The new iPhone 15
Dookwich's profile

Scholar

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109 Messages

Sunday, September 14th, 2014 8:55 PM

Calm down, people.

I know there are a lot of folks frothing at the mouth over this and can't fathom why there's an apparent delay in iPhone 6+ shipping. Here's what happened, as I understand it:

 

Pre-sales were supposed to go live, across the board, at 12:01 AM PST. People loaded up the Apple site or their carrier site of choice (or both). Some folks are still unaware of this, but a technical error allowed people to order at least 15 minutes early from AT&T (I was one of them - I got my order in at around 11:54 PM and still got an initial ship date of 10/02). A lot of people took advantage of this, leading to a large number of stock being spoken for before the "official" presale time. This is why people who ordered minutes after midnight from AT&T were getting mid-October ship dates. 

 

12:01 rolls around and Apple was still having problems, which caused a significant number of people to switch over to the carrier sites to make their orders. The huge influx of orders which otherwise would have been placed at Apple caused AT&T's projected ship dates to push back two months. Most people were shocked upon seeing these ship dates and cancelled their orders, and instead ordered from Apple (or somewhere else), hoping to get their phone on launch day.

 

Here's the kicker, though: It doesn't matter where you order from. They're all coming from the same source (Apple), and they will be shipped in the order in which they were received. If your order is processing or preparing for shipment, DO NOT CANCEL IT. If you cancel, you're essentially losing your place in line and you're only going to get it later than you thought you were in the first place. Don't take your aggression out on AT&T's employees. It's not their fault, and they're trying to deal with this fiasco as best they can. There are a ton of cancelled orders due to impatient people, and those will have to be cleared from their system. Once that happens, it will become apparent where you stand, and even more apparent when the tracking numbers go out next week.

 

From what I gather, if you ordered within the first few hours, you'll likely get your phone on release day. But even if you don't, so what? I know it's the "new hotness," but in reality, it brings little new to the table. If you currently have an iPhone, it can already do everything the 6 can do. There's been a lot of outrage over this ordeal, and most of it sounds exactly like the whining of a petulant child who didn't get the toy they wanted when they wanted it. You're better than that!

 

Just put things in perspective, chill out, and give AT&T (and everyone else) a few days for the smoke to clear. You'll get your phone.

Scholar

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109 Messages

9 years ago

Totally agree. No one should be able to just walk into a store and pick one up until every single order made up until 11:59 PM PST on the 18th has shipped. 

Professor

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1.7K Messages

9 years ago


@Dookwich wrote:

No one should be able to just walk into a store and pick one up until every single order made up until 11:59 PM PST on the 18th has shipped. 


And unicorns, rainbows and ponies for eveyone.

Mentor

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50 Messages

9 years ago

I don't know about unicorns rainbows and ponies--I just want the phone I stood in line for Friday morning. I am a paying customer and don't think first come first served is unreasonable. I did talk to a store and asked about walking in Friday and they said it depended on preorders. Time will tell.

Mentor

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43 Messages

9 years ago

Actually no.  I do blame AT&T because apparently despite staying up and ordering as soon as the site was live for me, due to being a Premier member, my order was processed at 6:40am.  Now I'm looking at receiving my phone a month after release because of AT&T's policy. 

 

I'm not happy.  I know AT&T doesn't care-  but there it is.

Teacher

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19 Messages

9 years ago

How is it AT&T's fault that "they can't track their own inventory" when they (1) dont know how many phones they will get by Thursday, (2) people keep ordering and canceling, and (3) they don't know how fast inventory will be replenished?

 

Yeah, allowing the ordering to start 15 minutes early was a mistake, but in the IT world, stuff happens. You can test and plan all you want, but until theres 100,000 people trying to access your ordering system at once, you just dont know. There's millions of people in the US alone trying to get their hands on this phone. Phone orders are not simply putting a widget in a box like you are ordering a book or a iPod. It ties into contracts, phone number, IMEI numbers, network authorizations, etc.

 

Employees are having the deal with rude customer after rude customer call in to complain that the shipping date is X days away... like the person they talk to is actually putting the phone in the box and sticking the label on it.

 

The employees are human. Give them a chance. Everyone freaking out and canceling and placing duplicate orders are adding to the problems. It will be sorted out in the beginning of next week. The more people that cancel, the higher I move up on the list.... so cancel away!

Tutor

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5 Messages

9 years ago

For starters, telling any angry person to calm down is condescending and generally unhelpful. The same goes for minimizing the significance of the subject at hand (i.e. it's just a phone, labeling people as whiners or impatient).  People becoming upset and communicating frustrations indicates desire for change.  It's not up to one person to dictate to another how they should feel about anything - actions are a different story.

 

The assertions as to what happened certainly seem sensible although we do not have any sort of official communication from AT&T.  Regardless, this is not AT&T's first rodeo and therefore it also makes sense that there are customers angry at inconsistent expectations being set by the merchant (AT&T in this case).

 

Frankly, the details of what happened don't matter.  When you partner with a supplier and set certain expectations for delivering to the consumer, you're also on the hook for the partner's failures (Apple, as you assert).  What matters is that enough customers expectations were not properly managed.  I'm specifically referring to displaying a ship date in the order flow and then subsequently pushing out said date.

 

I agree that while it's not immediately helpful for a customer to become irate (abuse excepted) with a company representative, part of the job of a representative is to push back internally to affect change.  Given enough outrage in the aggregate, a well-run organization will utilize the feedback effectively, lest its reputation suffer.

 

It's good advice for folks to not cancel at this point but for those who did cancel early and go directly with Apple, they are likely feeling more confident about the ship date Apple has communicated to them than anything AT&T would say at this point.

Mentor

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72 Messages

9 years ago

I buy a lot of phones and am familiar with all this. The OP has made some good points. I called a AT&T rep a day before launch. She told me last year the Apple site crashed and a lot of people had issues ordering. She suggested I order from At&t instead. It appears she was right. I went on Apple site and was not able to order at launch time, but ordered from At&t right away, with no problems.

 

 I've ordered a lot of phones from At&t. I've ordered from them several times and it always does this way (Showing much later ship times, inconsitant data). You have to give their system a chance to catch up and get things straigtened out. If you ordered fairly early, with in the first hour; you will most-likey be getting your phone sooner than it shows, much sooner. 

 

cin303, I don't agree that it's part of the representatives job to push back internally and affect change. You or I don't know what thier job situation is, and that's a totally unfiair statement in my opinion. 

 

I know everyone wants their phones, I've been there, but you should be patient (I'm not telling you to be patient, just suggesting). I've seen this happen every year with every big phone launch, especailly the Iphone. 

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