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.