Apple Watch runaround

[Apfpilot]

Why would you want to waste the executive support team's time on this?

It has been ordered. It will be delivered.

because if a delivery date has been missed and you've been getting answers of the type that OP says they have that isn't acceptable. I've seen people waste executive customer support on much more trivial issues.

 

[its Dale]

I understand everyone's dissastifaction, but I don't understand why people contact Apple. Is there something I'm missing? They can't make your product magically ship. Are they giving out gift cards with complaints or something? Why bother chatting it up with an Apple employee asking where your package is? Seems like a lot of people on here are doing that

 

[rhsmd1]

According to Apple Support (chat) the window is from the time you ORDERED the watch.
I'm already past the 5-6 week window and I'm sure OP is also.

as i said, if it is past the date listed in the delivery window,( mine was may13-27)
then you have a beef with apple.
but again, the customer rep on the other end of the phone has as much sway in the delivery system, as you or I do... NONE.

 

[b3arclaw]

because if a delivery date has been missed and you've been getting answers of the type that OP says they have that isn't acceptable. I've seen people waste executive customer support on much more trivial issues.

^ this.
I'm already outside of the expected shipping time frame. The window place holder is from when you ordered (4-5, 5-6 weeks).
For example, my order is on 4/11, expected June 22-29th.
If Apple delivers on 6/22, that's almost 10 weeks AFTER I ordered.
That's double what the estimate said. Granted, it's a generic placeholder, but there's been 0 communication about this ****ing mess of a launch and people are starting to get pissed and rightfully so.

 

[fischersd]

Really love these threads of people losing their ****, completely pissed with Apple and their shipping window hasn't even arrived yet.

Yes, there was an estimate when you ordered. Shortly after ordering, you received an estimated shipping window. From what you've written here, I can only presume it's the only one you've stated "the only firm information is May 29 through June 11"

So, your shipping window doesn't START for 3 more days and you're having a breakdown because....?

Welcome to the real world. Demand has been significant. They're catching up and trying to get people their watches as soon as possible. Don't like it? You're welcome to cancel. At least then, maybe we won't have to hear you whine anymore.

 

[thewebb]

^ this.
I'm already outside of the expected shipping time frame. The window place holder is from when you ordered (4-5, 5-6 weeks).
For example, my order is on 4/11, expected June 22-29th.
If Apple delivers on 6/22, that's almost 10 weeks AFTER I ordered.
That's double what the estimate said. Granted, it's a generic placeholder, but there's been 0 communication about this ****ing mess of a launch and people are starting to get pissed and rightfully so.

I'm confused. Those with the June 22-29th timeframe (me included) originally had the "ships by June" timeframe before it updated. How did you get something different when you ordered? The 5-6 weeks is what is shows after they updated the timeframe to June 22-29th, not at the time of order.

 

[b3arclaw]

I'm confused. Those with the June 22-29th timeframe (me included) originally had the "ships by June" timeframe before it updated. How did you get something different when you ordered? The 5-6 weeks is what is shows after they updated the timeframe to June 22-29th, not at the time of order.

Right, I had a generic "June" placeholder, then I was updated to June 22-29th.
I asked their live chat team if the "Ships by" week range was from the date of order or from launch date.
That's when I got the answer of "date of order".

 

[payfields]

I don't see a runaround here.

I see an email and reply...

OP is fun at parties i bet.

 

[thewebb]

Right, I had a generic "June" placeholder, then I was updated to June 22-29th.
I asked their live chat team if the "Ships by" week range was from the date of order or from launch date.
That's when I got the answer of "date of order".

Oh I see. But the way you worded the question to Apple support is non-specific to your particular order. Its asking "if I got the shipping date of 5-6 weeks is that from the date of order or launch date" but we both know its neither because you didn't get that when you ordered, you got that a week or two ago when they updated the window. I would say just stick to your delivery window. Apple appears to always deliver before or at the beginning of those windows.

 

[Apfpilot]

I'm confused.

• When did you order
• When you ordered what date was quoted?
• If it was a specific date, did that date change?
• If it was a weeks timeline where are you in that timeline?

