ATT [and Apple] drop the ball: Please rant here

[hard-case]

The only thing I'm mad about is having to go to the AT&T store because of my Corporate discount.

Granted I can understand the account is a little more complex. At least allow me to set-up the account through AT&T for the iphone and have a ticket / authorization form that allows me to purchase a phone from Apple.

I'm stuck waiting for my direct fulfillment order now :-(

I hear ya.

Got hit with the whole FAN thing when in line with a buddy. We both called and had it removed. His worked, mine got slammed with the IRU error. Popped over to a Corporate Store, had them look into it, they said it was now gone. Go back to Apple, still get the IRU error. Called AT&T, they said yes, it's gone, they blame Apple's system (yeah, right). So we tried running it through as a new order, and that worked (all info, from contact stuff to SS# is exactly the same as my old account). So I walked out with an iPhone. I figured I'd be able to talk with AT&T and get the situation resolved somewhat easily, as they've been very accommodating in the past.

Holy crap was I ever wrong. After working with some very pleasant CSR's on the phone (the reps at the Corporate Store were downright surly and insulting), I basically got told by a sup that the only option they can offer me ("Their hands are tied"...um...isn't it their system?) is to return the phone (getting hit with the restocking fee AND stuck 3-5 business days waiting for a return credit), then buy a new phone, and of course sacrifice a chicken and pray to the Elder Gods it'll work then because they have "no way to know" if it will or not.

I'm about halfway to saying screw it, canceling the new plan and eating the unsubsidized cost, unlocking the phone, and porting my old numbers to another provider. Hell, I even got slammed down about getting a SIM card for my old account!

 

[Sphyrna]

One analyst claimed selling a million this weekend. Given the lack of stock, long slow lines, and countless people walking away, they will sell no where near that.

I wonder if that's why AT&T are trying to get customers to do direct fullfillment? That way they can claim they sold X many even though only 1/4 of them actually have it in possession.

 

[xraydoc]

I find it hard to believe after all the similar troubles last year at the first launch that Apple and AT&T didn't plan ahead better. Servers crashing during peak sales hours? Virtually no customers in the UK on O2 getting activated? People waiting 3+ hours in line only to find out that some obscure issue was blocking their phones that only AT&T could rectify?

Sorry. Apple is a billion-dollar company. If I were a stock holder, I'd be right pissed at the apparent mismanagement. Even Fox and CNN have picked up on the situation.

And to top it all off, Apple insisted the MobileMe service launch at the SAME DAMN TIME, which of course was fubared as well.

Some times, Steve, I just don't get it. I hope Apple is making a ton of money with the AT&T partnership, because they'll need it to pay for their embarrassment.

 

[AboveTheChaos]

I find it hard to believe after all the similar troubles last year at the first launch that Apple and AT&T didn't plan ahead better. Servers crashing during peak sales hours? Virtually no customers in the UK on O2 getting activated? People waiting 3+ hours in line only to find out that some obscure issue was blocking their phones that only AT&T could rectify?

Sorry. Apple is a billion-dollar company. If I were a stock holder, I'd be right pissed at the apparent mismanagement. Even Fox and CNN have picked up on the situation.

And to top it all off, Apple insisted the MobileMe service launch at the SAME DAMN TIME, which of course was fubared as well.

Some times, Steve, I just don't get it. I hope Apple is making a ton of money with the AT&T partnership, because they'll need it to pay for their embarrassment.

Well, the thing is that for all the complaining and ranting going on people are still planning to get an iPhone eventually. Last year's problem didn't do any damage to their bottom line and they know it. As long as folks are willing to keep buying, Apple knows they can get away with anything they want. At my Apple store they're making folks who want to buy a computer or even need repairs wait in line with the iPhone people and they're actually doing it and waiting or coming back later. People are still planning to get Apple products because they're still the best option out there. Apple counts on that type of loyalty and will keep going.

