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

[Teach4]

Kapazza, did u already have an iphone reserved, and still got the IUP specialist to get you a new phone?

You can if you don't tell them you already have a reservation. I tried that this morning as I wanted a Maate Black and my only option Friday was Rose Gold.
[doublepost=1473796560][/doublepost]They told me they would get back to me and the guy emailed me contact information to get in touch with him.

 

[576316]

@JarScottDid he leave it that he will be trying to get you a reservation in for this weekend if not next?

Nope. He said that they couldn't offer anybody a phone because of supply constraints but that he was certain we'd get reservations very soon. He wouldn't promise me a phone, he basically said, "I don't have a phone to give you so it's not good news I'm afraid." He was very confident stock would return to normal quickly after Friday.

 

[Man on the moon]

I cannot believe this but i heard from someone in the executive relations team at apple, who mentioned they were calling on behalf of Tim.

I sent email to Tim Cook and never thought i would hear back. Interesting.

Regardless i have already heard from IUP specialist and will see what happens in the next day or so.

 

[ramone12781]

I cannot believe this but i heard from someone in the executive relations team at apple, who mentioned they were calling on behalf of Tim.

I sent email to Tim Cook and never thought i would hear back. Interesting.

Regardless i have already heard from IUP specialist and will see what happens in the next day or so.

how do we get that email address?

 

[Man on the moon]

how do we get that email address?

I just googled it to be honest.

tcook@apple.com

good luck

 

[furqan8421]

A little concerned as I called yesterday but still no email. He said I'd hear back in 48 hours which it hasn't been yet but I did expect the email by now

 

[Man on the moon]

A little concerned as I called yesterday but still no email. He said I'd hear back in 48 hours which it hasn't been yet but I did expect the email by now

i know this may be bad news but you are better off trying again and this time confirm you receive email while still on phone.

Instead of just hoping.

 

[Jimpilot]

A little concerned as I called yesterday but still no email. He said I'd hear back in 48 hours which it hasn't been yet but I did expect the email by now

You mean you did't get the email with IUP agent's contact information? I'm not sure how much value it has, for those of us already past 48 hours and have tried to contact them they're not answering us.

But you should have it by now, might be worth a call back.

 

[Hookem09]

You mean you did't get the email with IUP agent's contact information? I'm not sure how much value it has, for those of us already past 48 hours and have tried to contact them they're not answering us.

But you should have it by now, might be worth a call back.

Same sort of issue. I tried calling back this morning. My call got disconnected.

 

[Jimpilot]

If we don't hear by the end of the day, well I guess there's not much we can do.

They are telling folks within 72 hours now, so maybe there's hope. Maybe they just backed up more than they expected and it is taking longer than they thought. Who knows ?
[doublepost=1473800927][/doublepost]

Same sort of issue. I tried calling back this morning. My call got disconnected.

If you're near Austin drive over, knock on the door and say WTF.

 

[mobutt]

Have to wait until tomorrow night, fingers crossed I get good news. I'm located in NYC and told them I'd go to any of the stores. Just hoping they don't screw me with the whole making Jet Black my first priority although I did make it clear I'm just as happy with matte.

 

[daviszo1986]

I called on Friday - got transferred to "Sales Support" on Saturday - went through the motions of which phone, size, color, closest 2 locations. Got a call on Monday re-confirming my request and was assured they are gonna fix my issue and a new call would happen in 24 hours. Reps willingly gave me their contact info every time. 24 hours expires in 24 minutes so called my rep - he is looking into it now and won't let me hang up...

Will update with outcome

 

[Jimpilot]

I called on Friday - got transferred to "Sales Support" on Saturday - went through the motions of which phone, size, color, closest 2 locations. Got a call on Monday re-confirming my request and was assured they are gonna fix my issue and a new call would happen in 24 hours. Reps willingly gave me their contact info every time. 24 hours expires in 24 minutes so called my rep - he is looking into it now and won't let me hang up...

Will update with outcome

Great, we're all hoping you find something out. My rep leaves at 3 according to his email so I have to wait until tomorrow

 

[daviszo1986]

"System is overloaded" and updates have not loaded in the system yet. They are working on it - please continue to call me directly to check up - were hoping to get you set for friday.

I guess I will continue to wait.

 

[JonnyBravo]

Reposting from another thread:

Passed the 48 hr mark but haven't received a call either. (Called 11:30am PST on Sunday). Maybe we got pushed to the 72 hour mark? I'm still encouraged though based on some of the previous posts..but I would love to hear the "you may go into the store on Friday" call!!