If you are outside of the date of expected arrival or outside of the shipment window then you have a legitimate complaint. If you are just wondering when that window will start then I'm afraid I have to say wait and see.

 

[b3arclaw]

Oh I see. But the way you worded the question to Apple support is non-specific to your particular order. Its asking "if I got the shipping date of 5-6 weeks is that from the date of order or launch date" but we both know its neither because you didn't get that when you ordered, you got that a week or two ago when they updated the window. I would say just stick to your delivery window. Apple appears to always deliver before or at the beginning of those windows.

Sorry, I shouldn't have cropped the screenshot. I did give my delivery date and he said they're unfortunately behind on fulfilling orders. I know it'll be here (eventually) I just wish there was a more definite answer as to what the generic placeholders meant.

 

[jwball]

I ordered mine on the 10th, was quoted 27th May - 6th June for delivery and it arrived on the 22nd May. I can't fault them really.

 

[Subdiv]

Direct quote from Apple Store Shipping and delivery page:

Occasionally, we will confirm ship and delivery times, then learn we are unable to fulfill the order due to low product availability. In these rare cases, we will notify by email of the new ship and delivery times.

If they have missed OP's quoted delivery time without updating via email, a complaint is warranted. However, they can ship whenever they are able to without violating a customer's rights.

 

[KateGladstone]

Not to be offensive, or rude or anything, (really just curious) but if it was so important to you, why didn't you order online at 3:14am (eastern) when they opened the store on the web. I know the app didn't take gift cards and was opened first, but the webstore opened around 3:14am. Surely, you would have your watch by now.

I ordered my wife's 38mm Modern Buckle at 3:04am, and it still didn't come till this past Tuesday 5/19.

It's not like you are never going to get it, unlike some items which only come around once.

I actually considered forgoing use of the gift card, but gave up on that plan at 3:12 when I'd been trying to get onto the web-store for 12 minutes.

----------

Direct quote from Apple Store Shipping and delivery page:

Occasionally, we will confirm ship and delivery times, then learn we are unable to fulfill the order due to low product availability. In these rare cases, we will notify by email of the new ship and delivery times.

If they have missed OP's quoted delivery time without updating via email, a complaint is warranted. However, they can ship whenever they are able to without violating a customer's rights.

They indeed did NOT update via e-mail after missing the quoted delivery window. This is one thing that the most communicative rep (Corey) indeed has asked me about, and to which I have answered ... I continue to wait ..l

 

[KateGladstone]

I'm confused.

• When did you order
• When you ordered what date was quoted?
• If it was a specific date, did that date change?
• If it was a weeks timeline where are you in that timeline?

If you are outside of the date of expected arrival or outside of the shipment window then you have a legitimate complaint. If you are just wondering when that window will start then I'm afraid I have to say wait and see.

Answers:

/1/ —
I ordered on April 10 at 7:24 AM Eastern time — placing the order by phone

/2/ and /3/ —
The delivery date that was originally quoted to me, during the conversation, was "April 24 to 27" However, the order screen (once the order was placed) read "June" — until late April, when at some point (somewhere between April 22 and 28) it changed to "May 29-June 11" accompanied by the timeline "4 to 6 weeks": this was done without any e-mail notification to me, so I discovered it by accident when I began checking my order screen daily.

/4/
Given Friday's (May 22) written statement to me, by the rep who took my order, that the 4-to-6-week timeline began on my order date, I am nowhere "in" the timeline, but outside the timeline (on the wrong side of it) by 11 days. However, if that written statement is considered to be superseded by the later oral statement (today, May 26) made to me by a different sales rep, that the timeline is "merely an estimate" and should not be considered binding, then it does not matter where I am on, or off, the timeline — the timeline could as easily and meaningfully read "4004 BC" or "Christmas in the year 2117" or "on an undisclosed date in an undetermined month and year."

 

[commad]

They indeed did NOT update via e-mail after missing the quoted delivery window. This is one thing that the most communicative rep (Corey) indeed has asked me about, and to which I have answered ... I continue to wait ..l[/QUOTE]


They missed the quoted "delivery window"? huh?

