Apple IPhone 7 / 7 Plus Reservation numbers / Questions

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Meowmix
I'm a Trusted Advisor
Posts: 32,102

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Hello @Alkutraz

Oh i understand completely. Believe me a while ago I was in your position and many times have said the same actually!.

I wonder what's going on. Honestly at this point there should be more communication other then " waiting for stock" as u said it's not Rogers fault as they don't make the devices but there is something going on between Rogers and Apple.

Now Apple tends to give their own stores 80-85% of the stock which is normal. But the rest of the stock goes to the carriers so i want to know as well.
courtney23
I Plan to Stick Around
Posts: 11

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Honestly, I don't think our phones will be coming  any time soon and I understand that Rogers has limited stock but this wait is absurd, I only ordered this phone because my iphone 5 finally packed it in. They need to figure this out or at the very least give us some sort of time frame. 

Meowmix
I'm a Trusted Advisor
Posts: 32,102

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Hello @courtney23

Unfortunately Rogers can't as they can't predict when yours will come as what if it doesn't meet that time frame they give out? Customers will get upset. Silence isn't the answer either but something should be done!
elkhazendarramy
I Plan to Stick Around
Posts: 10

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Rogers iphone 7 plus inventory and the way they have been dealing with this entire release is beyond pathetic. Im going to explain what happened with me, i wouldnt be surprised if everyone is also getting screwed by them also. 

 

So im on a corporate account, ordered the 7+ matte black 128gb when it was reservation back in early september (9th i believe) was one of the first few people in line. Bam it gets cancelled, big big issue happens with the fact that i spend 1 hour on hold to get a representative who doesnt know 1+1 let alone deal with rogers pathetic mess. After calling i would say 5 times, arguing, snapping and talking to two managers someone finally was able to say sir the phone will be there withing 2-5 business days! GREAT. i was superrrrrr happy. What happens, i wait and i end up getting the wrong phone shipped out to me (iphone 7 128gb) not the plus. I ended up calling back spending another 2 hours on hold, got someone to finally speak too. They apologized and said that i could go to the apple store and do the upgrade only when the old device is received back to them (took a week before they processed the return). After which i woke up everyday at 7am to reserve one on apples website. Finally got one after a week and a half of frustration and near misses. Once i go to the store i wait there for an hour get to the scanning part BAM rogers doesnt allow coroporate upgrades in apple stores. WOW! after being told i could do it with NO Issues at all i end up habving to call them infront of the apple rep to prove rogers said they could do it. Waited 1 hour and 22minutes before i got someone. I explained my immense frustration and told him that if for whatever reason my line gets discconected to call me back at my number (it happend before thats why i asked him) He said no problem. after him calling his boss and them running around he tells me sir im gonna transfer you to my manager. What happens almsot 2 hours into waiting, the line discconects and no one calls me back. I called back again, after waiting for another 45 min i told the apple rep to give the reservation to my friend. I spent the entire trip from the apple store to my house (45min in rush hour) waiting for a new representative so i can express my disgust. I get a hold of someone who seemed decent, said shell order the phone and ill have it in 4-6 weeks. I was . but finally someone who didnt make a mistake so after expressing my frustration and them giving me a tiny discount i decided to be patient. I waited 3 weeks and called them back to see if it actually went through, a new rep told me that i would never get the phone by the way this rep ordered it (some system called vision 21). I didnt care about the specifics but at that point i had enough, talked to his boss and let him have it. He said he would file a request to expeidite the process and have the phone to me sooner for all the trouble and that he will order it from the proper channel.I wait another day and call back to see what happened, they tell me nothing yet we are still waiting but your order is placed (oct 4th) so this dragged form sep 9 to oct 4. He said sir no worries worst worst case youll have your phone wihtin 6-8 weeks. Today is December 8th, i spoke with a rep yesterday after having mercy on them for two months. She was shocked and said shes going to go as high up as possible and get me an answer by monday (two days ago). She called me back with of course a useless response. She said sir im sorry i was told there is no given wait time, we have no idea when we are getting the device and there is nothing i can do for you, youll just have to wait more. 

