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

[Supermallet]

The whole thing was a mess. I was already annoyed at them removing the headphone jack, but I figured I'd upgrade because I'm in the upgrade program. However, if this is how Apple is going to handle it, it's not worth it. My time is valuable and I'm not going to spend it searching for store reservations every day. I'm going to finish out the payments on my current phone and will consider what phone I would like next year. It may be an iPhone, it may not. But one thing is for certain, I won't be using the upgrade program again.

 

[VandyZ]

Bottom line, Apple is getting paid in full for every phone financed through 3rd parties.

Yes but they have some agreement with Citizens about the buy back of the traded in devices. I am sure the longer Apple makes us wait, the more they make/less they lose on each of the returned phones.

Somehow Citizens has to write off the remainder of the payments of the original device.

 

[Stratus Fear]

Be careful you will anger the "economists" in here. They already called me a conspiracy theorist who knows nothing. Just for stating common sense that Apple knows what they are doing. They under produce initial wave to create some buzz and make users who want the device want it even more when they have to wait. Apple are experts at teasing

Lol, well you're welcome to believe whatever you want to believe, even if it's demonstrably wrong. I'm not an economist, but anyone who has even taken a basic economics course knows that your theory is little more than conspiracy. But what do I know, I apparently don't have common sense.

 

[kazmac]

Very sorry to hear all the troubles, I definitely will not be going this route in the future.

I do hope Apple does something to rectify this situation.

 

[Urban Joe]

roll background music:
"Neva gonna get it....ooo....neva neva gonna get it. ouch!!"

This is 7.
Unavailable September 16

fade music: "Come on baby make it hurt so good....sometimes love don't feel like it should....you make it, hurt so good"

close with... 4 second clip of Tim, Phil and Jony laughing and taking selfies with their new iPhone 7’s, Nike + and ceramic edition watches

PS. Huge Apple fan here but I couldn't resist the parody... ha ha ha

 

[chrisbru]

Yeah, seriously man, something really wrong with some people! I have no idea what makes someone who buy few more products then the other feel the need to be treated as special!!!

This program was sold as the easiest way to upgrade to the newest iPhone on a yearly basis. However, the reality was that upgrade program users were actually put in a DIFFERENT queue and had a disadvantage. While it would be nice to be treated as special - due to the fact that we signed up for a program that was sold as the best way to upgrade - really all we wanted was to be not treated worse.

 

[CaryMacGuy]

I just checked and all that is left in North Carolina for upgrade program members is the iPhone 7. No Plus models are available for next Friday anywhere in the state.

At 3:02am, all that was left at Southpoint was Gold/Rose Gold/Silver in 32 or 128 GB for the 7 Plus.

 

[thefarang]

Second, Apple never guaranteed that iPhone Upgrade Program people could upgrade on launch day. They don't owe us anything. If you didn't like the choices you got, you could always wait a day or two and try again. I decided not to wait. Bummer for those who couldn't preorder at all, but you always have the option of buying the phone outright.

No, you can't try again in a day or two. First off, you can't try again until Sept 16. And then, we get to try again every single day until it becomes available in the store.

See, before I joined the upgrade program (specifically designed for people like myself I was told) I missed the launch day but because I was purchasing the phone outright, I simply was told it wasn't going to ship on the launch date and I received a window of when it might ship. Fine. All I have to do is sit back and wait for it to arrive.

But with the upgrade program you don't get a window. You just have to go on the Apple site every day and hope to get an appointment based on what inventory is showing up at the particular Apple Store near you.

In the case of what happened this morning, I have five Apple Stores near me but only the inventory for 2 stores was available online. Fifteen minutes after the store opened, not a single Apple Store in my state was showing inventory. A half hour after the store opened, only 3 states in the entire US showed inventory.

Yet, people could still order the phone if they weren't in the upgrade program.

