White iPhone 4 Manufacturing Delay, Some Apple Pre-Orders Being Canceled

[charlituna]

I reserved one for in store pickup and after I didn't think the order went through 6 hours later, I ordered one for delivery from Apple.com. My order is now missing when I check the status on Apple.com. WTF???

Luckily a day later, the email confirmation came through for the reservation, but the online order is now completely gone. It doesn't even show a status.

6/24 is going to be a disaster.

Your case makes sense. If you reserved online then you went through the whole account thing yes, so your line was probably tagged as about to be upgraded. So when the online order tried to process it could use 'eligible for upgrade' as June 2012. And thus cancelled.

Some folks that tried to order both on ATT and Apple got hit with the same thing. The first order didn't appear to go through but did, so the second one cancelled. Many called ATT and got their line sorted out and then called Apple online and the order was reinstated and is still on track for the 24th

 

[CubusX]

Phone

Sorry, you're just plain wrong. I don't understand how you can just ignore basic principles of contract formation. You're saying that even after:

1) I sign a formal written contract presented by AT&T;
2) AT&T checks my account and authorizes payment;
3) Tells me via online account management that:
a. My new contract runs until June 2012
b. My upgrade eligibility is 18 months from now; AND
4) Provides confirmation of new contract and order

After all this, I'm free to just say, "nah, I'm cool" and AT&T can do the same because they never accepted my offer to purchase the phone? Like I mentioned earlier, absent exculpatory clauses like the 30-day trial period, this absolutely has to be a valid contract.

But I'm dropping it there. I'm done with this debate. Believe whatever you want to believe.

Technically the contract should not start until the phone is in your hand and you personally activate it. They might have side stepped this due to the amount of iPhones that wound up on other networks.

If they didn't send the phone to you then they broke the contract and you should be in the clear.

 

[bigrock]

i had my order canceled. in fact, i received the email twice last night. i was definitely eligible for an upgrade. paid with a visa (not debit) card. charge is still on hold.

i tried numerous times on tuesday to order online, both at at&t and apple. finally around 7:30pm ET, it went through with apple, and received confirmation email a couple hours later.

first thing this morning, called at&t. no idea why it was canceled. in fact, there was no activity on my account other than bills being paid.

spent 2 hours on the phone with apple immediately after that. first response was "you didn't agree to terms and conditions email." of course, i never received anything like that, as i've been an at&t customer since 2000. also stated in my confirmation email that it says "you agree to at&t terms and conditions..." get transferred to customer service manager. she tells me that the orders go through a second eligibility check (via at&t servers) before they ship, and that mine was declined. i replied "that's impossible, i'm definitely eligible, i've owned an iphone since the very first one." i log on to at&t and check, and it says "eligible for an upgrade." unsure of whether or not my numerous attempts to purchase from both sites caused it or not, but she took down my contact info, says she'll look into it and get back to me monday or tuesday.

so now, my price guarantee from gazelle is pretty much shot if i have to order again, as the current ship date is past the 30 day mark.

and once again, looks like at&t has botched something else. go figure.

 

[charlituna]

crazy thought

It's total ******** that Apple doesn't tell people when the white iPhone will be available. Why do they have to make everything clouded in secrecy??

Wild idea. Maybe they haven't said because they don't know yet. Apple already looks stupid for having a problem at all. If they set a date and can't make it, they will look even stupider

 

[tshandy]

This is all too funny. How many people ordered/reserved iPhones at Apple and AT&T intending to cancel one if the other doesn't go through? Just so they could have all the bases covered? Isn't that a contract as well? And now Apple & AT&T are canceling orders--the tables have turned. I refuse to believe any of these orders were cancelled arbitrarily and there is undoubtedly a reason, however minor, behind each cancellation.

 

[3282868]

Technically the contract should not start until the phone is in your hand and you personally activate it. They might have side stepped this due to the amount of iPhones that wound up on other networks.

If they didn't send the phone to you then they broke the contract and you should be in the clear.

