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Apple Store could not fulfill my reservation

Night Spring said:
If Apple is handing out early morning reservation appointments for phones that UPS is scheduled to deliver that morning, then I'd say Apple is at fault. It's common sense that UPS deliveries don't always happen on time, so pickup times should be scheduled with possible delays taken into account.
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Agree to disagree. This entire process is based on many, many different entities fulfilling an obligation. Factories have to provide parts to the manufacturer on a deadline. The manufacturer has to fulfill the agreement of making x number of phones in x amount of time. The flights have to take off on time to get the phones to the proper countries. The local delivery carrier has to get the shipments to the stores on time. Flat tires happen, strikes happen, traffic happens, delivery trucks breaking down happens, people calling in sick happens. Any hiccup anywhere in the chain can cause the end result of the shipment being late. So no, I don't hold Apple directly responsible for anything that happens beyond their control.
 
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SisterBlue22 said:
Agree to disagree. This entire process is based on many, many different entities fulfilling an obligation. Factories have to provide parts to the manufacturer on a deadline. The manufacturer has to fulfill the agreement of making x number of phones in x amount of time. The flights have to take off on time to get the phones to the proper countries. The local delivery carrier has to get the shipments to the stores on time. Flat tires happen, strikes happen, traffic happens, delivery trucks breaking down happens, people calling in sick happens. Any hiccup anywhere in the chain can cause the end result of the shipment being late. So no, I don't hold Apple directly responsible for anything that happens beyond their control.
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That why you build contingency into a plan. And buffers.

Without those mechanisms in place, the launch day should be advertised as 'first come first served'. Not confirmed reservations.

It's only respectful of customers' time.
 
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WickedOwl said:
128GB Black iPhone 7 Plus
Got my reservation email.
Waited an hour and a half in the reservation line.
Start the process, specialist begins erasing my phone.
Whoops we don't have your phone here.
Sorry about that.
Bye.
Click to expand...

Whoa that sucks. No issue with mine, store said I was the first Plus they had seen though.
 
SisterBlue22 said:
So no, I don't hold Apple directly responsible for anything that happens beyond their control.
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But Apple did have control over how they handed out reservation times. Sure, mishaps can happen, but there are things you can do to reduce the chances of things going wrong. So, for instance, if the reservation system only allowed taking reservations for phones that had already been delivered to a store, then Apple won't be at the mercy of UPS trucks with flat tires. Since Apple chose to hand out reservations for items not yet delivered, I'd hold Apple responsible for any customer inconvenience that results from it.
 
For the AUP, do you have to turn in your phone on the spot or can you go home and set up your new one first?
 
Update on my same situation... Just got a notice from the Apple Store app on my phone, said "Your phone is available for pick up" and then I log into the app to confirm, it has a pick up date of September 27th. WHAT? Waiting for a call back from the manager I spoke with this morning who assured me, They have ONE coming in, and its reserved for me, and it was only "Delayed" on the Fed Ex truck today.
[doublepost=1474055167][/doublepost]AND one last update, so people keep the faith... They called, and my BLACK 256GB iPhone PLUS arrived in the afternoon, and I picked it up. Maybe some good news for those in the same boat.
 
Family member had a reservation today. Wait was 1 hour for reservations. Phone was not there and was told "we will call you when we get it"
 
Similar experience this morning at the Lincoln Road Apple Store. I reserved an iPhone 7 Plus, 128 GB, Verizon Matte Black (although I have AT&T, but the AT&T model wasn't available when I reserved). I'm currently on the iPhone Upgrade Program from last year. When I got to the store at 7:50, I was in the first wave of service, but they couldn't find the model I reserved. They got the manager, he called Apple HQ, and they said to try to reserve one via the Apple Store app on my current phone and I should be able to reserve the 128 ATT Plus model. I couldn't however on my phone, and they went to the back to try to figure out what to do. The manager was able to reserve the AT&T model on his iPhone, so I ended up with that. The whole process to about 1.5 hours, but I got the phone I wanted and for the trouble they gave me my Apple Leather Case and the Belkin Screen Protector for free. I was also not the only one in the store experiencing the same issue, they said another guy with a matte black model was having the same issue. I'm not sure if this is normal service, but I'm a regular at the Apple Store, am a  Developer, and was wearing my WWDC t-shirt - not sure if that had any impact, but hey. I was really impressed with the quality of service today at the Apple Store, but as this thread points out, many others weren't as fortunate as I was.

However, what is surprising is how poorly the whole iPhone Upgrade Program process was handled. From the reservation's last Friday till pickup today. The iPhone Upgrade Program has Apple's most loyal customers and Apple needs to show them some love. I hope that next year Apple irons out these issues and we can have a straightforward upgrade experience.
 
ahan.tm said:
Similar experience this morning at the Lincoln Road Apple Store. I reserved an iPhone 7 Plus, 128 GB, Verizon Matte Black (although I have AT&T, but the AT&T model wasn't available when I reserved). I'm currently on the iPhone Upgrade Program from last year. When I got to the store at 7:50, I was in the first wave of service, but they couldn't find the model I reserved. They got the manager, he called Apple HQ, and they said to try to reserve one via the Apple Store app on my current phone and I should be able to reserve the 128 ATT Plus model. I couldn't however on my phone, and they went to the back to try to figure out what to do. The manager was able to reserve the AT&T model on his iPhone, so I ended up with that. The whole process to about 1.5 hours, but I got the phone I wanted and for the trouble they gave me my Apple Leather Case and the Belkin Screen Protector for free. I was also not the only one in the store experiencing the same issue, they said another guy with a matte black model was having the same issue. I'm not sure if this is normal service, but I'm a regular at the Apple Store, am a  Developer, and was wearing my WWDC t-shirt - not sure if that had any impact, but hey. I was really impressed with the quality of service today at the Apple Store, but as this thread points out, many others weren't as fortunate as I was.

