Disaffected Apple Upgrade Program customers can now call support for iPhone 7 order help

Posted:
in iPhone edited September 2016
Apple is allowing participants in the Apple iPhone Upgrade Program to call customer service, with some customers being presented with additional options for preorder, beyond what is available on the website.




On Sunday, Apple made minor changes to the Apple Upgrade Program webpage, and directed dissatisfied customers to call Apple support. Customers were then directed to a Specialist, who collated data on the user's preferred models.

No guarantees have been made by the Specialists. Customers calling are asked to give a few possible models desired, and aren't being assured that the first choice will be available.

Additionally, some travel may be required. The Apple support personnel are telling people that they'll receive a call back in less than 48 hours, with information on where to pick up the desired device.

AppleInsider has learned that there is a limited store transfer program available, which will be limited to no further away than one geographical area. For instance, a customer in Washington D.C. could potentially draw from supplies in Baltimore with the help of Apple support representatives, but not New York City.

Retail stores will still be constrained by stock on hand, even if some are set aside for program members. After reserve units are depleted, then program members will draw from the store stock.




The pre-order process for Apple Upgrade Program members started at the same time that regular reservations for the iPhone 7 launched. Participants in the program discovered that there was little, if any, available stock, and took to social media to complain about the situation.

AppleInsider was the first to report on Friday that some Apple retail store stock on release day will be reserved for Apple Upgrade Program members. However, quantities at this time available are still unknown.

"We don't know how many we're going to even get in total for day one, we're going to get crushed," we were told by an iPhone specialist on Friday. "We won't know until the day how many we have to set aside, and even then, we're only holding for a few days."
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Comments

  • Reply 1 of 48
    slurpyslurpy Posts: 5,179member
    Apple's biggest problem: Not enough supply to meet insanely high demand. 
    Samsung's biggest problem: Exploding phones causing destruction of property and injury. 

    Yeah. 
    nolamacguylostkiwidws-2jbdragonwatto_cobrajony0
  • Reply 2 of 48
    Good to hear.  It's easy to call people whiners, but if you sign up for Apple's own upgrade program and upgrading doesn't work correctly during pre-order time and you miss the release date, that's not a good customer experience.
    pbruttolostkiwidws-2
  • Reply 3 of 48
    volcanvolcan Posts: 1,791member
    Anyone know how the upgrade program works if you have no phone to trade in?
  • Reply 4 of 48
    @Volcan
    volcan said:
    Anyone know how the upgrade program works if you have no phone to trade in?

    You get a new phone with the full device cost with AppleCare+ split over 24 months.

    It's similar to how most cellular providers do it but you aren't tied to any specific carrier while you're paying off the device.

    edited September 2016 jbdragonsergioz
  • Reply 5 of 48
    let's hope next year Apple Upgrade Program users would get a half an hour starts.
  • Reply 6 of 48
    volcanvolcan Posts: 1,791member
    dantheman827 said:You get a new phone with the full device cost with AppleCare+ split over 24 months.

    It's similar to how most cellular providers do it but you aren't tied to any specific carrier while you're paying off the device.

    Great thanks. It is difficult to figure out how the new carrier offerings work with or without contracts. I'm with AT&T and my contract is now satisfied. Unfortunately their signal is not very good inside, or even outside, my house. I was thinking about switching to Verizon which is why I wanted the model A1661 which supports both networks. I'm not sure what Verizon offers but I really don't want any more contracts. I don't mind paying for data used as long as it is reasonable.
    edited September 2016
  • Reply 7 of 48
    Can someone point me to where, in the annual upgrade agreement, that it states that you are entitled to a launch day phone?.... Yeah, it doesn't.  So please stop crying.  
    joe28753mike1nolamacguyjbdragonpscooter63watto_cobra
  • Reply 8 of 48
    As I wrote to you on Friday, I am in the upgrade program and at 3AM, there was no stock (well - unless I wanted rose gold). So now, I called as this article suggested, gave the automated attendant the reason why I called, and received the message "due to high call volume, we cannot take your call" and was disconnected.

