iPhone Upgrade Program Causes Headaches on Launch Day Due to Limited Stock

[Digital Dude]

Funny, just went down to the Apple Store and asked about paying off the Citizen loan now. The guy looked at me like I was crazy. "You can just upgrade" he says. I told him that I can't upgrade and explained why. He called over his boss and his boss is also on the upgrade program and almost seemed to understand what the problem was but didn't quite grasp why I have better things to do than to check every day whether or not the exact iPhone configuration I want has arrived at a store near me and hope I can beat out every other chucklehead trying to buy the same phone.

There is 100% no way I will do the IUP going forward. I'm buying out the contract and selling the phone.

If it was what they said it was when they came out with the IUP, great, but let's assume that it takes an extra month or two to get an appointment to pick up the exact phone you want in store. You're paying your normal $40 a month while you wait. So, by the time you get your phone, it's going to be at least October if not November. Then you restart a new 2 year contract which you can upgrade in 12 months.

Then next year when they release the iPhone 8 in September you have to either wait until October or November or pony up $40 - $80 extra to get one at launch. Plus, they won't have enough phones for IUP anyway so you'll be in the same boat hitting the Apple site every day for a month or two waiting to get your phone. It's not just about wasting my time once to get the phone. They're going to waste your time every year.

Seriously, unless you need the phone financed, just paying the $1,000 or so up front is a clear winner. Apple sold this as "the easiest" way to upgrade but it's clearly not. For me, I was simply looking to avoid getting lowballed by Apple and trade-in houses on my old phone or the hassle of selling it online. That's what made it attractive but if Apple is going to screw you over every year and make you check back every day, well, it's not worth the hassle.

I agree but what is IUP stand for anyway? I have a pretty good guess but I don't want to look any more foolish than I have to.
Apple Customer since 1983 - yes I'm old

 

[thefarang]

I agree but what is IUP stand for anyway?

iPhone Upgrade Program

 

[Cineplex]

No one is saying our life is over. But I'd bet you'd be somewhat perturbed if you paid for a service and then weren't allowed to use the service when you wanted to.

That's great and all....but where does it say the service guarantees you can pre-order every iPhone and guarantees you'll get it on launch day? I don't see it anywhere in writing! This is a classic case of people thinking they are entitled to something they are not. Poor poor iPhone program members....can't prove they are better than everyone else. So sad.

 

[bean dip]

I did mine at 9 this morning and got a September 23 date of arrival.

 

[OneTraveler]

So, it's a bit of a TL;DR situation, but just to summarize & clarify: IUP members who want to "re-up" this year MUST pick up phone/swap at a local Apple Store? No remote/mail option? That's going to prove to be a problem next year. (was able to signup for program with phone I wanted last night)...

 

[colbertnation]

For a phone that 'everyone' says is going to flop, it sure sold out quickly.

Yeah, because there wasn't enough supply. In fact, less supply than the 6S launch.

 

[bdub786]

That's great and all....but where does it say the service guarantees you can pre-order every iPhone and guarantees you'll get it on launch day? I don't see it anywhere in writing! This is a classic case of people thinking they are entitled to something they are not. Poor poor iPhone program members....can't prove they are better than everyone else. So sad.

You don't get it. The iPhone upgrade people aren't saying they were entitled to priority. I logged in the same time as everyone else. If your local store wasn't slated to have the exact model you wanted, there wasn't a way to reserve at first availability like every other means of buying the phone. It forced people in the upgrade program to either buy it full price (which guarantees a delivery timeframe) or log in to check their local store's availability everyday (no certainty on when the phone would be available). It HURT your chances of getting the phone you wanted quickly, which is why any of us who were foolish enough to sign up for the upgrade program the first time around know better and are warning the rest of you to steer clear. Some of these people who sat there clicking refresh at 12:01 PT won't get a phone until November even though people who logged in later have deliveries showing up in September or October. Apple screwed up. Plain and simple.

 

[thefarang]

So this is not just about getting a new iPhone every year. It's about getting THE new iPhone on launch day every year. Is it in the iUP agreement that you are guaranteed the new iPhone at launch every year? Everyone wants the new iPhone NOW but that is clearly not possible. Start using the iPhone upgrade program in November and you could probably upgrade every year with no problem but nothing is certain.

I think you want to project something onto what I'm saying that I'm not saying.

Yes, I do want a specific phone. I don't want a Rose Gold phone (sorry, if you like that color) so if that is all they have left, put me on the waiting list until the phone of my specs comes in.

IUP also didn't say, "You'll get whatever phone we decide to give you" either.

Listen, the way that it was pitched is that when it came time to upgrade, you simply reserve your phone like you normally would, and then you come in and turn in your old phone and they give you the phone you reserved.