However, what is surprising is how poorly the whole iPhone Upgrade Program process was handled. From the reservation's last Friday till pickup today. The iPhone Upgrade Program has Apple's most loyal customers and Apple needs to show them some love. I hope that next year Apple irons out these issues and we can have a straightforward upgrade experience.
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That is great that they have the plus available.
 
Update on my situation of not having my 256GB Matte Black 6+ at my 8am reservation. Was told to come back after 12-1pm as it would be with that shipment. Went back at 3:30pm just to leave a bit of buffer. When I got there everything seemed good, and the girl helping me went to the back to look for the phone. Figured something was wrong as she was gone for 20+ minutes. Turned out earlier when they had checked me in, the original reservation was cancelled, and they had to get on the phone and put in another reservation for me... Super frustrating. Offered me any product under $50 I wanted which doesn't really feel like enough. Supposedly will be in tomorrow at this point but I don't have a lot of faith.

Really unhappy with how the launch has been handled.
 
Apple should probably look up the definition of reservation before the next launch date
 
I'm on the IUP from last year. Same as a lot of people I could not reserve the 7+ last Friday. Was able to reserve one on Monday for a 4:30 pickup time. Got there a little early, waited in line for 45 min, no iphone. I did get two "sorry's" though. I have been promised a call back "as soon as they get one in". Whatever.
 
Update on mine. Arrived right at the beginning of my pickup window. Stood in line for 50 minutes. They had the phone. Only took about 10 minutes to make the transaction and leave. Total time was 1 hour in the store.

Mine was an in-store pickup. AT&T Next. Taxes were already paid. Received the e-mail yesterday it was ready for pickup. No issues besides the line.
 
Here's the flip side to this thread...I am part of the iPhone upgrade program and have been checking inventory all week long to see what pops in to reserve. Nothing I wanted. I checked all this morning just bouncing around the dropdown menus for stores in my area. Out of the blue, availability shows for a Jet Black 256gb 7. I reserve it, get a conformation email and head to the Apple Store which in this case was 2 hours away. I was sweating it, hoping this wasn't a glitch and I get there and they say, I don't know how you were able to reserve this....but....it was there! It took an hour in line for my appointment, 20 minutes for the upgrade and done. I don't know how it happened, Ive not seen Jet Black all week long.
 
WickedOwl said:
128GB Black iPhone 7 Plus
Got my reservation email.
Waited an hour and a half in the reservation line.
Start the process, specialist begins erasing my phone.
Whoops we don't have your phone here.
Sorry about that.
Bye.
Click to expand...

This is exactly what happened to me. But I spent 9-1pm. Then spent a couple hours on the phone with Apple only to find out they did have my iPhone all along.

I went back, cut the line (wasn't waiting another 3 hours), and was able to leave with a 128gb black phone with a free case. What a huge mess!
 
I found some black 128 7+ in a few of the Apple stores nearby and just booked a 10 am appointment. I hope I didn't just sign myself up for a long line and no phone at the end.
 
imaginex20 said:
Same thing as me at Walnut Creek.
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So you know, their system had an error that said they had the phone in the morning, then when you showed up their system said there was no phone, but the phones were there the whole time! Confirmed it with two employees on the phone and on chat.

Good news is that if you were turned away from your reservation, they probably still have the phone sitting and waiting for you. Bad news is that they wasted your time yesterday. I asked for a free case and they gave it to me. Happy it's over.

For me and for others, this was the worst iphone launch in history.
 
sammyman said:
So you know, their system had an error that said they had the phone in the morning, then when you showed up their system said there was no phone, but the phones were there the whole time! Confirmed it with two employees on the phone and on chat.

Good news is that if you were turned away from your reservation, they probably still have the phone sitting and waiting for you. Bad news is that they wasted your time yesterday. I asked for a free case and they gave it to me. Happy it's over.

For me and for others, this was the worst iphone launch in history.
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Working with a Retail Advisor from corporate, I was able to get my phone today.

They gave me a $100 gift card and a free silicon case. I chose a white one.

Happy this debatical is over with.
 
Mooseiah said:
Update on my situation of not having my 256GB Matte Black 7+ at my 8am reservation. Was told to come back after 12-1pm as it would be with that shipment. Went back at 3:30pm just to leave a bit of buffer. When I got there everything seemed good, and the girl helping me went to the back to look for the phone. Figured something was wrong as she was gone for 20+ minutes. Turned out earlier when they had checked me in, the original reservation was cancelled, and they had to get on the phone and put in another reservation for me... Super frustrating. Offered me any product under $50 I wanted which doesn't really feel like enough. Supposedly will be in tomorrow at this point but I don't have a lot of faith.

Really unhappy with how the launch has been handled.
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Update on this situation. Never received a call from them as promised, so I called at 1PM today to check on the status and they somehow managed to hold a 256GB Matte Black 7+ for me while I was on the phone. Not sure if this would have happened if I didn't call. Just picked it up, and they did comp a case for me which was nice, albeit would have preferred a $50/$100 gift card to put towards bluetooth headphones.

Super frustrating overall, but they got me a phone the next day so hard to be too upset. Only real complaint is it always felt like I was the one pushing the process along, rather than them stepping up and taking care of me. Love the phone though, and everyone was very polite and understanding along the way.
 
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