It wouldn’t be a massive iPhone launch without at least a few snafus.
Last week, some customers looking to preorder a new iPhone 7 or 7 Plus through Apple’s iPhone Upgrade Program encountered issues selecting the correct model because a lot of them were already sold out. Now, Apple is attempting to sort it all out and make customers happy.
According to MacRumors, this availability issue stemmed from Apple placing customers enrolled in the iPhone Upgrade Program in a different queue than the general preorders. These customers had to reserve their model directly from a local Apple store, which resulted in limited availability. Some customers in the iPhone Upgrade Program were unable to select their preferred model, carrier, color, or storage capacity. Others weren’t even able to enter the reservation system to begin with.
Apple seems to be addressing the issue, however. Over the weekend, Apple updated the iPhone Upgrade Program reservation page to include the following fine print: “Due to high demand, the model you’d like may not be available. Please call 1-800-MY-APPLE and mention the iPhone Upgrade Program. A Specialist will help you find the model you want.”
Customers who have called the number have reported that Apple is taking their information and what iPhone they want while the company figures out a viable solution. These customers were told that they would be receiving a call back in two business days.
The impact on you: If you were affected from this snafu while preordering your new iPhone last week, we strongly suggest you give Apple a call. While Apple seems to be willing to address these customers’ concerns, the company is not making any promises. Some customers were told that Apple might be prioritizing preorders from the iPhone Upgrade Program, and some might be able to pick up their new devices out of local in-store inventory on launch day or shortly after. Otherwise, the new iPhone 7 and 7 Plus will be available at Apple stores starting on Friday, September 16 on a first come, first served basis.
Author: Oscar Raymundo, Staff Writer
Oscar writes about iOS, mobile culture and digital music. He also hosts 'The iPhone Show' from Macworld's San Francisco HQ.