I like how Apple bragged about launching in "22 countries around the world" when they could only put 20+ damn phones in the stores... I can't wait until they launch the other 70+ countries...
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
ATT [and Apple] drop the ball: Please rant here
- Thread starter animenick65
- Start date
- Sort by reaction score
9838 reasons not to be so quick to forgive Apple
I'm amazed at the number of people who are willing to let Apple off the hook for this unbelievable snafu with the Firmware update. For all the planning, pre-selling, hype-building and praise bestowed on the company for the product, this kind of utter failure for a new product launch is unacceptable. To make matters worse, there has been no official recognition of the problem from Apple, and even if you want to talk to someone, you can't - I tried calling support this morning, only to get a recording that said "you will need to speak with a representative, and none are available, so goodbye". Click. Are you kidding me? Talk about being kicked when you're down.
I'm a huge Apple fan. I think their product design is second to none, and the usability of their phones and computers is far superior to any competitors. However, I do NOT agree that "oh, we should all be patient, after all, there are a lot of us trying to download the update" is a deserved response. There are many things they could be doing to alleviate the situation, including posting directions on how to downgrade to 1.1.4 so I can use my iPhone for more than propping open the door to my office.
As a marketing professional, I'm struck by the sheer power of the Apple brand and its ability to elicit empathy from customers. I'm seeing the kind of rationalization and forgiveness one would normally reserve for a new dog who felt the need to "drop a deuce" in the living room....oh, he just couldn't help it.
Imagine if we all went out to buy a new drink from Coke that made us all sick...would you forgive them because "well, they just didn't have time to run enough tests on it". I don't think so.
I'll go back to my "click-ok-now-click-music-now-click-iphone-and-watch-as NOTHING-happens" attempt to finish this update process.
I'm amazed at the number of people who are willing to let Apple off the hook for this unbelievable snafu with the Firmware update. For all the planning, pre-selling, hype-building and praise bestowed on the company for the product, this kind of utter failure for a new product launch is unacceptable. To make matters worse, there has been no official recognition of the problem from Apple, and even if you want to talk to someone, you can't - I tried calling support this morning, only to get a recording that said "you will need to speak with a representative, and none are available, so goodbye". Click. Are you kidding me? Talk about being kicked when you're down.
I'm a huge Apple fan. I think their product design is second to none, and the usability of their phones and computers is far superior to any competitors. However, I do NOT agree that "oh, we should all be patient, after all, there are a lot of us trying to download the update" is a deserved response. There are many things they could be doing to alleviate the situation, including posting directions on how to downgrade to 1.1.4 so I can use my iPhone for more than propping open the door to my office.
As a marketing professional, I'm struck by the sheer power of the Apple brand and its ability to elicit empathy from customers. I'm seeing the kind of rationalization and forgiveness one would normally reserve for a new dog who felt the need to "drop a deuce" in the living room....oh, he just couldn't help it.
Imagine if we all went out to buy a new drink from Coke that made us all sick...would you forgive them because "well, they just didn't have time to run enough tests on it". I don't think so.
I'll go back to my "click-ok-now-click-music-now-click-iphone-and-watch-as NOTHING-happens" attempt to finish this update process.
Had a similar situation here in Orlando. I went to one of the Apple Stores here figuring they'd have a lot more stock than AT&T. I get to the mall and the line was huge. After about an hour of waiting, an Apple store employee is coming down the line stating that if we are existing AT&T customers and have a "foundation" number on our account, we'd have to go to AT&T to buy a phone, Apple cannot sell you the phone. A lady in front of me asked what a foundation number was and he said he was not sure but he thought it was a charity or student discount. He advised that if we weren't sure to call AT&T at 611 from our cell phones.
I called and found out I did have a foundation number and that it was basically Apple's way of saying corporate discount. I left the line and went to a nearby AT&T store that I have been doing business at for years. I get there and there are about 50 people in line. almost 9am now, and everyone is upbeat and friendly. While waiting an employee came out and said they were running low on 16GB models, but had plenty of 8GB's, which was cool since I only wanted the 8GB.
