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

[Blackstick]

Precisely why I paid in full... I knew applying for a loan with 3 million others would end poorly.

Those praising their carriers process, they screw up plenty as well.

 

[Brookzy]

It’s worth remembering there is no secret stash of iPhones... if someone has their order prioritised, someone else is getting theirs de-prioritised.

 

[YoungLay]

I guess everybody else money is different from apples upgrade program smh!
[doublepost=1509193499][/doublepost]

It’s worth remembering there is no secret stash of iPhones... if someone has their order prioritised, someone else is getting theirs de-prioritised.

That’s what I’m saying, I don’t think thats right.

 

[jbachandouris]

I did not receive the email either. My ship date is December 11-19.

I will try to find one in stores starting Friday. If I get one, great. If not, I’ll wait. I have the 8 Plus already.

 

[rogersmj]

I am one of the people that ran into issues trying to sign up for the IUP during my preorder. I got up at 3am and spent 40 minutes trying to place the order, but it never worked — most of the time failing on the last step when trying to confirm the loan with Citizen’s Bank. By the time I finally got an order to go through at 6am, my ship date had slipped to mid-December (for a silver 256GB).

I haven’t received one of these emails yet, but it would be nice if they would do something. I already talked to Apple via Chat, and they said there was nothing they could do. Regarding the “someone else’s order has to get bumped” comment...well, yeah. I made my first order attempt at like 3:06am, before some other people who now have an earlier ship date than me, which Apple can see if they’re tracking this stuff. It would be nice if my ship date reflected that.
[doublepost=1509195881][/doublepost]

I did not receive the email either. My ship date is December 11-19.

I will try to find one in stores starting Friday. If I get one, great. If not, I’ll wait. I have the 8 Plus already.

How does that work if you have a pending order with a new iPhone Upgrade Program loan? If I can get one in the store on Friday, can I sign up for the IUP in the store and then just cancel the order I made online (and thus cancel that loan)?

 

[jbachandouris]

I am one of the people that ran into issues trying to sign up for the IUP during my preorder. I got up at 3am and spent 40 minutes trying to place the order, but it never worked — most of the time failing on the last step when trying to confirm the loan with Citizen’s Bank. By the time I finally got an order to go through at 6am, my ship date had slipped to mid-December (for a silver 256GB).

I haven’t received one of these emails yet, but it would be nice if they would do something. I already talked to Apple via Chat, and they said there was nothing they could do. Regarding the “someone else’s order has to get bumped” comment...well, yeah. I made my first order attempt at like 3:06am, before some other people who now have an earlier ship date than me, which Apple can see if they’re tracking this stuff. It would be nice if my ship date reflected that.
[doublepost=1509195881][/doublepost]

How does that work if you have a pending order with a new iPhone Upgrade Program loan? If I can get one in the store on Friday, can I sign up for the IUP in the store and then just cancel the order I made online (and thus cancel that loan)?

I do not have IUP as it was rejected, but yes, you can cancel if it hasn’t reached the processing stage.

 

[Kaibelf]

Apple / Tim Cook should honor, with expedited priority, the orders of those who said on here that the app & website were experiencing glitches.

The fault is on their end, not the consumer.

So basically they should troll MR and give anyone who makes a claim priority over those who got through. No.

 

[Hamaker08]

It simply helps with motivation. See below.
[doublepost=1509169326][/doublepost]
I was hitting the gym at least 5 days a week before I got the DD214.
The whole world changed upside down afterwards, where I simply lost the motivation to keep doing that.
Gained over 50 pounds since then and know that is bad for my health deep in my heart.

Now after watching the keynote on the Watch series 3, I think I found the motivator but had to return it back to the store (delivered 2 weeks early!) because the phone order is not arriving on the expected date.
So, crossing fingers and wish everyone who were stuck with the pre-order to have the best of luck.

You can do it without the phone ! Head to the gym today you’ve got this!

 

[jamface]

I had this exact issue and got that email this evening. When I first place the order, it said there was a delay with Citizens One but that I should NOT try to reorder as that would cause even more delay. Several hours later I got the email the the Citizens One application failed and that I now SHOULD reorder. I first tried to contact the help chat to see what was wrong, but got a message that the help line was unavailable due to overload. So I just reentered the exact same order with the exact same information and it worked just fine the second time and got the Citizens One approval in less than an hour. The only difference was the originally quoted 2-3 weeks delivery slipped to 5-6 weeks.

Of course there was the other issue of not being able to even get into the online store until about 15 minutes past the hour despite constant refreshing of Safari on my Mac and the Apple Store App on my phone.

It does seem like maybe it would be better to have a process for getting the credit application pre-approved some time in advance of the order opening date.

If they have 10mil phones, and 100mil people try to buy them, it doesn't make a difference if everyone is pre-approved, or if they cross their fingers, or whatever - 90mil people are invariably going to have to be patient.
[doublepost=1509198905][/doublepost]

I guess everybody else money is different from apples upgrade program smh!
[doublepost=1509193499][/doublepost]
That’s what I’m saying, I don’t think thats right.

They're just prioritising phones they haven't made yet.

 

[B4U]

I mean, you can start to work out more without gadgets too, you know...

Please go ahead and read through my reply prior to your post.

 

[imran5720]

I mean, you can start to work out more without gadgets too, you know...

