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

Pbrutto said:
Thanks for reminding me I needed to update: talked to store people again today. The only new info is they seem more certain that they will be able to find my phone when the system goes live Friday. They told me this morning that they will be using a scan of serial and IMEI to find the phone that was supposed to be manually ordered for me. I didn't tell them this, they told me....so it appears they got more info since last night when I stopped by. He again stressed that the situation was fluid and that more info continues to be provided to them. This also matches the info I was given by my IUP rep when I called after the store last night and she said they would work on getting more info to store managers.

There is a story on apple insider that would seem to indicate those of us who were in the first batch of calls (which I confirmed I was) had their order manually placed by the IUP rep. Those who were in a later batch are being contacted and told to just reserve it now for themselves as stock is being added.

I will reserve one if it opens up at my local store to be sure, but so far nothing. The worst part is since last night the exact model I want is available at another store that is an hour from my house. I have to work at 11:30 am friday, I could make it to either, but after being reassured multiple times I am not gonna select that one because I cannot risk being late for work. If I don't have it Friday like they promised.......ohhhh boy.
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The only issue with this (which is great news) is that if we never hear back, we don't know what store to go to. I assume our primary? As far as I understood, my agent took both a primary and backup store in hopes of getting the desired model to one of them.
 
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Does anyone think it will be an issue if I reserve a Sprint model, but currently use AT&T under IUP. I don't plan on switching carriers.
 
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Guyver423 said:
Does anyone think it will be an issue if I reserve a Sprint model, but currently use AT&T under IUP. I don't plan on switching carriers.
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I've been told by Apple that you wont be able to get your Sprint reservation under IUP unless you activate with the carrier in-store. I'm in the same boat, I don't plan on changing carriers.
 
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Alright guys, those of you who do have a reservation I HIGHLY recommend you check your accounts to see if there's a reservation showing on your account. Last night I reserved the 7+ gold in 128gb, noticed I have no reservations on my Apple account, called and confirmed my reservation DOES NOT EXIST although I have an email confirming I reserved that phone last night. Now stuck in limbo where I can't get another phone reserved and have no reservation. I'm about ready to pay out the rest of my IUP and go back to buying and upgrading at the ATT store.
 
Shwinnugin said:
Alright guys, those of you who do have a reservation I HIGHLY recommend you check your accounts to see if there's a reservation showing on your account. Last night I reserved the 7+ gold in 128gb, noticed I have no reservations on my Apple account, called and confirmed my reservation DOES NOT EXIST although I have an email confirming I reserved that phone last night. Now stuck in limbo where I can't get another phone reserved and have no reservation. I'm about ready to pay out the rest of my IUP and go back to buying and upgrading at the ATT store.
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I wonder if last night was a glitch. It doesn't look like they have things figured out.
 
hgher said:
I've been told by Apple that you wont be able to get your Sprint reservation under IUP unless you activate with the carrier in-store. I'm in the same boat, I don't plan on changing carriers.
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Kind of stupid since IUP phones are supposed to be unlock.
 
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I am in LA and managed to reserve a TMOBILE 128gb black+ at Century City.

I want a 256gb black+ at The Grove, The Beverly Center, or Century City in LA, but there's ZERO inventory for anything.

Does anyone with capabilities see any 256gb Tmobile Black PLUS in any LA area store?

I will paypal $20 to whomever shows me a current screenshot that results in my successful reservation of such.

:)
 
hgher said:
I've been told by Apple that you wont be able to get your Sprint reservation under IUP unless you activate with the carrier in-store. I'm in the same boat, I don't plan on changing carriers.
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I wonder if we could activate new service with Verizon in store and then cancel the service and switch the phone to AT&T.
 
damiensmunki said:
I wonder if we could activate new service with Verizon in store and then cancel the service and switch the phone to AT&T.
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I think this may be the way to go, once activated the phone is unlocked and can be switched over to any carrier.

Apple customer support was an utter disappointment last night, the rep asked me "If you knew you were on T-Mobile why did you reserve a Sprint phone?" I had to explain how the IUP program allocations were exhausted for T-Mobile and the only other option would have been to buy the phone outright as those supplies existed... somehow when you buy into a loyalty program, you become a second rate customer.

