Updated:They sold my RESERVED iPhone!!!

[MH01]

I didn't, have not, and don't foresee a point in time when I would use the reservation system. I am not aware of the TOS.

Granted, I agree the TOS is important. I am coming from the standpoint that a reservation is a reservation. It means a phone has been set aside for the reserver. Apple has agreed they would hold the phone until the customer can come in and pay for it. Why else have a reservation system? It's to eliminate the long tiresome lines. The customer has made plans to come in and complete the transaction. These plans can be as much as traveling 100 or more miles, for 6 or more hours, depending on where you live. The plans could be as much as taking time off from work. The plans could be any number of things. Time out of my life, so I don't have to stand in line, which is even more time.

How do you put into perspective a broken promise? How do you hold accountability? The condition of the promise depends on the relationship, as well. If you sign a contract with AT&T for 2 years service, but you decide to switch and go to Verizon, that is a broken promise that has monetary consequences.

I suggested that Apple offer the phone for free. I would not ask them to do this.

This would be a grand gesture, would it not?

Technically, you can't ask them for anything but a reservation. It's not about entitlement. Let's get away from that aspect. It's about broken promises and grand gestures to make the situation an amazing experience.

Imagine this, OP posts, I reserved a phone with Apple, and when I got there, they didn't have it. The manager came out and said, OP we are very sorry this happened to you. I am willing to do this. The phone is on us, but it has to be 16GB you can get the phone you want, but you would have to pay the difference. Change the offer as you see fit. Can you possibly imagine the response on both sides?

OP: OMG Apple made a mistake and gave me a free phone. I am telling all my friends about this. What a great company.

Apple: How many free phones did we give away today? 2 per location? We have to do something about this. It's a nightmare.

Two things happen in this hypothetical scenario, Apple get's great PR. The cost, $100,000 for the PR, but it's worth millions of dollars, in return. Apple, not one to say it's simply okay to forget about $100K in lost product, will invariably do something about fixing the problem.

So no, a free phone is not unreasonable consideration. There are other problems you do see them replacing phones for - a lot of other reasons, broken/defective, customer's fault etc. This is just one more thing though. Repairing a broken promise. Not as an entitlement, but as a good gesture and good PR.

Giving away a free phone results in customers expecting a free device everytime something goes wrong. A very bad precedent set, as customers will exploit it. Word will spread and you will have customers arguing with managers in other Stores sayin, "i saw on Twitter X got a free phone" the same happened to me or close enough , I demand a free phone. Customers will create issues!!

It's entitlement ! A free case or accessory is compensation . And it's entitlement from APPLE customers, cause I have never ever seen customers of other products on forums anywhere expect a free device is something went wrong.

 

[aesc80]

Giving away a free phone results in customers expecting a free device everytime something goes wrong. A very bad precedent set, as customers will exploit it. Word will spread and you will have customers arguing with managers in other Stores sayin, "i saw on Twitter X got a free phone" the same happened to me or close enough , I demand a free phone. Customers will create issues!!

It's entitlement ! A free case or accessory is compensation . And it's entitlement from APPLE customers, cause I have never ever seen customers of other products on forums anywhere expect a free device is something went wrong.

To add on top of this, we've already seen some members literally demand a free case. Normally, a company will offer simply out of good will in an attempt to make things right. Demanding something simply because something went wrong is just like what was said - entitlement.

Normally, the best way to deal with something when it didn't go as planned and they offer an apology or recourse is to not buy the product and walk away. This is where it all fails, since most people will want the phone anyway, even though it's been delivered late. This is why there are some Apple locations who can care less if they decline to honor a preorder. And that's also why I support those here who also said to "take it to the next level".

 

[lordofthereef]

lets say the pope could careless about the first world problem of not picking up a $700 reserved iPhone he is the least materialistic pope I have ever seen, his car is worth less than most people on here. If the reference is lost on you based on his speeches and what he stands for so be it. My bad for bringing politics/religion into it.

The manager telling the OP that they will call him as soon as they receive stock is not "I don't care about your problems"

Please read what the OP wrote. He was going to get a call so not to waste thier time coming in each day, a phone was going to be put aside for the, once stock arrived. Bad customer service?

Truthfully, yeah, your bad for bringing politics and religion into it. Because it has nothing to do with this thread lol.

And yeah, I would say offering no other resolution other than "we will call you" (edit: I guess hengotnsncase) is pretty bad. That's basically saying "yeah I know you stayed up until 3am. Yeah I know sensational had it. Yeah I know you can out here because we told you to expect s phone. Sucks for you though. You'll get one someday". It remains to be seen if he gets his phone. I know many stores have seen restocked since launch day. I have no idea whether this was resolved. As far as I can tell the OP hasn't been back Since yesterday.

