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

2

Comments

  • Reply 21 of 48
    Oops, lots of typos today - I meant "smart move". Lol.
  • Reply 22 of 48
    I am an Apple upgrade customer, and I stayed up and was able to get on the Apple App Store app, approximately five minutes after midnight, and the cue that we were forced to use for the upgrade program said that no phones were available, so it's not a matter of wanting to be treated with priority, it's a matter of being treated Fairly, my daughter and her husband were able to get there's no problem, using the AT&T next plan, , I wasn't even given a choice to order a phone after launch day, things were really messed up, so it's not a matter of trying to get special treatment just because we have the Apple upgrade program, it was a matter of not being able to pre-order at all. So I stayed up for nothing, and if I want the black phone I guess I have to wait all the way till November, unless Apple can do something about it, and even at this time we don't even have a way to order the ones that are available in November, go figure
  • Reply 23 of 48
    3Spur said:
    I am an Apple upgrade customer, and I stayed up and was able to get on the Apple App Store app, approximately five minutes after midnight, and the cue that we were forced to use for the upgrade program said that no phones were available, so it's not a matter of wanting to be treated with priority, it's a matter of being treated Fairly, my daughter and her husband were able to get there's no problem, using the AT&T next plan, , I wasn't even given a choice to order a phone after launch day, things were really messed up, so it's not a matter of trying to get special treatment just because we have the Apple upgrade program, it was a matter of not being able to pre-order at all. So I stayed up for nothing, and if I want the black phone I guess I have to wait all the way till November, unless Apple can do something about it, and even at this time we don't even have a way to order the ones that are available in November, go figure
    I dialed again and was able to get into the cue for customer service - now 30 minutes on hold. I am losing interest fast. 

    I converted my office from MS and Palm to all Apple products. Somehow I feel really let down as a good customer.
  • Reply 24 of 48
    dws-2dws-2 Posts: 273member
    This is definitely a mistake on Apple's part, but they are trying to do what they can to fix it.

    I called this morning, reached someone after 20 minutes, then was on hold for about 35 minutes more, at which point the very nice reps said that they were going to do everything to get me a jet black iPhone 7 as soon as possible, and that they would get back to me within 2 days. They also volunteered their email and phone number and told me to call back if I wasn't reached. They said I might not get it on Sept 16, but it would be as soon as they could.

    In other words, they're in a horrible situation because of poor planning, but they are doing everything they can to make it right. Nothing more to ask for at this point.
  • Reply 25 of 48
    Waited 90 minutes to speak with an upgrade specialist rep only to be told I had the wrong department.
  • Reply 26 of 48
    appleluvr said:
    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.


    Cry Cry Cry my daughter in N.Y. was up at 3AM with the same problem but with Verizon she text me saying she can't get to the order line so stop crying she has, she will wait like others to get her phone...
    jbdragon
  • Reply 27 of 48
    There certainly seems to be a disconnect for folks re-upping on the IUP. Wonder if there if there was a time and geographical pattern to the IUP stock outs? Fortunately, I had no issues at ~ 2:10am CDT. I am in the Chicago area. I have launch day pickup reservation on an 7 Plus Black (renewal IUP) via the Apple Store app. At 3:30am CDT - after confirming my girlfriend's phone was off carrier contract - I was also able to preorder another 7 Plus Rose Gold (new IUP ) for launch day pickup via Apple's website. http://screencast.com/t/gAXMkof1 http://screencast.com/t/fr7c49dxnJl
    edited September 2016
  • Reply 28 of 48
    Hmm wonder why Apple would post this if we the upgrade members were given the same chance as everyone else to get the phone.  Oh we should stop crying tho I forgot.  Apple is taking care of me as I was one of the ones affected by the immediate out of stock when preorders went live.  
  • Reply 29 of 48
    I am echoing what several here from the DC area have said. I am also based in DC. I couldn't get into the Apple Store App until 3:10. When I did, somehow there wasn't a black or jet black iPhone 7+ within 50 miles for Apple Upgrade Program customers. I understand both sides of the debate, but when we in the Apple Upgrade Program don't even have the ability to order something the general public can, its simply not fair. I don't expect priority or a special allotment as an Upgrade customer, but I do expect to have a fighting chance at 3am to get the phone I want. First time since 2007 I haven't gotten the model I want when waking up at 3 am to order. I am at an 1:45 on hold trying to talk to the Apple Upgrade Program desk to see if they can fix this. If not, I will just take the Silver I was able to get a reservation for and try again next year hoping it will be better. 
    rogifan_new
  • Reply 30 of 48
    Slightly different problem. I used my iPad Apple Store app to order a watch and a phone just after midnight. Watch order went through fine, got confirming email. Then, because I decided to order the phone on the upgrade plan for the first time, I was directed to a different portal. There, I did everything as directed. Found an email in my box the next morning saying my jet black 128 was on reserve for me, but I needed to complete the transaction by 4:00 pm Saturday by clicking on the link in the mail. I did so and answered all the questions and filled in all the blanks. A screen then told me I could begin using my phone as soon as it arrived. 

