Trying to get an Apple representative on the phone is RIDICILOUS

[joeshmo2010]

Get over it. You sound like an entitled brat. If you're not satisfied, cancel your order and switch to something else. You need to understand, that there are literally THOUSANDS upon thousands calling in for various reasons. No company has the man power in order to have a 1:1 ratio of employees to customers, or even 2:1 for that matter. Because once these calls are all done, then they'd have so employees sitting around with nothing to do. So please, grow up and accept the fact that millions of people are ordering these brand new phones and that thousands are calling in with questions. A mature person can easily understand why hold times could easily exceed 1 to 2 hours.

 

[USF813]

I didn't ask for a smart ass remark. As I stated earlier in the thread, Apple is on the verge of becoming a trillion dollar corporation. When it comes to major releases, they need to think of a better call flow. Surely they have analysts that do this.

Since I work in an insurance call center, when we are expecting a hurricane, bad weather, ect, we have a different call flow so we can assist more callers, and we beef up the amount of reps on the floor.

I used to work in an airline call center. I highly doubt your insurance company forces anyone to work OT during IROPPS. We were never forced to work OT during hurricanes. No matter how many staff volunteer to work extra there will always be customers who moan and groan about being on hold for a long time. I think your expectations in this case are unreasonable.

What I do think Apple and the phone carriers can do is offer a call back service. It's a great way to keep customers in the queue while allowing them to go about other business.

 

[SMIDG3T]

I was on hold for 18 minutes.

I hung up.

 

[s15119]

It very much so is a first world problem. People don't spend $500 on a cell phone in a 3rd world country...for some reason we are all crazy enough to do so.

Responding to my "lame complaint" with a smart ass remark is hardly contributing.

If a 3+ hour hold time is okay with you for a purchase of $500+ then more power to you. I, however, find it unacceptable, and will not kiss Apple's ass in the process.

I didn't want on hold for 3+ hours. I planned in advance and dealt with those issues way before I knew 10's of thousands of people would be calling. It's called personal responsibility. Oh, I know, in your world its all Apples fault. In my world, I take responsibility for what happens. If you don't want to read "smart ass" comments, don't post lame complaints. Best of luck in your future endeavors.

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I am very aware of this. The previous pre-orders have not been this troublesome. Millions of people pre-ordered the iPhone 4 as well...and I was able to pre-order mine within minutes of the Apple store opening. I, however, didn't need to contact Apple for any issues afterwords.

The pre-order process for this release is like taking a step backwards. Same with streaming the recent Apple event. I never had an issue in the past with streaming the live event.

Apple sells a product that is revered to be of high quality...and we pay a pretty good price for such a high quality product. When your customer service fails (and failing on a release day gives a company a bad image) then people will seek business elsewhere. Comcast is a great example.

Yes, this is a cell phone, who cares, first world problem, blah, blah, blah. However, if I am paying this much of my hard earned money on a product, I expect excellent customer service to go with the product. Is it such a crime to pay for a premium device and expect good customer service? I don't think so.

Wow, are you always such a crybaby?

 

[NYY FaN]

I was on hold for 2 hours yesterday. They really should have a call-back system similar to what other call centers have been implementing recently.

 

[lyhte]

Called Apple to see if they could bump up my order from the Oct 1-6 group. Waited for an hour and 10 minutes on the phone till I finally got through. The lady was very kind. She said she has no way to bump me to 9/19 delivery but that she would add expedited shipping for free. She also gave me a free Apple leather case with choice of color. After getting off the phone, my
orders show a delivery between Sept 29-Oct 2!

So, faster delivery and a $100 worth of cases (she did it for both of my orders)? Pretty glad I called!

 

[cameronjpu]

I am very aware of this. The previous pre-orders have not been this troublesome. Millions of people pre-ordered the iPhone 4 as well...and I was able to pre-order mine within minutes of the Apple store opening. I, however, didn't need to contact Apple for any issues afterwords.

The pre-order process for this release is like taking a step backwards. Same with streaming the recent Apple event. I never had an issue in the past with streaming the live event.

Apple sells a product that is revered to be of high quality...and we pay a pretty good price for such a high quality product. When your customer service fails (and failing on a release day gives a company a bad image) then people will seek business elsewhere. Comcast is a great example.

Yes, this is a cell phone, who cares, first world problem, blah, blah, blah. However, if I am paying this much of my hard earned money on a product, I expect excellent customer service to go with the product. Is it such a crime to pay for a premium device and expect good customer service? I don't think so.

What a baby.

 

[Switchback666]

I waited about 2 hours 10 min
How I did that was leave the call on while at work, not speaker, but just volume up so I can hear the music faintly

Anyway, someone else mentioned a great tip that seemed to work for a few people. Call and ask to talk to sales other than iPhone. Such as Mac sales

Then tell them your situation briefly and ask to be transferred to "shipping". Some said this worked and it took about 30-40 min

I tried my luck and waited for 45 minutes the agent i got was pretty cool but he told there was nothing he can do about it and that all orders are getting expedited, i don't know if its true but he told me that he have received a lot of calls about from people with shipping dates November + including himself; anyway if i can get 6 plus locally at a fair price i might bite and cancel the pre-order, the sad part is my first order got cancel with a "nice" 7-10 days shipping but my new one is 3-4 weeks lol.

 

[scrubmilk]

hhkb type s

 

[TroyBoy30]

Try calling AT&T premier. Just hung up with the rep after 2.5 hours on hold. My Friday 3am pre order got canceled by mistake