iPhone Upgrade Programme Screwed up in the U.K.

[ajaan]

Writing this from a major Apple Store in the U.K. The newly launched iPhone Upgrade Programme isn't working.

A few orders went through very early on. But since 9.00am no customers with the a reservation on the Upgrade Programme are getting their phones.

It's a national problem apparently thanks to Barclays not upscaleing for the increased demand for checks, so the orders can't be processed.

Told either try back later in the day, but no guarantee; order for a different day; or buy outright for cash then return within 14 days, get a refund, then go onto the Upgrade programme.

Barclays have totally screwed this up for Apple and their customers.

 

[schlaufox]

Damn, that's awful news.

I intended to pre-order with the Upgrade Programme this year, but it did not open for orders until around 8:20am on the 9th, and already, either Black model of the 7 Plus had entirely sold out.

What with this, the lack of available iPhones at Apple retail stores, and the problems in getting iPhones to carriers across the world, I can only assume that Apple is doing a lot better with the 7 models than it anticipated.

 

[sterumbelow]

Whaaat. That's insane!!

I guess my hopes of getting one on the updated stock reservation list tomorrow morning are even worse now.

 

[ajaan]

2.5 hours of waiting. Still no dice with the iPhone Upgrade Programme working in the UK.

Systems still overwhelmed / or down.

 

[Nik73]

Travelled 100 miles to my nearest store to pick up my 7 and then queued for 20 minutes to find this out.
Really not happy. ☹️

 

[twynne]

I was in a huge queue at Covent Garden and finally bailed... glad I did. Sounds like a mess.

 

[ajaan]

Yep. I've had to bail too. Was in store for just under 4 hours.

They couldn't get the Upgrade Programme to work for anyone, and they told me that the majority of people in the queue with reservations were trying to get on the Upgrade Programme. This is an almighty mess.

The store is open till 8.

However, they told me if the order doesn't get processed today then I lose reservation for good unless I buy outright in store today. If I need to make another in store reservation then the next available date is now November.

To reiterate: this isn't a credit problem my end. And it's not Apple's fault. The problem is the incompetence of Barclays, and them seemingly being unaware that a lot of people would be buying a phone today.

 

[nwlondonlad]

Everyone knew this was going to happen as there is no way their systems would be able to cope with the amount of new people signing up. Apple should have followed up what they did in America and allowed us in the UK to do the preorder/credit check online and have it shipped or picked up in store.

 

[twynne]

Yep. I've had to bail too. Was in store for just under 4 hours.

They couldn't get the Upgrade Programme to work for anyone, and they told me that the majority of people in the queue with reservations were trying to get on the Upgrade Programme. This is an almighty mess.

The store is open till 8.

However, they told me if the order doesn't get processed today then I lose reservation for good unless I buy outright in store today. If I need to make another in store reservation then the next available date is now November.

To reiterate: this isn't a credit problem my end. And it's not Apple's fault. The problem is the incompetence of Barclays, and them seemingly being unaware that a lot of people would be buying a phone today.

Pretty poor in my opinion... people were queuing for hours in the rain. There was no indication that there was any problem from an Apple staff. Prepaid orders seemed to be moving through... everything else at a standstill.

Ironically I happened to check John Lewis app this morning and there were 9 Jet Black 7+ 128's in stock. Wanted the matte so I left it. Maybe should have snapped one up.

 

[nwlondonlad]

Imagine the nightmare it will be next year when you are already on the plan and looking to upgrade. Just look at the other threads in the States, someone has already started a class Action suit as people couldn't upgrade on day one as advertised.

Think I might skip it and pay outright

 

[twynne]

Everyone knew this was going to happen as there is no way their systems would be able to cope with the amount of new people signing up. Apple should have followed up what they did in America and allowed us in the UK to do the preorder/credit check online and have it shipped or picked up in store.

Hard to believe with Apple's resources that this couldn't have been effortless. Should have all been done via the app.

 

[jacmeister]

Everyone knew this was going to happen as there is no way their systems would be able to cope with the amount of new people signing up. Apple should have followed up what they did in America and allowed us in the UK to do the preorder/credit check online and have it shipped or picked up in store.

Absolutely spot on, my guess is this will happen next year
[doublepost=1474028520][/doublepost]To follow on from your comments read what happened to me, not only AUP but all systems down !

Just went to Bluewater Apple store to pick my two Black ip7 128 and 256 and its an absolute nightmare, the booking system has crashed and all appointments have gone wrong. this means that there is a huge queue with people waiting up to three hours to be seen for an appointment. If anyone has an appointment to collect or pick up paid or AUP then I suggest you go early. Carnage !!