 

[lordofthereef]

This is from the first post on this thread.

"He goes talks to a manager. He then said all we can do is take your name and call when wegetone. I said ok so tomorrow? He said we have no idea. The manager nevercame over and talked to me. I asked to talk to him. He basically saidsorry we will call you when one gets in. My question is how can thishappen?"

It's was not a "try back tomorrow we do not care". It was we will call you as soon as stock arrives. I've bothered to read the thread, and the OP was called personally by the Manager and stated he was very porifessional , and offered a free case.

For a launch day chaos resolution, I believe this was handled well, and the OP was contacted by the manager themselves and given compensation.

Please stick to facts.

If he was given compensation, I missed it in the hundreds of posts Thank you for pointing that out. Unsure what I feel a better resolution would be, but a case seems like brushing the customer off. I misread about the trying back tomorrow. I guess I'm annoyed because I had a terrible experience in line last year and felt even more blown off than this. And nice been promised call backs and emails that never happened. Forgive me for jumping the gun a bit on this particular situation.

 

[dazzlingirl]

Key word was possibly. Maybe the didn't get enough stock in. Maybe they sold one prior and it was defective so they gave that customer a different one which was yours accidentally. It could be anything really.

And to the poster above. Why would you "raise hell". What good does that do. Are people really that ignorant that they feel the need to "raise hell" over a cell phone. I could see if there was a food shortage and you were promised food for your family but didn't get any. Then yes "raise hell" but for a cell phone. Common. Really. Grow up.

Again, poor inventory management and execution. my expectations of Apple are pretty high when it comes to product execution. I was disappointed to say the least and don't apologize for how I feel.

In my post early on in the thread, I made it clear that I understand that things happen and that the manager did what he could to suffice me until the phone I ordered arrives; however, contingencies should have been in place for DOA units.

Trust me when I say it was hard watching others walk out of the store with thier orders as they entered the store from the reservation line.

 

[MH01]

Truthfully, yeah, your bad for bringing politics and religion into it. Because it has nothing to do with this thread lol.

And yeah, I would say offering no other resolution other than "we will call you" is pretty bad. That's basically saying "yeah I know you stayed up until 3am. Yeah I know sensational had it. Yeah I know you can out here because we told you to expect s phone. Sucks for you though. You'll get one someday". It remains to be seen if he gets his phone. I know many stores have seen restocked since launch day. I have no idea whether this was resolved. As far as I can tell the OP hasn't been back Since yesterday.

I admit when I take a debate the wrong direction.

I see you ignored the fact that your misinterpreted what happened with a number of posts and continue on the agenda that the OP is in limbo.

The OP was told he would be called. He was called, he was offered compensation and said he had a very professional chat with the manager. My assumption is they he has this phone right now and apple did he right thing. Up until OPs last post this was handled professionally by apple.

Please stop with the sensational, the OP has no idea when they will get thier phone, the OP was told just to keep turning up each day etc . Frankly those facts are not in what the OP has communicated.

Interesting the OP is one of the more rationale people on this thread.

 

[dazzlingirl]

I hope u raised hell.

No need to raise hell. The manager was able to sell me a 6s for now until my phone arrives. Plus he will waive the 14-day return policy requirement once my phone arrives.

 

[lordofthereef]

I admit when I take a debate the wrong direction.

I see you ignored the fact that your misinterpreted what happened with a number of posts and continue on the agenda that the OP is in limbo.

The OP was told he would be called. He was called, he was offered compensation and said he had a very professional chat with the manager. My assumption is they he has this phone right now and apple did he right thing. Up until OPs last post this was handled professionally by apple.

Please stop with the sensational, the OP has no idea when they will get thier phone, the OP was told just to keep turning up each day etc . Frankly those facts are not in what the OP has communicated.

Interesting the OP is one of the more rationale people on this thread.

I've since responded to and edited the post. And I haven't continued on the "op was told to keep coming in day after day". I said that once, and you already responded to that post... So I'm unsure what you mean, unless you were typing all this out in between my others posts...

 

[semicoln]

You should take this up to Barack Obama.
How dare they run out of stock...

Forget him. Take it to the UN.

 

[danilko1]

My appointment slot was between 5 - 5:30 pm and I arrived at 4:19 pm. I was the only person in the reservation line, checked in with the specialist and my phone was not available. How do you explain Apple possibly selling my phone to another customer when I was actually 45 minutes early for my appointment?

How would you feel if they gave you a free phone, for the problem?

How many people would this happen to, if a free phone was the solution?

 

[MH01]

To add on top of this, we've already seen some members literally demand a free case. Normally, a company will offer simply out of good will in an attempt to make things right. Demanding something simply because something went wrong is just like what was said - entitlement.