That is the problem. Nobody was expecting to receive special treatment. We just don't want to be put at the back of the line for making the egregious error of participating in a program that was sold as being designed for those who frequently update to the newest tech.

 

[Zorn]

This is why I don't ever rely on a purchase method that locks me in to one specific retailer. You're best off just selling your iPhone every year either locally or on eBay, and then just ordering one at off-contract price from wherever. Whether that's Apple directly, or a carrier or Best Buy, at least you always have the choice. When it comes down to it, you're basically gonna be out $250 or so, which is the "fee" that you end up paying for the yearly upgrade. Combine that with the fact that you save cost on your monthly bill for not having a contract, you always come out ahead.

 

[Stratus Fear]

Yeah, no ... I just don't get this reasoning, it happens every year. Why isn't Apple starting their manufacturing lines earlier - there's more than just opening weekend - there isn't a new release every quarter THIS IS Apple's iPhone for 2016-2017 - it's not like they're not going to make any sales past opening weekend.

This is Apple creating false hype, PERIOD.

One would normally need proof for such assertions, rather than assumptions and hand waving, but this is MACRUMORS! Logic need not apply here.

You know those manufacturing lines are also used for other products, yes? And they don't own the manufacturing capacity, yes? It's contracted out. Apple might be a top customer for companies like Foxconn, but they still have to negotiate when they start their production and how much it's going to be, and this is going to be supported by financial and other data from BOTH companies.

Wasn't there an iPhone launch within the past 2-3 years where stores had plenty of stock? I don't remember which release that was, might have been the 5s or the 6. Tons of people were on here saying "Yeah, I just walked in at 7pm on launch day and scooped one right up without a pre-order." It's obvious that Apple's trying to have the right supply and doesn't always hit the mark.

Edit: I also feel it prudent to mention that companies don't predict the supply capacity they need in terms like "very little" and "a lot." They do it in numbers. It's very likely that they'll either underestimate demand, or overestimate it, it's very hard to hit a target exactly, but that's what they're trying to do. And then there are other things that affect supply, like production issues and parts sourcing, among other things.

 

[rich1383]

Did anyone else find that the store did not open until about 12 minutes past the hour (3:12am EDT)? Also, after going through the upgrade for my AT&T Next 12 program, it did not give me the option to upgrade a month early (with 1 mo. payment), so I had to drop the order and go to AT&T's site. That did not open until 4am, when I could complete my order. Phone due last week of Sept (iPhone 7Plus 128).

 

[thefarang]

but I do think if you are going to have a program that you have a contingency plan that makes sure you have "X" amount set aside for a short 24 hour period in the expectation that those customers will be upgrading (why offer 12 month upgrades otherwise), Then from that time frame you can slowly release the unspoken for units, its a win win.

Especially when they know EXACTLY how many phones are due for an upgrade. Sure, it may take a few days to catch up with people who have moved or unusual demand on a particular Apple Store location but they should at least plan on having enough phones ready for people in the iPhone upgrade program if they're going to market it as specifically for people most likely to place a pre-order upgrade request.

 

[macduke]

I feel like if you have customers so committed to your product that they're willing to sign up for a yearly "subscription" of sorts where they pay anywhere from $30-45/mo in perpetuity then you better have some damn iPhones available for them to preorder!

That being said, the store didn't come up for me until around 2:07CDT and I was able to reserve a 128GB Jet Black iPhone 7 without issue at a store in KC. Stores in the midwest, however, are probably less likely to sell out instantly.

I'm super annoyed that I have to drive to KC just to upgrade my iPhone. Why can't I do everything online and mail it back? What really irks me is that I had two different Apple reps on the phone tell me that I'd be able to do everything online and mail it back. They even said during checkout I'd be able to print a return label. Where did they get this crap they were making up? I feel like not only were none of them trained, but they were just randoms off the street that they used to fill the gap the day before launch. I emailed Cook about it, and I never email him.