When an iPhone is shipped it is scanned and the UUID is linked to the purchaser. This is the case when purchased in person at an Apple store. As such, technically, the iPhone is in the hands of the purchaser, not literally of course. As policy states, you have 30 days to return or cancel your iPhone/AT&T account without penalty (I believe it used to be 14 days). Once your card is charged and the iPhone is scanned and linked to your AT&T account and shipped you are in a contract (plugging into iTunes is another formality that restates the contractual agreement with AT&T). As I worked for Apple I am well acquainted with Apple/AT&T policy. Now, I am not familiar with the fine print, there may be a loophole, but if you purchased an iPhone and it has not shipped, I am not certain of the legality regarding their right to cancel an order. I do know that when a customer comes to the store and purchases an iPhone in person it is instantaneous. With regard to the online process, I would believe the same would hold true regardless of whether the iPhone was shipped. It would be tantamount to allowing a customer to purchase an item in store then taking it back. Once ordered, the seller should be liable for any complications on their part regarding the sale. This is fact with many companies. Apple and AT&T's cancellations seem unprofessional and quite frankly bad business. Whether they are legally responsible is up for debate, but certainly interesting.

 

[charlituna]

Regardless, I have the $199 price reserved and if Apple states there was a mistake, they HAVE to honor the price commitment (used to work at Apple as a Genius). So if any one else is in this situation, Apple's policy states that the $199 price must be honored if the customer was erroneously allowed to pre-order/reserve their iPhones.

I would double check that. Because I believe that those price laws don't work on cell phones because the actual price paid is (in the fine print) subject to approval.

 

[CubusX]

It's Funny

Nice person!

AT&T and APPLE have both boned the customers and yet you all flock to them.

 

[3282868]

I would double check that. Because I believe that those price laws don't work on cell phones because the actual price paid is (in the fine print) subject to approval.

As I worked in an Apple retail store it is policy. In fact, I once had a customer than complained about the price of an iPod in front of another customer. I not only had to honor the price, I also had to honor the price for the same item the customer overheard being debated. Apple does what is possible to avoid any legal complications. This holds true for shop lifters. If seen, let security or management handle the issue as to avoid lawsuit. As an ex-manager for Banana Republic years ago, the company owner Gap, Inc. had a direct policy to let shoplifters go as many lawsuits incurred from individuals who claimed to have been falsely accused of shoplifting. It's bean counting. Letting an individual purchase an item at a given price (whether informed through an Apple employee or otherwise) is much cheaper than handling any possible lawsuits that may incur.

 

[3282868]

Dumb statements? Everything I laid out there about bedifferent's situation was gleamed right from his own posts. I didn't misconstrue a single part of his situation. I passed judgement on him for having the audacity to try and hold Apple accountable for AT&T's mistake and that's all I did.

Again, you misconstrued about 99% of my statements:

My purchase through the Apple Store Application was attempted as the last time I spoke with AT&T they stated they will rectify the issue (which makes this an Apple issue, not AT&T). When the order went through I assumed the issue was rectified. I phoned AT&T to confirm this, but was informed otherwise. As of right now it is unclear whether the issue will be rectified but AT&T stated that a resolution will be given by the 23rd of this month. AT&T is aware that it was THEIR mistake, however due to the alarming sales of the iPhone 4 management is overwhelmed with requests that they are simply pigeonholing issues as there are too many to handle. As well, when I spoke with an Apple rep, she said to pickup the iPhone 4 on the 24th as their policy states they must honor the price given. I even stated if they do not, I will pay full price. How is this selfish? The last rep I spoke with sent my claim as "urgent" with a full explanation.

In the future, don't make assumptions without knowing the full facts. Online rants are not necessary as they inflame others and derail threads. As for being called out and your claim to have "proven your point", you have not and have misunderstood my situation and the situation of others. Instead of being emotional, be objective and read and understand the full facts.

Again, thanks for the response. As I too have worked in retail, I know all too well how some customers treat others and can be rude and arrogant.

You're right, I'm not a lawyer, I'm a pharmacist.... But I talked with a friend of mine who is in your same situation (just graduated and sitting for the bar in less than a month) and even he is of the opinion that there really isn't a "signed" contract.

