IPhone 5S pre-order HELL!!

Verizon iPhone 5S PRE-ORDER HELL!! - They screwed up and dragged my situation out for 9 days!! At the end of it all I'm still missing an iPhone 5S. 9/20 @ midnight I ordered TWO iPhone 5S 16GB silver and received a order confirmation for BOTH phones and a confirmed ship by date of 9/24. NO notification of anything went wrong. 9/22 - I get a shipping notification from Verizon but only one mobile # is listed. I call Customer Care and rep just quickly and casually confirms that two phones shipped. 9/23 - I get an email saying they couldn't fulfill my order completely and that the remaining order will ship 9/30. I call Customer Care again to inquire about this and he the rep went out of his way (great guy) to confirm that two phones have shipped and that I have nothing to worry about. Said the message was generic and was mistakenly sent out. 9/25 - I receive package and find only ONE iphone!! I called Customer Care again and this time Adam helped me. After looking through things, he comes back saying he thinks the iPhone was taken out of the box before shipment, stolen!!! Had me send him all this information and said the Verizon investigation team is on it to "look" for the iphone. I asked if he could put a new order in and just exchange it for the "misplaced" iPhone. He said it was not necessary because he believes there is a iphone somewhere. 9/27- Adam leaves me a voice mail saying that it was all a misunderstanding and my iphone should ship 9/30 and he'll be on it. 9/29 - I help my wife activate her iPhone because she tried until 3am the night before with no help. While I'm on with Customer Care again she, Ida, asks how's my phone service in which I explain to her everything. She looks into it and says she sees no record of any order or tracking for an iPhone. Further says the reason one iPhone was placed on hold because a discount was applied to two devices and it could only be used for one. I told her that I've never been notified by Verizon that something went wrong until today. And this is after calling Customer Care numerous times. And NOW I find this out. She says she's going to look into it as there might be a small chance that there is an iPhone for me. She said she'll call back by 5pm and txted me her email address. 6:00pm comes and no callback. It also turns out the email address is bogus. I call Customer Care again and get another rep who looks into it and does a whole bunch more investigation. Finally she says there never was an order for my iphone and there will be no iphone shipping tomorrow. My only choice is to place a new order and I won't get it until 10/14!!! SERIOUSLY!!! ARGGGGGHHHHHHGGHGHHGG!!! Expletives galore!!! Talked to the manager Brandon and asked if they can do something for me to compensate me for all this crap I went through. I've been with Verizon for like 15 years. He kept on saying "I understand ..blah..blah.. BUT there's nothing we can do" over and over again. So I said Verizon made a mistake, detected this mistake but didn't notify the customer of this mistake, Customer Care couldn't figure it out until today, and that I'm out of luck? Does he REALLY understand? If I had known all this I could have walked to a store on 9/20 and gotten a iphone. Pre-ordering was suppose to be a convenience provided, right? And I waited because I was led to believe that some iPhone existed.. dragged along for a ride only to find out there was no iphone. And after all this, I get nothing but "I understand.... But there's nothing we can do..." So yes people Verizon stinks!!! They do not hold themselves accountable for their mistakes and expects the customer to just take it. I'll have to admit that not all customer service reps are bad (Ty, Adam, and the very last girl who helped me you guys were awesome!! Ida you could have made this list until you decided not to call me back and gave me a bogus email). Customer Care is a mixed bag and have not real authority to help you. Verizon is about to lose yet another loyal customer and his family soon. There should be some class action lawsuit for all the iphone 5s issues. Promises/Contracts made but Verizon completely failed to keep. They just jerk us along for a ride, dangling that ship date that keeps moving around.
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

"Customer Care is a mixed bag and have not real authority to help you." I worked for Verizon before it was Verizon, for several years. I think that you are entirely correct in your assessment of customer care. Reps really can't do much at all. I believe that the key function of reps is 1. hand holding and 2. punching bag. The goal is to get the customer believe that they actually DID something, and got some result! After all the talking, the customer starts to believe that something actually happened to resolved the situation. At least they spoke to SOMEONE! Picture this: the rep is on the computer, wearing a headset, and the calls are coming at them non-stop, and you have 3 minutes to convince this person that you actually helped them! But in the end, as you said, nothing happened! It is the sad truth of cs.
I am curious to see if the Moderator leaves this post on the board.

