Apple Contacting Some Early Apple Watch Customers: 'We're Working on Your Order'

[mikezmac]

For all of you saying it was not a botched launch, it was.

They knew that on the supply end, several Apple Watch components are in limited supply, including the Taptic Engine and LG display.

That's what has forced Apple to delay most of the products until June, with some already pushed back until July due to super-high demand.

Knowing this they still went ahead with the launch and added a last minute delay announcement. This was a political move and a very shifty one.

A responsible company would have made a formal announcement earlier on setting the expectations.

This was an internal decision that we now regret.

 

[felixjm87]

I got the email last night. I almost fell out of my bed because I thought it was the shipping notification. Just like everyone else, I would like to receive my Watch on launch day but I understand that there is a 2 week shipping window. That being said, it's really frustrating that people are set to receive the same model and band that I ordered before me, when their original shipping date was June. I ordered my Watch as soon as the store opened on my iPhone. It just make sense to me to process and ship orders in order of when they were received. I'm an Apple Fan and have been for a very long time but I think they have completely dropped the ball on this launch.

 

[Jandmtv]

Botched launch doesn't even begin to describe it.

Ordered at 12:01 (doesn't get more front of line than that)
42 SS BSB. Still processing and got the EOD last night.

Yet people with much later order times and shipping dates are being moved in the front of the line?

 

[phigment]

Behold.... Actual figures!!!!

https://docs.google.com/spreadsheets/d/teX78N5Hs3Sj4xrqk11mE7Q/htmlview?pli=1

 

[wbasham]

Wow

Behold.... Actual figures!!!!

https://docs.google.com/spreadsheets/d/teX78N5Hs3Sj4xrqk11mE7Q/htmlview?pli=1

Guess I ordered the wrong watch.

 

[phigment]

Guess I ordered the wrong watch.

And that's why some people are upset. I could care less the color band I got. If the apple store just gave me the option or accurate information to place my order, I could have used that information to ensure earlier delivery.

They botched that particular logistical situation in my opinion.
And the email of death was just stupidity.

Successful launch overall in the eyes of apple and investors, just not certain customers.

 

[BearsFan34]

Completely off topic but I've never seen anyone refer to their wife as "bride" before It's kinda regal and creepy at the same time....!

LOL. I don't like constantly saying "wife" over and over.

In the end I'm still taking the day off tomorrow to wait for her watch to arrive. Will try to finagle another half-day off or something if (when?) decides to dispatch mine.

 

[HenryDJP]

People spent a lot of money on this product.

Most people here got the sport watch that cost $350. I wouldn't call that a lot of money. Anyway it's more of a novelty for most. It's not something people can't get along without. They certainly haven't had one all this time and they still currently don't have one.

The fact that Apple is the richest company in the world doesn't help.

They are not the "richest" company. They are the most valuable company. Don't confuse the two.

It's the frustration that comes from purchasing something from a company that should have their **** together.

They sold over a million watches the first day. It's been over 10 days since the launch. Can you imagine how many they've sold now? No company is perfect for sure but too many people here act like Apple is not made up of human beings, but rather mechanical and mistake-proof robots. Money doesn't make humans perfect.

 

[wbasham]

Expectations

And that's why some people are upset. I could care less the color band I got. If the apple store just gave me the option or accurate information to place my order, I could have used that information to ensure earlier delivery.

They botched that particular logistical situation in my opinion.
And the email of death was just stupidity.

Successful launch overall in the eyes of apple and investors, just not certain customers.

Customer service is built upon setting and meeting expectations. By deviating from their standard launch process with little communication to a customer base expecting to have the product in hand on "Launch Day" Apple has confused customers. Unfortunately this small subset of upset customers will not impact stock price and and therefore has no impact on Apple's decision making process. This is the new Apple moving forward.

 

[srazz]

So if you all are that upset why don't you just cancel your orders. That'll send a message to .

 

[dxfactor98]

They sold over a million watches the first day. It's been over 10 days since the launch. Can you imagine how many they've sold now? No company is perfect for sure but too many people here act like Apple is not made up of human beings, but rather mechanical and mistake-proof robots. Money doesn't make humans perfect.

