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Apple messed with me but good

OP, I've been in similar situations before when you get promises for callbacks/e-mails and then nothing. It's VERY frustrating, so you have my sympathies!

My worst experience was with T-Mobile many years ago, almost left because of it. But, I'm happy to say that they've really turned things around the last couple years and now I've been getting consistently good service from them whenever I call.

In any case, good luck getting this resolved...
 
mcdj said:
This all goes along with my theory that Apple fulfills orders that are in high order concentration areas first and glitches out the rest.

I’m in NYC. They are likely shipping tens of thousands of phones here for 11/3. My order went through fine.

It’s far cheaper for them to send 100,000 phones here than it is to send 5,000 phones to Anchorage, 5,000 to Juno, etc.

So if you’re in a low order density area, they glitch out your order and put you in the 5-6 week window, when they can gang your orders together with the other rural areas and second wave latecomers. They save a ton on shipping while still securing your order.
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I think there's something to this. I saw way too many posts about T-Mobile phones being sold out of nov3 delivery at :03 or :05 after. I checked at :11 after and all T-Mobile variants showed nov3 delivery for me.
 
All of the people saying Anchorage is on the way... the phone still goes to Louisville when shipped on UPS, and then goes backwards for some people. It's just how it works and how logistics in general work.
 
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Update: No update. Despite assurances that my issue had been escalated and a manager would contact me, no one did.
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DreamPod said:
Maybe you just weren’t clear about what happened, but it sounds to me like the order was never actually completed.

“I checked on the status and it said I could take delivery on 11/3 at either my local Apple store or have it shipped to my house. Wait for an email, it said. I went to bed.”

In the order process, you make that choice while making the order, not afterwards; you make it before entering in your payment data. It wouldn’t know whether there were any available at your local store otherwise.
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The choice was to have it delivered to my home address or have it shipped to the Apple store. I would have selected one had my reservation been process and it turned to an actual order but it never did. The time stamp on my reservation is 11:11 ADT which is 12:11 PDT.
 
mcdj said:
Dude Anchorage has a population of 300,000. Brooklyn alone is 2.5 million people. I’m telling you, Apple is gonna wait to ship the iPhone to Alaska until there are enough orders to get a decent bulk shipping rate from UPS, or are shipping via slower method to save money.

Oh and bothering Tim Cook about this is like calling Trump about a leaky faucet in your bathroom.
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It doesn’t work like that, at all.
 
Update: My original reservation from Thursday night/Friday morning is now showing live again. "When we're able to reach the carrier systems, we will email you at ... "

That seems encouraging. I'm going to give it a few hours and see what happens.
 
FarNorth said:
Update: My original reservation from Thursday night/Friday morning is now showing live again. "When we're able to reach the carrier systems, we will email you at ... "

That seems encouraging. I'm going to give it a few hours and see what happens.
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My 11:11 Alaska time reservation is still showing live but no email has showed up. I talked to a CSR a few hours ago who said he can see my reservation and that it will turn into an order. He told me a senior manager was going to call me ... but that has not happened yet.
[doublepost=1509408863][/doublepost]More: Someone tried to call my office about 3 hours ago, no one was there when an employee answered. I called back to Apple CS. 'Looks like someone did try to call you back. I'll give you her number and then transfer you to her line.' I got a male voice on VM so I left a message. Reservation is still live but no email yet.
 
You call and don't get off the damn phone until they promise to call you back in 15-20 and then you CALL BACK AT 30 minutes, you DON'T WAIT HOURS. After 2 or 3 times of doing that someone will call you. Email Tim Cook's email address. Post it to all Twitter and Facebook pages that may be relevant. Make a complaint to the BBB, file a grievance with your CC company, go to the local Apple Store manager with your printed out screen shot and give them your sob story and make them give you a guaranteed reservation.

Just keep doing all this stuff and eventually someone will deal with you. At the very least, if you calmly make yourself a slight nuisance to the local Apple Store manager you can get them to help you get a launch X. How do I know this? Because a friend of mine is a really good looking guy who used to lineup at the NYC Apple store until two launches ago they used him for pictures on the Apple Website. Now they call him in advance to make sure he will be there and make sure he will have a phone at launch day because they have some put aside.

Get creative!
 
We'll see what happens .... my original reservation still shows live this morning. My Dec 11-18 delivery date of the second phone has not changed.
 
Send an email to Tim. Put in a full timeline etc and screenshots. Someone should contact you back after doing that.
 
