This is exactly what should have happened, automated reservations and stock allocations. The number of customers in the IUP number is the most certain number of customers they have to hand, meaning they could easily have made sure there were enough units for that specific amount of people. I've mentioned this alternative method multiple times in dealing with Apple Support and indeed the exec team over the past 24 hours so let's hope we get somewhere with this. The exec I spoke to said he was "certain" Apple would fix this for next year.
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Apple Collecting Customer Information in Effort to Address iPhone Upgrade Program Pre-Order Issues
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This is exactly what should have happened, automated reservations and stock allocations. The number of customers in the IUP number is the most certain number of customers they have to hand, meaning they could easily have made sure there were enough units for that specific amount of people. I've mentioned this alternative method multiple times in dealing with Apple Support and indeed the exec team over the past 24 hours so let's hope we get somewhere with this. The exec I spoke to said he was "certain" Apple would fix this for next year.
Ps. It does make me feel bad for these execs though! They must wake up to hundreds of thousands of emails from customers whom they then have to forward to the exec comms team. Maybe they have different internal addresses for 'real' work emails.
No need to feel bad, they get paid to do that work.
@johnnyboy665 , @JarScott & @AaronG123
I also got a call back this morning from someone in the executive team (Damien) who called after they received my email.
Not much came of it I’m afraid, they basically apologised and said the programme was fairly new to the UK and they would take my feedback into consideration. He said that all the 7+ models were now sold out and that my only option was to try again on Saturday.
I thanked him for calling but explained I was already planning on doing this and that I was hoping he would at least try and see if it was possible to secure something for Friday or at least put me on some waiting list. I even said I was flexible to take matte black or silver as Jet black pretty much out of the question.
@AaronG123 I did mention that you had a different outcome and that someone was looking into getting you sorted for Friday. He was skeptical and asked me for your name as the person dealing with your case is in his team. I obviously didn't have this information but it was worth a shot
Called as soon as the VRU opened up at 0401am (why doesn't Apple open anything on time? . Talked to a rep immediately, who warm transferred me to the IUP Specialist team. They're doing as others have reported, gonna try to find me a 256G Black 7+ and get it here. Should hear back in 72h via email. I have contact info for two people (one on front-line support, one on the IUP Specialist team), so that's positive. Total call time 12m15s.
Wish it had been that easy to begin with. So I should hear back by early Friday morning, and worst case, I have a reservation to upgrade my wife's 6S to a 7 on Friday, so I can always engage begging mode. It worked once before!
. Talked to a rep immediately, who warm transferred me to the IUP Specialist team. They're doing as others have reported, gonna try to find me a 256G Black 7+ and get it here. Should hear back in 72h via email. I have contact info for two people (one on front-line support, one on the IUP Specialist team), so that's positive. Total call time 12m15s.Wish it had been that easy to begin with. So I should hear back by early Friday morning, and worst case, I have a reservation to upgrade my wife's 6S to a 7 on Friday, so I can always engage begging mode. It worked once before!
Finally got through this morning. Only 15 mins on hold.
Was disconnected with the iUP specialist after he placed me on hold to submit the information. Thankfully he called me back and said it was submitted and I'll hear back within 48 hours.
Basically said he has no idea what exactly is being done, but they are trying to make it right.
Was disconnected with the iUP specialist after he placed me on hold to submit the information. Thankfully he called me back and said it was submitted and I'll hear back within 48 hours.
Basically said he has no idea what exactly is being done, but they are trying to make it right.
I got my email within 30 minutes, which seemed lightening fast compared to waiting on hold for 2 and a half hours.
The exciting follow up! I received a call back at approximately 44 hours last night around 6:30pm (includes Saturday and Sunday). It was great news, they have a 128 GB iPhone 7 Plus in black for me this Friday at my local Apple Store. The rep informed me that all I had to do is tell the store employees my name and they'd have my phone ready to go. Good luck to everyone else!
If anyone is looking for a Verizon 32 GB Black Plus (not Jet Black) for this Friday at the Short Hills, NJ store, send me a PM for details. I may be able to cancel my reservation while you simultaneously refresh the page and reserve it.
If anyone is looking for a Verizon 32 GB Black Plus (not Jet Black) for this Friday at the Short Hills, NJ store, send me a PM for details. I may be able to cancel my reservation while you simultaneously refresh the page and reserve it.
seems like people who wanted 7+ matte black are getting calls for Friday pickup. hope I get the same call today.
Does anyone find that one song in the music queue a little pornographic? I had my phone on speaker while waiting on hold and then at the end of the song the girl starts making moaning noises... There could be children with IUP issues, come on Apple.
Hard to tell what song it was but there was some good music playing while being on hold. (Which is good because I was on the phone for a 1:30)
[doublepost=1473772061][/doublepost]
If you call tech support at the beginning of the call they give you options of music genre you would like to hear! Thought that was pretty cool...
