After my failure to secure an upgrade that night, I sent Tim a couple of emails explaining how the IUP process as set up was flawed. Today, I got a call and email from a customer relations exec at Apple referencing my emails to Tim. I missed the call and replied to the email. The exec said I could call him on Tuesday to go through my experience with him. Not sure what that will amount to, if anything, but I will call. Best case, perhaps it helps improve the process go forward. I'm not counting on it. But I figure it's worth the try.
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iPhone Upgrade Program Causes Headaches on Launch Day Due to Limited Stock
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They probably don't have a solution yet. They're just gathering data.
Everyone? Maybe one post I've seen. And like you I think they're mistaken. Apple has realized there's a problem. So far that's all. But hyperbole doesn't help anyone.
Saturday morning I chatted with five people and at best one of then had any idea, and it wasn't the person that could do anything. At that point there was no IUP response team. The more of us that call, the fewer support people that will be clueless.
Totally agree. Not a reason not to call. If anything it's more of a reason to call. And yes we shouldn't have to, but if we want something to happen for anyone we will anyway.
Again, I think one person in 600 comments has said something resembling that. More hyperbole.
Nope. They're not taking care of anyone yet. A rare case where you give Apple more credit than they deserve.
Not likely. No one does that. You contact customers when you have a solution. Just a few posts back weren't you were complaining about your own company doing exactly that, contacting everyone without a solution, and saying how terrible that was. Now you're saying Apple should be doing that instead of working on a solution?
Personally, after a very frustrating first day and a half, I was just happy to finally be able to contact someone from Apple. After that I was happy to see some signs that we were getting through, that they were recognizing something went wrong. So far they haven't offered any solution, but at least now it looks like they might. And I totally agree with you, and I'm saying this for at least the third time, that until they contact all IUP customers (everyone they sent that ***** "you're eligible to upgrade" email to!) they haven't solved the problem. We're still waiting to see if that happens. Initially I was hoping that would happen this weekend, but given the scale of the screwup that was probably unrealistic. If they don't do something in the next few days, the program is probably dead. I'm not in that much of a hurry to get a new phone, so I'll wait and see what happens, but they'll have to make some pretty amazing promises to keep me from just paying off the phone once I get it.
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Equal opportunity yes, loyalty no.
While I appreciate where you are coming from, that's not how loyalty is rewarded. If your football team makes the finals, you are a member (upgrade program here)are you going to be happy to have the same chance of getting a ticket as everyone else?
Apple would not be around today , had it not been for the loyalty of thier die hard members, which everyone takes for granted. Apple fans are amongst the most brand loyal.
Though if you read the article, you would have noted that in certain situations, the upgrade users were not even given the same opportunity, please read it again
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For a phone that 'everyone' says is going to flop, it sure sold out quickly.
It's not hard to create "demand" I logged in to see how the pre-orders were going at exactly the time it went live, and it was already 2-3 weeks....
Now watch all those November estimates miraculously come in way early....it's becoming a trend. You need something more if it's in demand
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I sure hope they know going forward (next year) we need the option to either have the phone from inventory sent to the store or (better) mailed directly to us and we have the contracted 14 days to return the 'current' phone. That costs no one anything since the original loan continues until the 'current' phone is returned as the new phone is on its own new loan.
In case it's still not clear, the terms do state that each new 'purchase' starts a new loan, so a new hard pull does make sense. Whether they continue to do so on an established account year after year is another decision that may change after more experience is gained.
Everyone has their opinion. Since this all blew up on the weekend I am able to give them a few days to fix it. If they set me up with a phone and an appointment I will be satisfied, whenever it is. (But I would take a launch day appointment )
I know, they should have known, they should have thought of this, their one of the biggest companies, etc. But they didn't.
They made a mistake, let's wait and see what they do about it. There will be plenty of time to complain if they don't make it right. But if they do folks will have to feel pretty silly for going off prematurely.
That's my opinion. Have your own, it's worth no less and no more than mine.
[doublepost=1473686262][/doublepost]For those of you who say what about the people who don't read these forums, well:
READING MACRUMORS HAS IT'S PRIVILEGES
)I know, they should have known, they should have thought of this, their one of the biggest companies, etc. But they didn't.
They made a mistake, let's wait and see what they do about it. There will be plenty of time to complain if they don't make it right. But if they do folks will have to feel pretty silly for going off prematurely.
That's my opinion. Have your own, it's worth no less and no more than mine.