I don't expect it to be launch day. But if I'm looking at a phone in one browser window and I can order it and have it shipped to my house and delivered on launch day, and in the other browser window I'm being told that I can't upgrade to that same phone and that I can't even make a reservation, that I have to come back on Sept 17 and check if the phone I want just happens to have been shipped to a local Apple Store and if not, I have to keep checking back every day until I can find it and make a reservation, then I'm calling BS.

Even if they said, "Sorry, you can't get it on launch day but we're reserving one for you and sometime within 2 - 3 weeks of launch, we'll email you and let you know what day you can go pick it up."

I'm fine with that too.

But I'm literally worse off than if I had never joined IUP. Before IUP I always bought my phone unlocked for cash and IUP seemed to be promising a smoother experience.

It's not smoother. It's entirely screwed up and will result in it taking longer for me to get a phone than if I hadn't ever done IUP.

Get it now?

It's like being in line at the grocery store and the manager comes up to you while you're in line and says, "Have you joined our loyalty program, sir?" You respond, "Yep" and then he asks you to go to the end of the line and let everyone else go ahead of you.

 

[Jimpilot]

And the extra couple of payments you make while waiting is in fact a price increase.

 

[mhornback2]

This is what annoys me. Over the last few days, this is what I found about the upgrade program on the site. First to join, first to upgrade, eh? And yet when I tried to upgrade, all of the 256 MB, all the black, were gone right after midnight. How is that first to upgrade?

And just like others have said, if in the program, we aren't even able to buy online unless we want to be paying for two phones at the same time. Not cool, Apple!

Hopefully they figure something out by 9/17, or us Upgrade people may riot!

 

[Weaselboy]

That's great and all....but where does it say the service guarantees you can pre-order every iPhone and guarantees you'll get it on launch day? I don't see it anywhere in writing! This is a classic case of people thinking they are entitled to something they are not. Poor poor iPhone program members....can't prove they are better than everyone else. So sad.

Have you even read the thread at all before making your rude and condescending comments?

People completely understand if the iPhone model they want is sold out, but that is not the complaint. The issue is if you are trying to order under the iPhone Upgrade Program you are unable to order from Apple for delivery to the Apple Store like everybody else is. Your order comes out of the stock for your particular Apple Store.

So you have two scenarios.

1. I go online and order my phone shipped from Apple for pickup at my local Apple Store. No problem.

2. People try to place that same order under the Upgrade program and they are told no phones are available at that store.

Do you see the problem and the source of the frustration? If you had not been enrolled in this program, Apple would have shipped your phone for pickup at the store, but because you are in this program, your order cannot be shipped and must come from store stock.

This is made more annoying because there is no way to go ahead and order for a later pickup date like you can with a non Upgrade program purchase.

It does not sound like you are part of the Upgrade program anyway, and you just came here to make smart ass remarks.

 

[mhornback2]

That's great and all....but where does it say the service guarantees you can pre-order every iPhone and guarantees you'll get it on launch day? I don't see it anywhere in writing! This is a classic case of people thinking they are entitled to something they are not. Poor poor iPhone program members....can't prove they are better than everyone else. So sad.

This is what was on the Apple website just yesterday.

 

[Digital Dude]

You don't get it. The iPhone upgrade people aren't saying they were entitled to priority. I logged in the same time as everyone else. If your local store wasn't slated to have the exact model you wanted, there wasn't a way to reserve at first availability like every other means of buying the phone. It forced people in the upgrade program to either buy it full price (which guarantees a delivery timeframe) or log in to check their local store's availability everyday (no certainty on when the phone would be available). It HURT your chances of getting the phone you wanted quickly, which is why any of us who were foolish enough to sign up for the upgrade program the first time around know better and are warning the rest of you to steer clear. Some of these people who sat there clicking refresh at 12:01 PT won't get a phone until November even though people who logged in later have deliveries showing up in September or October. Apple screwed up. Plain and simple.

The real irony is that Apple will screw up in the same way next year when the iPhone 8 comes out. It's all about the CEO in charge. "Plain and simple"

 

[Phone Junky]

I don't expect it to be launch day. But if I'm looking at a phone in one browser window and I can order it and have it shipped to my house and delivered on launch day, and in the other browser window I'm being told that I can't upgrade to that same phone and that I can't even make a reservation, that I have to come back on Sept 17 and check if the phone I want just happens to have been shipped to a local Apple Store and if not, I have to keep checking back every day until I can find it and make a reservation, then I'm calling BS.


It's like being in line at the grocery store and the manager comes up to you while you're in line and says, "Have you joined our loyalty program, sir?" You respond, "Yep" and then he asks you to go to the end of the line and let everyone else go ahead of you.

