Apple screwed me: The outcome

[DaveOP]

I've been self-employed for almost 40 years. I used ot chew my employees out when I'd hear, 'Sorry but we're really busy...' My response: 'We're supposed to be busy and we're supposed to be prepared for it.' When something went wrong, I made it right. Even today, I carry my phone in my pocket and take care of customer issues at night, on the weekends, whenever something goes wrong. I never say, 'I'm sorry but it was Christmas and we didn't get to it. Take what we give you.' That's not good enough.

It kind of seems you (unknowingly) screwed yourself by placing a second order. My brother got the "your phone is reserved, but we cant complete it right now" message when I ordered his, but patience paid off and it's arriving in a week.

 

[FarNorth]

My order was screwed up too. Originally I was set for next week. But there was an issue and I needed to "get out of line and go to the back".

I had no issues. My AT&T account is clean, just put an 8 on it 6 weeks ago. My original reservation is still up and valid, was never processed by Apple.

 

[dk001]

Bahahahha. You're kidding right? Amazon does a terrible job with preordered products, ask anyone looking for an 8700k a month or so ago.

They couldn't do any worse. Likely could do better.
I mean really, Apple still can't get it right? After all these years?
That is sad, don't care, or deliberate. Pick one.

 

[FarNorth]

It kind of seems you (unknowingly) screwed yourself by placing a second order. My brother got the "your phone is reserved, but we cant complete it right now" message when I ordered his, but patience paid off and it's arriving in a week.

Easy answer but wrong. My reservation disappeared. That's when I placed the second order. Then the first reservation reappeared and is still up. The second order vanished for a while, now it has been changed to Nov 29 delivery.

 

[Knowlege Bomb]

I've been self-employed for almost 40 years. I used ot chew my employees out when I'd hear, 'Sorry but we're really busy...' My response: 'We're supposed to be busy and we're supposed to be prepared for it.' When something went wrong, I made it right. Even today, I carry my phone in my pocket and take care of customer issues at night, on the weekends, whenever something goes wrong. I never say, 'I'm sorry but it was Christmas and we didn't get to it. Take what we give you.' That's not good enough.

The difference here is you're talking about people while I'm talking about technology. I'm not saying Apple shouldn't make it right after the error is detected, but getting upset and writing Apple off completely because something went wrong with the preorder is a bit extreme.

 

[FarNorth]

Good for you for not forgetting about this. Let it fester and consume you. Reach far and wide and disrupt all future Apple business that you can--stick it to em buddy!

But let me see if I have this straight? You had an early reservation that for whatever reason didn't "take". You placed a follow on order that resulted in an expected Mid-December delivery. You eventually got an anticipated delivery moved up by at 2 weeks.

And you're angry?

Yes. What happened to the order that went through at 11:11 pm Alaska time on 10/26?

 

[DaveOP]

Easy answer but wrong. My reservation disappeared. That's when I placed the second order. Then the first reservation reappeared and is still up. The second order vanished for a while, now it has been changed to Nov 29 delivery.

Disappeared as far as you could tell, but clearly still existed somewhere. It's unfortunate it turned out this way, but I bet you can get one way before December if you try and check reservations each day online.

 

[FarNorth]

What do you mean by "reservation came through at 12:11" and "reservation never turned into an order"? These two statements don't make sense.

That's exactly what happened to me and thousands of others. How many? We may never know. I got a response from the Apple Store that 'we are holding a phone for you' and that I would need to respond to an email once Apple had contacted the carriers, in my case AT&T. That email never came and then the reservation vanished, only to reappear a couple of days later. No email ever came.
[doublepost=1509656491][/doublepost]

Disappeared as far as you could tell, but clearly still existed somewhere.

Not as far as I can tell. I talked to Apple multiple times, no one could find the reservation and then, as if by magic, it reappeared on Monday. It's still up and valid, Apple is still trying to contact the carrier or so it says. In the meantime, the second order got moved up a few weeks.

 

[DaveOP]

That's exactly what happened to me and thousands of others. How many? We may never know. I got a response from the Apple Store that 'we are holding a phone for you' and that I would need to respond to an email once Apple had contacted the carriers, in my case AT&T. That email never came and then the reservation vanished, only to reappear a couple of days later. No email ever came.

So after you got that message, you placed a second order? This is where you messed it up. We got that message with one of our orders, were patient, and are getting a phone at the initial timeframe quoted. We got the email more than 24 hours later, but the process worked as Apple promised.

 

[Bane-Thunder]

Well if you do decide to go to Android, Apple and the rest of us will continue on just fine.

