Apple Stores Experiencing 'Global' Issue With iPhone and Apple Watch Reservation Pickups

MacRumors

macrumors bot
Original poster
Apr 12, 2001
48,732
10,141



We're hearing from a number of readers over the past hour or so that Apple's retail stores are having problems completing in-store reservation pickups for the new iPhone and Apple Watch models. Multiple customers have been told there is a "global" issue affecting Apple's systems and we're hearing there are some long lines building up as customers wait for the issues to be resolved.

Pickup line at Manhattan Village store in Manhattan Beach, California

Some customers have reportedly been told to cancel their existing reservations and make walk-in purchases from available stock, while others are simply being told to wait things out while staff members discuss how to handle the situation.

We'll update this post if we hear more about the situation, but if you have an upcoming pickup window, you might want to be prepared for some delays.

Update: Apple's systems appear to be coming back online and reservation pickups are now being processed. There is, however, still a backlog of customers to work through.

Article Link: Apple Stores Experiencing 'Global' Issue With iPhone and Apple Watch Reservation Pickups
 

rti92391

macrumors member
Jun 9, 2011
70
123
Online order here....unclear where the device actually is. Left Shenzhen on 9/19 but didn’t clear customs until 9/21 at 1am. No location and UPS has no idea where it is.
 
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bchreng

macrumors 65816
Jul 26, 2005
1,051
345
While I don’t know how it’ll affect their sales statistics, cancelling the preorder and purchasing the phone in store instead seems like a good solution.
 
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xpxp2002

macrumors regular
May 3, 2016
242
407
On top of the issues getting into the online store for preorders being delayed for many people, preorders stretching through mid-October even if you were online at midnight, UPS shipments that got delayed, Best Buy preorders that never materialized, and a ton of other retailers who took preorders, promised 9/21, and now all of a sudden don’t have the stock to fulfill them.

I know there are always issues on launch day with shipping and pick up, but for some reason it seems like they’ve really been bad this year. I’ve never been disappointed or upset with Apple’s handling of launch day hardware distribution in the past, but this year seems like somebody messed up big time.
 
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rusty2192

macrumors 6502a
Oct 15, 2008
997
81
Kentucky
What’s the appeal to in store pickup?
My wife didn’t decide till Sunday that she wanted the XS, so by that time it was either brave the store today or wait 2 more weeks to get it. Otherwise I wouldn’t ever think to do the store pickup vs launch day delivery.
 

ctdonath

macrumors 65816
Mar 11, 2009
1,496
482
Surprised MacRumors hadn't said more about Watches (and probably phones) stuck in customs in China. Was looking like same-day delivery to home, then stalled there with no release indicated for any time soon.
 
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thomasmonks

macrumors newbie
Mar 26, 2018
13
11
Im in the UK, DPD are saying Apples got it, Apple are saying DPD has it. Utter carnage. Not impressed. Definitely going to be pushing for compensation vouchers.
 
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HQuest

macrumors member
Jan 10, 2012
61
54
Went for another deal at an Apple Store and the agent told me the problem is also affecting walk ins. He wasn’t happy about it - neither a few people waiting in line. But hey, that’s how Baltimore rolls...
 

bbeagle

macrumors 68040
Oct 19, 2010
3,400
2,654
Buffalo, NY
Received my Xs just a while ago.
Thankfully didn't opt for pick-up!
I picked mine up at an AT&T store. Usually, they have all the pre-ordered phones ready at 8am to give out. This time they didn't. Mine didn't arrive at the store until after 1:30pm.

AT&T said this type of thing never happened before. In years past, they got the phones in the night before.
 

macduke

macrumors G4
Jun 27, 2007
10,931
14,614
Central U.S.
A couple years ago the iPhone Upgrade Program required in store reservation pickup. So glad they ship them now. I'd have been pissed if I drove 120 miles and had to wait indefinitely.
 
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Return Zero

macrumors 6502a
Oct 2, 2013
802
1,918
Kentucky
Standing in line for my watch for over an hour now (Lexington, KY). This is crazy. Long line behind me now. I was not given the option to cancel and order from stock... in fact I was told that would mess up their inventory system. Looks like it may be starting to get resolved now though, I just saw the first person in line go through.

Really glad I got my phone from Verizon this morning :)
 

dietg

macrumors newbie
Sep 19, 2017
4
1
Salem, MA
Back up here in. Mass



We're hearing from a number of readers over the past hour or so that Apple's retail stores are having problems completing in-store reservation pickups for the new iPhone and Apple Watch models. Multiple customers have been told there is a "global" issue affecting Apple's systems and we're hearing there are some long lines building up as customers wait for the issues to be resolved.


Pickup line at Manhattan Village store in Manhattan Beach, California

Some customers have reportedly been told to cancel their existing reservations and make walk-in purchases from available stock, while others are simply being told to wait things out while staff members discuss how to handle the situation.

We'll update this post if we hear more about the situation, but if you have an upcoming pickup window, you might want to be prepared for some delays.

Article Link: Apple Stores Experiencing 'Global' Issue With iPhone and Apple Watch Reservation Pickups
 

Iconoclysm

macrumors 68020
May 13, 2010
2,416
1,673
Washington, DC
Online order here....unclear where the device actually is. Left Shenzhen on 9/19 but didn’t clear customs until 9/21 at 1am. No location and UPS has no idea where it is.
I'm in the same situation. Keep reminding myself that 1 AM in Shenzhen was well over a day ago.
[doublepost=1537563653][/doublepost]
Standing here in Houston waiting for Apple to get their **** together. I can’t believe that they could drop the ball this badly. Heads need to roll for this.
Every indication points at UPS dropping the ball, and I'd love to see heads roll there. Worst freaking shipping in the country. But Apple is to blame for using them, I hope they learned from this.
 

niji

Contributor
Feb 9, 2003
1,821
1,692
tokyo
gathering from all currently available info, the problem doesn't seem to be just ex-China shipments being delayed by a few hours.
but rather it seems that the information tracking / status info system for each individual order itself had a problem.
this has resulted in apple retail stores having stock available to sell to walk-in customers, but unable to fulfill pre-order / store pickup orders.
 
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