First, if you know not of what you write, then why are you vehemently claiming to know? Second, Any time a sentence begins with "I talked with a 'friend' of mine", more often than not the individual is producing a false scenario to back up their erroneous claim.

As a self-professed pharmacist I would recommend Klonopin (Clonazepam), you need to CALM DOWN. Now LET IT REST.

 

[tigress666]

I really hope the entire server crashes and those nice little iPhones are nothing more than paper weights for a few hours.

Won't bug me too much. Long as I am assured I have one before I leave on my trip July 21rst is all I really care. I'm facing the crowds cause I missed the pre-order but did get a reserve and it looks like that is my best bet on getting one before then (otherwise it looks like it may be really iffy I'd get one before then).

 

[DotCom2]

Wild idea. Maybe they haven't said because they don't know yet. Apple already looks stupid for having a problem at all. If they set a date and can't make it, they will look even stupider

"because they don't know yet"

So why can't they come out and say exactly that!?
But nothing?

 

[charlituna]

Apple must honor that commitment, if they don't in the store then speak with management. "Glitch" or not, it was approved and verified.

Please. Stop telling people these things because you are most likely wrong. You were a Genius. You fixed phones and crap. You were not a manager, you did not work for ATT and if you are a consumer protection lawyer with current facts about every state and federal law you would be hawking that and not that you used to work for Apple as a repair guy.

You are helping no one by telling them to go bitch to the store manager about breaking a likely non existent law.

If this was a freaking case they had marked as $24.99 when the price is actually $29.99 that would be one thing. But cell phones are a different matter with different rules and money down, you are totally wrong about what you are saying, even if someone was 'approved' for a lower price on the pre-order.

"because they don't know yet"

So why can't they come out and say exactly that!?
But nothing?

The best they could do is tell folks the symptom -- discoloring or whatever -- not the cause. folks will want to know when they will know the cause, which they won't know. which isn't any better than silence.

not to mention that Apple never talks until they have the answer. preferably the confirmed and tested answer, cause they hate maybes

 

[3282868]

Please. Stop telling people these things because you are most likely wrong. You were a Genius. You fixed phones and crap. You were not a manager, you did not work for ATT and if you are a consumer protection lawyer with current facts about every state and federal law you would be hawking that and not that you used to work for Apple as a repair guy.

You are helping no one by telling them to go bitch to the store manager about breaking a likely non existent law.

If this was a freaking case they had marked as $24.99 when the price is actually $29.99 that would be one thing. But cell phones are a different matter with different rules and money down, you are totally wrong about what you are saying, even if someone was 'approved' for a lower price on the pre-order.

RE: Post #435

As I worked in an Apple retail store it is policy. In fact, I once had a customer than complained about the price of an iPod in front of another customer. I not only had to honor the price, I also had to honor the price for the same item the customer overheard being debated. Apple does what is possible to avoid any legal complications. This holds true for shop lifters. If seen, let security or management handle the issue as to avoid lawsuit. As an ex-manager for Banana Republic years ago, the company owner Gap, Inc. had a direct policy to let shoplifters go as many lawsuits incurred from individuals who claimed to have been falsely accused of shoplifting. It's bean counting. Letting an individual purchase an item at a given price (whether informed through an Apple employee or otherwise) is much cheaper than handling any possible lawsuits that may incur.

First, I worked retail as a "Family Room" post, then a "Creative", then a "Genius". I am well familiar with Apple policy. Second, if an employee or online purchase states a given price, Apple must honor that price regardless if it is accurate or not. This is not misinformation, nor am I stating people should throw a tantrum in a store. Speaking politely with management is not the same as throwing a fit, you're being dramatic and exaggerating statements.

This whole situation is ludicrous. So many individuals are nit picking others with information they know now. I wouldn't claim to know how to remove an appendix as I am not a doctor, so why are you claiming to know Apple policy when you never worked for the company?

 

[pcmike]

You may want to take some of your own advice, people can see through the crap you keep posting. We get it, you're mad and want to hold someone accountable. Keep talking to the responsible party, AT&T, and leave Apple out of it. Your situation is intrinsically unique and you know it, so don't try to pretend like you were just helping others out. Self-professed? More like Board of Pharmacy pronounced, but I digress.