[doublepost=1473686262][/doublepost]For those of you who say what about the people who don't read these forums, well:
READING MACRUMORS HAS IT'S PRIVILEGES
But it could be. An asteroid buzzed Earth last week. Imagine the emptiness of a death marked by not having the new iPhone to fondle while the end hits like a miss-thrown fish at the Seattle fish market. The inhumanity...
When I called on Saturday the person I was escalated to said to me. "we (Apple) made a promise that we didn't keep and we're going to do our best to make good on it." Now I know that is only one rep but to me that is a pretty clear acknowledgement that they screwed up. Now it's time to see what they do about it. I don't care if I get a phone on launch day as long as I get a phone before my Sept payment.
They way I see it Apple has two major problems to solve: first make the people who are complaining happy, second fix the program going forward. We may not hear specifics about the latter until closer to next year's launch. Hopefully once they have a solution to the former they'll start answering questions more publicly.
They screwed up royally but they could have easily been like the trolls here and said "well supply outweighs demand" but they're not. If I get my call today and they said I'm out of luck then I'll be angry. But for now I'm giving them a chance to make it right. Bringing on extra people and setting up a triage team this weekend to manually take down people's info was a good start.
They way I see it Apple has two major problems to solve: first make the people who are complaining happy, second fix the program going forward. We may not hear specifics about the latter until closer to next year's launch. Hopefully once they have a solution to the former they'll start answering questions more publicly.
They screwed up royally but they could have easily been like the trolls here and said "well supply outweighs demand" but they're not. If I get my call today and they said I'm out of luck then I'll be angry. But for now I'm giving them a chance to make it right. Bringing on extra people and setting up a triage team this weekend to manually take down people's info was a good start.
So glad I didn't use IUP with APPLE, I am using the AT&T Next plan. I feel bad for all of you that are having this issue. Also, I am with all of you that believe that APPLE has and will always under estimate the number of phones needed at launch, which creates what seems like a huge demand. Now, do I believe this is done on purpose? I can't be sure, I want to say yes, but there is a side of me that says no. I just looked at pre-orders on AT&T's website and they are already out to November 21-28 (Jet Black 7Plus 256GB). WOW..... Now, I have never pre-ordered my iPhones, I would just keep calling local AT&T stores until they had them in stock, which was usually 3 weeks or fewer after launch. In fact, I got my iPhone 6s Plus 128GB just 2 weeks after launch. So, again, to me, it's just all APPLE HYPE, IMO.
There really was no excuse for this. It should be assumed that everyone in the upgrade program will want a new phone (since that is basically the purpose of the program) and they have essentially pre-committed to Apple that they want a new phone every year. As soon as announcements were made, there should have been a website where upgrade program people could request what new phone they wanted and where they wanted to pick it up so supply could be adjusted (or better yet, figure out a way to do it all through mail). The way the program works, if Apple delays the delivery of the new phone to anyone, then the next year that person will not yet be eligible for upgrade on day one and would keep slipping in the cycle (which is certainly not what people in this program want). For everyone else, Apple has to guess the demand and try to have enough to fill it reasonably quickly, but it is always a guess. For the upgrade program there was no need to guess (other than color) and therefore no reason to end up ticking off the committed Apple customers.
Just got done with the same thing. They sent me a contact email and have started the process of trying to make it available for me at my closest store.
It really does seem like you comment without completely reading the post. I said that from a value perspective, August (and you could include early Sept as well) would be the worst time to purchase the phone from a value perspective because the price drops for the previous version of an iPhone most dramatically when a new one is released. If you purchase a phone October 1st, you get 11 months of steady depreciation. If you buy August 1st, your depreciation doesn't start where the person who purchased Oct 1st's depreciation started. It starts with 10 months of depreciation even though Apple's retail price is unchanged.
In other words, if you purchased an iPhone on Nov 1 and tried to sell it Nov 2, you would probably not lose much of or any money. If you purchased the phone on Aug 1 and tried to sell on Aug 2, you would likely end up losing significant percentage of your purchase price.
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Actually, what I said a few posts back is that my support team thinks that waiting for people to complain is the best way to handle a problem.
What actually happens is that should we have some sort of problem that impacts customers being able to use the product, we send out a message acknowledging the problem on social media. Then I personally write an email letting customers know we are aware of the problem and to give us X number of hours to follow up (that email is not sent to our entire customer base but to those who are potentially impacted).
Then if we don't have things resolved in X hours another email would go out letting them know we're still working on it and giving them a new timeframe.
