September **, ****. I pre-ordered my new iPhone Xs, getting up a week ago at *:** AM in...

GetHuman1177092's customer service issue with Apple from September 2018

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The issue in GetHuman1177092's own words
September **, ****. I pre-ordered my new iPhone Xs, getting up a week ago at *:** AM in order to complete the process. A week goes by, and I take a day off from work, losing $***.** in salary to get my new iPhone Xs. The phone doesn't arrive. The UPS guy arrives and says that his computer says that he has something for my address, but he can't find it on his truck. He says another truck will probably deliver it. I go inside and pull up my UPS app and it says that the package has been delivered, signed for by a person named Coldwell. I call UPS and they tell me that the package has been returned to the sender in China. This sounds contradictory and ridiculous. They tell me to call Apple. I called Apple and was on the phone for ** minutes with Trekia (** minutes) and she routes me to wrong department, then I spoke to Josh, who was in the wrong department, who gets me over to Chea in sales. Chea can’t promise me that I will get my phone today, so I ask her to cancel my order. Each of these three representatives were nice, and each apologized to me. Nobody, except Trekia, wasted my time. That being said, apologies are wonderful, but they really don’t mean that much if there is no action behind them to prevent these sort of things from happening year in and year out.**Last year I got my iPhone X on the release date, tried to register it, only to discover that there was a hardware problem that was preventing it from registering. I had to take it in to the apple store, cancel and start a new installment purchase plan, and then get a new phone at the store. Just like today, I took a day off from work and lost $***.** in pay.**I wouldn’t mind missing out on the pay, if I were actually able to complete a clean, hassle-free transaction with Apple. If you can’t complete the simple things, like getting a new product into the hands of the purchaser, on the date that you promise to do so, perhaps you are getting too big and forgetting how you became the company that you are.**I have put a lot of faith in Apple over the years. I got my first Mac computer back in the mid ****’s and have been a brand apostle for the company. I have bought several iPads, iPhones, iPods, airPods, Apple Watches, etc. but last year’s phone release and today’s troubles have totally soured me.**I will not purchase an upgrade this year, and have already taken steps to cancel today’s order.**You can and should do better. I believed in you and your company and your world view, but none of that matters if you drop the ball again and again. None of this matters if you keep me waiting on the phone for ** minutes, only to then tell me that there is nothing that you can do today to help me.**I am totally disgusted! Shame on you Apple. You can do better. **I have so much money tied up in your products. I am seriously starting to look at alternatives to you at this point. Which is a crying shame.**I am done with my rant now. Just realize that every time you fail at something like this you lose good will. I will either rave to my network of friends*followers on social media about how amazing you are, or if you **** ***, I will also let everybody know about that as well.**I have gotten to the point with Apple that I want to start venting to my network*followers.**Please do better! That is all that I want! If you say you will deliver something, and I take time off from work and get up at *:** AM EST to order, do your part to honor the commitment that we have made to each other. I showed up. I spent my money, and it is me who is left holding an empty bag.**You can do better and you should!!!
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Apple

Customer service issue
Reported by GetHuman1177092
Sep 21st, 2018 - 6 mons ago
I have an issue with Apple too
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Timeline
GetHuman1177092 started working on this issue
Sep 21st, 2018 6:10pm
GetHuman1177092 shared this issue with others over email
Sep 21st, 2018 6:13pm