    The "high quality" Apple experience continues, lol.
  • Reply 9 of 48
    I don't see any special phone number for the Upgrade program and the first two times I phoned the 800 number I was advised they were too busy to accept the call and automatically hung up.  Third time I am on hold for going on half an hour.

    Not sure what the issue is with the Upgrade program for folks.  There is no guarantee from Apple that there is preference for those customers (and I'm one of those).  The program is pretty straight forward as far as the website is concerned.  I was able to reserve my new iPhone for first thing pickup on Friday.   For those that delayed, there is a wait for the Upgrade just as there is a wait for any customer who didn't pre-order early.

    My only concern now is the baseband chip issue (http://forums.appleinsider.com/discussion/194873/at-t-t-mobile-versions-of-iphone-7-likely-using-intel-modem-incompatible-with-sprint-verizon/p1 ).  The iPhone 6s was a world phone, able to access any carrier anywhere.  The iPhone 7 isn't.  I have AT&T (but no contract) and I use my iPhone with different carriers by changing out the sim cards and am considering going to Verizon.

    Despite the lengthy forum discussion I am still unclear if there is a downside to using a model A1660* or A1661* (the Verizon CDMA models) on AT&T in the US?  It appears to me that these models are true world phones (all bands available), but the others are not.





    jbdragon
  • Reply 10 of 48
    Can someone point me to where, in the annual upgrade agreement, that it states that you are entitled to a launch day phone?.... Yeah, it doesn't.  So please stop crying.  
    I was wondering this too. When did they ever advertise the program as a way to get first-in-line priority status? They never guaranteed a launch day upgrade did they? The purpose of the program is simply to offer a financing option for your new devices each year, but you'd still be subject to the first come, first served.
    TheRationalOnemike1lostkiwimwhitenolamacguyjbdragonpscooter63watto_cobra
  • Reply 11 of 48
    joe28753 said:
    Can someone point me to where, in the annual upgrade agreement, that it states that you are entitled to a launch day phone?.... Yeah, it doesn't.  So please stop crying.  
    I was wondering this too. When did they ever advertise the program as a way to get first-in-line priority status? They never guaranteed a launch day upgrade did they? The purpose of the program is simply to offer a financing option for your new devices each year, but you'd still be subject to the first come, first served.
    People still don't understand that we weren't able to order at all? Smh
    anantksundaram
  • Reply 12 of 48
    Good I'm glad Apple is doing this. Hopefully it will be a smoother process next time.
  • Reply 13 of 48
    sog35 said:
    appleluvr said:
    As I wrote to you on Friday, I am in the upgrade program and at 3AM, there was no stock (well - unless I wanted rose gold). So now, I called as this article suggested, gave the automated attendant the reason why I called, and received the message "due to high call volume, we cannot take your call" and was disconnected.

    The "high quality" Apple experience continues, lol.
    Since when do upgrade program participants have extra perks that the rest of us don't?

    Why should upgrade program participants get a better chance of getting a launch day phone then the rest of us that are paying $900 upfront?

    You need to stand in line just like the rest of us.


    They did. But there were non-upgrade program customers who were able to order while upgrade program owners were told no stock available. That's BS. If their local store wasn't allocated enough stock then let them order via the online pool and have it shipped to store.
    anantksundaram
  • Reply 14 of 48
    sog35 said:
    appleluvr said:
    As I wrote to you on Friday, I am in the upgrade program and at 3AM, there was no stock (well - unless I wanted rose gold). So now, I called as this article suggested, gave the automated attendant the reason why I called, and received the message "due to high call volume, we cannot take your call" and was disconnected.

    The "high quality" Apple experience continues, lol.
    Since when do upgrade program participants have extra perks that the rest of us don't?

    Why should upgrade program participants get a better chance of getting a launch day phone then the rest of us that are paying $900 upfront?

    You need to stand in line just like the rest of us.


