I originally wanted a 128GB iPhone 7 Plus in Jet Black. They offered me Black and took it. I'll live without Jet Black.
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Apple Collecting Customer Information in Effort to Address iPhone Upgrade Program Pre-Order Issues
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I originally wanted a 128GB iPhone 7 Plus in Jet Black. They offered me Black and took it. I'll live without Jet Black.
I just got off the phone with an Apple rep, who told me so sorry, you are stuck. I made a reservation for a rose gold 7+ because that was the only color offered at all three stores in my state. She said to cross my fingers and hope the store when I go to the store has the color I want to swap for. How ridiculous. Apple doesn't seem to be trying too hard to make things right.
Just tried calling again. First person to answer was software support after 1 hour on hold, after some work convinced him to transfer me to iPhone upgrade program specialist.
Another hour on hold and technical support answers then hangs up on me. Ugh.
Another hour on hold and technical support answers then hangs up on me. Ugh.
Call back and ask to talk to an iPhone Upgrade Program Specialist. If they say they are one, I doubt it. If they don't seem to know what you mean, call back or ask to talk to someone else.
Apparently everyone on the phone doesn't know about this yet, or they're blowing you off 'cause it's extra work.
From the moment I realized there was an issue I emailed Tim Cook... it was 3:00am CDT on Friday... I never heard back from Tim.
Since then I've waited through 3 chats, 4 phone calls, and a Twitter DM conversation over the next 3 days. I spent close to 6 hours of waiting, until after calling for the 3rd time today, I finally got to a guy named Doug on the iPhone Upgrade Program Team.
He took the same info as everyone else, asked which phone I wanted (7 Plus 256GB Jet Black) and the store I am closest to. He told me they think they'll get back in 1-2 days via phone.
I doubt they'll have the Jet Black I want, but I'm interested in seeing what they're willing to do...
Since then I've waited through 3 chats, 4 phone calls, and a Twitter DM conversation over the next 3 days. I spent close to 6 hours of waiting, until after calling for the 3rd time today, I finally got to a guy named Doug on the iPhone Upgrade Program Team.
He took the same info as everyone else, asked which phone I wanted (7 Plus 256GB Jet Black) and the store I am closest to. He told me they think they'll get back in 1-2 days via phone.
I doubt they'll have the Jet Black I want, but I'm interested in seeing what they're willing to do...
Well, I'm on my 3rd attempt to call Apple. I called last night and the specialist was very unapologetic about the situation and acted like she didn't know what the iPhone Upgrade Program was. I was cordial, but very short and I promptly ended the call because I was really frustrated. So I just called again this evening and after being on hold for 45 minutes, I spoke to another specialist who was also somewhat confused and put me on hold after a few minutes, to find out what was going on. After being on hold for a total of 1hr and 16min the call was disconnected. So now I'm currently on hold again for about 10 minutes. This is very frustrating, but I'm almost wanting to see how long this craziness is going to last. Yes - it's frustrating that being apart of the Apple iPhone Program - one would think I'd at least be able to pre-order the new device (after all, I've been doing it for the past 4-5 years and received the new phone on day 1, w/o any membership to an iPhone program), but to not even be able to pre-order a phone (even if if means a delivery that is 4 weeks out or something) is a little crazy. They dangle this out in front of you, but to not be able to order the phone you want is beyond a Customer Service failure. And now I can't even get a straight answer. I just want good customer service and this is not what I expected out of Apple, of all companies.
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
Keep trying. I got my response approximately 44 hours after I called (Saturday evening, heard back at 6:30pm tonight). I'm getting the exact phone I wanted (128 GB 7 Plus in Black) at my local store, first thing on Friday morning. It all worked out in the end. Wish the rest of you luck!
Oh no... 
I didn't realize that locking your phone ends the call.. back on hold for another 2 hours..
[doublepost=1473729205][/doublepost]Anyone have the phone number to get to the IUP Specialist directly?
I didn't realize that locking your phone ends the call.. back on hold for another 2 hours..[doublepost=1473729205][/doublepost]Anyone have the phone number to get to the IUP Specialist directly?
whew. 2:37 total time on the phone. Feel bad for the first rep who had to check in every few minutes. IUP conversation only took 5-10 minutes.
Probably won't hear anything until Wednesday. Not holding my breath for a Friday reservation (looking for matte black 7 Plus @ 256gb) -- but any time the following week would be fantastic. Basically it sounds like instead of me having the check store inventory every morning, someone else will be chasing the upgrade reservation for me-- better than what I figured I'd be doing next week!
Probably won't hear anything until Wednesday. Not holding my breath for a Friday reservation (looking for matte black 7 Plus @ 256gb) -- but any time the following week would be fantastic. Basically it sounds like instead of me having the check store inventory every morning, someone else will be chasing the upgrade reservation for me-- better than what I figured I'd be doing next week!
I waited on the phone for over half an hour, only to be told there wasn't anything they can do. They recommended I go to the store and see if the store can swap the rose gold which was the only color I could choose from for a matte black I wanted. Disappointed.
Are you signing up for IUP this year? Or have you been on the program 12 months now? (If so, did you actually speak to a iPhone Upgrade Program specialist?) Just curious, seems odd they'd just dismiss you without the usual 48 hours for research and such if you were one of the original IUP subscribers.
Was on hold for 2 and a half hours to finally reach an iPhone Upgrade Program Specialist. The specialist was very helpful and informed me that they will give me a call within 24 hours. Hopefully I am one of the lucky ones to receive the Jet Black 7 Plus on Friday.
Now entering hour 3 of being on the phone with Apple in an effort to speak to someone from the iPhone Upgrade group. Wow, just wow.
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
I've been waiting almost two hours since I last spoke with someone. I wish they would check in on me so I know that I'm actually waiting in a line. The only benefit is that it's 11:59 and 59 seconds.
It doesn't sound like you got transferred to the IUP team. I'd try again. A lot of the front line support people are still clueless.
On my first attempt to speak to someone in the group I was treated to outright hostility by the "specialist". I called back again and after 5 minutes of an earnest effort to try and addres the issue I asked to speak to a supervisor. I'm still on the phone and it's been 3 hours now. Not counting the 45 minutes on the original call with the hostile "specialist". I asked the supervisor if there's some threshold I need to meet to speak to the group and was told that the threshold would be that I'm not new to the upgrade program. I hope Apple is taking notes on this upgrade situation because this will not help them if they want to make iPhone purchases more of a kind of subscription/constant revenue stream rather than the guessing game that it can be otherwise for them.
I ordered 2 iphones and entered the Upgrade program. Both are being shipped to me directly, like any other year. Not having to pickup at a store.
Just know that your experience with regard to hostile "specialists" is not unique. They're probably hiring temporary people to help with the crush. Too bad this isn't as easily scalable as say bringing on another server is where you have some expectation that performance will be comprable. Ask to speak to a supervisor right away. Most of the "specialists" are probably reading from scripts and have no clue what you're talking about. Siri would do a better job at this than a lot of the people they get for the crush.
One hour, fifty minutes into the hold music... I just keep thinking... This is Apple. Surely... they could have more than five different songs in their hold music...
... maybe tap into that whole Apple Music thang...
sigh
After this it better be a Jet Black 256GB appointment on Saturday or else I believe I believe I believe I believe I believe I'm not gonna be happy.
... maybe tap into that whole Apple Music thang...
sigh
After this it better be a Jet Black 256GB appointment on Saturday or else I believe I believe I believe I believe I believe I'm not gonna be happy.