Apple Upgrade Program - Buyer Beware

Discussion in 'iPhone' started by tylerdw89, Sep 15, 2016.

  1. tylerdw89, Sep 15, 2016
    Last edited: Sep 15, 2016

    tylerdw89 macrumors 6502

    Jul 3, 2007
    I know there are threads going on about the IPhone Upgrade Program, but things get lost in them. I have to share this customer service experience that compares to the likes of Comcast. Essentially abysmal.

    Friday, September 9th:
    As many would see, stock is limited for IUP members. I email Apple and express my thoughts on the issue. I receive an email from an Apple Retail Executive team member. I call him and we chat for a bit. He is very kind and listens. I can tell this is the first they've heard about it.

    Saturday, September 10th:
    I receive a call back from Apple (same guy). He takes my phone information and my Upgrade preference. Others are getting the same calls. He apologizes this time and promises I will hear back.

    Monday, September 12th:
    He calls me back and has good news: he has reserved me two phones (one for me, one for my wife) at my local retail store! All I have to do is go in to the store and give them my name. He says I should be getting an email.

    Wednesday, September 14th:
    After not receiving an email, I email him letting him know. He calls me and instructs me to go online to reserve. I do this while on the phone and inform him they are still sold out. He seems surprised by this. I ask "so, we don't have a phone reserved like you said?". He says no, this is how it has to be done. He hurried off the phone and says he will be back in touch. I really didn't know what to say.

    I was told I would have phones to pick up and now I don't. I was and still am angry and in disbelief that Apple has done so poorly! I've had every other iPhone since the first iPhone and have never had an issue! It's this stupid iPhone Upgrade Program! I want out of it! Buyer beware: don't do it! I've always gotten a launch day phone, and now they are sold out, and it's not a big deal (I'm an adult I can wait a couple of weeks)—it's just the principle that because I joined Apple's program, touted as the next great thing, I have been hung out to dry.

    I did receive an email for one of my phones from Apple that it would be available to pick up tomorrow. So that's good...I'm not overly confident it will actually be there with all of the confusion, but hope so! Sounds like there was some confusion on my end and their end.
  2. newellj macrumors 604

    Oct 15, 2014
    Boston, MA, US
    I know that Apple is trying to fix this situation, but it's a mess. I pre-ordered a phone and signed up for the IUP but am going to bail out of the program this year and return the phone. I pre-ordered an identical phone and paid up front. If things look better for next year, I'll consider buying through the IUP next year. It really looks like Apple didn't think this through very carefully when they set up the program.
  3. geoff5093 macrumors 68020


    Sep 16, 2014
    Dover, NH
    I'm really hoping they learn from this and improve things next year. I just signed up for AUP, and these stories have me somewhat regretting it.
  4. swamyg1 macrumors regular

    Dec 11, 2007
    I feel like the IUP really pulled through. It took a few days but yesterday they allocated plenty of stock for IUP members and I was able to finally reserve my 7+ black 128gb for pickup Friday at 9am. Macrumors wrote an article about it too, it was a surprising move that made a lot of frustrated IUP members happy, like myself.
  5. maxsix Suspended


    Jun 28, 2015
    Western Hemisphere
    You got lucky. It's still a messed up program.
  6. aristobrat macrumors G5

    Oct 14, 2005
    Not that you should have to, but you're free to sell your iPhone at any time and use the proceeds to pay off the remaining AUP payments. Then you're out.
  7. tylerdw89 thread starter macrumors 6502

    Jul 3, 2007
    True, considering it!
  8. lordofthereef macrumors G5


    Nov 29, 2011
    Boston, MA
    The program just doesn't seem to be all it's cracked up to me. My major gripe about it is they require you have a carrier information. Why? Why do I need to have an active line and be forced to buy the model phone? I'm coming to you and buying an unlocked device on a payment/upgrade path plan. Beyond that it's a hard credit hit and I can't opt out of Apple care. And then you hear stories of thisnwhere people can't upgrade day one? Hard pass for me. I almost jumped in last year too because everything sounded so good.
  9. Arnezie macrumors 65816


    Oct 10, 2011
    Well that sucks for everyone this year it sounds like. I signed up for it last Friday and I'm now also wondering if I shouldn't just buy the phone outright and sell it next year and do the same. I will wait and see what Apple says about how they are fixing this but most likely I will just pay it off and be on my own. Does anyone know how that works ? Do you pay it off right with Citizens online ? I never got any log in information from them ??
  10. kazmac macrumors 604


    Mar 24, 2010
    On the silver scream
    Before you throw in the towel, why not email Tim Cook and politely explain the situation and ask for another Apple person to take care of you. No guarantees but perhaps someone else at Apple can assist you.
  11. tylerdw89 thread starter macrumors 6502

    Jul 3, 2007
    I'm going to try to get clarification from the guy I've been working with first, but yes, I think that's a good idea and I may attempt that.
  12. iPunish901 macrumors 6502


    Aug 6, 2008
    Memphis, TN
    this year was a disaster, but I was able to reserve a phone the other day. im sure next year, all the kinks will be worked out.
  13. CAWjr macrumors 6502