    You don't understand. I was up at 3AM when the order line opened, but people in the upgrade program went to a different portal that had little stock - no jet black phones at all in the D.C. metro area and only a few 7 Plus phones in the entire area. So in fact, we were put at the end of the line. More than that, it didn't allow you to be put in any cue for any phone beyond the 17 September delivery. So people that didn't go through this program may not be getting their phone on Friday, but they are in cue to get one when it is available. People in this program can't get into that cue at all. So, I went to the Apple store and asked the manager if I could buy one, then bring it into the store to have it put on the program, but the answer was no. They was this is going, I need to wait until the store has stock. That could be early next year, at which time I won;t bother to upgrade at all.

    This is the first time ever that I have not been able to order a phone on the first day. I have had every version of the iPhone since day one, so it is a bit frustrating to be treated this way.


    whitescar87anantksundaram
  • Reply 15 of 48
    volcanvolcan Posts: 1,791member
    emoeller said:

    Despite the lengthy forum discussion I am still unclear if there is a downside to using a model A1660* or A1661* (the Verizon CDMA models) on AT&T in the US?  It appears to me that these models are true world phones (all bands available), but the others are not.
    Here is a really good article that explains everything:

    http://www.techwalls.com/iphone-7-plus-model-differences/

    Even the comments are very informative about special use cases such as use in various countries. The SIM-free unlocked version supposedly will not be available until October, but if you order the Verizon phone (A1660, A1661) it will work just fine on AT&T, but you will automatically be set up for a Verizon account when you purchase it at the Apple Store, not online. I guess you can cancel the Verizon account without penalty though, since there is no contract required, although there may be a set up fee involved. In fact just upgrading your AT&T iPhone requires a set up fee, although I have heard they will waive it if you complain. I'm going to wait for the SIM-free version and then decide what network I'll go with.
    edited September 2016
  • Reply 16 of 48
    joe28753 said:
    Can someone point me to where, in the annual upgrade agreement, that it states that you are entitled to a launch day phone?.... Yeah, it doesn't.  So please stop crying.  
    I was wondering this too. When did they ever advertise the program as a way to get first-in-line priority status? They never guaranteed a launch day upgrade did they? The purpose of the program is simply to offer a financing option for your new devices each year, but you'd still be subject to the first come, first served.
    The problem is IUP customers were limited to in store availability. I don't think that's fair. If the model they want is available from what was allocated to their nearest store then pick from that lot. If not, give them an option to order anyway and have it shipped to store. Again, not asking for preferential treatment or guarantees but when IUP customers are told not available while others are able to order that's BS. IUP customers are probably most likely to get a new phone every year so Apple should do whatever it can to ensure they're able to order one on launch day.
  • Reply 17 of 48
    slurpy said:
    Apple's biggest problem: Not enough supply to meet insanely high demand. 
    Samsung's biggest problem: Exploding phones causing destruction of property and injury. 

    Yeah. 
    Jet black was out of stock the minute people started ordering. That wasn't a demand issue. Same thing happened when the gold iPhone launched. Out of stock before anyone could order it.
    jbdragon
  • Reply 18 of 48
    Into hour two waiting for a specialist. Worst rollout ever.
  • Reply 19 of 48
    The problem is that people currently in the Upgrade program received worse access and inferior to new iPhones compared to people who weren't in the Upgrade program. This isn't whining about not receiving preferential treatment. 

    I am not currently in the Upgrade program but purchased my new iPhone last Friday morning through the Upgrade program. After reading about this mess, I have decided to cancel that order and go to one of the retailers selling new iPhones. I don't want any part of the Upgrade program so long as Upgrade customers receive inferior acces to new iPhones at product launch. 
    rogifan_newmacsince1988
  • Reply 20 of 48
    bmc-atx said:
    The problem is that people currently in the Upgrade program received worse access and inferior to new iPhones compared to people who weren't in the Upgrade program. This isn't whining about not receiving preferential treatment. 

    I am not currently in the Upgrade program but purchased my new iPhone last Friday morning through the Upgrade program. After reading about this mess, I have decided to cancel that order and go to one of the retailers selling new iPhones. I don't want any part of the Upgrade program so long as Upgrade customers receive inferior acces to new iPhones at product launch. 
    Start move. This is a big regret. At the time, it seemed like a no-brainer. Little did I know that Apple would supple no brains to make the program work for its customers.
    rogifan_new
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