Here's my problem with that: After the event, they asked us to go in and save our "favorite Apple Watch" on the Apple Store. This gave them a full month ahead of pre-orders to determine customer interest in the various models. Based off polling, it looked like the Space Grey with the Black Sport Band was overwhelmingly the favorite. One poll I saw had 42% of respondents saying they'd order that one.

With a month's lead time, how do you screw that up? Why even list 4/24 as a plausible delivery date if it wasn't realistic. My frustration is the fact that I ordered at 3:02a EST and there are people who ordered after me who will get theirs first.

The only way to send a message to Apple that it's unacceptable is to cancel your order. I will be canceling mine this evening if I don't have tracking info. I understand it is insignificant in the grand scheme of things, but still...

 

[TheAppleFairy]

The only way to send a message to Apple that it's unacceptable is to cancel your order. I will be canceling mine this evening if I don't have tracking info. I understand it is insignificant in the grand scheme of things, but still...

Hopefully enough people with the 42mm Space Gray with black band do this to bump me up. Don't wait too long to cancel please.

 

[designaholic]

Nice one. Clearly they are being distributed within the UK not direct from China.

My 42 SG BSB order still states 'Preparing for Dispatch'. Hopefully it will arrive next week.

Just got a shipping notice, UPS delivery tomorrow. Chill out people, clearly they are working through the orders

 

[HenryDJP]

Here's my problem with that: After the event, they asked us to go in and save our "favorite Apple Watch" on the Apple Store. This gave them a full month ahead of pre-orders to determine customer interest in the various models. Based off polling, it looked like the Space Grey with the Black Sport Band was overwhelmingly the favorite. One poll I saw had 42% of respondents saying they'd order that one.

With a month's lead time, how do you screw that up? Why even list 4/24 as a plausible delivery date if it wasn't realistic. My frustration is the fact that I ordered at 3:02a EST and there are people who ordered after me who will get theirs first.

The only way to send a message to Apple that it's unacceptable is to cancel your order. I will be canceling mine this evening if I don't have tracking info. I understand it is insignificant in the grand scheme of things, but still...

What poll are you referring to? Was this on Apple's website? Cause if it's a standard internet poll then that doesn't mean anything. Anyone voting on an open poll that Apple isn't monitoring are most likely just Apple enthusiasts. The general public doesn't vote on polls, so unless this was an Apple posted poll I don't think it holds much significance.

You can go ahead and cancel your order if you don't get your tracking info tonight but you're not helping yourself. They stated it would ship between April 24th to the first week of May. Your delivery and tracking could've been set to for the following day after you cancelled.

Calm down and don't allow anger to cloud your judgement. After all this is nothing more than a novelty. If you didn't truly want it you wouldn't have ordered it. So just be patient. Two weeks from now you'll have what you wanted.

 

[BearsFan34]

So if you all are that upset why don't you just cancel your orders. That'll send a message to .

Not *all* of us are upset. My life will go on with my spouse getting her watch before I receive mine. I'm pretty excited for her.

If anything I'm just disappointed--not necessarily in -- that the dates didn't work out as I'd hoped they would. Having to take another day or ½ day off of work isn't something I'd planned on…and now I'm just scratching my head seeing others who've ordered the same exact model as me, who ordered later than me, receiving theirs tomorrow (Friday) while I'll likely be waiting til next week…and will have to petition my bosses for another day off.

This isn't--in my mind, anyway--a "Whhaaaaaaa, [someone else] is getting theirs before *ME* even though I ordered FIRST!" It's just odd how is doing things…but it's a fun item I'd saved money for & it'll arrive eventually. I'll be ok.

That's all. I see some folks are pissed--but that's not me.

 

[slesherinyork]

Agreed...

What's really funny is I didn't want the black sport band to begin with, but the blue one wasn't offered for the 42mm SS. I find it ridiculous that we weren't even offered the opportunity to switch to whatever was available (white?) so we could have the 24th arrival date.

Agreed...

Wanted the SS42 with leather loop but noticed it had a later shipping window at x:01 so ordered the one with the BSB and order confirmed at x:03. Then ordered a 38 Sport with WSB for wife who wants one but is not a die-hard fan like me and her's delivers tomorrow from Harrisburg. At least she is willing to wait to open hers when mine arrives.