Scratch that. I just received my call about 54 hours later. And the news so far wasn't that good. He said thus far, there were no phones around my area so no magic "go in on launch day" (I ordered the regular black 128 GB Verizon model). But he said he'd keep checking. He said, he'd give me another call within the next 24 hours (so technically total 72 hrs from when I initially gave my info). Nice of him to call and let me know though. So..we'll still see!

 

[Aibocyrus]

All I can say to all of this is....
I do the installments the same as the program through apple. If for some reason the phone I pre ordered gets taken away from me just to appease someone else who is doing the same purchase process as I am....That is not right either. This, again, is a situation where they can't please everyone. I successfully got my order through, confirmed for pickup, and paid for on launch day. This situation had better not change that.

 

[Jimpilot]

[doublepost=1473805085][/doublepost]

All I can say to all of this is....
I do the installments the same as the program through apple. If for some reason the phone I pre ordered gets taken away from me just to appease someone else who is doing the same purchase process as I am....That is not right either. This, again, is a situation where they can't please everyone. I successfully got my order through, confirmed for pickup, and paid for on launch day. This situation had better not change that.

I don't think they're doing anything like that. I think they are just getting first crack at store stock as it comes available to see if they can fill an IUP request.
[doublepost=1473805205][/doublepost]

Reposting from another thread:



Scratch that. I just received my call about 54 hours later. And the news so far wasn't that good. He said thus far, there were no phones around my area so no magic "go in on launch day" (I ordered the regular black 128 GB Verizon model). But he said he'd keep checking. He said, he'd give me another call within the next 24 hours (so technically total 72 hrs from when I initially gave my info). Nice of him to call and let me know though. So..we'll still see!

I requested the same phone in the DFW area. Guess I'll get the same call soon.

 

[jbenkelman]

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...

Update: Total of 4 hours and 26 minutes. Great experience with everyone I talked to. Seemed to me that they are looking for code words, or things that set you apart from having a normal experience. The 2nd person I talked to started the conversation by saying "this is surprising, we havent gotten a lot of calls like this today."

I continued to explain my situation, saying that when I got on at 3:01am for the pre-order that there was only 5 available states for me to choose from, and all others were listed as sold out immediately. Once I said that...the whole conversation changed. It went from "not a lot of calls like this" to "I will be checking in on you frequently as the wait time for this problem is over an hour".

Was told to wait for that coveted "phone call".
[doublepost=1473805471][/doublepost]

And the Jet Black + remains elusive, wonder if any see launch day.

When they asked me what my second choice was, and I said Jet Black...she laughed. I laughed. We laughed together.

 

[Millionaire2K]

All I can say to all of this is....
I do the installments the same as the program through apple. If for some reason the phone I pre ordered gets taken away from me just to appease someone else who is doing the same purchase process as I am....That is not right either. This, again, is a situation where they can't please everyone. I successfully got my order through, confirmed for pickup, and paid for on launch day. This situation had better not change that.

Apple is only trying to get IUP members phones from "walk in" store stock as that is all IUP members can ever get. If someone already has a reservation they wont take it from them to appease someone else.

 

[iRanger79]

Guys I got impatient and emailed my guy I talked to Sunday and he said I would be getting a call by end of day.

 

[Shwinnugin]

No go, called. Got "Rob" who attempted to walk me through ordering an iPhone after I told him I already got through the reservation process to the point where it says pick a store or call for help give finding iPhone model I'm looking for. He told me all issues with reservations will be fixed 8am EST on Friday (release day) and try calling back then. Yeah. Right. Call 8am on release day to reserve a phone for the same day?
[doublepost=1473809243][/doublepost]I'm going add I only waited 2min though!
[doublepost=1473809392][/doublepost]Someone already filed a class action lawsuit!
https://consumerist.com/2016/09/13/...-sue-apple-claim-they-couldnt-get-new-phones/

 

[Jimpilot]

Guys I got impatient and emailed my guy I talked to Sunday and he said I would be getting a call by end of day.

What did you put in your email to identify who you were to him? Do they track us by Apple ID or name etc?

My guy has gone home so I'm emailing him for tomorrow. He is off after tomorrow so I've got to get to him tomorrow.

 

[iRanger79]

What did you put in your email to identify who you were to him? Do they track us by Apple ID or name etc?

My guy has gone home so I'm emailing him for tomorrow. He is off after tomorrow so I've got to get to him tomorrow.

I'm assuming from your email. But I included my Full Name as well.

 

[mobutt]

Oh god this is scaring me

 

[ryan.lister]

I have continued checking the locations in my area and they must have gotten some new shipments in since the inventory just got updated and I was able to make a new reservation for launch day. Go check if any new phones just became available!