Home > Stupidity, Technology > Have a Great Day!

Have a Great Day!

I’ve written a few posts about waiting for my new iPhone 4, most recently here, where I noted that Gail and Joel had received theirs and mine hadn’t even shipped yet. Well, it turns out there was a reason mine hadn’t shipped. I screwed up. But I can’t help feeling that the real screwer-upper here is Apple. And I’m finding that our relationship has been damaged.

Let me explain. Like over a million others, I rushed to order our new iPhones when buying season began last month. And like the majority of the others, I was unable to get my order placed. Nor could I the next day. When I tried again six days later, it worked, sort of. I logged in, ordered mine, ordered Gail’s, and was told by the system that something had gone wrong — I was trying to order too many phones. I understood that you can order only one phone per existing phone line, but I assumed I could buy all three in one order, provided they matched up with three lines. Once I realized that this was in fact not the case, that each phone order had to be placed separately, I went back to the shopping cart and deleted Gail’s phone order (or so I thought). Then I went into the store again and ordered a second phone, tied to Gail’s line, placed the order, started again, and placed a third order, tied to Joel’s line. Three phones, three lines, three orders. Done. I was told to expect shipment by July 14.

Early last week, email arrived announcing that Gail’s had shipped. Ten minutes later, Joel’s shipped. But not mine. And still not mine when theirs arrived last Friday. Still not mine Monday, but of course it wasn’t July 14 yet. I would be patient.

And then Monday night I got an email from Apple saying that as I had already been informed (I hadn’t), there was a problem with my order. Apple couldn’t get my phone set up with my phone number prior to shipping. Two possible explanations were given — a problem with AT&T billing, or the possibility that I had ordered multiple phones on a single line. Whatever the problem, the email said it was between me and AT&T and I was urged to call them to straighten it out. Apple would keep trying to complete the order through July 15. If they failed then, the order would be cancelled.

Yikes! I called AT&T immediately. After a long wait, I reached someone. He asked me to look up my order number and I stared at the three original order confirmations to see which one was for my phone. Only then, to my shock and dismay, I saw that two of the three orders had Gail’s phone number attached and the third had Joel’s. Somehow, at the beginning of the process, when I tried to order Gail’s and mine at once and was told I had ordered too many, I deleted the order attached to my line rather than the order attached to Gail’s. I then ordered Gail’s phone, then Joel’s, but really had inadvertently ordered zero for me, two for Gail, one for Joel. The AT&T rep said sorry, but this was between me and Apple, and I’d have to call them.

I called Apple next, but they were closed. The automated fellow insisted he could help me, only to throw up his hands, as it were. So I waited until Tuesday morning. The same automated fellow once again insisted on helping me, but eventually he relented and let me join the queue for a live customer service representative. I was then warned regularly about heavy call volumes. After maybe a little over half an hour, someone came on the line.

Okay, so, if you’re following, all I wanted to do was change the phone number on my order. In fact, all I needed was to change a single digit by 1. I had my doubts though. I was prepared to be told that this was impossible, that I would have to cancel my order and start again. My only hope was that Apple would take pity on me and put my new order at the head of the line.

Ha! The Apple rep’s first words were a statement about how we at Apple are committed to excellent service, or something even more emphatic than that. I then explained my problem, after which he immediately explained that he couldn’t correct the phone number. I would have to cancel the order and make a new one. Did that mean, I asked, that I would be put at the back of the queue. Yes. He didn’t offer to move me up, didn’t express sympathy or regret, didn’t express anything. Maybe he didn’t owe me any of that. I’m the one who screwed up, after all, though the truth is, I’m not entirely convinced I screwed up, by which I mean that I’m not sure I deleted the wrong order. But whether I did or not, I could have read the emails that came back to me confirming the orders and reviewed the phone numbers. I had it in my power, that is, to discover the error early on, whoever’s error it was.

Once I confirmed that he could do nothing to help me, I asked how exactly Apple was demonstrating their commitment to excellent service. He didn’t have much to say to that. He did ask if I wanted him to cancel the order for me. I said he may as well, since it had to be cancelled. He then said it was done and I would receive confirming email within 24 hours. Anything else? No. He then closed with, yes, you guessed it, “Have a Great Day!” That put me over the edge. I asked him how exactly I was supposed to do that, now that my phone order of three weeks earlier had just been cancelled, and pointed out that this might be a time when he shouldn’t follow the script, that it was patronizing and gratuitous. He acted offended, letting me know firmly that he followed no script. There was no useful direction for the conversation to go, so at that point we said goodbye.

If Gail and Joel didn’t already have their iPhones, and if I weren’t eager to share the pleasures of Apple FaceTime with them, I might just have ordered an Android-based phone next. I didn’t. I went to AT&T, fed up with Apple, and put through a new iPhone 4 order. Two to three weeks. We’ll see.

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Categories: Stupidity, Technology
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