If it is resolved, we send out a message to those who were impacted describing how we plan on making them good and send an email to everyone who was not impacted but may have received the original email letting them know the issue is resolved and that we've reached out to those who were impacted and if they didn't get an email and feel they should have to contact support.
And while this may sound like we're being very proactive, perhaps even overly proactive, it's actually also in our best interest. Beyond just basic customer satisfaction, there is an amazing difference in how much social media backlash different approaches generate. If you say nothing and only announce something when you know something, people go crazy on social media. If you get out ahead of it and start by telling people that you're aware and investigating and will follow up, social media traffic drops 80% - 90%. Perhaps the results aren't that dramatic the first time but once you establish a pattern of acknowledging problems and doing what you say you're going to do, even many of your harshest critics (and believe me, if you had a business that involved giving out free $100 bills, you would still find complainers) will step back from their keyboards and at least wait for a resolution.
That's what frustrates and concerns me with what is happening. Apple has had several days to try to get out in front of this. Instead, what we have over 72 hours later is an almost secret program going on trying to take care of the problem behind the scenes.
The problem with that is that, at least in my mind, is that when you make someone whole publicly, you usually err on the side of being overly generous. For instance, Apple could say, "Listen, there will be no walk-in sales on launch day. We will do everything we can to make sure that everyone in the IUP that tried to order on Friday gets a phone on Sept 16." Or if that's not possible, how about a 10% discount for your troubles? Maybe throw in a case for free (their cost couldn't be more than $1 on those cases). Something!
When you handle it behind the scenes, typically, the company intends on doing the bare minimum. Actually, they don't want to make you *too* happy because they're really trying to not draw too much attention to it.
Which of these approaches does it sound like Apple is taking?
And then on the other hand my experience (like you it's of course only my personal experience so grain of salt...) this morning was very different. I very calm and very polite and was transferred to IUP specialist right away (4min tops nice). Took down the info and will call in 48 hours etc..like most others who call), but when I expressed to her in a calm and unentitled manner (saying I don't really care when I get the phone just that it would have been nice to put myself on any list and wait my turn so I didn't have to think about it anymore and because I had better things to do than keep checking daily) and that that is why their upgrade process was so frustrating and why I feel like Apple needs to change this process moving forward, her reply was, well we didn't really mess up anything on our end and it's just about having too much demand and you should just have placed a reservation online. Seriously even as she was helping me with this she was defending this horrible process. I was like, ma'am do you know that I called because your own company's website change their wording to say I should call because the IUP people couldn't even place reservations online. You know that is why I'm calling right??? You told us to and now you are saying that there is no problem on your end. She acted like she was doing me some big favor in taking my call when I calmly tried to explain I would have rather just gone online and placed my name on a list for whenever to get my phone rather than waste more of her time and and mine, but that there was simply no way to do that. She replied again that this is theh way it will always work and Apple did everything it could for us and perhaps maybe we have a difference view about what process works or doesn't work, but from her view it is working exactly as designed and she can't see why Apple world change their process moving forward and expressed that next year when the demand is higher that we can expect the process to be exactly the same as this year. I was speechless but finally said same in what way? Setting up an online page that doesn't work and then a day or so later changing it back to having us call them? She said yes that is exactly how this will work moving forward. I'm glad she took my info and all that but this is the opposite of admitting they were wrong and the process is flawed. Again my own personal experiences. Nobody knows me here but I'm a pretty calm and rational scientist and I didn't ever raise my voice but the level of utter lack of understanding of what was happening in her own department as she was in the midst of helping me out over the phone (because the website is flawed) was staggeringly incomprehensible to me. Not much confidence in the program at all
I just got off the phone with Apple and they didn't take any info, I was just told to go online on Friday and try ordering them because the stores will have phones in reserve for Apple upgrade people and finding one I wanted won't be a problem.
Not sure if I should try calling them again and try to get a callback like other people here.
Has anyone had Apple tell them that?
Not sure if I should try calling them again and try to get a callback like other people here.
Has anyone had Apple tell them that?
With the new story up this thread probably won't get updated much more, but it's too early in the day to start dealing with the fresh wave of trolls that thread has brought, so I'll put this update here.
During the time it was impossible to reach Apple Support, I sent a very polite email to Tim Cook, just to try and make sure someone at Apple was aware there was a problem. I just got a call from someone about that email, asking in detail what had happened, what I was trying to order, etc. He said they are gathering info and trying to come up with options.
I'm nearing the 48 hour point from when I finally did reach Apple Support, but I haven't heard anything back from them yet.
