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Apple Sending Emails to iPhone Upgrade Program Customers Who Had iPhone X Pre-Order Failures [Updated]
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I received a phone call from Apple last evening about my issues at launch. They’re looking at my attempted order time and adjusting my order ship date accordingly. My first order that failed had a pickup date on launch day. The rep didn’t think that was going to happen but he did state my December ship date would definitely move up. I haven’t received an email, however my issues weren’t necessarily with the loan process.
You are right. But imagine how crazy it would be during the day. It happened with one of the ipad releases and it was impossible to place an order. Although this was before the store app was available
Quite possibly Apple is making it right because they unfortunately realize the have more phones than orders?
Always is a strong word. Yes, it's great that they are doing this, but they haven't always done this. Of course, we also don't know if they are only saying 6 weeks so they can deliver them sooner and look amazing to their customers. If you lie and say it will take 6 weeks for new orders, but know it will only take 3, when you "bump" select cusomers earlier it makes the early early adoptors feel special and impresses the later early adopters when they get their device 2 weeks "early". In the end everyone talks about how excited they are to have their phone sooner.
What email address did they send it to you from? I had the exact same issue and never got an email like that beside the "Your order couldn't be processed, please try again" several hours later.
This happened to me as well. With my initial order attempt, I got a window of mid-November, but the process stalled at the IUP-approval stage. 3-1/2 hours later, I got an email from Apple stating that they couldn’t process my order because they were “unable to verify my information “. I was bummed to say the least, and I didn’t reorder, thinking there was an issue with my credit rating (there shouldn’t have been), plus the fact that I would have a much later delivery window.
So imagine my surprise and delight when I got this latest email from Apple last night! I quickly reordered the phone and everything went incredibly quickly and smoothly. No problem with IUP approval. Delivery was mid-December. I sent my order number to Apple as requested, so I’m keeping my fingers crossed for a moved-up delivery date.
[doublepost=1509207550][/doublepost]
It was sent from "noreply@email.apple.com" but the reply-to address was "orderupdate@apple.com".
So imagine my surprise and delight when I got this latest email from Apple last night! I quickly reordered the phone and everything went incredibly quickly and smoothly. No problem with IUP approval. Delivery was mid-December. I sent my order number to Apple as requested, so I’m keeping my fingers crossed for a moved-up delivery date.
[doublepost=1509207550][/doublepost]
It was sent from "noreply@email.apple.com" but the reply-to address was "orderupdate@apple.com".
All I know is this better not take my phone away from me. I hope they pull away from in store inventory to provide for these customers if that’s what they are trying to do.
Anyone else have any luck getting that email? I have a feeling most of us won't... and the customer service phone number is hosed
My order is in preparing to ship
If you open the Apple Store app does it show the X in your device list?
Exact same issue, first order had a pick up on launch day and then dropped to Mid Dec. Received this email and replied back with the details. See the screenshot for the email
Attachments
I just received my reply back from Apple after I provided them with my order number and their response was what I expected but didn't want as they are not going to change anything even though it was their fault my first order for Nov 3 pickup failed due to an app crash on my phone and the second attempt with a 2-3 week delay was denied due to the Iphone Upgrade issue being delayed and later declined. Worst Customer Service ever from Apple. Thanks Tim Cook
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Apple doesn't care because they sell out one way or another. They'd rather have a big hype meltdown than a calm orderly process. I'm with you -- the preorder thing isn't worth it. I'll stroll into the store some day in the next few months and walk out with one. (Still haven't even decided between X and 8 Plus.)
I did not see a new credit pull on Credit Karma. The only one I see is yesterday’s credit pull when I tried to order the iPhone the 1st Time.
That's what I was curious about.
I ended up getting it financed through my carrier instead and have a Nov 3 delivery date, which I would like to keep, so am a bit mad the first credit pull was for nothing.
You’re right... it was my frustration talking. Citizens One couldn’t handle the application load and yet Apple is trying to make it right. However, I reported my issue and still haven’t heard back while others who didn’t report just received an email about the error Apple detected. It is not the fault of the customer that they lost their place in line and I won’t aplogize for having high expectations of this company. All I really ask is Apple take it as a “lessons learned” and attempt to remedy the issue for next time. I don’t have a major issue waiting 5 weeks but if I pay a premium price, I expect a premium ordering process and follow-up if the process doesn’t go smoothly.
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I have now spoken to 9 Apple reps (iPhone sales, customer service, manager, etc) and all of them insist that these emails were never sent to any customer. I experienced this same issue and have not received an email. I'm currently at 2 hours 53 minutes on this call with Support arguing about this (for a total of 6 hours of calls with them).
Can anyone provide the email address this came from or any concrete evidence that Apple is offering any resolution on this? Because they are adamant that they are not offering anything to customers who encountered this failure.
Can anyone provide the email address this came from or any concrete evidence that Apple is offering any resolution on this? Because they are adamant that they are not offering anything to customers who encountered this failure.
I emailed them at that address even though I didn't receive an email similar to yours despite having the exact same issue. I just got the generic "there was an error processing your order. try again" email, after the "8 hour" message. We'll see what they say.
UPDATE: Just looked at my order and the delivery date has changed to Nov 3.
[doublepost=1509215963][/doublepost]I’m curious to know if anyone has the email info that Apple is sending out. I was able to preorder but my set date is on the 24th. Such bogus since Apple said pre approved would of made it easier and then the App Store shut down for us upgrade customers.
Apple this evening began sending emails to customers who attempted to pre-order an iPhone X through the iPhone Upgrade Program but ran into a problem during the process.
In the email Apple asks customers to place a new iPhone Upgrade Program order and to reply to the email with the order number. It's not clear why Apple is asking for order numbers, but it could be that the company is planning to expedite these orders in some way.
The email says Apple is working to get iPhone X models out as soon as possible, but the wording doesn't necessarily suggest an order upgrade or faster shipping, so it's possible Apple is just making sure its iPhone Upgrade Program customers have the chance to place an order.
Customers receiving these emails seem to have been told during ordering that their loan applications with Citizens One were taking longer to process than expected, and many later received notice that their orders were not initially approved. These customers were forced to order at a later date and now have delivery estimates of five to six weeks for their new devices.
If it does turn out Apple is planning to expedite the orders of these customers in some way, we'll update this post, but at the current time, it's unclear what Apple's plans are.
Article Link: Apple Sending Emails to iPhone Upgrade Program Customers Who Had iPhone X Pre-Order Failures