    Jan 19, 2010
    Atlanta, GA
    My wife & I both upgraded from a 5 & 5S to the 7 this time around. We both opted into the IUP because of the inclusion of AppleCare (we have 2 kids) and the allure of what could be coming with next year's model. I will wager that they will flip the story next year & IUP members will be at the front of the line & not relegated to a separate queue with fewer phone options. But even if they don't, and we have to wait a few weeks to get the next iPhone, it matters little to me. Like OP said, "I'm an adult I can wait a couple of weeks"

    I get wanting to have the newest greatest thing on day one, but looking a good deal in the face & dismissing it simply because you may have to wait a few days or even weeks seems really short sighted.
  14. TsuaSai macrumors 6502

    Jan 9, 2006
    I am really happy I didn't sign up for that last year. But as time goes on if they do flip things around its a program I would consider. But for not just to many growing pains.
  15. nwlondonlad macrumors 6502a


    Sep 20, 2007
    UK London
    Why even pay it off? It's an interest free loan better to have that money sitting in your bank account gaining you interest then paying it off to Apple in anger. Just keep up with the instalments and when it's over be done with it.
  16. macduke macrumors G4


    Jun 27, 2007
    Central U.S.
    I didn't have any trouble getting my iPhone, but a second iPhone for my grandpa. Emailed Tim about it, got a call back from some higher up lady. She said she was going to follow up with email too in her voicemail but never did. I haven't called her back. Maybe I will today.
  17. Zorn macrumors 65816


    Feb 14, 2006
    Confident enough to be willing to bet not getting a phone on it? ;)
  18. JayLenochiniMac macrumors G5

    Nov 7, 2007
    New Sanfrakota
    That's true of everybody (including those paying full price), not just IUP customers. This is presumably in place to prevent scalpers from buying up the iPhones.
  19. lordofthereef macrumors G5


    Nov 29, 2011
    Boston, MA
    But wouldn't it make more sense for it to be easier for an IUP buyer to buy what they want? Scalpels aren't likely getting loans to pay for their devices and eating Apple care in addition.

    Too that off with a T-Mobile customer not even being able to order online under IUP and you have a service that just doesn't live up to its promise for me. The point is not to be locked to a carrier.
  20. Dirtydutch macrumors 6502a


    Sep 19, 2015
    Them trying to resolve as best they can will not get you a phone Friday. I mean there's no stock left to fulfill any of these mishaps that occurred during the IUP pre order. I'm sure after they were planning to release that statement regarding the supply that if you didn't have your reservation already in you weren't getting one on launch was going to be a given.
  21. Rhonindk macrumors 68040


    Oct 3, 2014
    sitting on a beach watching a DC simulation ...
    There was a growing concern when this was originally announced that it was more of an ad hoc response to the Next type programs.
  22. KPOM macrumors G5

    Oct 23, 2010
    Since you have a reservation, the phone will be waiting for you. Just tell the rep you changed your mind and just want to buy the phone outright. They may still want to activate the SIM card but last year they gave me that option.
  23. Shwinnugin macrumors member


    Sep 13, 2016
    My experience:
    -I entered the IUP program 10/16/2015
    -March 2016, I called AT&T to verify my iPhone was unlocked as I was travelling to Europe. AT&T said it was not, give them 72 hours to unlock it and I would receive an email confirmation. Never got it, called AT&T, had to send them the receipt that I bought the phone with the IUP, then they unlocked the phone.
    -Sept 9, 0301?, shortly after 3AM EST, no stock for reservation for iPhone 7+ in my state and three surrounding states within reasonable drivng distance. Got message that if I couldn't find the model I was looking for, "Check again on Sept 17", wtf.
    -checked every morning and every night for the next several days, noticed stock varied but never what I wanted (128GB, silver or gold)
    -Sept 13, called 1800-My-Apple. Was told I should call back on the day of release at 8AM to reserve a phone, that "all system issues would be fixed by then"
    -Sept 13, called again, waited an hour and gave up
    -Sept 13, 11:30PM, noticed all stores suddenly had stock in almost all models, capacities, and carriers! Reserved iPhone 7+ 128gb gold for pick up on Friday at 5:30PM
    -Immediately noticed my reservation wasn't showing on my Apple Account nor Apple Store app on my iPhone. But I have an email confirming it
    -Sept 14, called Apple, three times. All three specialists have no record of my reservation in their system. All three could not fix issue. All three recommended "just showing up" at the beginning of my reservation window.
    -Sept 14, noticed a thread on this forum saying another user was told you need to pay 12 installments prior to coming in to pick up. Called Apple, again, was told I could pay my 12th payment in store

    At this point, just crossing fingers that I am not driving an hour to an apple store tomorrow to pick up an iPhone I might not be able to get. I'll stick to IUP though, I don't want to use the AT&T Next program because I have a grandfathered unlimited data plan
  24. iceman27 macrumors newbie

    Sep 27, 2014
    Not understanding all the "Buyer beware" comments. The upgrade program allows you to upgrade each year, THAT'S IT. Anyone who has been going through the whole pre-order process with new iphone releases has to know by now that it is a whole different animal. Pre-ordering and upgrading aren't linked together.
  25. JayLenochiniMac macrumors G5

    Nov 7, 2007
    New Sanfrakota
    While that's true, their point of contention is they didn't have access to the same stock as everyone else for pre-ordering. In other words, Apple had severely limited the stock for existing IUP customers. They're not asking for VIP status, only that they have equal access to the stock as first time enrollees, those paying in full, etc., and that's only fair.

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75 September 15, 2016