 

Its December, 8th. I cant get my hands on a jet black device in most stores now, including bestbuy which has by far the worst inventory out of most of the stores. Truly pathetic experience with rogers. I am so dissapointed by their customer service and lack of transparency. SOMETHING NEEDS TO BE DONE!

Meowmix
I'm a Trusted Advisor
Posts: 32,102

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Hello @elkhazendarramy

Unfortunately as i said many times Rogers does NOT know what devices and how much stock they get. No carrier does. Apple sends them whatever they want. Apple allocates about 80-85% of their stock towards their own stores. The rest are shared within the carriers.

As for the rep that told u about the business and or corporate accounts going to the stores. Unfortunately Apple stores can not go on specific business and corporate customers accounts. There are some they can but most they can't. This is a safety feature added by Rogers and the businesses. Most carriers of course have this in place.

The wait time is long. It's not easy to get one as i noticed the stores are getting them now but not as much.

Unfortunately this has been going on for years and it's something we all are asking to change.
navster
I Plan to Stick Around
Posts: 12

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Elkhazendarryamy
I'm in the same boat reserved on the 9thsept. Very disappointed with Rogers and the whole process. Seems like the left hand doesn't know what the right hand is doing. If I knew that I would be waiting this long I would have not renewed my plan . I got screwed. I decided to renew and was told I would keep everything i had before and then after saying yes I went through my contract line by line to find out I had lost privelages, which I had on my old plan . When I asked to have it reversed the girl screwed up and said oh I'm sorry that plan is not available anymore even though she screwed up. Long story short I've been given the same run around as you have. I was # 64 and I've been sitting at 23 it's will be going into 4 months. The customer service culture is very poor with Rogers.
Meowmix
I'm a Trusted Advisor
Posts: 32,102

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Hello @navster

It seems that every years new iPhone comes out things happen with Rogers and I really do not understand why. I wonder maybe lack of training on the customer service representatives and stores. I wonder if the warehouse now is allocating devices that come in to the stores instead if the ones waiting for a long time.

This does need to get addressed and hopefully with the new CEO from Telus, we shall see some changes but i wouldn't see it coming for a few years unless they start immediately.

They need to revamp the whole reservation system and make it more easier and give u a few more options. Also if the device is such as a iPhone and the devices are at the stores, have specific stores around each town that has them to give them out to the business and corporate customers. I understand the security but some high end stores should be able to handle it. ( Unless there is a specific rule).

As for the plans. Every year I noticed that Rogers requires you to get the new plans to upgrade. It's not fair but seems like everyone is doing it. Just like Bell and Telus. They required all customers to go on their new plans if they wish to upgrade to a new smartphone ( not just the iPhone).

Hopefully everything gets fixed up.
navster
I Plan to Stick Around
Posts: 12

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

Ok I'm frustrated now reserved on the 9th sept hoping I would have my phone by now. Went from 64-24-8th. Was told I would have it before Christmas and I'm starting to get worried. Apple Stores have iPhones but can't get one cause they have been told not to touch corporate accounts. Can't go to Rogers store if they have some cause they can't touch corporate accounts. What happened to taking care of the customer!!!!
courtney23
I Plan to Stick Around
Posts: 11

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

@navster

 

Hello, I called in the other day to complain and he said that I could possibly get it quicker if I switched from the black iphone to a gold or a silver... so you might want to try that? But if you are stuck on the matte black iphone (like myself) we are in for a long wait. He apologized and gave me a credit on file which I appreciated a lot but there is nothing they can do until Apple decides to ship them some phones. I'm frustrated as well but from what I can tell it's not Rogers fault but more along the line of Apple's fault.

 

What I will NEVER understand is how apparently personal accounts get their phones before Corporate accounts. It should be a first come first serve basis, they really need to work on that.

navster
I Plan to Stick Around
Posts: 12

Re: Apple IPhone 7 / 7 Plus Reservation numbers / Questions

@courtney23
I'm sorry but it's Rogers fault as much apples. Someone screwed up! Some one didn't plan very well.