While waiting, Fed Ex pulls up and delivers several boxes with an Apple logo on the label (according to someone who saw the label closer up in the front of the line). Everybody is getting psyched that there is more stock. line is moving slowly, but people are leaving with iPhones in their blue bags.
Getting close to the door now and a manager comes out and says he has good news and bad news, Good news is they got a shipment of phones in, bad news is that they are for tomorrow and they only have a few left for today. Only fullfillment orders after the last few are sold.
I finally get in the store and am asked what I needed, I say an 8GB iPhone, ad am told "Sorry we are sold out of the iPhone for today. You can come back tomorrow since we have our shipment for tomorrow, or we can order you one that you can pick up in 7-10 business days." What, you are telling me you have the phone in stock, but you're not selling me one and if I order one it's going to take a week or more to get? That is insane. You have a line of people waiting for hours outside in the 90plus degree heat and now you can't sell them a phone that you announced you have in stock for tomorrow. On top of that you want me to order it and come back next week to pick it up? reply was that way I am guaranteed to get one without driving back and forth. " Well you could always wait in line tomorrow and try to get one tomorrow, we just can't sell anymore today."
What type of idiot made those rules up?
I called and found out I did have a foundation number and that it was basically Apple's way of saying corporate discount. I left the line and went to a nearby AT&T store that I have been doing business at for years. I get there and there are about 50 people in line. almost 9am now, and everyone is upbeat and friendly. While waiting an employee came out and said they were running low on 16GB models, but had plenty of 8GB's, which was cool since I only wanted the 8GB.
While waiting, Fed Ex pulls up and delivers several boxes with an Apple logo on the label (according to someone who saw the label closer up in the front of the line). Everybody is getting psyched that there is more stock. line is moving slowly, but people are leaving with iPhones in their blue bags.
Getting close to the door now and a manager comes out and says he has good news and bad news, Good news is they got a shipment of phones in, bad news is that they are for tomorrow and they only have a few left for today. Only fullfillment orders after the last few are sold.
I finally get in the store and am asked what I needed, I say an 8GB iPhone, ad am told "Sorry we are sold out of the iPhone for today. You can come back tomorrow since we have our shipment for tomorrow, or we can order you one that you can pick up in 7-10 business days." What, you are telling me you have the phone in stock, but you're not selling me one and if I order one it's going to take a week or more to get? That is insane. You have a line of people waiting for hours outside in the 90plus degree heat and now you can't sell them a phone that you announced you have in stock for tomorrow. On top of that you want me to order it and come back next week to pick it up? reply was that way I am guaranteed to get one without driving back and forth. " Well you could always wait in line tomorrow and try to get one tomorrow, we just can't sell anymore today."
What type of idiot made those rules up?
If it's true that iTunes servers are down, that's apple's fault.
If it's true apple gave approximately 20 - 40 iPhones per att store, that's apple's fault.
If it's true apple gave att instructions not to tell customer's in line how many iPhones were available, then that's apple's fault too.
Apple is looking very much like Microsoft right now.
If it's true apple gave approximately 20 - 40 iPhones per att store, that's apple's fault.
If it's true apple gave att instructions not to tell customer's in line how many iPhones were available, then that's apple's fault too.
Apple is looking very much like Microsoft right now.
I am surprised that some of the AT&T stores were not offering Priority Shipping (2 day). It was an extra $ 15 for it. I just received an email for one of two I had ordered. I feel slightly relieved. The whole situation still is horrible on so many different levels. Before receiving the email, I resigned myself to the fact that I had waited a year for this and a few more days would not be such a bad thing. Who knows? My Mobile Me may start working and the server issues should be resolved by the time I receive my phones.
To be fair, at least in my location, there was a period of time where the AT&T servers (where they checked your upgrade, renwed your contract, etc.) was down as well (not just the Apple un-bricking iTunes servers). So AT&T has some blame too.