 

[wbasham]

The real issue

Just got a shipping notice, UPS delivery tomorrow. Chill out people, clearly they are working through the orders

Congrats, exciting to hear they are working hard to get them all out.

My personal frustration is not that I may or may not get the watch on Friday. It is centered around the lack of communication and deviation from a process I have been participating in for years with iPhone launches. While I understand this is a new category for Apple I was disappointed with the lack of concrete information being distributed, too many question marks for my liking.

An example of good communication from a huge company;

I recently purchased a pair of shoes through the NikeID program. When I placed the order there was an 8 week delivery timeline because they are custom made. When the order was confirmed I was given an estimated delivery date, not a potential window of delivery dates. This morning, right after my "We're working on your order" email from Apple, Nike emailed me to tell me my shoes were complete and would be delivered 10 days before my expected delivery date. Clear communication, setting clear expectations then exceeding those expectations. Nike has got a great process.

 

[BearsFan34]

Congrats, exciting to hear they are working hard to get them all out.

My personal frustration is not that I may or may not get the watch on Friday. It is centered around the lack of communication and deviation from a process I have been participating in for years with iPhone launches. While I understand this is a new category for Apple I was disappointed with the lack of concrete information being distributed, too many question marks for my liking.

An example of good communication from a huge company;

I recently purchased a pair of shoes through the NikeID program. When I placed the order there was an 8 week delivery timeline because they are custom made. When the order was confirmed I was given an estimated delivery date, not a potential window of delivery dates. This morning, right after my "We're working on your order" email from Apple, Nike emailed me to tell me my shoes were complete and would be delivered 10 days before my expected delivery date. Clear communication, setting clear expectations then exceeding those expectations. Nike has got a great process.

YES--million times yes. It's the communication--or in this case, lack of communication--that's missing here.

I've had every iPhone (except for the 4S, 5S) and without fail has been stellar at letting me know exact--if not precise--dates for deliveries. Same with the iPads I've ordered…communication has been exemplary.

Not the case here. I wish it'd been better.

 

[BlueMoon63]

People are pissed because Apple stated preorder April 10 with launch date of April 24. Some of us had to stay up till 3am to order within minutes of launch hoping that's a guaranteed April 24th launch date watch. Instead after ordering we get the April 24 to may 8 ship date.

I bet everyone's been thinking "naw no way it won't arrive on the 24th, the date range is worst case scenario".

Well worst case scenario just happened for a lot of people. So I'm not going to challenge that and definitely understand why they're upset. These are the people that would have definitely lined up for hours, but now not gonna happen. And definitely no weekend of playing with a new device.

I got the note, disappointed but happy they at least acknowledged my order exists! I got 42mm sport space grey. Seems to be a pattern here.

I still agree with everyone that this sux, but this is the first gen release. Knowing how much it sold, there would have been people all over the world waiting in line and getting sent home with no watch. I would blame Apple more if this was the second or third gen. Look at the delays on the iPhone 6+. They didn't have enough. Even people waiting were turned away. Stores didn't have the 6+ for a month or more and some only had one or two.

If you get up at zero hour you would assume you would get one, but it is obvious Apple had no idea about th demand. Analysts thought 1mm and it is now estimated at 3mm. It doesn't seem fair and I would be mad if I was up, but I would also understand that this was a first gen launch with advance warning that supplies were limited.

I do think Apple should give each person something extra especially if they ordered in the first hour. Maybe a $50 gift card?

It's not fair but we can't say this is in any way worse then the 1st gen iPhone launch because demand was 10:1 for the watch versus the iPhone 1st generation.

 

[BlueMoon63]

Congrats, exciting to hear they are working hard to get them all out.

My personal frustration is not that I may or may not get the watch on Friday. It is centered around the lack of communication and deviation from a process I have been participating in for years with iPhone launches. While I understand this is a new category for Apple I was disappointed with the lack of concrete information being distributed, too many question marks for my liking.

An example of good communication from a huge company;

I recently purchased a pair of shoes through the NikeID program. When I placed the order there was an 8 week delivery timeline because they are custom made. When the order was confirmed I was given an estimated delivery date, not a potential window of delivery dates. This morning, right after my "We're working on your order" email from Apple, Nike emailed me to tell me my shoes were complete and would be delivered 10 days before my expected delivery date. Clear communication, setting clear expectations then exceeding those expectations. Nike has got a great process.