Another issue is that my upgrade eligibility didn't work because the upgrade is tied to an iPhone 6s I had replaced under warranty last autumn for issues with the Touch ID button overheating and the device randomly rebooting. Took an hour on the phone and eventually they gave me the serial and IMEI of my old device to use in it's place. I hope I don't have issues with this when I show up at the store.

Lastly I'm pissed that I couldn't preorder an iPhone 7 as a gift. It kept saying I needed to add it to my Verizon account while I was trying to buy the full price model. I've never tried to preorder an iPhone as a gift. Is it really impossible to do that? I emailed Tim Cook about that too. And if you guys think I'm dumb for emailing him, Steve Jobs responded to my email in August 2008 so anything is possible.

 

[darkslide29]

Dear Apple:

I have four (4) iPhone Upgrade Program phones for my family. I am your BEST customer because I do exactly what you want and need me to do: buy new phones every single year. Last year I put my money on that, including paying for AppleCare I usually don't need. I EXPECTED some preferential treatment from you because that is what you do for your best customers whom you KNOW want the new iPhones -- and committed to it at your offer!!!! When I stayed up until 2am to upgrade my phones I should have been escorted to the front of the line. Instead I got instantly shut down? Seriously!?!?

Tim should have announced a special pre-order for IUP customers that came before the masses. Because that's what the program is supposed to be about. Upgrading your iPhone. Every year. Not every 14 months. Not at the back of the line.

Miffed in Chicago

I think opening preorders up 24 hours early for their own upgrade customers is a great idea. Heck, even if it is just a couple of few hours early, it would work to make sure that those who want a new phone every 12 months get a shot at it. What a great business move! It would bring customers to them instead of ATT Next, etc.

 

[Eorlas]

Someone said "most loyal". No, just no. Anyone who buys an iPhone is allowed one as much as the next person. First come, first serve. Get over it.

Except it really was not first come, first serve[d]. Not at all. First come, first served is when we go to line up at the store, and one by one they take an order, and set aside a product for you until you purchase it.

With this digital purchasing system they have, you select your device and then make your way through checkout. But hey, if stock disappears as you check out, you lose your opportunity. So they don't do like what say, Ticketmaster does when you go to purchase a ticket digitally, and once you have selected the product and cost, you are given about 5 minutes or so to complete the transaction or else the product goes back into the general availability. That way, you don't lose the ticket you've selected.

I lost two opportunities for one of the 7 plus' last night because while I was in checkout, they were still selling out despite having already chosen the model, storage, color, and network I desired.

So no, not first come, first served. And they don't need to get over it because that system was not in place.

 

[dampfnudel]

100% of all iPhone lease members will want to get a new iPhone, Why not? they already paid for it.

so it's gonna be messy. Apple should've predicted this and start its production months before.

Yeah, Apple may need to start iPhone 8 production at least 4 months before release next year which could be as soon as February if it's released next June.

 

[TigerWoodsIV]

I love the Allentown reference, since that's where I preordered mine lol. Rose Gold was the only 7+ at like 3:03AM. They did have 7s available in every color and capacity except 0 jet black.

 

[sweatshop]

I just checked and all that is left in North Carolina for upgrade program members is the iPhone 7. No Plus models are available for next Friday anywhere in the state.

Yup. I have been trying Southpoint and Crabtree since 3am last night.

 

[cornycopier]

Count me in as one who woke up at 2:55am EST, got into the store at 3:02 on computer and phone app, went through the process only to be told all reservation appointments and phones were sold out (plus models).

I, like others, paid my 12 payments (starting on launch day with the 6s Plus and the upgrade program) because I was told by Apple that this program was the greatest thing since sliced bread, that I could get a phone on release day every release. This is certainly NOT the case. There's STILL nothing available anywhere and now we're all screwed out of any future release day phones.

Yes it's a first world problem. But we did our part to support this upgrade program and Apple, putting our full faith in them, and clearly there was a HUGE issue on their end.

