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

Wrote an email to Tim Cook on Friday explaining the situation and expressing my frustration. I got a phone call about four hours later telling me that Tim read the email and that they're going to look into it and reach back out to me on Monday (today).

I got a call two hours ago telling me that the iPhone I want will be waiting for me at my local Apple Store on Friday. They will hold it for a week. I plan on being there when the store opens it's doors at 8am :)
 
  • Like
Reactions: Weaselboy and Markarian421
Got my resolution today. I've been at this since the morning of launch with Apple. They've made it right and will have my 2 requested 7+upgrades waiting for me at the store on Friday.

All I wanted was to have my expectations met with this program, and this is just it. An easy upgrade with every launch. I fully expect this process will be MUCH better next year. That lawsuit is ridiculous.
 
  • Like
Reactions: Weaselboy and Markarian421
roboats said:
When did you initially call? Trying to figure out when I'll be hearing about my "case" started on Sunday at 12 PM EST
Click to expand...

I finally got through on Saturday morning, I'd been trying for over a day. But at that point I don't think they quite had the full IUP team in full swing. Folks who called later in the day actually heard about their reservations before I did.

The rep that called me back with an update earlier said to expect a call or email starting around 4 pacific at the earliest through tomorrow morning, I got my call right around 4. I'm not sure if that window was just for me or for everyone who has called.
 
SR116 said:
Wrote an email to Tim Cook on Friday explaining the situation and expressing my frustration. I got a phone call about four hours later telling me that Tim read the email and that they're going to look into it and reach back out to me on Monday (today).

I got a call two hours ago telling me that the iPhone I want will be waiting for me at my local Apple Store on Friday. They will hold it for a week. I plan on being there when the store opens it's doors at 8am :)
Click to expand...

What phones did you order?
 
Glad to see apple addressing it, personally I think the upgrade program is not for me, well not available here anyway, but those committing to it, should get thier iPhones as close to launch day as possible. Apple messed up, I'm sure they will get it right next time. And in the meantime, I hope they get these people thier upgrades asap
 
cheff114 said:
Got my resolution today. I've been at this since the morning of launch with Apple. They've made it right and will have my 2 requested 7+upgrades waiting for me at the store on Friday.

All I wanted was to have my expectations met with this program, and this is just it. An easy upgrade with every launch. I fully expect this process will be MUCH better next year. That lawsuit is ridiculous.
Click to expand...

Which phones did you get?
 
i hate phones said:
finally got through the initial person, she took some information, laughed and said you're looking for a plus aren't you. She warned me that its over an hour wait for the next dept before she transferred me over. She just checked in with me after about 2 minutes to say we're still waiting, we're gonna be mighty close by the end of this if she keeps checking in like that :eek:
Click to expand...

took 2 hours and 2 minutes total. same as everyone else, took my info, said they submit a form to a department that is working on locating phones and getting them to the locations needed. Received my email with the reps contact info within minutes of ending the call. I should get a phone call within 48 hours with more info. Sounds like a very standard process they have going now as long as you can find your way to the correct department.
 
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.
Click to expand...

Oblithe said:
This was Exactly my experience just now. Exactly. With a Richard. @1:55pm PST
Click to expand...

Guys, try calling back again. I did, and was routed to an "iPhone Upgrade Program Specialist," who explained to me they admit it was a problem, and they're trying to work on a solution. This new rep took down my information, and even e-mailed me the confirmation, etc. Try calling back to see if you can get a hold of a more knowledgeable rep. Specifically ask for iPhone Upgrade Program specialist, if that helps.
 
  • Like
Reactions: Markarian421 and Weaselboy
colbertnation said:
Guys, try calling back again. I did, and was routed to an "iPhone Upgrade Program Specialist," who explained to me they admit it was a problem, and they're trying to work on a solution. This new rep took down my information, and even e-mailed me the confirmation, etc. Try calling back to see if you can get a hold of a more knowledgeable rep. Specifically ask for iPhone Upgrade Program specialist, if that helps.
Click to expand...
Yep, I did. After a very long hold, I got a much more helpful person, who got all my info, then put me on an even longer hold for an IUP Specialist, who then was very happy to talk to me, and like others, said I'd be contacted within 48 hours for a resolution. Much better experience than the last person I talk to.
 
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..
Click to expand...

what storage size was the jet black 7+ you wanted initially?
 
I bit the bullet and called. I'm in the 24/48 hour callback cue with a reservation request and high likelihood of Apple making sure I get my upgrade on launch day. Was only on hold for about 20 minutes.
 
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..
Click to expand...

Yeah, I told them jet black was my backup, and no one came out and said it, but the one guy I could hear it in his voice, "Uh, yeah, I'm not even going to write that down." That's not at all what he actually said, but I could tell.

If you look over Apple's history with colors, it's a very hard thing to guess what's going to be popular. At least this year there's plenty of rose gold, I spent weeks trying to find one for my wife last year!
 
clive27 said:
I'm on hold for 30+ minutes now... They should just take information online and get back to us....
Click to expand...
I suspect getting a way to set up a webpage with this short notice is difficult. Adding text to a page like they did for the 'call if you're f'd' message is one thing, but a custom way to enter and store data is much more complex.
 
i hate phones said:
took 2 hours and 2 minutes total. same as everyone else, took my info, said they submit a form to a department that is working on locating phones and getting them to the locations needed. Received my email with the reps contact info within minutes of ending the call. I should get a phone call within 48 hours with more info. Sounds like a very standard process they have going now as long as you can find your way to the correct department.
Click to expand...

My call has been connected for 2:08 now... Still holding for the IUP specialist. Not gonna lie, I've dozed off a bit a couple times. *yawn* the hoops we jump through to be early adopters...
 
Omfg please call me back the guy was checking in every 5 minutes wtf happened. Wtf wtf wtf wtf. It's been 2 hours and 12 minutes. Are you ****ing kidding me?!
 
SR116 said:
Wrote an email to Tim Cook on Friday explaining the situation and expressing my frustration. I got a phone call about four hours later telling me that Tim read the email and that they're going to look into it and reach back out to me on Monday (today).

I got a call two hours ago telling me that the iPhone I want will be waiting for me at my local Apple Store on Friday. They will hold it for a week. I plan on being there when the store opens it's doors at 8am :)
Click to expand...

I emailed Tim Cook on the 9th too but did not get a call from Apple... either he's busy, I got his email wrong, or he ignored me because I emailed from a Gmail address :)

Fortunately got a hold of someone today after a couple hours of "11:59 and 59 seconds" and was added to the magic '48 hour list'. Good luck all!
 
mobutt said:
Been 2:09 and 30 seconds. And now the call went silent. ****.
Click to expand...
Oh no. Did the first rep stay on the line that whole time (with frequent check-ins)? I feel like if my call drops the first rep has my spot in line for the IUP (assuming yours didn't drop out of that queue...)
 
  • Like
Reactions: mobutt
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