Again, you misconstrued about 99% of my statements:





Any time a sentence begins with "I talked with a 'friend' of mine", more often than not the individual is producing a false scenario to back up their erroneous claim.

As a self-professed pharmacist I would recommend Klonopin (Clonazepam), you need to CALM DOWN. Now LET IT REST.

 

[3282868]

You may want to take some of your own advice, people can see through the crap you keep posting. We get it, you're mad and want to hold someone accountable. Keep talking to the responsible party, AT&T, and leave Apple out of it. Your situation is instrinctly unique and you know it, so don't try to pretend like you were just helping others out. Self-professed? More like Board of Pharmacy pronounced, but I digress.

How am I mad? You can read my emotions? Wow, you must be a clairvoyant.

Now where's that ignore button?

 

[helpinghand]

ow do you know this? Are you absolutely sure?

If this is true, this is rather inflammatory information for AT&T.

Yes, 100% positive. If you used a Debit Type credit card on the ATT site, your order will be cancelled. It has nothing to do with the "agreement" they are suppose to send you. There are a lot of ATT (and Apple) people who don't know what is going on.

ATT screwed up on this one, they should have said to use a "regular" card on their website during the pre-order process, like they did in their stores for pre-orders.

 

[charlituna]

RE: Post #435

An ipod, like a case, is a set price item. there's no service contract etc that determines the price paid

THAT is why you were told to honor it. You probably didn't have to, legally, since it wasn't a mispriced item in the store but rather (from what you say) more a case of someone saying "well it's $5 less at Best Buy, go there". So even without a legal requirement the boss said price match it. Because internal policy gives that discretion if it means that said person will likely come back there to buy more stuff later rather than Best Buy etc

But again, that doesn't mean that a cell phone is the same game. Unless you can list the applicable laws in all 50 states (with citation) that say that it is the same, stop telling folks your bad information. All your advice will do is get them no where on getting the price honored and if any of them get pissed off enough they could find themselves removed from the store, denied being able to buy the phone, banned etc. Depending on how pissed off and rude they get and how pissy feeling the manager is at that point in a very crazy busy day. And Apple will be at no fault because there are laws allowing them, as a private company, to refuse service to anyone they choose.

so why are you claiming to know Apple policy when you never worked for the company?[/B]

For all you know, I do work at Apple. I'm just not telling. Frankly it is none of your business.

And my beef is that you are putting forth that Apple has to honor that lower price as a matter of law. But as an Apple store anything, you haven't shown the knowledge or experience to make sure a statement of fact. You haven't stated your legal credentials, area of expertise or cited a single actual law related to the matter.

The thing I don't understand, if you agreed to the term and conditions when you placed your order and Apple confirmed this in your Order Acknowledgment email, why would ATT send you another email stating that you only had 72 hours to agree to the terms that you already agreed to.

Two sets of terms

Apple's is the one with things like restocking fee, you jailbreak/unlock and no warranty, what is and isn't covered in terms of accidents etc.

ATTs is the service terms, ETF etc.

You have to agree to both

 

[charlituna]

iPods and iPhones should be limited to those with macs only. Lets keep Apple small a more niche.

So you want Apple to lose an anti-trust suit. Cause that is exactly what would happen if they were to tie their lines up in such a way. Especially now.

 

[cmaier]

So you want Apple to lose an anti-trust suit. Cause that is exactly what would happen if they were to tie their lines up in such a way. Especially now.

No they wouldn't. Such tying is illegal only if it leverages a monopoly. Apple has no monopoly in smartphones, so they have nothing to leverage.

What would actually happen is people would stop buying iPhones.

 

[3282868]

SNIP

I never stated matter of LAW, I stated Apple POLICY to avoid legal ramifications. Big difference.

With regards to your other statements, there is no need to respond. This has become so childish and a waste of time, it's laughable.

