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

[Weaselboy]

The stuff that happens when you finance a cell phone.

It is not about that... for me anyway. I could afford to pay cash for the phone if I wanted to, but I don't want to fuss around with selling my old phone every year. To me this program seems like an easy way to get a new phone every year and just hand off my old one to Apple. $388 a year for IUP is actually cheaper per year than when I have paid for the phone cash then sold it after a year. Not a lot cheaper... but a little, and hopefully less hassle. Throw in the value of AC+ included in the payment and it makes sense.

 

[Lobwedgephil]

Been on the phone 90 minutes so far. Spoke with a rep who, after finally getting someone "who can help" available, comes back with "your iPhone isn't enrolled in the IUP program."

Me: Um, but it is...

We went around for about 15 minutes before I finally asked for a manager. Turns out she put a wrong letter down on my serial number and was looking up the wrong phone. She read it back to me once and it sounded right, but she refused to check again after she decided I was just an idiot.

Anyway, still on hold but what's with all the people on here saying people on IUP want special treatment? All we want to do is place an order for a phone. I don't care if I have to wait until November, just as long as I have a place in line, any line.

There should be a single set of phones, not one for pre-order, one for IUP and one for walk-ins. Anyone should be able to pre-order, ship to home if they're paying outright or ship to store if they're on IUP and deal with payments then.

All I want is to be able to line up, not to cut ahead.

I have the same issue, phone shows Applecare + with iPhone Upgrade Program, but doesn't show up as enrolled in the program, which no one from Apple has been able to fix yet.

 

[shk718]

IUP participants just have to accept the harsh truth that they are deemed second class citizens in Apple's eyes and for the most part have to wait at the end of the line.

Hard to accept I know. But based on a this iPhone launch, apparently true.

I highly doubt Apple thinks of us as second class citizens. They were probably thinking that by giving us a subset of phones to order from that we wouldn't be competing with the main population. They basically reserved phones for us. Assuming that's what happened. i don't think Apple has officially explained what happened.

 

[Kapazza]

You have to use a phone that, as of a few days ago, is only the second best, for fewer than 2 months.

You're all talking like your current phones have suddenly been bricked or something.

Except when the 25th rolls around and we all get charged another monthly payment because we were unable to trade in and upgrade as promised. And then the 25th of October comes around and there are still no phones in stock, and another monthly payment hits. We get the new phone sometime after that...September 2017 rolls around and we can't upgrade again without making a TRIPLE payment to catch up to the 12 months required. All because Apple (who has already admitted they made a mistake) did not provide the same inventory to IUP customers. It's more than using an old phone for another month or two, it's going to cost us significantly more money on top of a significantly longer wait.

 

[buck1127]

No problem for me. I just switched to the new Galaxy 7, and let me tell you it is awes

<disconnected>

Except for the batteries blowing up

 

[johnnyboy665]

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

It doesn't

 

[Modernboy]

Been on the phone 90 minutes so far. Spoke with a rep who, after finally getting someone "who can help" available, comes back with "your iPhone isn't enrolled in the IUP program."

Me: Um, but it is...

We went around for about 15 minutes before I finally asked for a manager. Turns out she put a wrong letter down on my serial number and was looking up the wrong phone. She read it back to me once and it sounded right, but she refused to check again after she decided I was just an idiot.

Anyway, still on hold but what's with all the people on here saying people on IUP want special treatment? All we want to do is place an order for a phone. I don't care if I have to wait until November, just as long as I have a place in line, any line.

There should be a single set of phones, not one for pre-order, one for IUP and one for walk-ins. Anyone should be able to pre-order, ship to home if they're paying outright or ship to store if they're on IUP and deal with payments then.

All I want is to be able to line up, not to cut ahead.

Did you get your phone replaced at some point via AppleCare? I've seen other people on the forum have this issue if they did an AppleCare replacement.

 

[Darryl.Jenks]

Except for the batteries blowing up

A little slow on the uptake...

 

[Modernboy]

It doesn't

What doesn't?

 

[sweatshop]

September 2017 rolls around and we can't upgrade again without making a TRIPLE payment to catch up to the 12 months required

This is worse then getting the phone a little later then expected.

