Securing a pre-order reservation for the new iPhone X should have been a "golden ticket" winning moment.
I did my part, staying up late along with countless others rushing to purchase a $1K+ device sight unseen.
But then Apple ran into system issues connecting with my mobile carrier (one of the big two carriers), an issue that affected LOTS of would-be buyers, something subsequently confirmed by the multiple reps that I would speak with at Apple.
Fortunately, Apple had a plan for this scenario, and to my delight, my browser confirmed that an iPhone X was reserved for me, complete with a verified reservation number. Woot!
The message stated that once systems were up and running, I would get a confirmation email, and a click path to complete my order. Double Woot!!
I went to sleep delighted, and woke up the next morning relieved to see, first the confirming email, then a second email that provided the clickable link to complete my order, with the caveat that the order needed to be completed within the next twenty four (24) hours.
The Most Un-Apple of Experiences
Then, the nuttiness began. It would result in more technical issues, culminating in five separate calls (~4 hours of hold and talk time), broken promises, utter double speak by Apple representatives, and finally, the equivalent of a "go pound sand" message from Apple reps, began.
In other words, the most un-Apple of experiences.
Imagine delight turning to angst, then anxiety, when Apple's link fails to recognize the pairing of my Reservation Number with my Mobile Phone number. Surely, this is a temporary issue.
After several more tries over the next couple of hours, and with the 24 hour clock ticking, I reach out to Apple support.
First, I get a clueless rep, who keeps telling me to start a new order, all the while I'm explaining that this makes no sense, as I'd lose my Reservation, and asking to speak to her manager.
Her manager is texting her as we speak, but refuses to actually speak with me, so I push to escalate, at which point, I get routed to "Jamie" who tells me that Apple knows about these issues, but is overwhelmed with demand, and will resolve this.
He, in turn, confirms that he sees the same issue when he tries to input my Reservation Number and pair it with my Mobile Number.
He takes my number, and assures me that he'll call back, but never does. Forty five minutes wasted.
With the clock continuing to tick away, I call back more assertively, and get routed to "Jason" in a different customer care group, who gives me confidence that the team is working on these issues.
He gives me a direct number to call including his extension, and pledges to get back to me within the next few hours, noting that the iPhone team is taking a few hours on these cases.
He grabs my device ID, confirms that he's seeing the same issue, confirms that the phone number I am calling him on is the same that I am trying to register the iPhone with, and I am on my way.
Another ninety (90) minutes spent. It's Friday, late afternoon.
Alas, Jason never calls back, and so I call him. Much to my chagrin, I discover that the extension does NOT work.
What. The. Fuck.
I try repeatedly on Saturday, with no luck, as my Reservation expires.
Apple isn't going to screw me, are they?
Sunday I call the number they've provided but avoid the direct extension, and get connected with "Breeana," who is very nice, apologetic, reiterates that this is an issue affecting lots of people, and assures me that Apple's intention is to honor these reservations.
When I reference Jason, she assures that I am talking to the right person, someone senior to her. She gives me her ID, as I am losing faith.
Another 30 minutes wasted on this cluster-fuck.
Late Sunday rolls around, and still no word from Jason, so I call again, and I connect with "Steven," who affirms what everyone else has said. Apple is working on system issues, they under-resourced and are overwhelmed with demand, but plan to do right by customers, and honor these Reservations.
He encourages me to be patient, and gives me a direct number, which I attempt to call using a different phone, given past issues, and confirm to him that it does not work.
Somewhat sheepishly, he says that Apple has probably turned off the number since they are overwhelmed with demand. So lame.
Apple Double-Speak: The Bullshit Edition
Tuesday PM, I finally get a call from Jason, who sidesteps why he never called me back, but simply says that this is the first day he has been back in the office.
He tells me that the iPhone team has not been able to complete the link up with my carrier (it's one of the big two, so this is neither exotic, nor complex), and since they can't validate the phone number and carrier linkup, the word from the iPhone team is that I need to reach out to my carrier, and work from there.
I tell him that what he's saying makes no sense since Apple provided the phone, he has the ID of my iPhone, which I previously provided, and it's specific to the carrier.
Plus, he is literally talking to me on the same phone number that I am trying to get the iPhone X for. There is no missing piece of data in this equation.
I tell him that this is bullshit since Apple has all of the detail they need to **know** the phone number I am trying to transfer and the phone I am trying to transfer from is specific to the carrier.
He apologizes, but says that this is what the iPhone team is telling him.
I tell him that this is akin to the type of nonsense airlines do when they cancel flights or oversell seats, and rather than take care of the customer, leave the customer twisting in the wind.
I ask to speak to the iPhone team, but Jason says they are not a "customer facing" team.
I tell him that pushing me off to the carrier means that I will lose my Reservation, and instead of getting my phone pre-order as expected on 11/3, the wait time is now 5-6 weeks.
That is flat out shitty service, and I tell him that Apple needs to do better here. After all, I've bought a dozen iPhones over the years, countless iPads, iPods, AirPods, Apple TV's, Macs, etc.
He puts me on hold, and after another 7-8 minutes, says he's been told there's nothing more Apple can do for me.
Another 30 minutes of my life that I will never get back, and an Insanely Not Great experience with Apple, who has chosen not to honor my Reservation, and sent me to the end of the line.
