Apple Sending Emails to iPhone Upgrade Program Customers Who Had iPhone X Pre-Order Failures [Updated]

[bsonethree]

Just so I don't seem too crazy - I haven't called 19 times. When I call I get bounced around to various departments, etc. At this point, it's really not about my delivery date, it's more that I'm annoyed that so many people are telling me that they don't know about this, and that Apple didn't send any email and is not offering any assistance for this fictitious error.

I have emailed orderupdate@ twice (about 48 hours ago and 13 hours ago) and received no response either time.

I'm going to give up now - I'm sure my account details look ridiculous.

This seems like a ton of unnecessary effort!

Did you get an email stating there was an issue with your order? And did our reorder?

All I did was forward them that initial "failed" attempt email and told them my new order number. They got back to me in less than 30 hours and told me to check my order status in 2-3 days.

I too did not get apples email re: them wanting to fix the situation but Apple is the pass through to citizens bank- no need to call them.

 

[TimeSquareDesi]

Just so I don't seem too crazy - I haven't called 19 times. When I call I get bounced around to various departments, etc. At this point, it's really not about my delivery date, it's more that I'm annoyed that so many people are telling me that they don't know about this, and that Apple didn't send any email and is not offering any assistance for this fictitious error.

I have emailed orderupdate@ twice (about 48 hours ago and 13 hours ago) and received no response either time.

I'm going to give up now - I'm sure my account details look ridiculous.

did you forward the email of your failed order? i think this is the "proof" you can submit to them so they know your request is legitimate... i think this is what made them take action on mine but that's just a wild guess from my side
[doublepost=1509379203][/doublepost]

How long did it take after the "we've updated your information" e-mail to see a change in your shipping date? I got that follow-up e-mail yesterday early afternoon but my shipping date remains unchanged.

- THIS IS MY QUESTION TOO!! HOW LONG DID IT TAKE?!?!?!?! *

* sorry for yelling

 

[riguez]

What they should do is a take a play out of Verizon’s book. Allow people to pre order on their website 10 min or a certain time before the flood gates open. This will allow for less bottlenecking and less traffic entering all at once.

Over at the Verizon thread, you’ll see over 30 pages of people chanting and many exclamation points of excitement from their smooth and effortless pre order process with launch day delivery. I recommend you drop financing with Apple and start to finance with your carrier.

Apple has to cater to the entire world on pre order day. Your carrier just caters to its own customers. And if you’re front and center, you WILL get a launch day delivery.

This is my 5th iPhone pre ordered on VZW.Com

iPhone 5 launch day
iPhone 5s launch day
iPhone 6 Plus launch day
iPhone 7 Plus launch day
iPhone X launch day delivery

And all of them where pre ordered on their website minutes before Apple did theirs. All under 2 minutes with me reading everything.

It’s a no brainer my friend.

Shoot I wish this was a no brainer!! I got on and ready to go 15 mins ahead of preorder time. By the time I could actually click the preorder button everything went to hell on the Verizon website. I finally got all the way to the confirmation page and this is what I got. By the time i got back around orders had slipped to 4 weeks, so I gave up and went to bed. I called the next day and they had no record of me even attempting the transaction. And I would like to feel as though I was front and center.

 

[dfnj123]

No matter the time of day preorders go live there would be a mad rush. How do you propose they fix the situation?

Look, I wasn't trying to say I knew how to fix Apple's preorder process. All I was trying to point out was that having a mad rush to preorder at 12:00AM PST is a flawed system (as would any other time of the day). When something costs $1000+ you shouldn't be a in position where you need to rush to checkout online. Moreover affiliated companies used to assist Apple in these preorder rushes (wireless carries, Citizen One, etc) have often been unable to handle the amount of web traffic an iPhone preorder brings to their servers.

We are talking about the company who used to use the advertising slogan "Think Different". I think Apple could creatively come up with a fair way to reinvent the preorder process if they put their mind to it...

 

[MH01]

How is this a bad thing? Seriously I swear some people can never be satisfied. Find me one other company that tried to help customers who got glitched out during a massive pre-order.

Target, Amazon, and Gamestop never helped me when I lost out on the SNES Classic preorder due to heavy site traffic and glitches. Heck people are still waiting on their Amazon preorders despite Amazon magically filling their Treasure Trucks with them.

Walmart never helped me when they listed a preorder for the SNES classic, charged my card, then cancelled it a week later because "preorders weren't to go up that early". Then when they did go up people who snagged one are still waiting a month later...all while the retailer is getting units in the stores.