I really hope that Apple will make this right in some way!

 

[Eorlas]

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

"iPhone 7 is boring. wah wah Apple headphone jack. Phone sucks, etc."

Meanwhile, servers buckle under load at pre-order and sells out in about 10 minutes.

 

[darkslide29]

Lastly I'm pissed that I couldn't preorder an iPhone 7 as a gift. It kept saying I needed to add it to my Verizon account while I was trying to buy the full price model. I've never tried to preorder an iPhone as a gift. Is it really impossible to do that? I emailed Tim Cook about that too. And if you guys think I'm dumb for emailing him, Steve Jobs responded to my email in August 2008 so anything is possible.

I believe that on another post I read that, strangely, the T-Mobile phone is the only one not asking for/requiring carrier details to purchase. But, you need Verizon, so that won't work since the ATT/Tmobile models are not compatible with CDMA bands (while the Sprint Verizon model is compatible with ALL!). After a while, (a month?) they sell an unlocked iPhone that isn't branded to any carrier like they currently are.

Last year, my girlfriend's ATT 2-year contract was over. We made a visit to the Apple Store where she was going to sign up for Apple's new iPhone every year program and she had a T-Mobile starter SIM pack so she could get her new phone, stick the TMobile sim, and cancel ATT. She asked for a T-Mobile phone, and they said in order to buy it, she needed to give them her Tmobile account details. Well she didn't have tmobile yet technically, just the Starter Sim card, so she couldn't do it! They made her buy the ATT version (I'm sure they were the same model with same band compatibility), sign in with her ATT details, give her a new sim card with her ATT number, tie the phone to her ATT account, only to cancel her ATT account a few hours later, and switch to Tmobile. Not smooth at all with these requirements.

I get that they want to make life easy on us. Sending us a phone ready to go with the correct phone number association. But if the iPhone program sells phones that are unlocked, and you purposefully select an option for no sim, do not tie to my account... what do they care? Is it to make sure we don't buy more than a couple per person? I have no idea.

 

[CaryMacGuy]

Yup. I have been trying Southpoint and Crabtree since 3am last night.

I ended up getting something from Southpoint at around 3:15am last night. It took me several minutes before I could even access Apple's store. It was like the deck was stacked against us from the start. I am hoping they have stock of a black variety of some sort that isn't listed. However, I am not holding my breath.

 

[JungleNYC]

Why the hell are there even "supply constraints?" I thought this was the ******, non-next-year iPhone that nobody wanted?

Mine will apparently now get here around Oct 10, which kinda blows. Hopefully I'll get a few nice emails with "updated shipment information" before then.

 

[reyesmac]

This was me. I was up and ready, finger on the refresh button... only to find out that basically there were no black iPhone 7 Plus's available at any store even remotely close to me. Very frustrating.

As frustrating as it may be, Apple is treating this as if all that matters is how many new phones can they sell before they have to dole out the ones to those who are in the upgrade program. Which is in line with how they run their business. Unfortunately, people love new gadgets and do not want to wait until enough are produced to get their upgrades. Since Apple is a company and not a person, it is not capable of being as passionate about its customers as they are of it. So doing the right thing and making sure those enrolled in the upgrade program get their phones on day one was never a thought that crossed their minds. Someone should have been up front about this. Or had two versions of the program, one that is for people who can wait, and one for those who must have it on day one no matter the cost.

 

[BvizioN]

This program was sold as the easiest way to upgrade to the newest iPhone on a yearly basis. However, the reality was that upgrade program users were actually put in a DIFFERENT queue and had a disadvantage. While it would be nice to be treated as special - due to the fact that we signed up for a program that was sold as the best way to upgrade - really all we wanted was to be not treated worse.

I am not quite information on this programme, but does it say that customers are guaranteed to purchase the new device on the first day of preorders? If so, I totally agree. If not, I think there is nothing to complain here.