iPhone 14 order Issues

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Geek

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#2970902 21-Sep-2022 11:26

UPDATE: Hey everyone, Sorry there has been a delay in communication. We really appreciate your patience while the team has been busy working through the huge volume of iPhone 14 pre-orders - we know you’re going to love your new phone. Along with the usual hum of high demand, available stock and delivery timings that come with a pre-sale, there has also unfortunately been a group of customers who may not have received email confirmation of their order. This was due to an technical error on our side, and we're sorry for this. We want to assure you that we have received your order and the team has placed you on a priority list to have your order shipped out as soon as stock is available.

Customers who have been affected will be contacted directly with an update, so if you haven’t heard from us keep an eye on your inbox. Once your phone is heading your way you will receive an email with your tracking information. If you have any questions or changes around your order you can get in touch with the Customer Care team either by flicking us your details in a private message, heading in to your local 2degrees store, or giving us a bell on 0800 022 022. Thanks again for your patience.

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.

marmel

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#2970907 21-Sep-2022 11:35

SarahRykers:

UPDATE: Hey everyone, Sorry there has been a delay in communication. We really appreciate your patience while the team has been busy working through the huge volume of iPhone 14 pre-orders - we know you’re going to love your new phone. Along with the usual hum of high demand, available stock and delivery timings that come with a pre-sale, there has also unfortunately been a group of customers who may not have received email confirmation of their order. This was due to an technical error on our side, and we're sorry for this. We want to assure you that we have received your order and the team has placed you on a priority list to have your order shipped out as soon as stock is available.

Customers who have been affected will be contacted directly with an update, so if you haven’t heard from us keep an eye on your inbox. Once your phone is heading your way you will receive an email with your tracking information. If you have any questions or changes around your order you can get in touch with the Customer Care team either by flicking us your details in a private message, heading in to your local 2degrees store, or giving us a bell on 0800 022 022. Thanks again for your patience.

Even this isn't correct. I did receive email confirmation of my order a few minutes after placing it. Email had the order number and advice I would be sent the tracking details once the item left the warehouse.

HellraiserNZ

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#2970914 21-Sep-2022 12:07

marmel:

SarahRykers:

UPDATE: Hey everyone, Sorry there has been a delay in communication. We really appreciate your patience while the team has been busy working through the huge volume of iPhone 14 pre-orders - we know you’re going to love your new phone. Along with the usual hum of high demand, available stock and delivery timings that come with a pre-sale, there has also unfortunately been a group of customers who may not have received email confirmation of their order. This was due to an technical error on our side, and we're sorry for this. We want to assure you that we have received your order and the team has placed you on a priority list to have your order shipped out as soon as stock is available.

Customers who have been affected will be contacted directly with an update, so if you haven’t heard from us keep an eye on your inbox. Once your phone is heading your way you will receive an email with your tracking information. If you have any questions or changes around your order you can get in touch with the Customer Care team either by flicking us your details in a private message, heading in to your local 2degrees store, or giving us a bell on 0800 022 022. Thanks again for your patience.

Even this isn't correct. I did receive email confirmation of my order a few minutes after placing it. Email had the order number and advice I would be sent the tracking details once the item left the warehouse.

Buddy just relax. Clearly says a group of customers didn't get an email and theres assurance the order has been received. A lot of us also ordered, got the email and just have to wait until it ships. If you can obtain the phone elsewhere (some PBTs have stock) why not just cancel and try your luck elsewhere.

marmel

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#2970925 21-Sep-2022 12:20

HellraiserNZ:

Buddy just relax. Clearly says a group of customers didn't get an email and theres assurance the order has been received. A lot of us also ordered, got the email and just have to wait until it ships. If you can obtain the phone elsewhere (some PBTs have stock) why not just cancel and try your luck elsewhere.

I was told on the 16th Sep by a 2Degree's CSR that my order had been received, I would not have to wait 'weeks' for the order to arrive and they were just working through the list and allocating on a first in-first out basis. She thought it would be a few days and I would get an email with tracking details. This was confirmed by Sarah who had some contact from the fulfillment team:

"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."

Given the timeframe now being mentioned it looks like that wasn't true, anyone could place an order now and get the phone the at the same time. When the CSR rang me this morning she said she would send me an email 'shortly' outlining what had happened. Nothing has been sent.