 

[576316]

Just got off the phone with Apple support UK. She said they don't have a department for IUP over the phone and said she didn't know where transfer my call to. She said the information they had on it was very limited because it was so new to them and that, as far as she knew, the IUP deal with totally between the customer and their local store which is why they don't have a phone support department for it. She eventually said the best she could do was pass me to the Store manager. He said they have no idea what stock they're gonna get and they don't even know what stock the reservations site says they will have. Basically UK customers trying to sign up for IUP totally lost out due to Apple's terrible ordering system and they won't help us get reservations that don't exists.

He said my best bet was checking the site from the 17th and confirmed that new inventory would appear at 6AM every morning. He also said I could order it online, have them return it and sell it back to me as IUP. I said that would take way, way longer and wasn't worth the risks he outlined with that method.

This looks like a US only thing they're dealing with, and only for people already enrolled. Which is stupid because those of us who knew we wanted the IUP had no chance of getting a phone.

How did Apple mess this up so royally? They may well be 'dealing' with this now but I don't think anyone in the UK will benefit.

 

[johnnyboy665]

Ii doesn't look like the UK Apple store is even going this far. I had a very similar experience in the UK and i just spoke to someone at Apple and they know nothing about this. I guess each time they tell us at an apple event that its the worlds best or worlds most popular smartphone that doesn't tell them to make more than a few for launch day. Would Steve Jobs be happy with this? Apple as a company doesn't feel like it used to be since Steve left us.

 

[malencar]

are you on hold waiting for someone in the iup program or on hold waiting for the main help number (who will then transfer you to the iup support staff)? if its the latter you can go to apples support page and schedule them to call you. I did it and was able to get in contact with someone 30 minutes later w/ no hold. The man who originally helped me stayed on the phone with me until someone from the iup dept connected. I found their customer support to be top notch! very professional.

The main number.
And I tried to find the option on the site to have them call me but couldn't find it.
Could you please tell me where you found it?

Thanks.

 

[EricNau]

Just tried giving Apple a call. The automated system said "due to expectedly high call volume, we are not able to handle your call at this time. Thank you for your interest. Goodbye."

Maybe in a few more days they'll have an email address that IUP customers can use. Then when that doesn't work...

 

[Kapazza]

The main number.
And I tried to find the option on the site to have them call me but couldn't find it.
Could you please tell me where you found it?

Thanks.

Call 1-800-MY-APPLE, when the automated voice asks you what you want, say "I want to upgrade my iPhone using the iPhone Upgrade Program". You'll get transferred to level 1, which won't know what you want off the bat. Carefully explain to them that you're already an iPhone Upgrade Program customer and want to upgrade your phone, but can't due to all of the stores in your vicinity not having stock. They should transfer you to the proper department.

I called Saturday evening and got through within 5 minutes of hold. Of course no one really knew about the program then so they answered right away. Expecting a call back today explaining how I'll be receiving my Black or Jet Black 7 Plus with either 128 or 256 GB.

 

[poppe]

I'm sure that was annoying, but do Upgrade members really feel entitled to first-dibs at the latest phones? Isn't it just another financing option, so should be first-come, first-served for all customers regardless of how they pay? It's not like Upgrade members are paying a premium, are they?

You are missing the point. I'm not asking for first dibs. I'm asking for the opportunity to wait for the next shipment or the next shipment after that. Why is it IF I was joining the iPhone Upgrade Program through apple I could get any phone I want and then just wait for the time to be shipped, BUT if I'm upgrading within the program, I'm strictly limited to only what is in stock at my store on Friday, September 16. I would have gladly signed up for a reservation a couple days later or weeks later to get the color I would like than be limited ONLY to that specif days stock OR have to wait to rereserve something starting September 17.

 

[malencar]

Call 1-800-MY-APPLE, when the automated voice asks you what you want, say "I want to upgrade my iPhone using the iPhone Upgrade Program". You'll get transferred to level 1, which won't know what you want off the bat. Carefully explain to them that you're already an iPhone Upgrade Program customer and want to upgrade your phone, but can't due to all of the stores in your vicinity not having stock.

That's exactly what I've been trying to do, but the hold to talk to that first person has been incredibly long and, twice now, after waiting I was transferred to a voice mailbox...

 

[Rblythe]

Called number and they were pretty useless, "are you on the webpage now I can show you how to use it." Yes Apple that's why I called because I could not figure out how to use the website.

"We had high demand for phones that's why some are sold out" Sure apple that's why it would let me order a new phone just not under IUP.

I just had the exact same experience, 1.5 hours on the phone for nothing.