FarNorth said:
My 11:11 Alaska time reservation is still showing live but no email has showed up. I talked to a CSR a few hours ago who said he can see my reservation and that it will turn into an order. He told me a senior manager was going to call me ... but that has not happened yet.
[doublepost=1509408863][/doublepost]More: Someone tried to call my office about 3 hours ago, no one was there when an employee answered. I called back to Apple CS. 'Looks like someone did try to call you back. I'll give you her number and then transfer you to her line.' I got a male voice on VM so I left a message. Reservation is still live but no email yet.
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On hold with Apple right now. They tried to call me yesterday but had transposed two digits and called the wrong number. My number is XXX-XXX-7022 and they called XXX-XXX-0722. Don't you think Apple could find my number since it has been on my account with them FOR 10 YEARS???

Got transferred to a senior CSR. He started talking to me about my order and then hung up on me.
[doublepost=1509479701][/doublepost]Back on hold. CS says senior guy may not have hung up, says the phone system crashed, off for 10 mins.
 
Apple CS promised to have someone senior call me back. That was 2 hours ago, no call. I emailed Tim Cook. No answer.
 
FarNorth said:
Apple CS promised to have someone senior call me back. That was 2 hours ago, no call. I emailed Tim Cook. No answer.
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On October 27th I was told my only option to speak with a supervisor was to get a call back, I still have never heard from anyone. I have followed up each day. just wasting my time. Honestly, if a supervisor called me back, they have next to zero authority to fix my preorder cancellation anyway.

I too emailed Tim cook but never expected anything to come of it and I really think my issue was unique enough that I deserved someone from Apple to make it right.

The excitement has been sucked right out of me, I still would like a phone but it will never be exciting like it should have.
 
Earlier in the day, a staff level CS told me a main server system had gone down during pre-orders and was not up yet. Calls and problems started piling up on Saturday and have not stopped and the CS level folks have not been given any directions on what to do. "I hate talking to people like you and not being able to solve their problems. We don't have any tools, any directions." I told him that after numerous calls and promises, not one Apple employee of any level had followed up with a call or an email. The number I was given yesterday? Extension no longer valid.

This evening, I had a call from a senior CS manager as I was heading home. He emailed my his contact info and asked that I send him all the backup that I had once I got out of my car. He was honest and told me that there had been a lot of issues and structural problems. He made no promises but for the first time in 5 days, I have some hope that there may be some resolution in the works.

It's just a phone. I can live without it. I have a 7 and a 6 that work just fine, I could go get an 8 tomorrow if I wanted. I just hate being treated like I don't matter. Suck it up and take it.

We'll see what happens.
 
FarNorth said:
I've done that and 3 times been told that someone would contact me and nothing happened.
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I was told they are working through the messages. Of course, I was told that by everyone I talked to and there was a bunch of them.
 
Well, maybe progress. My second order, which was confirmed, has been cancelled. That order showing a firm order number and a delivery date of Dec 11-18 no longer shows. My mythical reservation with what should be 11/3 delivery is still live. I'm going to give it a few hours and see what happens but it is pretty clear I'll be getting a phone earlier than 12/11. The CS knows I live in Alaska, maybe he is waiting for a little later in the morning to call me since he knows the time change and does not want to wake me up. It is 7:45 in the morning right now.
 
Or not. Apple senior CS called me on my office phone 2 hours ago. I told him my second order had been cancelled, 1st order reservation was still showing as valid but no confirmation email had come through. 'Well, maybe that's a good sign. I can still see your second order in my system, maybe someone is changing the ship date. I can't guarantee when something will happen. Maybe tomorrow or the next day ...'

So let me sum up where I am: I placed an order at 12:11 am Pacific on 10/27. I got a reservation but it never turned into an order and still hasn't. Then, out of desperation, I placed another order at 11:15 pm on 10/27 and that order was confirmed for Dec 11-18 delivery but now that order has been cancelled.

What in the Wide World of Sports is going on here?
 
FarNorth said:
Let me think for a second what is in my account. I have a small business and also repurpose some old phones for a non-profit I help. I have:

2 iPhone 5, at non-profit
1 iPhone 5S, friend's 12 year old daughter.
iPhone 6, at non-profit
iPhone 6S, at non-profit
2 Phone 6, employees
iPhone 6S, employee
iPhone 6, my backup (on GCI)
iPhone 7, my primary
iPhone 8, employee
3 iPad Airs, employees
1 9.7 iPad Pro,employee
1 12 iPad Pro, mine

That's 10 phones and 5 iPads on my account. Also have a Netgear hotspot on AT&T
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You've got me beat, I only have 13 lines for 7 iPhones, 7 iPads, 1 LTE watch, and 7 Macs. And this is just for my immediate family, my mother-in-law and brother.
 
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