The folks at my Apple store were actually pretty cool about it. Not taking the balme for it themselves (which they shouldn't) but putting the weight on Apple.
The folks at my Apple store were actually pretty cool about it. Not taking the balme for it themselves (which they shouldn't) but putting the weight on Apple.
AT&T ruined the only thing they had going for them
AT&T ruined the beautiful thing called the iPhone. Last year was wonderful, spent my time in line, went home, and signed up. It just worked. This year i waited in line for 3 hours, while the 20 people ahead of me went in 1 at a time to sign up at the AT&T store. Then when i went in, they just told me no because of a new rule only in affect on the iPhone, because it was my dads account, any other phone would have been fine. They could have told me while i waited in line, poor managment on their part.
AT&T ruined the beautiful thing called the iPhone. Last year was wonderful, spent my time in line, went home, and signed up. It just worked. This year i waited in line for 3 hours, while the 20 people ahead of me went in 1 at a time to sign up at the AT&T store. Then when i went in, they just told me no because of a new rule only in affect on the iPhone, because it was my dads account, any other phone would have been fine. They could have told me while i waited in line, poor managment on their part.
I agree. They are both to blame... However, I'm going to put most of it on Apple since they control the stock, and it was their reason to launch in 22 countries, knowing they don't have enough phones. On top of that, their iTunes server fails and their updates are bricking phones... At least Mobile Me works tho
Sorry, Apple ruined the experience. No other phone that ATT has is as costly monthly, nor the strict(dumb) regs that apple put forth.
I'll stick with my Blackjack for now.
5 Stars!!!
This is one of the best posts I've seen. Kudos to chitown72 for articulating the problem so well.
This is one of the best posts I've seen. Kudos to chitown72 for articulating the problem so well.
I love how people love to hate because there is too much love for a lovely product.
Just suck it up, and go back in a week.
BTW, I switched from Vz (whom I love), but nothing compares to the iPhone. Best business tool I've ever owned.
Just suck it up, and go back in a week.
BTW, I switched from Vz (whom I love), but nothing compares to the iPhone. Best business tool I've ever owned.
Did you get a iPhone 3G today? If so, you cant tell anyone that, and Im sure you'd be singing a diffrent tune if you didnt.
I just wish there was more stock, launching worldwide really caused a shortage, the fact my ATT store only got in 8 makes me a bit bummed and bitter.
I've seen more console available on launch than this.
With servers crashing, processes not working...
This sounds like the Apple version of Vista. For Apple to not anticipate the 1st day demand on their servers is just flat out dumb. Servers going down...in 2008? Come on Apple, where was the built in redundancy?
Heck, THEY created the pent up demand for the product coupled with a worldwide launch. And now there appears to be software issues and general activation issues. The other issue is forcing people to be stuck with AT&Ts scatilogically smelling network.
AND MobileMe....well, enough said....
I own and love my MBP. I think OSX is the best OS I've work with. I appreciate Apple's customer service for its products. On the other hand, this launch was mismanaged pure and simple.
This sounds like the Apple version of Vista. For Apple to not anticipate the 1st day demand on their servers is just flat out dumb. Servers going down...in 2008? Come on Apple, where was the built in redundancy?
Heck, THEY created the pent up demand for the product coupled with a worldwide launch. And now there appears to be software issues and general activation issues. The other issue is forcing people to be stuck with AT&Ts scatilogically smelling network.
AND MobileMe....well, enough said....
I own and love my MBP. I think OSX is the best OS I've work with. I appreciate Apple's customer service for its products. On the other hand, this launch was mismanaged pure and simple.
My day from hell trying to get an iPhone 3G
I arrived at the Apple store around 5:45 am and was 15th in line. An Apple employee came around asking us to make sure we were upgrade eligible. I knew I was eligible but went ahead and called ATT anyways just to make sure. I was happy to learn that I was indeed eligible to purchase the new iPhone. I do no have a corporate or business account and do not have any discounts attached to my phone. I am a current iPhone owner and have been so since 2 weeks after its launch a year ago.
