iPhone 14 order Issues

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#2969120 16-Sep-2022 14:22

SarahRykers:

Hey team,

I haven't been notified of any supply concerns, but I've reached out to the team for a bit of an update on ETAs for pre-ordered devices and for ones ordered after launch date. I'll let you know when I've heard back.

Just a heads up, shipping has only just begun today as it's official launch day for iPhone 14, and iPhone 14 Pro & Pro Max. Prior to today customers could pre-order iPhone 14 (incl. Pro, Pro Max) and these pre-orders will be prioritized and sent out first.

Another thing to note is that the iPhone 14 Plus has it's own launch date of the 7th October, so if you've ordered one of these it will take a little longer.

Cheers,

Sarah

Noted and thanks Sarah.

Big concern from myself and others was the information that the pre-order itself had been "messed up" at some-point in the process after getting the order confirmation.

Whilst the rep I spoke to advised it has been "fixed" I would be frustrated if the sales team error meant that I lost my place in the stock allocation queue!

SarahRykers

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#2969122 16-Sep-2022 14:31

Item:

SarahRykers:

Hey team,

I haven't been notified of any supply concerns, but I've reached out to the team for a bit of an update on ETAs for pre-ordered devices and for ones ordered after launch date. I'll let you know when I've heard back.

Just a heads up, shipping has only just begun today as it's official launch day for iPhone 14, and iPhone 14 Pro & Pro Max. Prior to today customers could pre-order iPhone 14 (incl. Pro, Pro Max) and these pre-orders will be prioritized and sent out first.

Another thing to note is that the iPhone 14 Plus has it's own launch date of the 7th October, so if you've ordered one of these it will take a little longer.

Cheers,

Sarah

Noted and thanks Sarah.

Big concern from myself and others was the information that the pre-order itself had been "messed up" at some-point in the process after getting the order confirmation.

Whilst the rep I spoke to advised it has been "fixed" I would be frustrated if the sales team error meant that I lost my place in the stock allocation queue!

Understand the concern. I haven't heard of this "mess up" myself, but will do my best to get some more information around the supply of iPhone 14 devices and will update you all here when I've heard back from the team.

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

Benjip

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#2969241 16-Sep-2022 16:16

SarahRykers:

Just a heads up, shipping has only just begun today as it's official launch day for iPhone 14, and iPhone 14 Pro & Pro Max. Prior to today customers could pre-order iPhone 14 (incl. Pro, Pro Max) and these pre-orders will be prioritized and sent out first.

Sorry to jump in here (I'm not a 2degrees customer) but surely you would've (or perhaps should've) started sending them out yesterday so they'd be in customers hands today (the actual release day) rather than waiting until today to even begin the courier process?

marmel

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#2969243 16-Sep-2022 16:17

Benjip:

SarahRykers:

Just a heads up, shipping has only just begun today as it's official launch day for iPhone 14, and iPhone 14 Pro & Pro Max. Prior to today customers could pre-order iPhone 14 (incl. Pro, Pro Max) and these pre-orders will be prioritized and sent out first.

Sorry to jump in here (I'm not a 2degrees customer) but surely you would've (or perhaps should've) started sending them out yesterday so they'd be in customers hands today (the actual release day) rather than waiting until today to even begin the courier process?

That is how the other telco's/retailers are doing it anyway, makes sense.

SarahRykers

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#2969249 16-Sep-2022 16:34

Some customers have started receiving devices today already, so I'd say it's possible that was part of our supply team's process too. I'm the Social & Digital Media gal, so don't have the exact details of the shipping process, just that today is launch day. 😁 As mentioned though, I've reached out to the team already to address some of the concerns in this thread and will make sure I update everyone when I've heard back from them.

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

Disrespective

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#2969321 16-Sep-2022 20:38

I've contacted 2D through twitter and tried for over 15 minutes on hold each day for the last couple of days to talk to someone but am still at a bit of a loss on what I'm supposed to do. Let's try here too I guess.