I'm still in agreement with everyone but it is hard to compare a product her has been going on for years like the NikeID. Do you know if they were this good when they first introduced the NikeID program because I do. It was really slow and super long delays with no information. Good companies learn from their mistakes.

Definitely not arguing with you and this is a great example of how Apple should have handled it. I think we could sense something was going on with th warnings of limited supply and issues with the screens and dropping the in store pickup. The immediately gave everyone a warning of delivery dates that have so far not been missed from th very first email.

Please know I totally agree and would be super p1ssed if I was up but I wouldn't be blasting hate without backing it up. Back it up by canceling your order. And they isn't directed at anyone.

 

[icedlatte]

Not sure if anyone's tried Apple Chat, but it doesn't pass the Turing test

 

[designaholic]

Congrats, exciting to hear they are working hard to get them all out.

My personal frustration is not that I may or may not get the watch on Friday. It is centered around the lack of communication and deviation from a process I have been participating in for years with iPhone launches. While I understand this is a new category for Apple I was disappointed with the lack of concrete information being distributed, too many question marks for my liking.

An example of good communication from a huge company;

I recently purchased a pair of shoes through the NikeID program. When I placed the order there was an 8 week delivery timeline because they are custom made. When the order was confirmed I was given an estimated delivery date, not a potential window of delivery dates. This morning, right after my "We're working on your order" email from Apple, Nike emailed me to tell me my shoes were complete and would be delivered 10 days before my expected delivery date. Clear communication, setting clear expectations then exceeding those expectations. Nike has got a great process.

Fair enough, but I'll just say – this is the third item I've ordered directly from Apple this year; iPhone 6, iMac 5k, Apple Watch. The process for the Watch was identical to the other items, order, wait a bit, processing, shipped. The comms also identical, a confirmation email, then a shipping email.

At least they sent that intermediary email out, that is good communication, although saying that – I didn't get one myself. People would complain if they hadn't have done that.

The comparison with your Nike order is a little off the mark mate, sure they sell tons of shoes, but they are not dealing with millions of orders in such a short space of time. That was a long-burn custom order, of which there are less than a brand new, and massive, tech product launch.

Apple's logistics are pretty good if you ask me.

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I do think Apple should give each person something extra especially if they ordered in the first hour. Maybe a $50 gift card?

Come on, that's absurd!

It's not fair but we can't say this is in any way worse then the 1st gen iPhone launch because demand was 10:1 for the watch versus the iPhone 1st generation.

Agreed, the demand then was insane. One of the few times I actually queued early in the morning to grab an Apple product.

 

[kycophpd]

My first order (3:01 eastern) for a 42mm SS CB shipped from PA last night.

My second order at 3:10 however triggered the "it's coming between 4/24 and 5/8" email referencing that specific order, making me doubt it'll arrive on Friday or even next week. Only that specific order got the email - the first one that shipped did not.

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The watches go through Apple distribution centers first. They are not shipping directly to customers from China. My watch shipped from Apple in PA.

After coming thru Louisville on a pallet. They then go to Apple distribution centers, then when you check your tracking later about 80% will see that if they receive theirs UPS, it will go thru the Louisville hub tonight.

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I live in Louisville and I got one of those emails... My order is still in processing and I ordered at 3:03 am on the 10th if you are getting a 42mm SS BSB I would not expect but I wish you luck.

I live her too, card was authorized, UPS label was created on 4/21 showing it was "created 4/23" with next day delivery. However I have not received the email everyone else has about 'working on your order' but also does not show shipped yet.

 

[BroTim52]

STILL WAITING!!! STILL PROCESSING!!! I wish something would change!!!

 

[ipon70]

If you really want a kick in the teeth.
I ordered mine at 12:04 42MM stainless with classic buckle. My buddy forgot to order and got up about 5am and ordered his. He ordered the exact same watch I did, his is in the ready to ship state, even though it says May for delivery, and mine isn't. I got the email last night also, and he didn't.
So I don't know what is going on, but I feel they have REALLY dropped the ball on this one. All sorts of people all over TV have them, celebrities have them. And yet I sit and wait because I pre-ordered like they told me to.