I think I'm done with IUP, for one of the largest companies in the world this has been a massive failure.
 
tylerdw89 said:
Did you call? Someone else's showed that and when they called the rep confirmed they did not have a reservation for a phone.
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Yes I did. That person, Sandra, was clueless and had me type in a ridiculously long URL address to verify and when it wouldn't work, she said she would email it to me and hung up. Now I'm back on hold, again.
 
So I didn't call, and I haven't read through all 36 or so of these pages, but did anyone also receive an email having you fill out the steps for getting a phone.

It sounds like the same thing that you guys who called are experiencing. It showed they would call me back within 48 hours, but also stated there were no jet black phones for launch day.

Which is fine, I ended up getting an order placed that originally said October but has since moved up to the last week of September! #Progress!
 
HypeMan said:
So I didn't call, and I haven't read through all 36 or so of these pages, but did anyone also receive an email having you fill out the steps for getting a phone.

It sounds like the same thing that you guys who called are experiencing. It showed they would call me back within 48 hours, but also stated there were no jet black phones for launch day.

Which is fine, I ended up getting an order placed that originally said October but has since moved up to the last week of September! #Progress!
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If you were able to order (as opposed to trying to make a Friday appointment) I don't think this thread is about you.
 
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hgher said:
I think this may be the way to go, once activated the phone is unlocked and can be switched over to any carrier.

Apple customer support was an utter disappointment last night, the rep asked me "If you knew you were on T-Mobile why did you reserve a Sprint phone?" I had to explain how the IUP program allocations were exhausted for T-Mobile and the only other option would have been to buy the phone outright as those supplies existed... somehow when you buy into a loyalty program, you become a second rate customer.

I think I'm done with IUP, for one of the largest companies in the world this has been a massive failure.
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Yeah... I read Verizon's agreement, and you can cancel service within 14 days of initiating new service with a post-paid plan. Probably easier to just activate with a pre-paid plan, if possible, and then just be done with it.
 
damiensmunki said:
Yeah... I read Verizon's agreement, and you can cancel service within 14 days of initiating new service with a post-paid plan. Probably easier to just activate with a pre-paid plan, if possible, and then just be done with it.
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Last year this didn't go well for people who tried it. Just keep that in mind.
 
buck1127 said:
Oh this so a cluster ****
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This is really a complete mess. I wrote Tim Cook on Friday and received an email from an associate. Gave them a call and they said they'd work on securing a phone over the weekend. Didn't hear back Monday, Tuesday and now Wednesday. To make things worse, the IUP is now limiting us to _no_ Jet Black and _no_ Plus models in 256GB (you'll see that the options now say '32 and 128GB only.' This program is terrible. Regret signing up for it a year ago.
 
damiensmunki said:
Didn't know that. You mind elaborating?
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I'd have to look up the stories, can't right now. I just recall many stories of things going wrong when people tried to get a phone that wasn't for their current service. Like the system wasn't set up for it or something. If I had to guess, it's because they want to limit people buying phones for resale -- if you can only set up a phone on existing service (even if it's unlocked) then you're more likely to be buying it for yourself? But I'm just speculating.
 
Shwinnugin said:
Alright guys, those of you who do have a reservation I HIGHLY recommend you check your accounts to see if there's a reservation showing on your account. Last night I reserved the 7+ gold in 128gb, noticed I have no reservations on my Apple account, called and confirmed my reservation DOES NOT EXIST although I have an email confirming I reserved that phone last night. Now stuck in limbo where I can't get another phone reserved and have no reservation. I'm about ready to pay out the rest of my IUP and go back to buying and upgrading at the ATT store.
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After 40 minutes of back and forth, this is what I'm told about the issue of my reservation not showing up in my account now on their reservation checking website.
Not everyone's reservation will show in their Apple account (I took that with a grain Of salt). She could not tell me why this is.

As long as I show up in my reservation window and show my email confirmation, I will get my iPhone 7+ 128gb gold. She reiterated many times that I should show up at or before 5:30. I told her she was not instilling confidence here, and flat out asked if she was implying they may run out of stock by the end of my appointment window. She said although I have a half hour window 5:30-6, all reservations have a three hour window for reservation pick up but she said that yes it's possible the stock will not make it to the end of the three hour window. I asked her if it's possible to verify with the local store my reservation, she put me on hold, came back, and could not confirm I personally had a reservation.

Zero confidence here guys. Not sure what else to do. I've called and spoken to two people now.
 
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