 

[RetiredInFl]

There is no restocking fee. As for the credit, if you paid on a CC you get the credit immediately. About 2 hrs ago, one of the guys I work with just returned and got a refund on one he got yesterday. He absolutely hated it. What I couldn't understand is why they wouldn't transfer or resell it to me because I was more then willing to take it.

the only option they can offer me ("Their hands are tied"...um...isn't it their system?) is to return the phone (getting hit with the restocking fee AND stuck 3-5 business days waiting for a return credit),

 

[gcmexico]

5th avenue store was OUT OF CONTROL!! got there at 6:00 pm (yes I know it's late!!) did not leave with my fon till 12:15 am!!!! ALMOST 6 hours (and by the way no one left the line, everyone was there for the fon no matter what) Yes, it's only a fon, but once you're on the line, u just can't leave because if you leave without the fon, you'll tell urself, damn I just spent 2hrs of my life and got NOTHING!!...I know I waited 6hrs, but at least I got the fon! When I left, the line was still around the block, I bet there is still a line...I have never seen or experienced anything like this...can anyone think of anything that would make people wait 6hrs for??? I can't think of anything, yesterday was just out of control, I almost puked on that damn line, waiting so long!!!

 

[Macsterling]

Luckily for me things went smooth yesterday at the AT&T store I was at. I live in Dallas and go there at about 6 and was 17th in line and I knew they had 70 phones. 30 8G and 20/20 16gb white and black. So I knew I was good there. Luckily the rep that checked me out said that there is a problem with the system right now and could take 20-30 minutes to walk out with a working phone and asked if I would just rather do it at home which I agreed to do. Of course when I got home and it took about 15 minutes to finally have the iTunes Store authorize it. I left the store with my phone still wrapped in the box and I noticed when driving home that my original iPhone was showing no service so i guess when the rep scanned the box it activates through the system and he never asked me which plan etc so everything stayed the same so I guess I was one of the lucky one.

Now for my little rant, I was there last year on launch day and I thought things were a lot smoother than this year. You waited in line, you go in buy your phone and you leave. It was that simple, but nooooooo Apple and AT&T had complicate things this year especially apple. I mean, later in the day I wanted to go into the Apple store to get some docks and other things for my Macs and was told that I could not do so. I asked the lady so if I wanted to buy a new computer today I couldnt and she said no you will not or you will have to wait in line for 4-5 hours. So Saturday, the same thing. I go to a couple Apple stores and they would not let me go in and just shop around and again have to wait in line to do so. I think that is the dumbest thing Apple could do. I was very very disappointed with how they handled it this year. Luckily I was able to find an Apple store that would let me in just to buy things other than the iPhone which i already had. Of course I stood at the counter for 30 minutes with no one else in front of me just watching people do noting or changing trash and basically ignored me for that time. I know the employees have had a rough couple days from all the chaos but that is not my fault they chose to do it this way and mess things up badly.

Last year on launch day, I got my phone at 6:30, had it activated and synced up by 7:30 putting movies, music etc on it. Went to the Apple Store that night and was able to walk right in look for cases etc, no lines no thing like this year.People were still just walking right in buying the phones at 10 at night. Don't get me wrong, I love all my Apple products but they really screwed this release up big time this year. I just can't believe on the second and third days of release of the 3G you still have wait lines for over 5 hours just to get in a store. Apple lost out on a lot of other sales besides the phones this time.

My advice to Apple. DONT CHANGE SOMETHING THAT WORKED WELL LAST YEAR INSTEAD OF MAKING A BIG CLUSTER F*** AND DO THIS TO YOUR CUSTOMERS....

This thread said rant, so I feel better now that I go this off my chest and sorry if it was too long....

 

[woodekm]

Two days of sellouts at three local ATT stores and I'm tired of driving around, and calling and getting messages about how "everyone is busy helping other customers". "Shipments coming in" etc. What are they getting, like 20 phones a day? ("cant answer that"). I understand that when i do get through unfortunately, the rep doesnt have any answers for anything, making it difficult to make a decision to drive to the store (10-15 miles away). I could preorder the damn thing but now I dont want to wait a week (or so Im told - but "cant answer that" if it would be any sooner) why didnt they just take preorders LAST WEEK?!?

Tomorrow AM, Im driving 1.25 hours (each way) to the closest apple store. If they dont have the 16g black, Im coming home empty handed, and will NOT get the 3G this time. At this point it's the principle of the thing. I wont wait a week, a month etc. Ill stick to my 2G and wait till the next "Huge iPhone release" that hits the market. Maybe then they will have the "selling of products so we can pay for a service" down.

Probably not though.