Answer these questions:

1. When you were ordering the watch. On the order page BEFORE you confirmed your order.. did it say "JUNE" estimate?

2. When you first saw "4-6 weeks" on your order page, didn't it also say "delivery by May 29-June 11"?


I'm guessing the answer to both these questions is yes. So, you are wrong, they have not missed your quoted delivery window. So what is the big complaint about? I had the exact same situation as you and I have never felt mislead. I thought it was very clear from before I even ordered the watch. It said "June".. it was then updated to "May 29-June 11". I know I will get my watch during or before that period. If I don't, then maybe I can complain.

If you have something that says "4-6 weeks" and right below it, it says "May 29-June 11"... I think common sense tells you which one of those is the one that is more pertinent.

 

[rhsmd1]

Answers:

/1/ —
I ordered on April 10 at 7:24 AM Eastern time — placing the order by phone

/2/ and /3/ —
The delivery date that was originally quoted to me, during the conversation, was "April 24 to 27" However, the order screen (once the order was placed) read "June" — until late April, when at some point (somewhere between April 22 and 28) it changed to "May 29-June 11" accompanied by the timeline "4 to 6 weeks": this was done without any e-mail notification to me, so I discovered it by accident when I began checking my order screen daily.

/4/
Given Friday's (May 22) written statement to me, by the rep who took my order, that the 4-to-6-week timeline began on my order date, I am nowhere "in" the timeline, but outside the timeline (on the wrong side of it) by 11 days. However, if that written statement is considered to be superseded by the later oral statement (today, May 26) made to me by a different sales rep, that the timeline is "merely an estimate" and should not be considered binding, then it does not matter where I am on, or off, the timeline — the timeline could as easily and meaningfully read "4004 BC" or "Christmas in the year 2117" or "on an undisclosed date in an undetermined month and year."

So cancel your order, stop whing and move on.
it's not a life and death item.
everyone on this forum has had to wait for their watch.
you should be able to get it in a store sometime in june, according to Tim.
your window is 5/29-6/11.
it should arrive in that time frame, as everyone on this forum who was quoted a date window will attest.

 

[Apfpilot]

Ok, so I guess at this point the big question is. Why didn't you (or did you?) Raise the issue with Apple when your delivery date appears to have slipped the first time (from the quoted lead time on the phone to what the order confirmation email showed.)

The next question is did you inquire about Apple why the ambiguity between Weeks and Dates? Looking back at my order confirmation I only had dates not both weeks and a date. Granted that may be because I was in the early group so maybe someone else can share their experience.

 

[iConnected]

because if a delivery date has been missed and you've been getting answers of the type that OP says they have that isn't acceptable. I've seen people waste executive customer support on much more trivial issues.

I must have missed the post that explained when a firm delivery date was missed (by which I mean I didn't, because there is no such thing).

Regarding contacting the exec team over this, do you seriously consider this to be a non-trivial matter?

Apple executive customer support is not there to deal with trivial issues (no matter what you might have seen other people contact them about).

Nor are they are a personal hotline for folks who don't want to "bother with lower level sales and support".

 

[FreakinEurekan]

https://secure.store.apple.com/orderstatus

That will show the expected date range of arrival. It might change based on manufacturing issues. You can badger the sales rep all you want, if they tell you anything other than the date range listed on your order - they're probably just making something up to appease you.

 

[KateGladstone]

/1/
The order page was not viewable by me at the time, as I was was NOT able to get the order site to open and allow me to start an order, which id one reason I ordered by phone.

/2/
Yes, and I asked about the discrepancy, and was tol. Y phobe (at the time) that it was not a discrepancy: that both date ranges indicated the same dates (calculated from the date of sale: April 10) and that both were correct. When I questioned this on grounds of arithmetic, i was told to rely on the dates as given.

Re common sense: to what extent can this be applied o a statement that two discrepant date-ranges are identical and are equally reliable?

They indeed did NOT update via e-mail after missing the quoted delivery window. This is one thing that the most communicative rep (Corey) indeed has asked me about, and to which I have answered ... I continue to wait ..l

They missed the quoted "delivery window"? huh?