Similar Messages

Does BB care that customers are unhappy about the iPhone 5 pre-order process? Should they?

It is obvious that there are more than a few customers who are unhappy with the iPhone 5 pre-order process. In my case I was unhappy with it. BB kept pointing the finger at Apple. It is well documented in the press that Apple has redirected supply to Apple customers then to phone companies. So, although still unhappy, I was buying BB's explanation.
Fast forward to this past Saturday. I received an email that my iPhone is ready for pick up. Due to prior commitments over the weekend I planned on picking up the phone on Monday. On Sunday I get an email stating that if I don't pick up my phone by Tuesday my preorder would be canceled. I gave it no thought. This morning (Monday) I got a reminder email. Still everything is good, because I'm going to pick it up today.
I walked into the store seconds after the door was unlocked. I hand my paperwork to the salesman in the mobile department. He asked me if I had received a phone call. I said no. He said there was no iphone for me. I showed him the emails on my phone. The net result is that I do not yet have my iphone. I am expecting someone at BB to blame the emails on Apple.
Does BB care about the fact that there are disgruntled customers? Should they? They no longer have any brick and mortar competitors. Since they have a monopoly in most markets, should they even bother to care? Caring would probably eat into their profits.

They absolutely should care. The thing about the iPhone is that it is a product that makes a large splash. People can instantly talk about it since it is statistically a good ice breaker. One of the first things I talk about when I discuss my iPhone with other's is where to buy it and I have not recommended Best Buy for the way they have handled this exact scenario. When they found out what had happend they could have at the very least offered to price match Walmart for the 16GB version.
As far as the competition is concerned. I say that I will be purchasing the more costly electronics online or Costco. I am through with Best Buy. I will stop in periodically and "play" with the item's I am interested in purchasing but no longer will I buy from them.
By blaming Apple for this and given that Apple has done this to them in the past, I can only wonder how they did not see this coming. If I were in a situation where I knew the supplier would even consider Shorting me on supply I would demand a written and legally binding statement by that supplier that I would not get stiffed for the devices. It only makes sense that if you have a contract to sell then you have a contract to secure your supply.
If this contract existed we would be hearing about a lawsuit against Apple by Best Buy but they don't have this agreement so they just look amature and naiive.
Good luck to you in getting your phone. I simply walked into an Apple Store in Cupertino CA on 09/21/12 at 5PM and walked out by 5:30PM with all my contacts and email set up.

Having Issues With IPhone 4 Pre Order at Apple & AT&T

Hi all
I to tried to order this morning and am stuck in the loop at the Apple site. I then went to the AT&T site (Premier and regular) and those give you the link to pre-order then only show you the 3GS. Even the AT&T rep could only bring them up.
I do have a question for all. When I placed my business number in (have business and personal) to the Apple site it told me to go to AT&T. My question is if I am finally able to order a phone under my personal line can I use this with my business line (transfer the phone to that line) ? I am eligible for upgrades on both lines.
Reason I ask is that I will be buying one phone per account but as the white is not available was thinking I would order the black first on my personal line and pair it with my business number. I know you could do this by calling AT&T and switching over your SIM card in the past but with the new micro sims is that possible ?
Thanks all, hopefully we will all be able to pre order successfully soon

I had the same problems with the Apple site. The AT&T site began offering the iPhone 4 pre-order around 4 AM CDT and I was able to pre-order through them on the first try, after several failures on the Apple site. The only downside is that you have to have it shipped, so you can't pick it up at a store as you can with the Apple site.

HT5714 I pre-ordered ARTPOP on Saturday and today it says Purchased. I used my iphone to pre-order it. But it still says Purchased. Is there anything I can do, instead of having to go on a computer? Please Help!