I couldnt wait so was told could come back Saturday up until 12 when they will continue to reserve the phones.

On the off chance I walked into John Lewis and whilst completely sold out online, I managed to pick up an IP7 matte black in 128 and 256, They still have some more of these in stock some 30 mins ago, and only Plus phone in rose gold.

 

[ajaan]

Hard to believe with Apple's resources that this couldn't have been effortless. Should have all been done via the app.

Yeah. I'll be happy if Apple stopped using third party companies and brings all in house. Dealing with Apple is usually effortless. Dealing with UK banks not so much, whether for phones or anything.

TBH. It might be a blessing in disguise. That I don't have this hassle next year. Ironically, it currently seems less hassle to sell my old phone on eBay, add the remaining balance and just buy outright, all from the comfort of my house, rather than go through this Upgrade Programme. One year in, the American version of it doesn't inspire confidence.

 

[UKPoliticsGuy]

Got my iPhone 7 Plus to the IUP. Apart from the 35 minutes it took for the damn server to accept my application, it was a good experience. Even got a few breakfast bars and bottles of water from the Apple staff lol

 

[Big Stevie]

Just had the same problem, so walked away. It was taking 45mins per customer compared to the stores anticipated 6mins. If left uncollected it goes back into stock when the store closes today.

 

[ajaan]

Got my iPhone 7 Plus to the IUP. Apart from the 35 minutes it took for the damn server to accept my application, it was a good experience. Even got a few breakfast bars and bottles of water from the Apple staff lol

Lucky guy. The apple lady was hammering on the process order for an hour for me, ran the battery down on her handset, and just couldn't get a connection to Barclays.

I did get offered some cookies and water though.

 

[KPOM]

Wow. That's too bad. It's about 10 minutes to when the stores open here in Chicago. Last year Citizens Bank had some hiccups but it didn't go down. I'll see what happens. Maybe there is a reason Apple didn't go with Barclays here even though they are Apple's branded credit card partner.

 

[ajaan]

As I was leaving I was told by the Apple worker that the neighbouring Starbucks was effectively shut down as well. They were on the same payment system / visa / connection / line / whatever and couldn't process debit card payments due to the lack of capacity. Cheers Barclays.

 

[Mord]

Well, this sucks. If they don't get through the backlog by close of business, and they refuse to reserve them for next week, that's seriously lost me some faith in apple.

 

[jasonordeholmes]

Got mine! Queued for an hour then it took a further 2 hours for Barclays to process it through!

Got there in the end though!

 

[nwlondonlad]

wow all these horror stories. The colour I wanted (matte black) 7+ 128gb was never available to preorder to begin with on the IUP. Now I'll be in the same rat race tomorrow morning at 6am.

Quite frankly I don't see Apple being able to resolve this issue any time soon. The main issue comes down to day 1 stock which has always been a problem. Apple never has enough stock to meet the demand (This will be even worse next year if the all the fancy features of the iPhone 7s/8/10 come true)

If you sign up for the plan say 4-6 weeks after the release then it will probably be smooth sailing but if you're a day 1 person then I think buying online outright and sticking online preorders is the way to go.

 

[yui4]

If you get there and it's going to takes hours, can you opt just to pay full price for that phone you've reserved via the upgrade route anyway?

 

[Big Stevie]

If you sign up for the plan say 4-6 weeks after the release then it will probably be smooth sailing but if you're a day 1 person then I think buying online outright and sticking online preorders is the way to go.

Or just delay doing the upgrade for a short while.

I returned to my store this afternoon and the massive queue had gone, took me about 20mins to be served and the Barclays process was done in seconds. I showed them my passport and bank card, told them my address and it whizzed through.

 

[schlaufox]

The colour I wanted (matte black) 7+ 128gb was never available to preorder to begin with on the IUP.

Glad I'm not the only one that had this problem.

When the programme opened up around 8:20am on the 9th, that configuration and a few others were already completely sold out.

 

[Nik73]

I ended up buying mine outright as well, with the option of returning it 14 days and getting on the upgrade programme if I want. They did give me a leather case as well, which I'll probably sell to cover the fuel costs of going back. Since I'd ordered a watch as well, it's been a very expensive day. Store did what they could though and offered to keep my phone reserved as long as I needed.
Obviously have some time to decide, but will probably just ride it out and take the initial hit.