When I finally made it into the store and was about to purchase an iPhone I was shocked to hear the Apple employee inform me that they were receiving an error code, "ICU", or something like that. They told me I would have to purchase the phone at an ATT store. I was obviously disappointed at this point due to the fact that I had waited in line for nearly 2 and a half hours and I knew that the ATT stores would probably be sold out by now.
An Apple employee by the name of Meghan was extremely helpful. She called ATT and tried to figure out what was wrong. They informed her that my phone was not upgrade eligible since I just purchased it recently. This was not true at all. I actually purchased the phone 2 weeks after it was launched a year ago. After discussing the problem with ATT some more she actually managed to convince them to manually activate and upgrade my account. Meghan informed me that I would have to go to the ATT store and sign a contract and then have them reverse the upgrade and deactivate the phone so she could try to activate it again.
Apparently there was no way for Apple to sell me the phone without getting past that error code. I then proceeded to the ATT store to explain to them the situation and see if they could help. They did not have a clue as to what the problem was and what Apple needed them to do. After talking to the ATT manager for a few minutes she decided to walk over to the Apple store to try to get a better understanding what the problem was.
We then walked back over to the Apple store. The ATT manager made a couple of phone calls to have the upgrade/activation reversed but this still didn't work. What was even more frustrating that the fact that the ATT manage informed me that I would now have to pay the full price of $499 for the phone since I just upgraded my account. I didn't understand why I would have to pay $200 extra for a phone due to ATT's screw up.
This was very frustrating due to the fact that ATT had some glitch in their system stating that I was not upgrade eligible when I actually was. I was actually also disappointed with Apple since they had no contingency plan in case this sort of thing happened. They had absolutely no way to override the error code and sell me a phone even though they new I was eligible etc. What made if even more frustrating was that Apple had a phone they were holding for me and wanted to sell me but couldn't and ATT had my contract upgraded and activated but didn't have any phone to sell me.
After spending 6 hours going through this ordeal it goes without saying that I am very tempted to pay the money I was going to pay for the phone to cancel my account with ATT. Apple and ATT really screwed this one up big time.
I arrived at the Apple store around 5:45 am and was 15th in line. An Apple employee came around asking us to make sure we were upgrade eligible. I knew I was eligible but went ahead and called ATT anyways just to make sure. I was happy to learn that I was indeed eligible to purchase the new iPhone. I do no have a corporate or business account and do not have any discounts attached to my phone. I am a current iPhone owner and have been so since 2 weeks after its launch a year ago.
When I finally made it into the store and was about to purchase an iPhone I was shocked to hear the Apple employee inform me that they were receiving an error code, "ICU", or something like that. They told me I would have to purchase the phone at an ATT store. I was obviously disappointed at this point due to the fact that I had waited in line for nearly 2 and a half hours and I knew that the ATT stores would probably be sold out by now.
An Apple employee by the name of Meghan was extremely helpful. She called ATT and tried to figure out what was wrong. They informed her that my phone was not upgrade eligible since I just purchased it recently. This was not true at all. I actually purchased the phone 2 weeks after it was launched a year ago. After discussing the problem with ATT some more she actually managed to convince them to manually activate and upgrade my account. Meghan informed me that I would have to go to the ATT store and sign a contract and then have them reverse the upgrade and deactivate the phone so she could try to activate it again.
Apparently there was no way for Apple to sell me the phone without getting past that error code. I then proceeded to the ATT store to explain to them the situation and see if they could help. They did not have a clue as to what the problem was and what Apple needed them to do. After talking to the ATT manager for a few minutes she decided to walk over to the Apple store to try to get a better understanding what the problem was.
We then walked back over to the Apple store. The ATT manager made a couple of phone calls to have the upgrade/activation reversed but this still didn't work. What was even more frustrating that the fact that the ATT manage informed me that I would now have to pay the full price of $499 for the phone since I just upgraded my account. I didn't understand why I would have to pay $200 extra for a phone due to ATT's screw up.
