet. Fingers crossed though.
 
Waited 30 mins on hold to get to the first rep, she soft transfered me to the iUP specialist (waited on hold with me for another 1 hour 30 mins).

Specialist answered and the original rep dropped from the call. Specialist said the process would be to collect information about my desired model, and then the call was "disconnected" he repeatedly said Hello but apparently couldn't hear anything I was saying.

That was a nice 2 hours. Maybe I'll try again, but probably not worth it.
 

Attachments

  • IMG_3056.PNG
    IMG_3056.PNG
    558.4 KB · Views: 93
Modernboy said:
Congrats! I'm just past my 48 hours and no call yet. Fingers crossed though.
Click to expand...
She said she had a lot of calls to make, call was from Austin TX btw
[doublepost=1473715285][/doublepost]
meowmeow7894 said:
Waited 30 mins on hold to get to the first rep, she soft transfered me to the iUP specialist (waited on hold with me for another 1 hour 30 mins).

Specialist answered and the original rep dropped from the call. Specialist said the process would be to collect information about my desired model, and then the call was "disconnected" he repeatedly said Hello but apparently couldn't hear anything I was saying.

That was a nice 2 hours. Maybe I'll try again, but probably not worth it.
Click to expand...
It appears to be worth it
 
Darryl.Jenks said:
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.
Click to expand...
No worries. I'm so deep into their ecosystem it would be impossible to extract myself at this point. I have a Surface Pro to run a software program for my business and it's awful. As frustrating as Apple can be, especially right now, I just can't make the switch. Their worst is still light years better than the alternative.
 
AppleDumplings said:
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.
Click to expand...

So one of two things happen here:
1) the IUP customers have to now compete with the walk-ins and stand in line without knowing whether a phone is available in-store OR
2) the IUP customers are rejected because apple still requires an in-store reservation.

Regardless...still just sucks.
 
colbertnation said:
After waiting on hold for 47 minutes, I had the most unproductive call with the rep. She did not tell me there was anything special being done to rectify the iPhone upgrade disaster. She just told me to wait in stores or check back to the Apple Store reservation system after launch to see if any jet black iPhones become available, since they're selling like hot cakes.

Anyone else experiencing a similar situation?
Click to expand...


Same experience the first time I called. But after hanging up, I called 5 minutes later, and the second call was a complete 180 (my info was taken as others have said).
 
  • Like
Reactions: Markarian421
YOU MUST BE TRANSFERRED TO THE IPHONE UPGRADE PROGRAM SPECIALIST. The first person who answers the phone will not be able to help you. If they have no idea what you are talking about, or tell you that you're SOL, YOU ARE SPEAKING TO THE WRONG PERSON! Kindly ask them to transfer you to the iPhone Upgrade Program Specialist. If they are not aware of this team you need to kindly tell them that this is a new department set up for this situation over the weekend, and to contact their supervisor for information on how to contact the team. (This is only for US customers)
 
Last edited:
  • Like
Reactions: Oblithe, Markarian421 and leesweet
Pbrutto said:
Guys guys!!!!!
[doublepost=1473715052][/doublepost]Got a call from my 48 hour ticket yesterday, my #1 choice is coming day one at my preferred store!!! Said she has a ton of good news to deliver to iup members today!

128 black 7 plus
Click to expand...

Same for me in Knoxville.
 
  • Like
Reactions: Markarian421
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back