I pre-ordered ARTPOP on Saturday and today it says Purchased. I used my iphone to pre-order it. But it still says Purchased. Is there anything I can do, instead of having to go on a computer? Please Help! And is it going to charge me again?

Glad I'm not alone. I preorded it on my computer...

Iphone 6 pre-order help

Any thoughts on what do to do about the following scenario?:
10/06/14: "pre-order" iPhone 6 and 6+ in 64gb and 16gb respectively as well as cases and accessories, etc. at local Verizon store with
                 expected ship date 11/14/14. Note: also informed my bank card would not be charged for the accessories until shipment.
10/30/14: go back to Verizon store and change order to up both phones to 128gb with new ship date 11/21/14.
week of 11/21/14: order pushed back to 12/12/14 (found this out on website, no email received from Verizon stating this).
12/04/14: call "customer care" to check on order due to no activity on order status on myverizon only to find out that the order was cancelled.
                Representative didn't know why, and offered to place a new order over the phone but the shipment would now be 12/19/14 (which
                I thought was pretty generous considering I did not want it cancelled in the first place, nor did I even know it was cancelled
                until I called for myself).
12/04/14 (later that day): go to Verizon store to see if I could get more information on why my order was cancelled unbeknownst to me. Employee
                looks into it and states that "the order has not been cancelled, I don't know why you were told that but it's not cancelled." Informed
                employee that I re-ordered the phones over the phone with "customer care" prior to coming down here and asked if that's what he was
                seeing. Replies: "I see the order, it was cancelled due to supply, but has the same shipment date (12/19/14), don't worry it wasn't
                cancelled you'll get your phones just hang in there." So basically I was informed that I have an order with the same shipping date
                (which I already knew because I had to re-order but yet the answer to my question was seemingly that was and was not cancelled). Hm.
12/12/14: receive an email with instructions on how to back-up our devices while we are "eagerly waiting for our phones." Looking good so far.
12/15/14: my bank card is charged for the accessories and there is new documents in myverizon detailing the equipment purchases. Looking great now.
12/16/14: receive an email stating the order for the 6+ has been cancelled. Immediately call "customer care" and rep says she sees it was cancelled and
                does not know why. She asks if I'll hold while she looks into it. 30 minutes later a different person comes on the line, and has no idea who I am, or
                that I've been holding for 30 minutes while someone was "helping me", so I explain why I'm calling and that someone was supposedly helping me,
                he says he will transfer me to "customer care" and then click, the line goes dead, awesome.
12/16/14(later that day): once again I venture to the Verizon store to find out what is going on. Different employee this time, but story is the same. He tells
               me that the 6+ was cancelled but can not tell me why. He also states that it says there is a pending order for this particular line so he can't place any
               orders. This was apparently as quixotic to me as him, thus leading him to consult abother employee. Employee "2" was initially adamit that the order
               was cancelled but when employee "1" showed her that the upgrade status said pending order, she said the "system" takes 24-72 hours to "catch up."
              (Keep in mind that when the first round of phantom cancellations occurred I was able to re-order that same day, in fact probably within a matter of
               hours. whatever.) So I brought up the fact that my bank card was charged for the accessories the day before, and employee "1" says (in affirmation
               of what I was told during the very first order in October) that charges are only made when the order is ready to ship. So with that tidbit of info they
               came to the conclusion that I'll have to wait until 12/19/14 or that following Monday to see if I have a phone or not because at this point "anything
               with a pending status can not be accessed and calling 'customer care' won't be of any help because they will not be able to do anything either."
              So I do the only thing I'm able to at that point, leave. Note: I was generously given the option of returning the accessories for the 6+ should i find
              out that my phone does not arrive on the 19th or following Monday. (this was a huge relief because I was worried I might be stuck with a case and
              screen protector for a phone I'd never get.)
12/16/14(even later that day): despite being told that doing so would be futile, I call "customer care". Explained the entire story thus far and expressed my
               disappointment. The rep was understanding. She told me that the order for the 6+ has been cancelled but can not explain why. I asked about the
               charges to my bank card, she says (in contradiction to what I've been told all along) that sometimes the cases/accessories will come before phones
                are ready to ship. Hmm. She also says the order for the other line (iPhone 6) will "definitely be coming on the19th still." This is interesting because I
                have not received any shipping confirmation email (though to be fair I also never got them for the first round of cancellations either.) She further
                explains that she can not do anything about the 6+ order because the system has not "caught up with the cancellation" (ok, heard that earlier
                but still does not make sense seeing as I was able to re-order before) and advises that she would be able to give me a call back Sunday morning
                (12/21/12) to process the 6+ order again (again). So, I agreed as its either that or not get the phone (although if I don't get the phone I can
                still return the accessories for it at the Verizon store thankfully.)
12/17/14: receive email notification that the order for the iPhone 6 has, you probably can guess it, but nonetheless, been cancelled. So what do I do you ask?
                The answer is simple, nothing. Going to the store would be a waste of time and gas, and calling "customer care" would be a waste of time and my
                plans (albeit unlimited) minutes. So I decide to wait until Sunday, for the rep to "supposedly" call me back, so I can re-order what will now probably
                both phones only to be told the expected shipment dates are now January 2015, even though it will probably be fruitless because they will be,
                as history has foretold, cancelled within a week or two. But holding onto a sliver of hope because the rep said the one line (iphone 6) will
                "definitely be coming 12/19/14".
12/19/14: no iphone 6+ (no surprise). No iPhone 6 (a little surprised only because it was "definitely coming", but it's a very little). Still have the charge to
               my bank card for the accessories, no accessories though (still, not really surprised) but at least I'll be able to return the accessories I don't have
               for the phones we'll never get, so that's a plus I guess. No shipping confirmation, though I don't know why I'd hope for one seeing as the orders
               were cancelled. Again. (But at least I got an email this time.)
So I need help. We love Apple stuff and we want the new iPhones, but by the time we'd get them from Verizon our trade-ins will probably be too old for
the Edge program or the iphone 6S or 7 will be out. We have a family shared plan with 6 lines and moving to another carrier would be a pain (although
probably easier than what we've been through thus far with Verizon.) Ive heard ordering through Apple is the best route but you can't set up the Edge through them so that's out. I call the store every Friday (which I've been told is when they receive their order) but they never have the phones in, so that's also seemingly out. So I guess my question is does anyone know how to order the new iPhones on the Edge program and actually get them In a reasonable time? Otherwise I think we'll probably take our 15 year old account elsewhere. Thanks to anyone who reads/helps with this and sorry for the rant, I'm a little disheartened.