This was very frustrating due to the fact that ATT had some glitch in their system stating that I was not upgrade eligible when I actually was. I was actually also disappointed with Apple since they had no contingency plan in case this sort of thing happened. They had absolutely no way to override the error code and sell me a phone even though they new I was eligible etc. What made if even more frustrating was that Apple had a phone they were holding for me and wanted to sell me but couldn't and ATT had my contract upgraded and activated but didn't have any phone to sell me.
After spending 6 hours going through this ordeal it goes without saying that I am very tempted to pay the money I was going to pay for the phone to cancel my account with ATT. Apple and ATT really screwed this one up big time.
I've just wasted most of my day- I'd like it back.
Oakbrook, IL:
7am: In line with about 300 other people.
11am: I've moved about 50 feet (mostly due to people abandoning the circus). I give up, thinking, "I'll just come back later".
2pm: I go back to the mall thinking, "they've probably got things sorted out now." Nope- I see the same faces in line, they've moved about 100ft. I ask a guy near the end of the line about 12 people ahead- "How long have you been here"- he replies, "It took me an hour to get from where you're standing to where I'm standing".
Oh, and to make matters more fun, the Oakbrook location employs some idiot named "Mark" who provided valuable insights to basic questions.
Example:
Q: "Do you think you have enough phones in the event that I simply come back later today?"
A: "Well, if you get out of line, other people will take your place" (wow, he must be a "genious" from the "genious bar".
What a complete **** show.
It seems this is all the result of some good old fashioned corporate greed. ATT wants to be sure they hook you for a 2 year contract, and Steve wants to be sure he gets his kickback- so they're insisting on in-store activation.
Nice.
Oakbrook, IL:
7am: In line with about 300 other people.
11am: I've moved about 50 feet (mostly due to people abandoning the circus). I give up, thinking, "I'll just come back later".
2pm: I go back to the mall thinking, "they've probably got things sorted out now." Nope- I see the same faces in line, they've moved about 100ft. I ask a guy near the end of the line about 12 people ahead- "How long have you been here"- he replies, "It took me an hour to get from where you're standing to where I'm standing".
Oh, and to make matters more fun, the Oakbrook location employs some idiot named "Mark" who provided valuable insights to basic questions.
Example:
Q: "Do you think you have enough phones in the event that I simply come back later today?"
A: "Well, if you get out of line, other people will take your place" (wow, he must be a "genious" from the "genious bar".
What a complete **** show.
It seems this is all the result of some good old fashioned corporate greed. ATT wants to be sure they hook you for a 2 year contract, and Steve wants to be sure he gets his kickback- so they're insisting on in-store activation.
Nice.
I wonder if they're trying to create "wii" like hype. Make a limited amount, keep people talking and wanting it, but make it hard to get.
Get in here if you are not happy with today's experience
I know there's alot of us today who isnt happy with the launch experience, so we have to let the guy know what is going on (wrong) out there on the streets.
Email him your unhappy experiences.
sjobs@apple.com
edit: sorry if I double posted this thread.
I know there's alot of us today who isnt happy with the launch experience, so we have to let the guy know what is going on (wrong) out there on the streets.
Email him your unhappy experiences.
sjobs@apple.com
edit: sorry if I double posted this thread.
I guess this does create hype, but at what costs? At some point it will start to eat into your sales (even for Apple). New iPhone buyers are likely to buy no matter what, but current iPhone owners who were thinking of upgrading may just be turned off by the current situation.
I never thought my thread would get stickied when I posted it this morning! I'm glad it did though, good place for people to vent and clear their heads. Remember people, tomorrow is another day and chances are it will be less of a zoo.
I was #6 in line, so I got mine, but I was talking to a buddy behind me who was #30 and he said that when he got to the front, they announced they only had 7 phones left. And there were 100+ people in line. He told me people were screaming at the lady working outside. Not a smart move by ATT. At least tell the people so they didn't have to waste their time
Uh...that's what businesses do. They're not out to provide a service or product for the good of the people; they're in business to make money.