And yet T-Mobile wasn't even an option for me to select when I originally attempted to upgrade. Apple Stores have had far fewer T-Mobile devices in stock than other carriers (disproportionately so, seems like).
I did tell the IUP rep I spoke with that I would really prefer a Verizon device (since Sprint / Verizon phones are the only ones that are universal this year; also my gut says I'll get one sooner if I can snag a Verizon phone. I'll be interested to see if they can pull any strings for me because of the situation with upgrades.)
I was able to get through yesterday after about a hour wait. The rep was very helpful and basically told me I'll hear something in 48 hours. However, I'm a little worried as I mentioned my preference is the 128 Jet Black. I did tell her that I'm basically just hoping to get a phone on launch day and I'd be happy with a 128 or 32 Regular Black as well. I'm just hoping I didn't screw myself by even mentioning the Jet Black. Is anyone having luck with your "second options" being offered?
Kapazza, did u already have an iphone reserved, and still got the IUP specialist to get you a new phone?
I had the same problem as you so I ordered a Verizon phone installed and will use it on T-Mobile. I've read it's actually better for resale to get the Verizon because it works on all 4 networks because of the Qualcomm chip
Thanks to everyone posting their updates here. I called again this morning to be greeted by Bob Marley's "Could This Be Love", only to have it cut short as I got transferred to a rep in 1:30. I went straight to the IUP team and gave all my info to the rep and was done in less than 10 minutes. I was told I would receive a call in about 72 hours with an update on what their team was able to find about the product I requested (7 plus, black, 256). I'm hoping the news is positive as I am within range of three stores.
In fact, just minutes later, I got a call in regards to an email I sent out yesterday about this whole mess. They are trying their best to clear things up. I feel bad for the team working on cleaning up the mess, but hopefully they learned their lesson and will have a much more thoughtfully designed process next year.
In fact, just minutes later, I got a call in regards to an email I sent out yesterday about this whole mess. They are trying their best to clear things up. I feel bad for the team working on cleaning up the mess, but hopefully they learned their lesson and will have a much more thoughtfully designed process next year.
Glad to hear normal times being posted. My call on Saturday was 25 minutes start to finish with a 48 hour promise. They called in 44 hours. Hoping everyone with 72 hour promises hear back Thursday night so they can be among the first to get their phones with the rest of us on Friday morning!
I just got off the phone with a guy from the 'Executive Communications' department or whatever, basically the people you end up speaking to if you email the execs which is what a lot of us have done. He said they're so very sorry about what's happened and Tim Cook is WELL aware of the issue both in the US and in the UK. They said they really believe people will be able to get the configuration they want over the weekend and into next week, as demand becomes a little weaker. He went on to explain that Black and Jet Black models were in particular high demand and they would be prioritising these models after launch so people can get what they want eventually. He said they appreciate the feedback and that people should be assured that the highest execs in the company are well aware of what's going on and how angry people are.
He said he was certain the system would be improved for next year - I mentioned my idea about automated reservations for IUP customers, he seemed pretty much in agreement with me but obviously said they'd work on improvements for next year. I'm pretty satisfied with that answer, he knew exactly where I was coming from and I could tell the opinions he was sharing matched mine and were very candid and I'll be eagerly trying to get a reservation in for this weekend if not sometime next week, he seemed pretty confident on that.
For what it's worth, he said the Managing Director had personally forwarded my email for follow up. I didn't ask if Tim Cook had seen it too, but I'd presume not.
Ps. It does make me feel bad for these execs though! They must wake up to hundreds of thousands of emails from customers whom they then have to forward to the exec comms team. Maybe they have different internal addresses for 'real' work emails.
@JarScott Thanks for the update! That's a great outcome, excellent that they are now aware at the top and will hopefully sort this mess out for next year
! Did he leave it that he will be trying to get you a reservation in for this weekend if not next?@nwlondonlad Sorry to hear it wasn't as successful for you! The team member I was speaking with was Paula - not sure how large the executive team is in Ireland but would imagine that there's at least 10-15 people managing the UK & Ireland. She didn't promise anything for Friday, but basically said she'll try her best to get hold of a phone and would be micro-managing my order until I had received.
[doublepost=1473791965][/doublepost]@JarScott Also, I'd imagine the execs have a pretty good filtering system and some PA's to go with it
... never know Siri might be managing their emails haha
After 2.5 hours on the phone yesterday I got through to Jillian who was very kind. Gave her my phone and store locations and she emailed me her contact info while we were still on the phone. Hopefully I hear from her tomorrow with good news!
Interesting. I'm between three Apple stores too. Your experience is almost exactly the same as mine. I called, got sent to the IUP department, gave them all my info and had the specialist say that they'd do everything they can to get me my choice of phone (7 Plus, 256/Jet) and get back to me in 24-48 hours.