I truly don't mind a delay at all really however bought/ordered(I think) a 14 Pro on the assumption that i'd be able to use the Boost trade in which technically ends October 22 but allows devices to be sent to Ingram Micro by Nov 11th to be able to get the trade in value. So far I have had zero confirmation of any aspect of the order process except proof that I paid the money on my transactions list when I log into my account.

Have I actually ordered one? Will I even get it before November to get the Boost trade in value (the only reason I ordered the iPhone in the first place)?

<parent voice> I'm disappointed </parent voice>

<cynical voice> They've got my money already, they don't care </cynical voice>

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#2969377 17-Sep-2022 08:28

I see at least they have now updated their pre-order page to acknowledge they are out of stock and new orders will be on back order from the next batch, shipping "in up to six weeks"

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#2969382 17-Sep-2022 08:49

FWIW I called them back today as (surprise!) the agent that was going to call me back yesterday never did.

My order is now under some mysterious "escalation" process with "another team" and they will come back to me on Monday or Tuesday.

I am rather baffled at the lack of visibility 2D have into their supply chain TBH - either there is stock available and I have an allocation or there isn't and I will have to wait some random period of time until they receive more stock. No idea why this ask is so complex.

My guess is that the screw-up on my order (placed on 10th) has meant that they did not process it, thus I don't have a unit. Should be trivial to at least confirm that..?

eracode

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#2969385 17-Sep-2022 08:54

Item:

FWIW I called them back today as (surprise!) the agent that was going to call me back yesterday never did.

My order is now under some mysterious "escalation" process with "another team" and they will come back to me on Monday or Tuesday.

I am rather baffled at the lack of visibility 2D have into their supply chain TBH - either there is stock available and I have an allocation or there isn't and I will have to wait some random period of time until they receive more stock. No idea why this ask is so complex.

My guess is that the screw-up on my order (placed on 10th) has meant that they did not process it, thus I don't have a unit. Should be trivial to at least confirm that..?

As I mentioned in the other iPhone 14 thread yesterday, I heard from a reliable source that 2degrees had some sort of cock-up in the link between their order-taking and passing the orders on to their fulfilment outfit. Affected all orders taken when pre-orders opened.

My understanding is also that this doesn't mean they now have no stock or have missed out on stock - more of a timing/process issue than a stock availability issue. On that basis it sounds like you will be OK - it will come right and you won't necessarily go to the back of the queue.

Sometimes I just sit and think. Other times I just sit.

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#2969388 17-Sep-2022 08:59

eracode:

As I mentioned in the other iPhone 14 thread yesterday, I heard from a reliable source that 2degrees had some sort of cock-up in the link between their order-taking and passing those on to their fulfilment outfit. Affected all orders taken when pre-orders opened.

Sounds about right.

Unless their systems are a complete mess though, it should still be trivial to work out "orders of X and stock on hand of Y = N fulfilled orders from this batch" and inform their customers accordingly.

Niraj

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#2969420 17-Sep-2022 11:59

Does the trade in boost also apply when purchasing at 12 months? As the T&C's only mention that you can't cancel within 12 months

So if I have a spare Samsung s8+
I should be able to get:
$102 phone value + $600 Boost = $702
$60 plan (half price first six months) = $540
($180*12) + $29 = $2189 for iPhone 14 pro max 128gb

So in total at 12 months it should be $2027 in total, which seems a bit too cheap since I would be getting 12 months of the plan and decent savings on the phone as well.

I'm wondering if 12 months is allowed since these plans generally end up costing significantly more than buying the phone outright, however at 12 months it doesn't.

Can anyone confirm that this is possible? as I can't seem to find anything that says that it's not possible within the T&C's.

After the 12 months is over, I would switch back to my Kogan large plan which is $165 yearly for 15GB data + unlimited texts/calls assuming they have the same deal around black Friday next year and as long as 2degrees doesn't lock the iPhone?

Also, what condition do they want the tradein phone in, I just noticed mine has the battery bulging and that a replacement battery is $10 on trademe. Would they accept the phone with a bulging battery (that happens to hold a charge fine) or would I have to bother replacing it myself?