During the time it was impossible to reach Apple Support, I sent a very polite email to Tim Cook, just to try and make sure someone at Apple was aware there was a problem. I just got a call from someone about that email, asking in detail what had happened, what I was trying to order, etc. He said they are gathering info and trying to come up with options.
I'm nearing the 48 hour point from when I finally did reach Apple Support, but I haven't heard anything back from them yet.
She was definitely speaking out of turn and you should report her to someone higher up. That's not the response I got at all and not the response I would expect from any good customer service person regardless of the company (well maybe AT&T or Comcast because they are the worst)
Yes, call back and ask to speak to an iPhone Upgrade Program Specialist. That's what the web page says to do now. It seems like about 50% of the front line phone support is still clueless.
Thank you to everyone who has said to call. I called this morning. Waited about five minutes on hold. I got to a general person first who took all of the information that was needed, serial number, my name, which phone I wanted, where I wanted to pick it up and so forth. I was then transferred to an iPhone upgrade program specialist which I waited on hold about four minutes to connect. He apologized profusely over me not being able to order my phone and that was not what they had intended with the upgrade program. He went over all of my information again specifically which phone I wanted (7+) which color I wanted (black) and which storage configuration I wanted (128) and where I wanted to pick it up. I also informed him that either black would be fine and that I would take either the 128 or 256 and I gave him two different stores that I am willing to go to. He thanked me for being so flexible. He told me he has access to much better tools then online or the first person I spoke to and can see all the inventory at the different stores. He also informed me that stores are getting new supplies now also. He could not guarantee me a phone on Friday but he felt with my flexibility that he was very very confident they would be able to get me a phone on Friday. He sent me an email with all of his contact information while we were on the phone and waited to make sure I received it. He said I should hear from somebody within 48 hours and if I do not I am to email him directly. He said they would be calling me versus emailing me with a solution.
That entire process was very pleasant I had no issues. I figure I have nothing to lose as I was unable to order a phone so if they are able to get me one that is great if not I'm not any worse off than I was before I called.
That entire process was very pleasant I had no issues. I figure I have nothing to lose as I was unable to order a phone so if they are able to get me one that is great if not I'm not any worse off than I was before I called.
[doublepost=1473701780][/doublepost]I reached out to Apple yesterday (Sunday Morning) and they knew what I was talking about as soon as I told them I am an existing Apple Iphone Upgrade Program member. They took my IMEI and Serial number down to verify that I was indeed eligible for an upgrade then tranfered me to the "Top Secret" Iphone Upgrade Program Team. Super polite and apologetic but after I hung up with them I didn't feel complete trust that this was going to do anyting. I hung up without getting the persons name or job ID no confirmation. Was told I would receive an email 10min after we ended the conversation never got one. Also was told give us 48 business hours and we'll get back to you. So I called back the Sunday Evening and asked if I could get in touch with the person I spoke to but they didn't have any record of it so I got transferred back to the "Top Secret" Iphone Upgrade Team with a new rep answering which sent me an email as we were speaking with his direct phone extension and email address and that he was going to forward my info (IMEI, SN#) to their Supervisor/Manager running this team to follow with whom ever the 1st rep was that I had spoken to and make sure that someone was actually still working my "Trouble Ticket"... Emailed the 2nd rep back this morning to get an update on that and have not heard back yet. Will keep you guys posted...
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
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Just got off the phone after about a 90 minute hold. She took down my request, sent me an email with her direct contact info, and said I should hear within 48 hours. I got the impression they are trying to find out when a phone matching my request would be at my store and presumably reserving it for me. We'll see.
Called a second time with much better luck. After being on the phone for around 90 minutes they took my info, sent me an email and promised to get back within 2 days.
I guess we'll see how it goes, but I'm not getting my hopes up for seeing a phone this month.
I guess we'll see how it goes, but I'm not getting my hopes up for seeing a phone this month.
Same as the last 2, contact info taken, response within 48 hrs. I'm assuming they are looking at non-preorder inventories at stores and just trying to shift it from general public sale to pre-order reservation. All stores get extra anyways. How many they can do that to who knows. Just speculation.
Next thing that will happen is when word of this gets out to the non IUP public they will be here complaining we're getting special treatment etc.
Whoever hears from them first and posts the results here should get a prize. We are all waiting with fingers crossed to hear what solution they come up with.
Whoever hears from them first and posts the results here should get a prize. We are all waiting with fingers crossed to hear what solution they come up with.