***Update: the rep that said she'd call me back, well, she didn't. Also, someone with a Verizon avatar and a "_VZW" in their name replied to this saying he would be willing to give me the "status" of my order, so I responded (even though I don't want the status as much as I'd like our phones), twice, and nothing back from him either. So, today our bill has the charges for our new phones on them. Yet we don't have our phones, nor is there anything leading me to believe that we will ever get them. Lol. Verizon has disappointed me in the past 2 months and I think I've been more than patient with them.

IPhone 6 pre order delivery

Hi everyone,
I pre-ordered my iPhone 6 on (Sept 12th at 11:30PM) that is almost 24 hours after pre ordering opened up. During the checkout time, my estimated delivery was Oct 1 - Oct 6 and this is the same date shown on my order confirmatione email. Since this is my first pre order, i don't really know the time frame folks recieve their devices. I heard that most people get it the day iPhone is launched or the next day.
For those who have experience with pre ordering iPhones, --
Do you know if i will ONLY get my phone during Oct 1 - Oct 6 or do i have a chance of getting it earlier?
Do i have a chance of getting it on Sept 19th or 20th?
Does apple give those estimated delivery dates just to be on the safe side incase the phone isn't delivered on time ?
I have never pre ordered from Apple so i am not sure how all this works. From what i have heard people say they get it on the launch day but what if you pre-ordered 24 hours later which is the case with me.
Your responses will give me a better idea of when i can expect to recieve tiPhone 6.
Appreciate your help in advance..