The fact that Apple is reaching out to people who got screwed by the issues that arise with heavy internet traffic is a great thing, yet everyone wants to criticize.

You missed the point. Apple is asking the customer details it should have. 100% Apple should help these customers , they should not be asking their order numbers ..... it means their ordering system is so messed up they cannot identify where the customer dropped off...

 

[drwalker02]

I ordered at 12:06 PDT and had the 11/3 delivery date. I purchased with the IUP and got the processing message. I was concerned because I had no order number or reservation number or anything.

Sooo, I went and placed a second order. Paid outright. Ship date 11/17-11/24. Dangit. It had an error that it could not contact AT&T for verification and would email me within 24 hours to confirm. I went to bed.

at 4:30 I got up for work, and had the dreaded email that my initial IUP order had been cancelled and I needed to re-order. So I did. Went right through, ship date 5-6 weeks. I called and spoke to apple, was told that they couldn't do anything, but they asked for and took my order numbers.

I haven't received any email form apple, but after reading here earlier today, I went ahead and emailed them first. I have not heard back in the last 8 hours. I kinda hope that my call and giving my order number will fix it.

I just now got an email stating I had two orders and needed to cancel one within the next 48 hours. I called Apple again and they had no additional information. They agreed with waiting the 48 hours before cancelling and if I hadn't heard back then to keep the earlier delivering one. Sounds like my best option

Had not heard back, sent another email and forwarded my email where my order was cancelled and I was asked to reorder and included my new order number this morning. Since then, I got a response with the “check your status, it’ll be updated within 3 business days” email!

 

[69650]

They should have let these people pre-order a day before they allowed everyone else to pre-order.

 

[nws0291]

They should have let these people pre-order a day before they allowed everyone else to pre-order.

Agree. Incentive for people to join the IUP over other options. This will place them at the front of the queue and cut down significantly on the regular launch day rush.

Send emails starting a few days ahead of launch and let them pre-approve and pre-order in one go. Control when the emails are sent out to the end user to slowly let users pre-order. It shouldn't matter when they pre-order as all will likely have launch day phones.

 

[chrono1081]

You missed the point. Apple is asking the customer details it should have. 100% Apple should help these customers , they should not be asking their order numbers ..... it means their ordering system is so messed up they cannot identify where the customer dropped off...

I'm not "missing the point" at all. Something went wrong with the system, so they're trying to correct it by manually intervening and people are crying about it.

 

[n8c]

[doublepost=1509379203][/doublepost]

- THIS IS MY QUESTION TOO!! HOW LONG DID IT TAKE?!?!?!?! *

* sorry for yelling

An answer to my original question: I received the "information updated" / "wait 3 business days and check order status" e-mail about 24 hours ago, and I just checked and my shipping time was just bumped. So, a full day.

 

[gatorknight904]

How long did it take after the "we've updated your information" e-mail to see a change in your shipping date? I got that follow-up e-mail yesterday early afternoon but my shipping date remains unchanged.

Here are my time stamps.

Apple is a global center of excellence for customer service!

Times are CST

October 27th

8:30 PM - Apple action required email received

10:26 PM - Opened up the App Store app and placed a new order using the IUP 256GB Silver. 5-6 weeks shipping. December 11 delivery

10:30 PM - Replied to Apple with my order number


October 28th

3:28 PM - received email from Apple that they received my email and to check online order status in 3 business days.

9:30 PM - Noticed delivery status changed to Nov. 3!

 

[MH01]

I'm not "missing the point" at all. Something went wrong with the system, so they're trying to correct it by manually intervening and people are crying about it.

Okay. When you have to reach out and get customer to give your the details ..... something is wrong with your ordering system. Apple should have corrected the issues and sent the affected customer an emails stating they have identified the problem and there is no action needed by the customer, do you see the difference?

 

[jmann]

Apple just moved my December 11 delivery to November 17th window! I'm so glad I emailed them.

 

[TimeSquareDesi]

Here are my time stamps.

Apple is a global center of excellence for customer service!

Times are CST

October 27th

8:30 PM - Apple action required email received

10:26 PM - Opened up the App Store app and placed a new order using the IUP 256GB Silver. 5-6 weeks shipping. December 11 delivery

10:30 PM - Replied to Apple with my order number


October 28th

3:28 PM - received email from Apple that they received my email and to check online order status in 3 business days.