Boy, am I GLAD I didnt sell my original phone.

 

[slippery-pete]

I find it hard to believe after all the similar troubles last year at the first launch that Apple and AT&T didn't plan ahead better. Servers crashing during peak sales hours? Virtually no customers in the UK on O2 getting activated? People waiting 3+ hours in line only to find out that some obscure issue was blocking their phones that only AT&T could rectify?

Sorry. Apple is a billion-dollar company. If I were a stock holder, I'd be right pissed at the apparent mismanagement. Even Fox and CNN have picked up on the situation.

And to top it all off, Apple insisted the MobileMe service launch at the SAME DAMN TIME, which of course was fubared as well.

Some times, Steve, I just don't get it. I hope Apple is making a ton of money with the AT&T partnership, because they'll need it to pay for their embarrassment.

AMEN!

5+ hours on Friday at a local Apple store only to get the dreaded "IRU" error over and over and over. Strange because I had my FAN number removed on Wednesday. At&T still doesn't know what the issue is and I still can't get an iPhone at an Apple store....oh and AT&T stores are sold out and they want me to direct order...was told 3-4 week wait.

 

[sozekizer]

third time's the charm?
let me start this rant by saying i've never seen macrumors time out as quickly as it has been tonight.

i'm surprised that neither AT&T nor Apple were prepared, technologically, to handle the loads that their servers would be expected to handle on Friday. That's a shame. I'm also surprised that neither corporation thought to send increased quantities to the AT&T stores since there are so many more of them around and so few Apple stores around comparatively.

thus ends the rant..

as far as my experience with my local AT&T store (bryant irvin in ft worth), the reps were great. all were very informative and helpful. i'm amazed all were smiling even after their very long day. i got there around 1045am and about 15 minutes later one of the reps came out to the 25 or so of us waiting and announced they were taking orders since they were out of stock. I only waited about an hour or so before being allowed in the store to place my order. btw, we were not pressured to purchase accessories as i've read on engadget and gizmodo. we were asked, certainly, but that's to be expected.
the crowd was very friendly and not, like has been posted here, angry. this is one of those times i'm thankful i live in an area where the people are friendly.

in the end, i'm glad i did not have the iphone yesterday. i'm porting from another carrier and could not afford to be without phone service. i eagerly await my shipment to arrive sometime in the next week.

 

[contempt]

So here's my experience:

Stood in line outside for 1.5 hours at the 5th Ave Apple Store. The Apple employees were great in that they were handing out bottles of water to everyone waiting (I gulped down 3). It was steaming directly in the sun. But there were a ton of employees walking up and down the lines asking if people had questions and most were informed of the server being down.

Once inside, stood in another line for about 15 minutes. Then was handed off to an Apple Specialist with those handheld devices. Went through the entire process only to be told I didn't qualify for the subsized pricing! What?! And I own a 1G iPhone. The Apple guy was great, tried it twice and nothing and then asked me to call ATT. Was on the phone with ATT for about 15 minutes (actually on hold for 12 minutes) and they said their computers showed everything was fine and he talked with the Apple guy. Apple guy said he'll try again and if it didn't show properly, he'd get his manager involved. When he tried again, all was fine and I did qualify. Sheesh, that was a pain.

Then when he swiped my credit card, his machine died. Got another machine, nothing. So he's apologetic and decided to pull out an old fashioned card swipe and then I was set. Told me to go over to get my iPhone activated. After all of this, instead of handing me off, he personally took me over and did the activation himself. Took a whopping 10 seconds!

Then I got the big applause from the employees. Not the same as last year when a handful of employees would cheer as everyone left, but still nice.

So not bad, but still very buggy.

 

[DiamondMac]

People are looking to blame someone and go extreme for their bad day yesterday and I understand. I would have been enraged if I had done what my 4 friends did and one of whom didn't even get a phone

Just would have completely set me off

Instead of complaining, I hope both companies LEARN from this.

If Apple can't handle the insane requests, next time roll out the software a bit earlier
If AT&T stores can't handle the people store wise, hire more or make sure people come in on their off-days

Adapt

 

[jturn00]

Stores can't handle the volume

I just got back from the 14th street ny store empty handed. The line was short (50 people or less) at around 10pm The store closes at midnight. They maybe handled 15 people. Everyone else was told to come back tomorrow. They had units just took them 30 minutes per customer and they only had 6 (or less) employees handling iphone purchases. (Why the other employees couldn't sell the iphone I don't know).

