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

Markarian421 said:
I might be one of the first to hit the 48 hour point since I finally got through to Apple Support. No call back. Not a good sign.

I did get a separate call about an email I sent Tim (during the first day when Apple Support was impossible to reach). Hopefully something will come of that.
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The Apple Online support person I spoke with on Saturday just called me back. No confirmed order yet, but she reconfirmed my choices and said I should expect an email and/or call later today or tomorrow morning. She also apologized for not getting back to me sooner, but said they've been really busy today.
 
TheSuperE said:
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?
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Exactly my thoughts. IUP customers should be able to choose model/capacity days in advance of pre-order and then be automatically reserved stock at their local store. Otherwise what is the point of the Upgrade Program? Every IUP customer is going to want a new iPhone every year, and they know exactly how many customers that is. There's no excuse for Apple to consistently get launch so badly wrong. Why aren't they making enough units? They've been at this years now.

Every single year it makes them look incompetent. Why are they not sorting that?
 
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Kapazza said:
Fast forward to September 2017 and you want to get the next iPhone. You'll have to make a TRIPLE payment upfront to hit your 12 months paid in order to trade in your iPhone 7. I'm not about making triple payments because Apple didn't think this through...
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Or just wait until you've had the phone 12 months. Is it that important to get the new phone at launch?
 
leesweet said:
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). :)
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This is true, except I'm in the UK. The woman on the phone said they didn't have an IUP department and she had no idea where to direct my call because she had no information. At one point she asked me if I wanted the complaints department. :rolleyes:
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Modernboy said:
Apple just called me and said that there will be a black iPhone 7+ waiting for me to pick up on Friday morning.
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That's an awesome outcome! I wonder how many others will be lucky enough to get the same.
 
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JarScott said:
This is true, except I'm in the UK. The woman on the phone said they didn't have an IUP department and she had no idea where to direct my call because she had no information. At one point she asked me if I wanted the complaints department. :rolleyes:
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Awwwww the good old fashion British way "I want to make a compliant"
 
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Apple has created quite a debacle. There's no way this many customers would be complaining if Apple had done a proper job of setting up this program properly. Instead the confusion it has caused has resulted in a law suit, something Apple is very accustomed to.
 
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Currently on hold.

Took 90 minutes to get ahold of the first rep, who took all my information and confirmed that I was eligible and in good standing. Took down my top 2 phone preferences that I would like to have reserved.

She transferred me to the next person I need to talk to, telling me they would need to talk to me for about 10/15 minutes to confirm locations and such.

She has checked in on my twice since she put me back on hold - and has let me know that it is a 3-way-call and that if the call drops she will call me back immediately.

While I was unimpressed with how pre-order went - I understand that the logistics of something like that are out of this world...and this interaction I am currently having with these reps is showing me what apple is all about.

Making it right.

Stand by...
 
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I have been on the phone for 4 hours and 32 minutes. "Linda" says they keep dropping the call with the IUP specialist and we have to try again. what a mess....
 
92 minutes! First line rep took confirmed eligibility, took preferred model, store location and put me on hold for the IUP group. She checked back every 10 - 15 minutes, apologizing for the delay. Afte approx. r 40 minutes, she again apologized and said I would get a call and if I didn't to call back. Yeah, spend another 90 minutes on hold. They have everything they need so why another phone loop? Have they heard of email?

What a mess indeed!
 
Modernboy said:
Apple just called me and said that there will be a black iPhone 7+ waiting for me to pick up on Friday morning.
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Were you given an appointment time, or did they indicate that there would be a separate line specifically for IUP customers?
 
I'm so happy for the US customers finally getting their way, but you can bet the UK will be entirely ignored in all this and we'll just have to deal with it.
 
AmpCat said:
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.
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Currently on hold after speaking to the first rep (who was extremely nice and helpful) who took all my information regarding my phone and which phone I wanted
 
call back. happened to me 3 times until i finally got someone that knew what I was talking about.
make sure you read them the message that apple changed that tells you to contact them from the iphone uprgrade page its self.
 
Called twice. The second time, i was on hold for maybe an hour and the guy on the phone took my name, IMEI number, serial number, name, model wanted, and closest Apple Store. He said he was trying to get someone in the iPhone Upgrade Department. I asked if I would have to start over if the call dropped and he asked for my number and said he'd call me back if that happened. The call dropped after about another hour of waiting and after the music stopped playing. It's been about 30 mins. Should I call back and start over since I haven't had a call back?
 
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.
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I called today too and got someone from the escalation team. She took my info, I gave her 2 options for colors & 3 store locations in NJ. She sent my request forward and even gave me her contact info in an email.

After 4hrs of sitting in my office....the system work'd
 
Got a second call back.. Said Jet Black 7+ (which i want) will take 2-3 weeks still. So no reservation for me on opening day. They didn't ask for a backup option initially. Told them would like a regular black as back up and said they will call back within 24hrs. Lets see..
 
So, decided to call back. After spending about 40min on hold (for the third time today), I got someone who seemed interested in helping. He got my information down, confirmed my eligibility, and is transferring me to an iPhone Upgrade Specialist. So sounds like I'll be getting helped at last.

This time around I was certain to ask for the rep's name, and asked to speak with an IUP specialist.

Up to 1 hour 20 min on this leg of the adventure so far.

This has been more than just annoying; I've been telling everyone how the IUP is the way to go for buying a phone the last couple weeks. Now this. I feel silly.
 
jbenkelman said:
Currently on hold.

Took 90 minutes to get ahold of the first rep, who took all my information and confirmed that I was eligible and in good standing. Took down my top 2 phone preferences that I would like to have reserved.
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I'm kinda surprised Apple doesn't have a more sophisticated call system. When I call my carrier (and some other companies), there's an option to receive a call back when my spot in the queue comes up so you don't have to wait on the phone for however long the wait time is.

90 minutes on hold is ridiculous.
 
kjotwani said:
Got a second call back.. Said Jet Black 7+ (which i want) will take 2-3 weeks still. So no reservation for me on opening day. They didn't ask for a backup option initially. Told them would like a regular black as back up and said they will call back within 24hrs. Lets see..
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And the Jet Black + remains elusive, wonder if any see launch day.
 
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