Normally, the best way to deal with something when it didn't go as planned and they offer an apology or recourse is to not buy the product and walk away. This is where it all fails, since most people will want the phone anyway, even though it's been delivered late. This is why there are some Apple locations who can care less if they decline to honor a preorder. And that's also why I support those here who also said to "take it to the next level".

I've had a MBA reserved when it first launched, turned up to the store and was told they had none in stock. Yeah I was disappointed, though mistakes happen, I was polite and the person I talked to took my number. At least I knew I did not have to call each day asking if stock was in or drop in. A few days later I got a call from the manager saying he had one reserved and to come and see him.

So I drop by, meet the manager, have a great chat , he explain that the personal that answered my call probably made a mistake as this was a new store and the staff were inexperienced, I told him I had no issues at all, as people making mistakes should not be seen as a negative, as long as people learn from those mistakes and do not repeat them.

The manager sold me the MBA and decided to throw in free apple care, not once did I hint at it, nor wanted anything, we were just very polite to each other. A week later I dropped by the store and offered him a bottle of scotch as a gesture of my gratitude. If someone does something for me, I feel the need to return the gesture. It's not the $$$ amount it's the gesture.

Hence my view that I find people demanding a free phone to be selfish and entitled

If you cannot resolve a situation, you should escalate . In this case the store manager dealt with the OP directly, and there is no need for escalation .

 

[dazzlingirl]

How would you feel if they gave you a free phone, for the problem?

How many people would this happen to, if a free phone was the solution?

Let me say this, my expectation in terms of a remedy would never include a free phone. I do think the arrangement between the manager and myself is sufficient.

 

[MH01]

If he was given compensation, I missed it in the hundreds of posts Thank you for pointing that out. Unsure what I feel a better resolution would be, but a case seems like brushing the customer off. I misread about the trying back tomorrow. I guess I'm annoyed because I had a terrible experience in line last year and felt even more blown off than this. And nice been promised call backs and emails that never happened. Forgive me for jumping the gun a bit on this particular situation.

No problem mate, understood.

Mileage varies between stores and managers, I've been very lucky with my store. Sorry that you had a crap experience.

I avoid these possible issues on launch day by having it deceived to work. Stores are too chaotic and too many new staff are brought in .

 

[lordofthereef]

How would you feel if they gave you a free phone, for the problem?

How many people would this happen to, if a free phone was the solution?

That's impossible to know because we don't even know what, exactly, caused the problem. I think expecting a free phone is rather extreme. But I see your point. The store needs to be given incentive not to screw up. And in your case, what I think yore implying is, that incentive is the store not losing $650+ for each screw up. Again, I think that's a bit harsh. At the same time, offering a case is certainly not much, imo. At the end of the day, if the resolution is on with the person who required said resolution in the first place, that's all that matters. There isn't an engraved in stone SOP for how to please a peeves customer at most retailers, and for good reason.

 

[danilko1]

Giving away a free phone results in customers expecting a free device everytime something goes wrong. A very bad precedent set, as customers will exploit it. Word will spread and you will have customers arguing with managers in other Stores sayin, "i saw on Twitter X got a free phone" the same happened to me or close enough , I demand a free phone. Customers will create issues!!

It's entitlement ! A free case or accessory is compensation . And it's entitlement from APPLE customers, cause I have never ever seen customers of other products on forums anywhere expect a free device is something went wrong.

Entitlement implies a right, or contract. His entitlement is for the reservation, period. There is no monetary value to such.

I proposed a grace, that only Apple could provide. I didn't suggest that the OP request anything. Again he can only request what was promised. That's why I wouldn't go with the word entitlement.

Since Apple is the sole control of fulfillment of reservations, how can a customer take advantage of that? This is all for argument's sake, mind you. In what way, can a customer turn a promise met, into a free phone? How can a customer, make Apple, miss their side of the reservation?

We are running a business and deciding how to best serve the customer. (Theoretically)

I proposed a free phone, because it's is a painful solution. Readers of this thread don't like it, and I think that means something. It's not more than what the customer wanted, it's not someone's job, it's not bars of gold. The customer isn't supposed to expect it or ask for it, in this one very single situation. But as we have already heard, there are three situations where Apple broke a promise. Three on this thread means more out in the world. This is possibly systemic and a problem for Apple.

 

[lordofthereef]

No problem mate, understood.

Mileage varies between stores and managers, I've been very lucky with my store. Sorry that you had a crap experience.

I avoid these possible issues on launch day by having it deceived to work. Stores are too chaotic and too many new staff are brought in .