The 5th avenue stores stopped selling iphones at around 10pm. Or they weren't letting people get on line) since they knew they wouldn't be able to process the customers by tomorrow (the store is open 24/7).

At this rate, how will they sell 10 million phones? I will be holding off for now.

 

[DaPhatty]

Ability to handle the demand or not, it is clear that everyone will be able to get one from Apple if they really wanted to. I spent my Friday in two separate lines, AT&T in the morning and Apple (Palo Alto CA) in the afternoon. It was clear that Apple was hording the iPhones. Not once did I see the visible stack of phones whither away. They had those things stacked 5 or 6 high, 5 or 6 deep, and about 40-50 across. If you want one you will be able to get one.

 

[Diode]

Ability to handle the demand or not, it is clear that everyone will be able to get one from Apple if they really wanted to. I spent my Friday in two separate lines, AT&T in the morning and Apple (Palo Alto CA) in the afternoon. It was clear that Apple was hording the iPhones. Not once did I see the visible stack of phones whither away. They had those things stacked 5 or 6 high, 5 or 6 deep, and about 40-50 across. If you want one you will be able to get one.

A lot of us have accounts barring us from purchasing at Apple. If I could buy one at Apple I would have had one Friday.

 

[ItalianBoston]

Was anyone able to get in and out with their phone?

I would have if it wasnt for my discount. I left after 20 mins without a phone.

 

[trunksu]

i was in and out within 10min (on the first day and at the Apple store). i didn't have a corp discount so it was painless for me. the only painful part was the 6 hour wait (and i got there 6:30am).

i'm still happy even though it took so long. the only 2 things i wished they had done was notify people in the line WHY it was taking so long and maybe move it from Friday to the weekend.


I'd like to see the total #s of people buying an iPhone vs last year because it's been crazy to see how long the line is at the Apple store for the past 2 days (went there again Sat because friend wanted to check something out).

 

[ScottNWDW]

A lot of us have accounts barring us from purchasing at Apple. If I could buy one at Apple I would have had one Friday.

Same here. I WAS in line at the Apple store here in Orlando. After about an hour of waiting an Apple employee came out and told people that if they had a "foundation number" on their account they have to buy it at AT&T, not at Apple.

While waiting at the AT&T store they received a shipment of iPhones, the manager of the store confirmed that that's what the shipment was by stating about an hour later Good news is we received a shipment of iPhones, but we can't sell them today, you have to come back tomorrow. He's got a line of about 30 people in line willing to spend up to $500 and he's turning them away when the stock is in the back room of the store. I was previously a retail store manager and it goes against everything about retail I ever learned. Kind of like saying..."We have iPhones and you can't have one na na nana"

Basically he said that we have phones in stock, but today all you can do is direct fulfillment and wait 7-10 days or come back tomorrow take the chance of standing in line a second time for hours with the hope that we have enough to sell you one. We can't say how many we got.

After viviting a second AT&T store I did the direct fulfill. Asked about the priority shipping and they said that was unnecessary. They will be shipping these out ASAP and said that if I didn't have it by tomorrow night I would most likely have it by Monday.

He said that they wouldn't charge my card until the item shipped. Once my card was shipped I should have it the next day or in the case of the weekend Monday. Well later Friday night, my card was charged already when I checked the bank, so hoping that on Monday I will get my phone.

If I don't have it by Wednesday, I will have AT&T cancel the order, credit back my card immediately, and take my discount off the account On Thursday I will go to Apple and buy the phone and then go back to AT&T and put the discount back on the account.

 

[laubin]

Poor Planning On AT&T's Part

I waited in line at the AT&T store in Franklin, Massachusetts (USA) for about 2 hours and 15 minutes. I got there about 8:15 am EST. There we're about 40 people in line when I got there.

While standing in line we saw about 8 to 10 people leave with iPhones. The manager came out after a few people left with their phones to tell us they we're about out of them so we would either go without or order one and have it shipped.

This means that they sold about 12 at most and we're out of them. What kind of planning is that? As much advertising that they did and the build up that they created and then to only have a dozen units available? Of course the employees had THEIR iPhones already as they we're seen on their person!! I wonder how many of the stores allocation of iPhones went to employees instead of customers?