Got it. That does sound messed up. How the heck can Apple explain that? I'd be a little upset too.

 

[efp722]

While the iPhone 7 and iPhone 7 Plus became available for pre-order at 12:01 a.m. Pacific Time this morning, some customers enrolled in the iPhone Upgrade Program were unable to select the model, carrier, color, or storage capacity they desired due to limited stock seemingly as soon as orders began.

MacRumors reader Pbrutto of Allentown, Pennsylvania said that there were no iPhones available for him to pre-order, while many other existing iPhone Upgrade Program members were unable to order the specific model they wanted from Apple retail stores in their local areas, even immediately at 12:01 a.m. Pacific Time.MacRumors reader Markarian421 shared a similar experience:The underlying reason appears to be that iPhone Upgrade Program members were placed into a separate stream than regular pre-order customers, and forced to reserve a new iPhone from a local Apple retail store -- many of which were sold out. Some customers were not even able to access the reservation system at all, and instead received the following message just minutes after pre-orders began:Apple's iPhone Upgrade Program lets customers upgrade to a new iPhone after just six months, as long as they have made at least 12 payments towards their current smartphone and trade it in upon upgrading. The leasing program is financed through Citizens Bank in the United States.

Today's experience has left many iPhone Upgrade Program members frustrated, and questioning whether they will enroll in the program in the future. In the meantime, Apple's in-store pickup reservation system for regular customers resumes September 17 in the United States, and select other countries, or customers can attempt a walk-in purchase on a first come, first served basis.

Article Link: iPhone Upgrade Program Causes Headaches on Launch Day Due to Limited Stock

It sucks, but nowhere did it say iPhone Upgrade Program users get first choice or any kind of preferential treatment the moment new device are available.

Now if they had said that before, then I'd be upset.

 

[Supermallet]

That's great and all....but where does it say the service guarantees you can pre-order every iPhone and guarantees you'll get it on launch day? I don't see it anywhere in writing! This is a classic case of people thinking they are entitled to something they are not. Poor poor iPhone program members....can't prove they are better than everyone else. So sad.

So this is not just about getting a new iPhone every year. It's about getting THE new iPhone on launch day every year. Is it in the iUP agreement that you are guaranteed the new iPhone at launch every year? Everyone wants the new iPhone NOW but that is clearly not possible. Start using the iPhone upgrade program in November and you could probably upgrade every year with no problem but nothing is certain.

As others have mentioned, the issue here is that people in the program are stuck with whatever stock is available at a given Apple store, no ability to ship from Apple to the store like you can do with literally any other method of purchasing.

On top of that, as we wait to try and get the configuration we want (while competing with everyone else in the upgrade program), we have to continue to make payments on our current phones and delay the start date of our next contract, meaning that we can't upgrade in September of next year either.

The program doesn't guarantee you a phone at launch, but given that Apple advertised it as the easiest way to get a new iPhone every year, they're sure going out of their way to make sure it is not easy at all, and penalize people with extra payments they shouldn't have to make.

It probably would be better for someone to sign up in November or even January for the AUP, then the stock would be fine and they could upgrade as they felt like it. But that speaks to Apple's poor handling of this. What they should have done is let us ship to store like everyone else, and if our particular phone wouldn't arrive until October or November, credit the payments we're making on the current phone to the next contract upon successful upgrade approval. That would give upgraders the consideration they deserve, not penalize them for joining this program Apple promoted, while also not giving them an unfair advantage over people who are trying to buy through other methods.

 

[Jimpilot]

It should say "First to join, LAST to upgrade"

 

[thefarang]

As others have mentioned, the issue here is that people in the program are stuck with whatever stock is available at a given Apple store, no ability to ship from Apple to the store like you can do with literally any other method of purchasing.

On top of that, as we wait to try and get the configuration we want (while competing with everyone else in the upgrade program), we have to continue to make payments on our current phones and delay the start date of our next contract, meaning that we can't upgrade in September of next year either.

The program doesn't guarantee you a phone at launch, but given that Apple advertised it as the easiest way to get a new iPhone every year, they're sure going out of their way to make sure it is not easy at all, and penalize people with extra payments they shouldn't have to make.

It probably would be better for someone to sign up in November or even January for the AUP, then the stock would be fine and they could upgrade as they felt like it. But that speaks to Apple's poor handling of this. What they should have done is let us ship to store like everyone else, and if our particular phone wouldn't arrive until October or November, credit the payments we're making on the current phone to the next contract upon successful upgrade approval. That would give upgraders the consideration they deserve, not penalize them for joining this program Apple promoted, while also not giving them an unfair advantage over people who are trying to buy through other methods.