i can assure you, you wont get it on the 19th. Apple has broken a record of pre orders with the iphone 6. That means that thousand and thousand of people around the world ordered the phone 24 hours or less before you did. Im pretty sure you will get it before the date that they have told you. but my guess is that only the people that ordered in the first hours are the ones getting it the 19th. I ordered mine at 6:00 am on the 12th, and by that time, i heard they were pre selling like crazy. Just to give an idea, i started login in the website at 1am, with no success what so ever. i refreshed the website every 20min on the clock (i got no sleep at all) until 6am when i finally made my purchase. Good luck and i hope you get it asap. im sure we are all very very excited

Will i be able to use my apple gift card on an iPhone 5 pre order?

I have a gift card for $200 for Apple, I want to know if I pre order the iPhone 5, will I be able to use it at that moment to pay for it?

Unfortunatly, no. This is becuase in order to prevent fraud and people from buying more than 2 iPhones per customer, they require credit card or debit card, which has customer information by credit card companies. Apple store gift cards, on the other hand, has no customer information in the card, which is essentially the same thing as paying with cash.
However, credit or debit card policy is in effect for first couple of days, and after the demand dies down, Apple will let you buy iPhone with cash or gift cards, as long as you set up your iCloud account in store (if purchasing iPhone at full price) or setting up your celluar service.
If, however, you have no credit or debit card with you, then Apple might be willing to grant you a special exception, however, this is only avalible at the Apple Retail Store.

IPhone 4 Pre Order Question PLEASE HELP !

I am sure there was 100 posts about this but I cant find the answer thats set in stone, even AT&T couldnt help me. I signed up with AT&T in April got an iPhone 3Gs. Obviously, I am not eligible for an upgrade. Now my first question is the text message said we can offer you a discounted iPhone upgrade at a higher price with a 2 yr commitment and a $18 upgrade fee. What is THAT price?! Also, due to some credit issues, I had to leave a $300 deposit with AT&T to start my contract with them, am I going to have to leave another $300 deposit ?! I want to pre order the phone on the 15th, so someone PLEASE help

The USUAL "higher price" discounted phones are $399 for the 16GB and $499 for the 32GB ($299 for the 8GB 3GS).
Only AT&T can tell you for certain whether another deposit is needed or whether the prices I quoted apply to you.

IPhone 5 Pre-order but no option for AppleCare?

Hi,
I don't know if this is the right place to ask this, sorry if I'm wrong!
I've pre-ordered my iPhone 5 from my carrier (Orange UK) but there was no option for AppleCare. Am I able to purchase this from the Apple Store once it has arrived?
Thanks, Ben

Yes, once you get the phone take it to an Apple Retail Store or call AppleCare in your country for your options.

Hoping to clear up iPhone 4S pre-order questions

I went into Best Buy today to pre-order an iPhone 4S, and here's the pretty clear-cut information I received.
Around Wednesday or Thursday next week, my Best Buy store will get a shipment of the new iPhones. They don't know how many there will be, and of what kind (white, black, 16g, 32, etc).
When that shipment comes in, the preorders will be reserved in order that they were pre-ordered. So, if the first person who preordered wanted a black 32g phone, and they get that phone in the shipment, then they'll take that phone and set it aside for that person. However, if the second person who preordered wanted that same phone, but Best Buy only received one of its kind, then that second person will have to wait until the next shipment.
When the phone is released on October 14 Best Buy will fulfill their preorders first. If they only have 3 white 16g phones, and they have 3 people who preordered that phone, then no one can walk in and get that phone. However, if BB receives 3 of those phones and only had 2 preorders for it, then one person can walk in and buy that last phone.
Point is that if you preorder a certain phone, and they get that phone in the shipment, they will reserve it for the preorders! They just may not have enough from the shipment to fulfill even the preorders, if there's a lot of people who want the same type of phone.
Hope this helps!