Then to top of all this, we HAVE TO PAY FOR THE SHIPPING ON THE PHONES THAT THEY SHOULD HAVE HAD IN-STORE!!!

Now when the phone comes in, I have to make another trip (15 miles) to have it activated!!

My God, how bad is that?

If I wasn't lusting for an iPhone 3G so badly I would have told them to kiss my a_ _!

This was all very poorly done. Of course this is all AT&T's fault no Apples..

laubin

 

[Espo]

A**hole AT&T rep.

so I was having a couple issues with the 3G coverage in my home. Basically I would get coverage in one area and not in another. So I called to ask him, if there was a reason for this, or may it be my phone. (considering I am paying for 3G coverage). The rep then says to me: what's the big deal, EDGE is almost jUst as fast, and the call quality is the same. . They run on the same network. I responded telling him that it's not the point, if I'm supposed to have coverage & I am paying for it, then I should have it. His explenation was that the house walls/TV/etc may block it.

I just got frustrated with his answer and hung up.

 

[bry223]

I waited in line at the AT&T store in Franklin, Massachusetts (USA) for about 2 hours and 15 minutes. I got there about 8:15 am EST. There we're about 40 people in line when I got there.

While standing in line we saw about 8 to 10 people leave with iPhones. The manager came out after a few people left with their phones to tell us they we're about out of them so we would either go without or order one and have it shipped.

This means that they sold about 12 at most and we're out of them. What kind of planning is that? As much advertising that they did and the build up that they created and then to only have a dozen units available? Of course the employees had THEIR iPhones already as they we're seen on their person!! I wonder how many of the stores allocation of iPhones went to employees instead of customers?

Then to top of all this, we HAVE TO PAY FOR THE SHIPPING ON THE PHONES THAT THEY SHOULD HAVE HAD IN-STORE!!!

Now when the phone comes in, I have to make another trip (15 miles) to have it activated!!

My God, how bad is that?

If I wasn't lusting for an iPhone 3G so badly I would have told them to kiss my a_ _!

This was all very poorly done. Of course this is all AT&T's fault no Apples..

laubin

I hear ya, my ATT store had a tent set up, with baloons and advertisments everywhere, yet they only got in 8 , yes 8 freakin iphones. Of course they didnt let us know this while they baited people inside so they can order them.

 

[JPIndustrie]

Hey, so much for:

"They won't sell out"

"I was able to waltz in the next day and pick one up in 10 minutes last year! We should be able to this year."

"They'll be plenty to go around, don't worry."

 

[dstrauss]

Here in Midland, TX we have only one AT&T store selling the phone. Friday was basically worthless. I drove by at 7:00 am - at least 100 people in line, and on Saturday was told by the doorman they sold out at 10:30 but took until 1:00 to fulfill those. Saturday, they open at 10:00, I got in a short line of 10 people at 11:00, and walked out activated at 11:40, and there were still phones to be had (and 10-15 in line).

I realize this is atypical by the posts on this board, but what I observed from this AND my experience on Friday trying to "side-grade" my iPhone 2g from the Thursday unofficial 1,2 (347) version of the OS to the 1,1 version, is:

1. The simultaneous release of V2.0 upgrade, MobileMe, and 3g iPhones (with associated activations) was an unbelievably big mistake, and I place that blame at Apple's feet - why, because every attempted activation, whether new 3g phones, or upgrades, hung up with an error message at the iTunes site for not being able to activate there.

2. I believe Apple chose not to roll out the v 2.0 upgrade the week before (to lessen the load on its servers) because many users would have marveled at how they get 80-85% of the 3g "experience" just upgrading the 2g.

3. And like the old joke about why rock stars marry supermodels; Apple did it "their way" because they can...all of us lemmings (me included) just keep lining up until we get our precious.

 

[gceo]

Just wait a week until things settle down. You'll be able to walk right up and buy one. I did this last year, and was happy not to wait in ANY lines.

 

[Sardukar]

If you are all stupid enough to

1) Not realise releases are bottlenecked in order to cause mayhem / press
2) Wait in line for an hour for a phone rather than wait a week and walk right up to get one

Then you deserve to waste your time.