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SarahRykers

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#2969427 17-Sep-2022 12:53

Hey all,

I've heard back from the team and looks like there was a minor processing issue with some pre-orders but this was quickly resolved and the affected orders shouldn't have any issue being fulfilled. Updated ETAs should be with all customers in the next few days.

The team has also let me know that iPhone 14 pre-orders and sales were very popular, as is usually the case with any apple launch, so they've been working round the clock on managing the orders and providing an updated ETA for customers.

The iPhone 14 Pro and Pro Max in Deep Purple and Black are in the highest demand, so if colour isn't an issue for you and your order hasn't been processed, it may be worth getting in touch with the Customer Care team and asking if you can change to another colour.

Pre-orders will of course be prioritized and the those ordered first will be sent out first. Some customers have already begun to receive their orders, so hopefully yours will be with you soon. Sorry for the hassle and if you have any questions your best bet is to get in touch with the Customer Care team by DMing us on Twitter or Facebook, or by calling 0800 022 022.

Cheers,

Sarah

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

Disrespective

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#2969439 17-Sep-2022 14:27

SarahRykers:

Hey all,

I've heard back from the team and looks like there was a minor processing issue with some pre-orders but this was quickly resolved and the affected orders shouldn't have any issue being fulfilled. Updated ETAs should be with all customers in the next few days.

The team has also let me know that iPhone 14 pre-orders and sales were very popular, as is usually the case with any apple launch, so they've been working round the clock on managing the orders and providing an updated ETA for customers.

The iPhone 14 Pro and Pro Max in Deep Purple and Black are in the highest demand, so if colour isn't an issue for you and your order hasn't been processed, it may be worth getting in touch with the Customer Care team and asking if you can change to another colour.

Pre-orders will of course be prioritized and the those ordered first will be sent out first. Some customers have already begun to receive their orders, so hopefully yours will be with you soon. Sorry for the hassle and if you have any questions your best bet is to get in touch with the Customer Care team by DMing us on Twitter or Facebook, or by calling 0800 022 022.

Cheers,

Sarah

Thanks for the update. Should I wait for a couple of days before calling again to ask why I still haven't even received a confirmation email about the order at all? Or is this a separate issue I should be trying to chase?

marmel

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#2969442 17-Sep-2022 14:50

Disrespective:
SarahRykers:

Hey all,

I've heard back from the team and looks like there was a minor processing issue with some pre-orders but this was quickly resolved and the affected orders shouldn't have any issue being fulfilled. Updated ETAs should be with all customers in the next few days.

The team has also let me know that iPhone 14 pre-orders and sales were very popular, as is usually the case with any apple launch, so they've been working round the clock on managing the orders and providing an updated ETA for customers.

The iPhone 14 Pro and Pro Max in Deep Purple and Black are in the highest demand, so if colour isn't an issue for you and your order hasn't been processed, it may be worth getting in touch with the Customer Care team and asking if you can change to another colour.

Pre-orders will of course be prioritized and the those ordered first will be sent out first. Some customers have already begun to receive their orders, so hopefully yours will be with you soon. Sorry for the hassle and if you have any questions your best bet is to get in touch with the Customer Care team by DMing us on Twitter or Facebook, or by calling 0800 022 022.

Cheers,

Sarah

Thanks for the update. Should I wait for a couple of days before calling again to ask why I still haven't even received a confirmation email about the order at all? Or is this a separate issue I should be trying to chase?

If you didn’t even get the email advising your order had been received I would be ringing to find out what has happened.

Disrespective

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#2969469 17-Sep-2022 17:37

marmel:
If you didn’t even get the email advising your order had been received I would be ringing to find out what has happened.

Just spent 1:12min on the phone to find out that the original pre-sale deposit can't be used for the phone order because it didn't get processed properly which means they'll have to refund that and take another $499 deposit from me for the privilege of now being in a 4-6 week queue... Sheesh

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