 

[charlituna]

And once you complete the process, agree to pay, and sign the contract, why exactly do you not have a contract? You can look online and see that upgrade eligibility has moved back by 18 months and everything. Everything is complete. After this point, if AT&T decides to cancel an order, how is that not a breach of contract?

Because ATT didn't sign their agreement.

Taking your money would have been their agreement to the contract. They didn't take your money, because they don't agree.

Bound to be a lot of unclaimed rerserved iPhones at all the Apple Stores Friday morning. So if your order got canceled and you're within driving distance of an Apple Store, you should be able to score one Friday morning.

Unless they do like they did for the ipad and around 5-6pm let folks sign up on a wait list for unclaimed phones.

With regards to your other statements, there is no need to respond. This has become so childish and a waste of time, it's laughable.

Then don't waste your time. I really don't care. Because I didn't reply to you for your response. I knew the moment you said you worked for Apple, once upon a time, that you would defend your vast knowledge against all attacks even if it meant calling me stupid, childish etc.

But this isn't about you. It's about all the folks that might have seen 'Apple Genius' and think that that means you know what you are talking about. They will read my replies and hopefully do some thinking about my rebuttals and consider that maybe I might know what I am talking about. Even without me name checking my status as a current (not used to but am) Apple Store Manager. Which I might be, I might not be. As I said before, it is no one's business

 

[pheller]

My order went in to store.apple.com on the 15th at 7:10pm PDT. It was cancelled at 12:08 PM PDT the 19th.

Didn't get the email notification until late last night.

After fuming for a good 30 minutes, it occurred to me that I recently received a text from AT&T saying something about my automatic billing.

I logged into AT&T and immediately realized the problem was that the credit card number used for automatic billing belongs to a card I lost during a bachelor party a week ago, and subsequently reported lost.

The AT&T website indicated I was past due, though my due date isn't actually until tomorrow.

Should AT&T immediately quash an order when someone with a perfect billing record has a day past due? It's my opinion that they shouldn't. But, whatever.

Billing issue resolved, new order placed, I'll get the phone when I get the phone!

 

[3282868]

But this isn't about you. It's about all the folks that might have seen 'Apple Genius' and think that that means you know what you are talking about. They will read my replies and hopefully do some thinking about my rebuttals and consider that maybe I might know what I am talking about. Even without me name checking my status as a current (not used to but am) Apple Store Manager. Which I might be, I might not be. As I said before, it is no one's business

You're incorrect on all accounts, and my reference to "childish" and "waste of time" was in regards to the numerous commentators who are unnecessarily attacking others. It is childish.

As an ex-Apple employee at the Victor, NY store and then corporate on West 14th in NYC, I can assure you of my statements. You claim to be noble in your efforts as you state I am misinforming others and as such will lead to issues. If that is the case, then why directly confront me and not simply state that Apple policy is not "..."? It is obvious you had a personal issue and felt it necessary to air that publicly. There are mature ways in handling commentary, and it appears that many ARE childish on this forum. If you wanted to help others, simply state what you BELIEVE to be true.

That's all.

And frankly my head hurts from all of this rhetoric. Rebut till your hearts content, we'll agree to disagree. After all, there's an oil spill in the gulf, poverty in Africa and families starving who would love to have a simple meal on their plates. Arguing over a piece of electronics that will most likely be discarded next year is rather moot, I was simply stating my experience and relating it to the experience of others. A lot of commentators are reading into the postings of others and as such are angrily responding and then refusing to admit when they may be wrong. It's called humility. The internet make it easy for individuals to berate one another due to anonymity, it's a shame that this brings out an ugly nature to those who refuse to be "human".

 

[charlituna]

If that is the case, then why directly confront me and not simply state that Apple policy is not "..."?

Is that what you want okay fine. You want me to say, straight out, that you are wrong.

Okay, you are WRONG. Straight up, talking out of your ass. You are attempting to apply practices used for customer service on set price items to the iphone as if they are the same thing, which they are not.

Apple has no policy of honoring advance upgrade approval etc on the iphone. Even if it says $199 one hour before, if it doesn't when they charge you for the phone, you pay according to what they are told at that time. In store, or online

Balls in your court, find me in writing something that proves me wrong.