If that's what the manger said, must be true.
I think each store may be doing it differently, as someone on an apple forum said their store manger just threw away this new plan and is doing it like last year.

Iphone 5 (pre-ordered here) shipping date ? Oct. 8th ?? ;(

Previously when I pre-ordered the iphone online (Apple Store) I would receive it on the same date as the release date. Does anyone know if there's a chance we'll get it on Friday Sept. 21st? Thank you.

I preordered at 7:15 am the day they started the preorders, and the delivery time was already at two weeks. Yet now when I review the transaction info, it's giving me an Oct. 5th delivery date. So, yeah... you can bet that the date they gave you is the best you can hope for; there's a much better chance of it coming even later than that, rather than sooner.

Anyone have their iPhone 5 pre-order shipping confirmation and working tracking link yet?

For anyone pre-ordering an iPhone 5, please post when you have a UPS/Fedex shipping tracking link that actually works and indicates that your iPhone 5 is in transit and whether or not it is scheduled to be delivered on Friday the 21st to coincide with when the iPhone 5 will be available in stores. And did you pre-order through the Apple store or through one of the carriers, e.g. Verizon or AT&T? And did you pre-order early on Friday the 14th or are you hours or days back in the pre-order queue?

Wahoo! Just finished up my pre-order on Verizon's site. (Apple site still displaying "We'll be back" page as of 3:18 AM EST). Definitely says 9/21 DELIVERY, not SHIPPING ...
Your Order Confirmation
Hi APPLE SHEEPMAN
Thank you for your order. It is being processed and you will receive notification once it has shipped.
Check Your Order Status
Order Summary:
Preorder Confirmation:xxxxx258001xxxxx
Order Number: 633xx
Order Location: D772001
Deliver By: 09/21/2012

IPhone 5 pre-order, please help!

I preordered my iphone the day after preorders started (so I won't be getting an email tonight obviously). However, what if I just came into Best Buy and wanted to buy it right then and there? Could I cancel the pre order and will there be penalties?
I've been reading that some pre orders won't be in until beginning of October. I've also been reading that a customer has 3 days to pick it up after notice. Well, what if you are going across the country for a trip and you can't pick it up during those 3 days??!
Thanks!

Good questions all the exhibit the customer support that Best Buy offers its customers. I used to thing it was great until well at least solidly good until how I was treated tonight.
There is competition and when I can I will look much closer at them instead of running over to blindly buy stuff from best buy.
That blind loyalty had to do with points and the feeling that I would be treated well. That has been disproven.
Oh well sorry for the rant but good points.

Another iPhone 4 pre-order question

So, i am debating upgrading my 3g to the iphone 4. I say debating because i really love my phone but hate (with a passion) ATT! But i digress.....
I want to be able to get the phone (if i decide to upgrade) the day that it is available, the 24th. What is the best way to make sure that if i upgrade i get it the day it is available, in regards to pre-order. Does it make a difference if one goes to ATT, Apple or any other place that is taking pre-orders for the iphone 4 or if one pre-orders online? Just in case, i have made a reservation for 10:00 that day.

It's not a guarantee you will get it at your house on launch day since ya never know what can happen like shipping problems but there is a very good chance it will get there on launch day. I pre-ordered my 3GS last year online with apple.com and it was delivered to me at home on launch day but you have to make sure someone is around to sign for it.

IPhone 4 Pre-Ordering Issues Solution

Use the Apple Store App. It worked instantly for me, no issues at all. I received a confirmation email within 5 minutes, and within the app it confirms that I have a reservation for an iPhone 4 on June 24.

Have been trying to buy and or reserve one since about 6am Pacific Time and my sessions have repeatedly timed out. I have attempted at least 20 times to no avail. I am doing the method described in my email from Apple last week and going directly to the site and hitting pre order and reserve and still cannot get it done.

IPhone 5S pre-order HELL!!

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