I could (and in fact did) make a thread about my issues. Delivery wasn't an option because my account with Att was messed up (nobody knew at the time and I was promised emails and calls that never came). Finally fixed it but orders were shut down, so got in line only to have the store literally pick a person from the line at 6am and tell everyone to start forming behind her (the line beforehand was unruly and not listening, I'll admit). I asked the manager if they would allow lining up the next day and they said no, only to find out another line had formed at 6am. Not only that, the store opening an hour early.

I get that launches can be overwhelming. I get that mistakes are made. And I'm not even suggesting he be given a brand new Ferrari for his struggles lol. But it is frustrating to get blown off because I have been there. There's nothing like feeling like your time doesn't matter to the person who is supposed to be there to help you.

And so... This year, I made damn sure my preorders were in place. I even reserved two phones for in store (although based in this thread that wasn't a sure thing lol) as a backup. It didn't go without road bumps (all my carriers fault again), but it was a much better resolution. It's also a much better phone, so I'm all in all pleased.

 

[Appl3FTW]

How would you feel if they gave you a free phone, for the problem?

How many people would this happen to, if a free phone was the solution?

In your dreams man. It's not a 700 mistake.

 

[Applejuiced]

How would you feel if they gave you a free phone, for the problem?

How many people would this happen to, if a free phone was the solution?

What about a brand new Ferrari?
I'd settle for that

 

[danilko1]

The manager did offer a free case, and the OP didn't ask for it. So if the OP is happy with that. Then I suppose that is what a reservation is worth.

I suppose the manager could have offered, to deliver the phone to the OP. What do you think about that?

Forget the free phone idea. What about personal concierge/delivery, for the mistake? That too should shake things up a bit, because the manager will not want to do it, and will make sure the problem will go away in the future.

 

[Denmac1]

So you neglect to describe how that customer was treated when they arrived. My experience with Best Buy managers is that they are unavailable and uninterested in customer service (and I am being kind). So we dont really know how they got to the point of an outrageous request from the customer.

In my experience, if you (manager) are ready to offer some compensation that diffuses the customer. Most Best Buy managers come looking for a fight. That is, if you can actually get to the store manager these days.

This is so true. I was a vendor rep and it was like pulling teeth to get him to come out and review my visit as was mandated. Haven't spent a dime there since.

OP should send a polite email to TC. He will then turn it over to an an member of the executive team. Had a bad experience and this route was the best way to get resolution. Polite and nice goes a long way.

It's apparent that OP was there on time and deserved to have his phone.

 

[karmatourer]

In fact, Apple owes every person whose application was rejected for their payment plan some form of compensation. That's an even worse situation. Removing the the hard credit report inquiry is a start.

Great idea-reward for bad credit.

 

[Martin81]

WRONG! I queued up in my time slot outside Westfield White City in London and no one came and checked me in for 30 mins. I asked repeatedly if I needed to be checked in but they said there was a 3 hour grace period on reservations so it wasn't needed.

I got my phone no problem but by your standards I shouldn't have even though I was on time and waiting in my slot.

Keep calm! I just responded to the thread starter.

His experience was that his reserved phone was gone 15min after his time slot. So either this 3h grace period isn't usual in all store or there was a different problem. I can well understand that one is pissed when you show up on time in store but your phone isn't there.

 

[James717]

Keep calm!
I can well understand that one is pissed when you show up on time in store but your phone isn't there.

WWYD?

Seriously, if it was you, your money, your time, your patience, your expectations, your energy, your gas money, your emotions, etc., the disappointment you will feel will far exceed the "Keep Calm" suggestion you made. Plus, I have no idea how well, how understanding, how accommodating, how sensitive, how patient the Apple salesperson was.

I can well understand that salespeople and stores can screw up. Things happen. But such as in this case, a mistake not taken care of on site, on the spot, at that exact time, will give the exasperated customer vent up frustrations time to go home and become more and more disappointed at the time wasted to resolve the store's mistake.

I side with the OP. Last thing he or she needs to hear right now is "keep calm"

 

[Martin81]

"Keep calm" clearly refers to the quoted text by spinstorm and NOT the thread starter!

 

[bugelrex]

No. You should have known to check in when you got there. No different than a genius bar appointment or any other appointment system in the world.

Otherwise, how was Apple supposed to know that you were there when you were supposed to be? The iPsychic hasn't been invented yet (although rumors are that it is in beta testing)

At 5th ave store in NYC (the US Global flagship), there was no check-in. It simply went like this:
- go to store, someone makes sure you are within 10 mins of your appointment time before allowing to line up. No computer check, just looking at time on your printout
- no computerized checkin of any kind
- they only entered my appleID when I finally reached the front of the checkout line.

I waited 40 mins and was finally served about 10 mins AFTER my reservation window. If the store was slightly busier, it would have been 30 mins after my reservation window and the check-in would not have happened until 30 mins after my window