Answer these questions:

1. When you were ordering the watch. On the order page BEFORE you confirmed your order.. did it say "JUNE" estimate?

2. When you first saw "4-6 weeks" on your order page, didn't it also say "delivery by May 29-June 11"?


I'm guessing the answer to both these questions is yes. So, you are wrong, they have not missed your quoted delivery window. So what is the big complaint about? I had the exact same situation as you and I have never felt mislead. I thought it was very clear from before I even ordered the watch. It said "June".. it was then updated to "May 29-June 11". I know I will get my watch during or before that period. If I don't, then maybe I can complain.

If you have something that says "4-6 weeks" and right below it, it says "May 29-June 10"... I think common sense tells you which one of those is the one that is more pertinent.[/QUOTE]

----------

I asked about delivery date issue when first itvslipped — and was told that I simply needed to be patient because the vague date (June) was being provided until the actual date and time of shipment could be determined.

When I asked about the contradiction between weeks and dates, i was told that this was not a contradiction.The representative did not tske seriously my objection. to that claim, amd would not follow along as I did the math. He said I needed to not worry about this because the watch would eventually ship.

Ok, so I guess at this point the big question is. Why didn't you (or did you?) Raise the issue with Apple when your delivery date appears to have slipped the first time (from the quoted lead time on the phone to what the order confirmation email showed.)

The next question is did you inquire about Apple why the ambiguity between Weeks and Dates? Looking back at my order confirmation I only had dates not both weeks and a date. Granted that may be because I was in the early group so maybe someone else can share their experience.

 

[commad]

"When I questioned this on grounds of arithmetic, i was told to rely on the dates as given."

**So, why is it you didn't you listen to them and rely on the "dates as given"? "4-6 weeks" is NOT a date. May 29-June 11th are dates. Seems clear.

Re common sense: to what extent can this be applied o a statement that two discrepant date-ranges are identical and are equally reliable?

**SPECIFIC dates in a "delivery" range would seem to be more accurate then a range of weeks, I do still think that this is common sense. If it wasn't common sense, then i'm guessing a lot more people would be making crazy calls to Apple like you have. But most don't make these crazy calls. Most people saw the same exact order update screen as you and realized they would get their watches May 29-June 11 or sooner.

 

[Apfpilot]

I must have missed the post that explained when a firm delivery date was missed (by which I mean I didn't, because there is no such thing).

Regarding contacting the exec team over this, do you seriously consider this to be a non-trivial matter?

Apple executive customer support is not there to deal with trivial issues (no matter what you might have seen other people contact them about).

Nor are they are a personal hotline for folks who don't want to "bother with lower level sales and support".

Yeah I apparently misread what the OP was talking about with the delayed timeline. As I said in subsequent posts if they haven't missed a deadline there really isn't anything else they can say at this point and going to executive customer support would be a waste.

 

[exxxviii]

The delivery date that was originally quoted to me, during the conversation, was "April 24 to 27" However, the order screen (once the order was placed) read "June" — until late April, when at some point (somewhere between April 22 and 28) it changed to "May 29-June 11" accompanied by the timeline "4 to 6 weeks": this was done without any e-mail notification to me, so I discovered it by accident when I began checking my order screen daily.

I noticed that you are also active on the 42mm Space Grey (May 29th - June 11th) thread. It looks like your timing is consistent with everyone else reporting over there. Others are reporting shipment notifications that ordered about an hour ahead of you, so you probably have another day or so before you get your shipment notification.

Your only hitch may be that the phone person verbally gave you a April 24 to 27 date during the order, but everyone else ordering online was seeing June. So, that was potentially bad information given by the CSR. I have noticed that Apple has updated the order timelines on Friday's, and I only got one email notification of a change. So, your experience may be consistent in that regard as well.

Report in in three days. I bet your have your watch by then.

 

[KateGladstone]

"When I questioned this on grounds of arithmetic, i was told to rely on the dates as given."

**So, why is it you didn't you listen to them and rely on the "dates as given"? "4-6 weeks" is NOT a date. May 29-June 11th are dates. Seems clear.

The reps each referred to the date range (4-6 weeks) as a "date," and specifically said that this range was one of the two (purportedly equivalent) "dates" that I was to trust.
Since they dismissed the evidence of arithmetic, I had no reason to expect them to care about English.