Damnnnnnnn sonnnnn got emmmmm

 

[FarNorth]

The difference here is you're talking about people while I'm talking about technology. I'm not saying Apple shouldn't make it right after the error is detected, but getting upset and writing Apple off completely because something went wrong with the preorder is a bit extreme.

Why? How do you punish bad behavior? "I'll have another, Sir!"

 

[ukms]

65.

Well if you are 65 you need to grow up a little and realise in life that **** happens and you can’t always have what you want when you want it like a petulant child.

Millions have ordered and some will go wrong that’s life get over it and get a grip.

 

[irobots]

So long story short, how did Apple “screw” you?

 

[FarNorth]

Well if you are 65 you need to grow up a little and realise in life that **** happens and you can’t always have what you want when you want it like a petulant child.

Millions have ordered and some will go wrong that’s life get over it and get a grip.

How old are you?
[doublepost=1509657121][/doublepost]

So long story short, how did Apple “screw” you?

Apple lost my order and didn't make it right.

 

[Knowlege Bomb]

Why? How do you punish bad behavior? "I'll have another, Sir!"

Well personally I don't immediately "punish". I attempt to deal with it like an adult.

When I went to buy my iPhone 8 I ended up waiting in the store for an hour and 20 minutes after my spot in the queue was passed over. After waiting all that time I was told they didn't have the storage configuration I had intended on buying. I gave the Apple Watch back, put my AirPods back on the shelf and left. Was I upset? Hell yeah. Did I come into MacRumors and rant about how horrible Apple is and vow to drop them in favor of Android? Nah.

What I did do was go to my local Verizon store and buy the phone I had been looking for before going home and writing a polite letter to Apple with a detailed explanation of what happened and why I was upset. I also went back to the Apple store the following day to pick up my AirPods and new watch. When I went to Apple that weekend (three days later) because the heart rate sensor wasn't working and to return my AirPods, the manager approached me and asked me if I had time to discuss my experience earlier in the week. I obliged and as a thank you for my time and an apology for the "rotten experience" he offered me a complimentary watch band.

In any case, it sucks that the preorder didn't go your way and I want to reiterate that I'm not judging you for being upset. tcook@apple.com can be an excellent resource and although I'm sure it's not him that actually reads the emails, it proved to be a means of getting my concerns across in an effective way that produced results.

 

[FarNorth]

Still showing right now:

We are holding your reservation.

Your reservation number is XXXXXXXX
When we’re able to reach the carrier systems we will email you at XXXXXXXX.
The email will include instructions to complete your order as well as the return link.
You will have 24 hours from the time the email is sent to return to the Apple Online store to proceed with your order. If you do not complete your purchase within 24 hours, your reservation will be canceled.
You may check the status of your reservation at anytime by returning to this page.

Apple
[doublepost=1509657306][/doublepost]

Well personally I don't immediately "punish". I attempt to deal with it like an adult.

When I went to buy my iPhone 8 I ended up waiting in the store for an hour and 20 minutes after my spot in the queue was passed over. After waiting all that time I was told they didn't have the storage configuration I had intended on buying. I gave the Apple Watch back, put my AirPods back on the shelf and left. Was I upset? Hell yeah. Did I come into MacRumors and rant about how horrible Apple is and vow to drop them in favor of Android? Nah.

What I did do was go to my local Verizon store and buy the phone I had been looking for before going home and writing a polite letter to Apple with a detailed explanation of what happened and why I was upset. I also went back to the Apple store the following day to pick up my AirPods and new watch. When I went to Apple that weekend (three days later) because the heart rate sensor wasn't working and to return my AirPods, the manager approached me and asked me if I had time to discuss my experience earlier in the week. I obliged and as a thank you for my time and an apology for the "rotten experience" he offered me a complimentary watch band.

In any case, it sucks that the preorder didn't go your way and I want to reiterate that I'm not judging you for being upset. tcook@apple.com can be an excellent resource and although I'm sure it's not him that actually reads the emails, it proved to be a means of getting my concerns across in an effective way that produced results.

I sent an email to Tim Cook yesterday. No response.

 

[Hankster]

What do you mean by "reservation came through at 12:11" and "reservation never turned into an order"? These two statements don't make sense.

Yup. It's reserved until you have an email confirmation with the order number.

 

[Donoban]

Why? How do you punish bad behavior? "I'll have another, Sir!"

I think he is msking a general comment about life in general.

You can go through life in 2 ways.

1 - complain when things don’t go the way you want them to. Eg, during a presentation at work the bulb in the projector blows and you lose your **** at the persons who’s job it is to action the end of bulb life warning message.

2 - accept the world as it is. Eg, the bulb blows during your presentation. You accept it, and continue to deliver your presentation without missing a beat.

One world view will take you further in life.

Feel free to ignore what I’ve typed. Just an opinion.