We all make excuses to buy shiny gadgets

 

[joueboy]

Apple one way of saying we actually have a lot left. I guess they used the wrong buggy calculator with the bloated pre-order sales and numbers.

 

[Apple_Robert]

Even though I am not a part of the Apple Update Program, I am glad to see Apple is trying to make things right by their customers. It seems like every year there is some kind of problem with the ordering process for said customers. If I were a customer of said program, I would be questioning why (at this point) it is really worth it.

 

[nvmls]

Anywho, having the watch is pretty awesome now. Helped me burn 500 active calories in one 3.5 mile run on the treadmill yesterday. When I felt like giving up, it heled me see my goal and finish it through.

If you need a watch to achieve your goals, they must be epic.

 

[commander5]

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

I totally had this issue as well. Bumped me back to 12/17.... I hope I get one of these emails and I am go back to my 11/17 ship date at the very least. With my luck, I won't get one of these emails

 

[Menel]

Omfg people taking loans for a mass produced factory commodity that crashes in value.
It just makes me so sad.

 

[4jasontv]

Omfg people taking loans for a mass produced factory commodity that crashes in value.
It just makes me so sad.

It does sound bad when you say it like that, but these are intrest free loans. Since a dollar today is worth more than a dollar tomorrow, it is a better deal to do the loan than pay all up front. Not by a lot, but technically.

Of course this assumes you must spend money on a new phone and that other phones that cost less upfront have additional costs over time.

 

[Dennison]

Thank you MacRumors for posting this on the front page to shed some light. New IUP buyers who ordered very close to midnight received an awkward splash screen that said this. And the ‘Continue’ button just took us back to the Apple homepage. Apple told us to not place another order, as we’ll likely lose our place in line. So I did not, and patiently waited for my email. Which said this:

It is clearly a mess up on Citizen One’s backend. Apple initially didn’t know what happened, so they sent us this vauge email. Once people started calling in to let them know what happened to us new IUP buyers, they sent a follow-up email late in the day:

It’s likely they have records of when we placed our original orders and want to rectify the issue. While my new order that I have sent them still says December 17th, my original order date when I checked out was November 3rd.

I have also received an email in the night from Citizen One that my iPhone loan went through this time.

I will post any updates that follow. This was a catastrophic issue with loyal Apple customers who wanted to try the iPhone Upgrade Program and, at first, wasn’t handled properly. It’s clear that Apple wants to rectify this and (optimistically) give us our place in line back.

If you also experienced this issue, we have a thread about this in iPhone. Please share your experience:

https://forums.macrumors.com/thread...ens-one-will-email-me-within-8-hours.2080851/

 

[knpwrs]

That's exactly what happened to me! I got a November 3rd pickup date, then it said things were taking longer than expected but to not place a new order. Then I get an email asking me to place a new order but I never got anything asking me to email them the order number.

 

[Menel]

Apple / Tim Cook should honor, with expedited priority, the orders of those who said on here that the app & website were experiencing glitches.

The fault is on their end, not the consumer.

There are physical limitations...

 

[hface119]

I’m still waiting to get one of those emails...they need to make this right.

What an incredible statement. I’m honestly shocked at the lack of recognition from people here - an email like what Apple is doing DETECTING users that had problems ordering and reaching out to them, soliciting an order number to help fulfill their order faster (or at all) is incredible for a company of this size.

 

[Dennison]

What an incredible statement. I’m honestly shocked at the lack of recognition from people here - an email like what Apple is doing DETECTING users that had problems ordering and reaching out to them, soliciting an order number to help fulfill their order faster (or at all) is incredible for a company of this size.

It’s frankly unheard of. No other company at this scale would care. But Apple does. And they always have.

 

[joshdammit]

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

Could anybody who received this email tell me what email address it was sent from?

 

[mikey00]

Same.

I was in at 12:05 though, and initially had a 11/3 9:30am appointment to pick up.

This was my first time trying IUP.

I had given up but went ahead and tried again after getting this email.

My new order has shipping mid December. I am very curious if this manual handling will get me back to the front of the line.

Btw, I used the exact same card that had issues at on-sale in my subsequent, successful order.

I have the same problem. My original order was scheduled to pick up in store on launch day, but there was a problem processing my application and now I have to wait until mid-December. So should we wait for them to email us or do we contact them?

 

[sulpfiction]

I didn’t order. My last pre-order was for my 6S plus. After that debacle, on a seemingly calm pre-order, I decided to not per-order again. Ever. It’s too much hassle. It’s better to wait for hardware issues to be sorted and I would rather be able to walk in and pick it up with no lines or mayhem.

They know this is always going to be a nutty process, yet they seem to not sort it out. Like someone posted above, allow a potential customer to apply for the credit ahead of the order so it’s not an issue. Maybe do a lottery for available units so there isn’t a mad rush “to the door”. There are ways to mitigate all this, but ultimately seem unwillingly.

On a side note, people blame Apple for the issue, isn’t AWS’ servers they lease? I’m sure there’s enough blame to go around.

The “nutty process” you refer to is all part of the marketing plan. Take that out of the equation and things aren’t as exciting. The “rush” we all experience is what gets us up at 3am (on the east coast anyway) to preorder. That stress that Apple puts us through is partially done on purpose.