 

[Evan_F]

Just got off the phone with them and after telling them my 2 options (color, carrier, capacity) they submit a request to the local Apple Store and they will have a response for you in 48 hours to see if it went through. It's nice of Apple to put their effort to help those out in the IUP.

 

[leesweet]

One other note about the IUP in case it's still not clear for some. There is one and only one reason that we all enrolled in the IUP: to UPGRADE each and every year. As has been stated in this and other threads, marketing materials (perhaps in the past) said, and Phil said, "be the first to upgrade...". There is no financial incentive, since there are other ways to finance the phone purchase, even from Apple.

This program was to lock people into purchasing a phone (from Apple), and being able to get another one the next year and only pay 12 payments, and 'get out of' the remaining 12 payments on the original loan. Anything that prevents that is not what was sold to us by Apple last year, and, from how Apple is reacting to the supply issue, they agree.

All these comments about 'whining' and 'priority' need to be looked at in the context of how the program was sold a year ago. I don't particular care if I get my replacement/upgraded phone on Day 1, but I better get it the first two or three weeks to not have to pay a 13th payment.

(Getting it in the mail and returning the old one that way would be great, also, once the kinks are worked out!)

 

[RustProof]

No one says we should get priority. But when I tried to preorder 5 seconds after the apple store app was up all phones were sold out and you couldn't make a reservation,while there was no issue to purchase a phone if you are not part of the Apple Upgrade program.

I'm not on the upgrade program, 4 seconds later all sold out for me to.

 

[leesweet]

Just got off the phone with them and after telling them my 2 options (color, carrier, capacity) they submit a request to the local Apple Store and they will have a response for you in 48 hours to see if it went through. It's nice of Apple to put their effort to help those out in the IUP.

Um, what 'request to the local store'? We can see the local store has nothing, is there some other pending stock 'in the pipeline' that the store will be looking at?

They took my two possible stores, also. If they are looking at what stock is additionally promised a store for the next weekend, perhaps, that's maybe a solution. But why don't they know what the upcoming stock is and they can send a reservation...

 

[DotCom2]

Well this certainly doesn't bode well for Apple and the AUP. I was going to go with it but reluctently changed my mind to the Next Program. Glad I did now.

 

[nwlondonlad]

Just got off the phone with Apple support UK. She said they don't have a department for IUP over the phone and said she didn't know where transfer my call to. She said the information they had on it was very limited because it was so new to them and that, as far as she knew, the IUP deal with totally between the customer and their local store which is why they don't have a phone support department for it. She eventually said the best she could do was pass me to the Store manager. He said they have no idea what stock they're gonna get and they don't even know what stock the reservations site says they will have. Basically UK customers trying to sign up for IUP totally lost out due to Apple's terrible ordering system and they won't help us get reservations that don't exists.

He said my best bet was checking the site from the 17th and confirmed that new inventory would appear at 6AM every morning. He also said I could order it online, have them return it and sell it back to me as IUP. I said that would take way, way longer and wasn't worth the risks he outlined with that method.

This looks like a US only thing they're dealing with, and only for people already enrolled. Which is stupid because those of us who knew we wanted the IUP had no chance of getting a phone.

How did Apple mess this up so royally? They may well be 'dealing' with this now but I don't think anyone in the UK will benefit.

Yeah same here, called the Uk store yesterday and today. They are clueless and like you said they have no IUP team and all calls get transferred to Apple online sales. Told me to keep an eye on the website for any new updates.

On both occasions nobody offered to take my details or ask what model i was looking to get lol.

There just seems to be too many discrepancies between the Uk and US IUP plans

UK IUP Plan =
To enter the IUP you have to reserve online and take paperwork into store to perform credit check
Upfront payment of £45 (every year if you choose to upgrade)
Payment spread over 20 monthly payments (You pay more if you choose to upgrade after 11 months)

US Plan =
Enter the IUP can be done online with the phone dispatched to you
NO upfront cost
payment is spread over a 24 month period (so you pay less then someone in the UK if you choose to upgrade after 12 months)

Might stick to buying outright

 

[akadafni]

After a 35 minute hold I got someone who told me she would transfer me to the IUP department... only to have the call disconnected. Now I'm on my second long hold, this time it's been 40 minutes already.

Remember when Apple's customer support was as great as their products?

Talk about not being able to scale appropriately...

Remember when Apple customers were reasonable, had common sense, and were smart? Lol