 

[Packers1958]

Well if you do decide to go to Android, Apple and the rest of us will continue on just fine.

Best post of the year.

 

[Knowlege Bomb]

I sent an email to Tim Cook yesterday. No response.

How was it worded? Were you angry and demanding or factual? If it was the former, I wouldn't expect to hear anything. If it's the latter, give it a few days. My email was sent on a Tuesday and it was Saturday when I was approached in the store.

 

[Hankster]

Still showing right now:

We are holding your reservation.

Your reservation number is XXXXXXXX
When we’re able to reach the carrier systems we will email you at XXXXXXXX.
The email will include instructions to complete your order as well as the return link.
You will have 24 hours from the time the email is sent to return to the Apple Online store to proceed with your order. If you do not complete your purchase within 24 hours, your reservation will be canceled.
You may check the status of your reservation at anytime by returning to this page.

Apple
[doublepost=1509657306][/doublepost]

I sent an email to Tim Cook yesterday. No response.

The email above states there is something wrong with your carrier. "You will have 24 hours from the time the email is sent to return to the Apple Online store to proceed with your order". This is the line you need to read and understand. You don't have an order with Apple yet. I suggest you call into your carrier and make sure your account is in order.

Good luck getting a response back from Tim Cook, the CEO of a multi-billion dollar company. I hope you were at least courteous in the email.

 

[Packers1958]

I've been self-employed for almost 40 years. I used ot chew my employees out when I'd hear, 'Sorry but we're really busy...' My response: 'We're supposed to be busy and we're supposed to be prepared for it.' When something went wrong, I made it right. Even today, I carry my phone in my pocket and take care of customer issues at night, on the weekends, whenever something goes wrong. I never say, 'I'm sorry but it was Christmas and we didn't get to it. Take what we give you.' That's not good enough.

You must be a real gem of a boss. You chew out your employees? Maybe they say that stuff on the phone because they feel no reason to treat customers well because you don't treat them well.

 

[brando123b]

I can understand your frustration. That being said, if you believe for one moment Apple is concerned with your anecdotal experience, you have another thing coming. They just posted over 10B in profit for 4th quarter 2017. Orders are pushed back 5-6 weeks. Your experience is less than inconsequential to them.

 

[solo118]

Short version: I placed an order that went through at 10/27, reservation came through at 12:11 am Pacific. That reservation never turned into an order despite the fact that my account was in order, $0 balance and I had just pre-ordered and taken delivery on an iPhone 8 for a different line 6 weeks ago. That reservation disappeared so, in a panic, I placed a second order late at 11:15 pm on 10/27. That phone showed a delivery date of Dec 11-18. Then, for some mysterious reason, my original reservation came back alive, the one that theoretically had an 11/3 delivery. I was on the phone repeatedly Saturday, Sunday, Monday and Tuesday, finally got a senior CS to call me back Tuesday evening. He said he was working on it.

Tuesday night, my second order disappeared, the reservation stayed alive and is still alive. No confirmation email.

5 minute ago, I got another call from the Apple CS. He said my second order had been changed and for me to log in. Sure enough, there it is: Delivers 29 Nov, 2017 - 06 Dec, 2017 by 2-3 Business Days.

That, apparently is the best they can do. The phone I ordered in good faith as a solid Apple customer will be delivered about a month late but that's great news because at least I am not having to wait until Christmas Eve.

This is all they can or will do for me. Take it or leave it. I was not offered any additional incentives although, in fairness, I didn't ask for any.

In two words, this sucks. This is shabby and sloppy and my guess is that I was given no additional consideration for my trouble. My phone will be delivered right along with every other customer who is switching from LG or Samsung and ordered two days after the big rush.

I'm not going to dump all my Apple products today but the next time I look for a tablet, maybe I'll consider a Surface. I have an employee whose 6 needs to be replaced at Christmas, maybe she should see how she likes a Google Pixel. I have some old iPhones that get activated for volunteers, maybe I can dig up some cheap Android phones. Hell, I have a perfectly good 7, maybe I'll keep it and cancel my X.

I won't forget this.

This is not some super limited edition device, there are literally millions being produced. I seriously doubt Apple would need a month to fulfill your order. They just give the worst possible date, and ship it even sooner than that so there is the illusion that they are "taking care" of you.

I do not know how far you are from an Apple store, but in a few days from now I would start checking the Apple Store app on your current phone to see if an X is available for pickup nearby. The 8 was available for pickup in Grand Central, NYC 3 days after release.

 

[FarNorth]

How was it worded? Were you angry and demanding or factual? If it was the former, I wouldn't expect to hear anything. If it's the latter, give it a few days.

I was calm and reasonable, just as I have been on this board. Just the facts, ma'am.