Apple Upgrade Program - Buyer Beware

[tylerdw89]

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.


UPDATE THURSDAY 9/15:
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.

 

[newellj]

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.

 

[geoff5093]

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.

 

[swamyg1]

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.

 

[maxsix]

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.

You got lucky. It's still a messed up program.

 

[aristobrat]

It's this stupid iPhone Upgrade Program! I want out of it!

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.

 

[tylerdw89]

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.

True, considering it!

 

[lordofthereef]

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.

 

[Arnezie]

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 ??

 

[kazmac]

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.


Thanks for reading.

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.

 

[tylerdw89]

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.

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.

 

[iPunish901]

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.

 

[CAWjr]

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.

 

[TsuaSai]

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.

 

[nwlondonlad]

True, considering it!

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.

 

[macduke]

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.

 

[Zorn]

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.

Confident enough to be willing to bet not getting a phone on it?

 

[JayLenochiniMac]

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?

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.

 

[lordofthereef]

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.

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.

 

[Dirtydutch]

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.

 

[dk001]

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.

There was a growing concern when this was originally announced that it was more of an ad hoc response to the Next type programs.

 

[KPOM]

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 ??

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.

 

[Shwinnugin]

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

 

[iceman27]

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.

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.

 

[JayLenochiniMac]

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.

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.