To be honest, I don't think we should get credited. At least that part was known up front if you've ever purchased from Apple before. It's just a known fact that sometimes it could be weeks or more to get the latest product and Apple shouldn't compensate us for that time.

If the iPhone 7 had been the greatest thing since sliced bread and 10 minutes after pre-order launch the first ship date was Nov, well, that sucks but they didn't promise you would get it on Day One so they shouldn't compensate you if it takes longer to get the phone.

Everything else, including pushing us to the bottom of the list is the only issue I have a problem with.

 

[evorc]

Advise to all, get out of the program asap! We got screwed plain and simple. Luckily I was quick enough to sign up for the new att next year plan where I can upgrade yearly just like this program but it's also cheaper because it doesn't force me to include Apple care +. I'm expecting a shipment of Sep. 23-30 and saves me the hassle from checking the reservation page daily hoping the phone I like is instock so I can upgrade! In the end I wasted more money on this s**ty program and forced to pay for Apple care + that I didn't even use this past year. I will be selling this 6s and paying off what I owe. Never again!!!

 

[Wags]

Every time I read "as soon as the store was available", I want to point something out: I was on 2 PC's, a Mac, an iPad, and an iPhone last night. Only the iPad became available first. It was 15 minutes before the iPhone app became available next. That tells me that there was a queue that many aren't aware existed, which muddies any of the facts we're putting together to say what was and wasn't ready to go.

I would say most everything that happened was mostly calculated. Apple wanted to split inventory by AUP, region, new lines and carriers. When you use the Apple Store app the know what phone you are using too. Apple could even offer different phone inventory based on age of current phones, how many phones already own, how fast access the store on launch and so on. They don't want first come first served.

 

[samdale67]

This is my second Apple Upgrade Phone. Set an alarm at 1:50 a.m. CST and waited patiently for 2:00 a.m. to strike. Seconds later I was in the Apple Store using the iPhone app. IMMEDIATELY after choosing my local store in Fort Worth, there were no black or jet black pluses and no pluses in any color available with 256 GB. All my choices were limited to Sprint. The same was true for all the stores in the DFW area that I checked, which was most of them. I was somewhat disappointed, but I was able to reserve a silver 128 Plus, my second choice. What are the chances of getting a black plus 256 on the 16th at my local store I wonder?

 

[gaedfly]

Ummm you mean September.
[doublepost=1473462127][/doublepost]

It ha nothing to do with dates. It has to do with payment. You could have made your 12th payment ahead of time last night. Problem solved.

I did make my 12th payment 2 days ago so I would be ready. I like many of us am not asking for special treatment. I only want to be treated equally with everyone else who could order the model of their choice as long as they did it close to when the Apple store went live. Most of us had no black option at all. We had no option to have the phone shipped. We had no option to choose a later delivery date so we could get the model we wanted. And in my case 3 calls to Apple during the past week netted only rheims of misinformation regarding how to upgrade through the IUP. And I'm sick of hearing that Apple was overwhelmed with the volume of orders. This company knows very well how to project sales and also knows that demand causes a frenzy of buying. We go through it at every launch and that's on us but knowing that does not alleviate the frustration of the usual launch day preorder mess.

 

[Pbrutto]

Its first come, first served, all controlled by computer...if your selection is available at the time
you place your order (the very last step (place order)) you get a ship date or if at a store that
does not have your selection any more, you would have to do another alternative.

It is not, read the comments

 

[Resqu2]

Does anyone know if you can cancel a Verz preorder (end of month delivery date) if I happen to find one in the local Verz store on launch day?

 

[Pbrutto]

1) You don't have to make a minimum number of payments to upgrade. You have to make a minimum number of payments to upgrade at no cost.

2) While there have been a couple of people who feel they are more loyal by being in the program, most of us have asked for nothing else other than to be able to be on the wait list like everyone else rather than being forced to go to the Apple website every day, check availability, and only then can we request an appointment to upgrade. At least someone who is told the ship date is 4 - 6 weeks can place their order and sit back and wait for the phone. People on the Upgrade program have to go and check the site every day to check when they arrive at the Apple Stores.

It's not about asking to be first, it's about not being yanked out of line and told that you have to wait until everyone else gets their phones first before you can even place your order.

First of all, well said. Second, I think what I meant by loyalty is not how it was interpreted. I meant that we are the people that they know are dedicated to getting a new phone every year. We are going to upgrade because....why not? I never meant that I (or anyone else on the program) is more important than anyone else. I believe that whatever way you choose to pay, it's your money and your phone. Do whatever you want, I just want to preorder like everyone else and I cannot.