    This morning I wondered why I never got a confirming email. Went to my account and found only the watch pending. Called support and after two hours was told that there was no record of my purchase. I could still get a phone, but not until Oct. 25. The whole point of getting into the upgrade program on day zero was so that next year I could get the newest phone on the first day too. Waiting over a month after everyone else has theirs is a no-go for me. I complained bitterly and the person said she'd check with her supervisor, but after an hour on hold I hung up. Will take my chances at the local store on Friday. Worst roll-out ever!
    pscooter63
  • Reply 31 of 48
    This was the right thing for Apple to do. 
  • Reply 32 of 48
    volcanvolcan Posts: 1,799member
    Is it that they are lacking adequate manufacturing capacity or is it their cautious approach to controlling inventory on hand?
  • Reply 33 of 48
    volcan said:
    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.
    Thanks for sharing this link, it is very helpful information.
  • Reply 34 of 48

    In our family, we have 4 existing iPhone 6Ses we bought Sep 30, 2015, in store.

    The 1 other person in the family ordered an iPhone 7 Plus 256GB Black on upgrade program (new enrollment) on pre-order day -- and will receive the iPhone Oct 4-10.  Totally online and shipped -- no store reservation or in-store pickup needed.

    All 4 of the people already on the upgrade program want to upgrade to iPhone 7 Pluses because of the camera -- but choose various sizes and colors.

    We live in the East Bay area of San Francisco -- and the nearest Apple Store is Walnut Creek, about 60 miles round trip (1/12-2 hours).  There are other stores in the area, e.g. Palo Alto, Stanford, San Francisco.  But these are terribly inconvenient -- Palo Alto is a 2 1/2 hour trip each way due to traffic -- and there's always traffic during the hours that  Apple Stores accept reservations.

    Now, couple this with the fact that only 2 people have cars and drive.

    We have always been able to order iPhones on pre-order day and get them in a reasonable period of time...

    NOT SO, IF YOU ARE AN  EXISTING UPGRADE MEMBER!  WE COULDN'T EVEN GET IN LINE TO ORDER AN iPHONE!

    Even if we could order the upgrade iPhones -- it is likely that we would have to make 4 different trips to 4 different stores to upgrade our iPhones...

    Not only that, unless the person whose iPhone is being upgraded goes with the driver for the upgrade, he/she will be without a phone for the duration of the reservation and the round trip... couple hours minimum,  and taking time off from school or jobs are out of the question...  So there's little possibility that these 4  

    Is this a Joke?

    Can a company who cares so much about customer sat -- really make their loyal (upgrade every year) customers go through this Machiavellian process?


    What we decided to do:

    • wait to receive the  iPhone 7 Plus 256GB Black shipped from a new enrollment on the upgrade program -- arrives Oct 4-10
    • allow each of the other 4 family members to experiment with the new iPhone for a day, or so
    • determine whether they want to upgrade to an iPhone 7 or iPhone 7 Plus
    • determine if they wl be satisfied with alternate colors or capacities
    • hope that supply stabilizes for existing upgrade program members

    Realistically (hopefully), we are looking at late Oct or early Nov when we can upgrade our iPhones with one or 2 reservations and trips to a nearby Apple Store.


    Now, it is interesting that the new enrollee to the upgrade program was able to:

    • qualify her credit online
    • place her order for the desired iPhone carrier/model/color/capacity online
    • receive confirmation through email
    • have her iPhone shipped to her
    • be billed to her credit card for tax and 1st payment when the iPhone ships

    No inconvenient in-store reservation required -- no fuss, no muss, no bother!

    Why can't  an existing upgrade program go through the same process with these additional steps:

    • when the new shipment is received, swap the SIM card into the new iPhone
    • return the old iPhone to Apple with the included free postage label and the new shipment box -- a trip to the local mail center
    • on receipt at its facility, Apple evaluates the the condition of the old iPhone  -- just like they do in an in-store reservation
    • Apple adjusts the upgrade contract to reflect the new status -- just like they do in an in-store reservation

    I know this through-the-mail procedure is possible and acceptable to Apple because it is the procedure that is used when you repair an iPhone by mail.


    Finally, to describe the Apple Upgrade Program as it exists, Dante said it best:   "Abandon all hope, ye who enter here."

    MMM... The Apple Dante Upgrade Program!

    edited September 2016 pscooter63macsince1988
  • Reply 35 of 48
    As others have said, IUP owners are not looking for preferential treatment, just to have a chance to buy a phone like other buyers, which we definitely did not have on launch night.

    I called the number around 3pm EDT, waited about 45 minutes to get to a rep, gave him my info, and he went off to see what he could find for me. He checked back every few minutes to make sure I was still holding, and at about the 90 minute mark said he thought he was about 5 minutes from getting into the system. That was the last I heard from him, and the call was disconnected after 2 hours 8 minutes. I had been in a pretty good mood until then....

    Back on hold waiting for a rep now.
  • Reply 36 of 48
    (Just to go along with the theme of the day, AI's boards are hiccuping badly, causing duplicate posts)
    edited September 2016
  • Reply 37 of 48
    This was the right thing for Apple to do. 
    Yeah, it was the right thing to do -- but apparently they did it, badly...

    Yet, I've always said:  If a thing is worth doing, then it's worth doing it, [even if] badly!

    edited September 2016
  • Reply 38 of 48
    Second attempt ended at a full mailbox after a little over 30 minutes.

    Currently a little over an hour into my third attempt, have successfully reached a human being again. She assures me that she'll call me back if we get disconnected - we're both on hold with some point in the process (I think checking with IUP to make sure I'm current and eligible to upgrade).
  • Reply 39 of 48
    What acc bunch of cry baby's icu great.  Poor things, can't get a iPhone day 1. Who the f cares!!
  • Reply 40 of 48
    Is there some kind of bylaw that requires an a$$hat to stop by every few posts to bless us with his wisdom, enlightened worldview, and challenging grammar/spelling?
Sign In or Register to comment.