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Apple Collecting Customer Information in Effort to Address iPhone Upgrade Program Pre-Order Issues
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I just had the same discussion with an Apple rep and from previous years experience, this seems like it will work.
I just resigned my verizon contract for another 2 years and got my order placed. Took about 3 minutes from the time the site came up. I'll probably do the same next year when my wife is due for a renewal/subsidy.
Sorry to hear about all of the troubles with the upgrade program. Sounds like a ********. They'll surely have it all ironed out in a year or two when it becomes more economically sound for me to switch to that model.
Sorry to hear about all of the troubles with the upgrade program. Sounds like a ********. They'll surely have it all ironed out in a year or two when it becomes more economically sound for me to switch to that model.
The IUP has no wording in it that states that participants can pre order a new model phone the moment pre orders go live. It's a program designed to allow users to get a new phone, in the store, WHEN ITS AVAILABLE.
I think there is a lot of misunderstanding and impatience here. IUP participants will get a new phone.... just not immediately.
I think there is a lot of misunderstanding and impatience here. IUP participants will get a new phone.... just not immediately.
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I'm not on the upgrade program but think it's ridiculous that they don't have one for everyone on the program. That is the whole point of the program. You have 1 million people on the program you should have close to 1 million phones ready for them. It should make planning easier not harder.
Nice for those that are in the program, but, I don't feel that it should have priority over those users who opt to buy unlocked versions.
WORSE THAN COMCAST
I haD all kinds of issues with my preorder. I ordered in the first 30 minutes, but the date was pushed to Sept 26-Oct 3. They sent me a reservation on Friday morning and when I went to use it, the site said it could not find the reservation.
I spent almost 3 hours on hold Friday, listening to the same horrible three songs over and over and over (one of the songs had a lady making suggestive moaning noises, so I couldn't even put my phone on speaker at work). They told me that they knew about the issue, but it would be resolved by 6 or 7 Central. If it wasn't fixed, they said I had to call them back and wait on hold as long as necessary. The problem wasn't fixed. So I spent almost 2 hours on hold again on Friday night. Their solution was that it would be fixed by morning.
Saturday morning rolled around and it still wasn't fixed. I had an email address that I got from the first call to Apple and sent him two emails letting him know the problem was not fixed. No one responded.
I called them around 2PM. I was on hold for 2 hours and 45 minutes and the music stopped and the phone started ringing. Finally! I was going to get an agent. Nope, the phone rang about 20 times and then disconnected. Keep in mind, I was an hour from losing my reservation.
I decided to try a chat. After about an hour of waiting for an agent, they said they would have a supervisor call. Well, someone called, but it wasn't a supervisor, it was the first agent I talked to. He said they would extend my reservation and he would call me on Sunday. Apple sent over a new reservation email in the middle of the night, but it did not work, either.
Sunday afternoon, the agent called me back. He said to try the email again because they thought they had it fixed. It was fixed, but my delivery date was moved to Oct 26-Nov 1. I told him that I wanted my reserved date, which was the only reason I stayed on hold for hours, but he said there was nothing he could do. He was supposed to have a Supervisor call me, as of right now, no one has called me back. Unbelievable.
I haD all kinds of issues with my preorder. I ordered in the first 30 minutes, but the date was pushed to Sept 26-Oct 3. They sent me a reservation on Friday morning and when I went to use it, the site said it could not find the reservation.
I spent almost 3 hours on hold Friday, listening to the same horrible three songs over and over and over (one of the songs had a lady making suggestive moaning noises, so I couldn't even put my phone on speaker at work). They told me that they knew about the issue, but it would be resolved by 6 or 7 Central. If it wasn't fixed, they said I had to call them back and wait on hold as long as necessary. The problem wasn't fixed. So I spent almost 2 hours on hold again on Friday night. Their solution was that it would be fixed by morning.
Saturday morning rolled around and it still wasn't fixed. I had an email address that I got from the first call to Apple and sent him two emails letting him know the problem was not fixed. No one responded.
I called them around 2PM. I was on hold for 2 hours and 45 minutes and the music stopped and the phone started ringing. Finally! I was going to get an agent. Nope, the phone rang about 20 times and then disconnected. Keep in mind, I was an hour from losing my reservation.
I decided to try a chat. After about an hour of waiting for an agent, they said they would have a supervisor call. Well, someone called, but it wasn't a supervisor, it was the first agent I talked to. He said they would extend my reservation and he would call me on Sunday. Apple sent over a new reservation email in the middle of the night, but it did not work, either.
Sunday afternoon, the agent called me back. He said to try the email again because they thought they had it fixed. It was fixed, but my delivery date was moved to Oct 26-Nov 1. I told him that I wanted my reserved date, which was the only reason I stayed on hold for hours, but he said there was nothing he could do. He was supposed to have a Supervisor call me, as of right now, no one has called me back. Unbelievable.
Have fun waiting until Saturday. No one is going to drop their reservation, and no new reservations are going to just magically appear. You might as well give it a shot.
I don't think you understand that we don't expect priority. We expect *the same* as you'd get by ordering the phone for purchase. Problem is that there was still vast inventory for purchase available for you, and no inventory for purchase for us.
I'm sorry that the US IUP users have had this experience (as pathfinders/guinea pigs for those in the newly joined countries) but hope that the scheme is improved for next year, especially if demand is even higher for the likely major changes.
It might make sense that Apple ask IUP users at launch (maybe via email or online registration after launch day) whether they intend to upgrade or not and even first preference of device, so that supplies can be allocated separately at pre-order. Not sure whether this will work though, as it could be seen as favouritism.
It might make sense that Apple ask IUP users at launch (maybe via email or online registration after launch day) whether they intend to upgrade or not and even first preference of device, so that supplies can be allocated separately at pre-order. Not sure whether this will work though, as it could be seen as favouritism.
As most of us have said no one is asking for priority just the same availability to preorder as the rest of the options available
At 11:50 ET today I called the number. After 15-minutes, my call was transferred to a ringing line that went to voicemail. Tried again at 12:06 ET. Same thing after 25-minutes so I left a voicemail that will probably never be listened to asking for assistance. Apple has really, really dropped the ball...
I placed an order for a phone as a new participant in the IUP last week. After reading all the posts about problems, I called Apple and had them send me a return label. (I tried to cancel the order, but it was already in process.) I ordered the same phone and paid for it with the normal up-front, payment in full. I don't want to take the risk that Apple doesn't figure out how to make this work for IUP customers next year. Nothing I've read in any of the threads so far convinces me that they're really going to fix this.
Definitely true. I'm going to wait to see how things shake out before I make the leap, though.
Good work getting the word out everybody and thanks macrumors!