9:30 PM - Noticed delivery status changed to Nov. 3!

luckyyyyyyyyy!@#!@#!@#

I mean, i got my email that they changed my shipment time but i dont know to what yet. i log into the store and it still says dec 11-17

I hope they moved it to nov 3! that would be amazeballs.

 

[Russell L]

You missed the point. Apple is asking the customer details it should have. 100% Apple should help these customers , they should not be asking their order numbers ..... it means their ordering system is so messed up they cannot identify where the customer dropped off...

They asked for order numbers for RE-orders; the original orders never went through (which is why they reached out to us) so there were no order numbers for them. In my case, I didn’t re-order until after I got the initial e-mail. Once I did re-order, I informed them of the number and they restored my initial delivery date (which I assume they were able to look up).

 

[TimeSquareDesi]

Well, they updated mine and here it is:
It went from december 11-17 to.....

iPhone X 256GB Space Gray (GSM) AT&T
Delivers 17 Nov, 2017 - 24 Nov, 2017 by Standard Shipping

So they moved me up about 3 weeks. I guess that's okay for me but i want it yesterday!!!!!!!!!!!!!!!!!!!!!!!!!
[doublepost=1509393364][/doublepost]

Apple just moved my December 11 delivery to November 17th window! I'm so glad I emailed them.

i finally got my update and im on the same boat as you - moved from the same timeframe to the same timeframe.

 

[STOCK411]

Apple just moved my December 11 delivery to November 17th window! I'm so glad I emailed them.

thats the date mine was changed to

 

[aa7]

thats the date mine was changed to

Same. A little bummed it wasn't bumped to Nov 3.

 

[Djlild7hina]

Yep mine was bumped too. The 17th-24th was my original window so I’m not complaining. Although it was already 2-3 weeks by the time I could open the Apple store app...

 

[chrono1081]

Okay. When you have to reach out and get customer to give your the details ..... something is wrong with your ordering system. Apple should have corrected the issues and sent the affected customer an emails stating they have identified the problem and there is no action needed by the customer, do you see the difference?

You're literally not understanding the issue. If Apple had the info, they likely wouldn't be reaching out. The fact that they are is far more admirable than giving customers the finger.

 

[n8c]

Same. A little bummed it wasn't bumped to Nov 3.

Did you have Nov. 3 when you placed your original order? If so, you can always try contacting them to let them know that. I only had Nov 17 so they've reverted it back to that, which seems fair enough, and more than anything I'm thrilled not to be stuck with Dec 11.

 

[D-Willy]

Apple just moved my December 11 delivery to November 17th window! I'm so glad I emailed them.

Same here!

 

[- rob -]

- THIS IS MY QUESTION TOO!! HOW LONG DID IT TAKE?!?!?!?! *

* sorry for yelling

I think it was updated in under 36 hours.

 

[MH01]

You're literally not understanding the issue. If Apple had the info, they likely wouldn't be reaching out. The fact that they are is far more admirable than giving customers the finger.

Sorry mate. You are not understanding my point . I know exactly what apple is doing.

 

[ke-iron]

I think it was updated in under 36 hours.

Why are you quoting me with something I did not say??? I did not say what I've quoted bellow. You have some how quoted me but used someone else post...

"- THIS IS MY QUESTION TOO!! HOW LONG DID IT TAKE?!?!?!?! *

* sorry for yelling "
[doublepost=1509421234][/doublepost]

Look, I wasn't trying to say I knew how to fix Apple's preorder process. All I was trying to point out was that having a mad rush to preorder at 12:00AM PST is a flawed system (as would any other time of the day). When something costs $1000+ you shouldn't be a in position where you need to rush to checkout online. Moreover affiliated companies used to assist Apple in these preorder rushes (wireless carries, Citizen One, etc) have often been unable to handle the amount of web traffic an iPhone preorder brings to their servers.

We are talking about the company who used to use the advertising slogan "Think Different". I think Apple could creatively come up with a fair way to reinvent the preorder process if they put their mind to it...

Affiliated companies do assist with the preorder rushes. All the major wireless carriers take preorders the same night. There isn't any real fix to the situation when you have millions of people wanting a new to be soon released device.

The only think I came up with after brainstorming was to have preorders a year early. For instance, I know I am getting the next iPhone in 2018, which model I don't know. I could pay a deposit on the phone and pay off the rest next year when the phone is released. Preordering months leading up to the announcement is the only thing I could think of. The think is getting people to pay in advanced for a product they won't see months later would be kind of tricky, but doable. People support kickstarters after all, and they don't see the product till months and sometimes a year later...