Groves

2 posts

Wannabe Geek

#2970932 21-Sep-2022 12:54

HellraiserNZ:

Buddy just relax. Clearly says a group of customers didn't get an email and theres assurance the order has been received. A lot of us also ordered, got the email and just have to wait until it ships. If you can obtain the phone elsewhere (some PBTs have stock) why not just cancel and try your luck elsewhere.

Don't tell people to relax. Those of us effected by the glitch seemingly ordered in the first 3.5 hours after pre-sales went live, at that stage 2 Degree's website stated "order now to received within 2-3 weeks and it seems most did get an order number emailed at time of sale but the order didn't complete unknown to us.

People have confirmed online they pre-ordered 2 days after us but have already received their phones and a lot of us having been trying to get an update on our orders for 5 days now and are being told we still have to wait a few more days for an update.

At the end of the day it's completely unacceptable customer service.

boosacnoodle

963 posts

Ultimate Geek

#2970935 21-Sep-2022 13:09

So I callled NZ Post to identify the sender of the unidentified parcel. They said it was from Likewize who I have never heard of. Did some sleuthing and that is formerly Brightstar, so will be 2degrees for sure. I ordered the iPhone 14 128GB Black on the 19th (Saturday) so was surprised to have it arrive yesterday (not left due to ATL). Must be pretty annoying for those of you who preordered to have someone jump the queue, so to speak. Still didn't get any shipping confirmation or any confirmation for that matter from 2degrees.

marmel

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#2970947 21-Sep-2022 13:40

boosacnoodle:

So I callled NZ Post to identify the sender of the unidentified parcel. They said it was from Likewize who I have never heard of. Did some sleuthing and that is formerly Brightstar, so will be 2degrees for sure. I ordered the iPhone 14 128GB Black on the 19th (Saturday) so was surprised to have it arrive yesterday (not left due to ATL). Must be pretty annoying for those of you who preordered to have someone jump the queue, so to speak. Still didn't get any shipping confirmation or any confirmation for that matter from 2degrees.

It's a bit hard to get any really accurate info but I think the Pro Max in black and purple was especially popular so the model you ordered might be more available, especially in the 128GB version.

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Danite

42 posts

Geek

#2970954 21-Sep-2022 13:59

A big thanks to SarahRykers, took her up on the offer to DM to help clear up any issues and while I'm still facing a wait at least I have an idea of how long (hopefully). She has also confirmed a few issues around eligibility for trade in etc.

On reflection my biggest issue with the promotion is calling it a preorder and it not being clear when the preorder has sold out. For console, PC parts and game orders "pre-orders" means day 1 or close to delivery and if it sells out it sells out. Apple pre-orders seem to just slide into a pre-order + where yes you pre-ordered but we wont tell you when you are going to receive.

When I ordered, there was no notification that the delivery may be delayed until after I had ordered and it was just a vague email that said at some point in the future I would be sent a tracking number.

SarahRykers

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2degrees

#2971052 21-Sep-2022 16:59

marmel:

HellraiserNZ:

Buddy just relax. Clearly says a group of customers didn't get an email and theres assurance the order has been received. A lot of us also ordered, got the email and just have to wait until it ships. If you can obtain the phone elsewhere (some PBTs have stock) why not just cancel and try your luck elsewhere.

I was told on the 16th Sep by a 2Degree's CSR that my order had been received, I would not have to wait 'weeks' for the order to arrive and they were just working through the list and allocating on a first in-first out basis. She thought it would be a few days and I would get an email with tracking details. This was confirmed by Sarah who had some contact from the fulfillment team:

"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."

Given the timeframe now being mentioned it looks like that wasn't true, anyone could place an order now and get the phone the at the same time. When the CSR rang me this morning she said she would send me an email 'shortly' outlining what had happened. Nothing has been sent.

We know it's been a very frustrating experience and I'll continue to pass on everyone's feedback to the team. To clarify, at the time I sent that message the team thought everything was all sorted from the initial pre-order issue. We now know there was a small group of customers whose orders hadn't gone through to our suppliers. The team now have everyone's orders, and are working on sending out updated ETAs to everyone (the team are emailing and calling customers directly). Rest assured those who have been affected by this mix up will have priority, and the first available stock will go to the orders placed first.

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.

boosacnoodle

963 posts

Ultimate Geek

#2971061 21-Sep-2022 17:28

marmel: It's a bit hard to get any really accurate info but I think the Pro Max in black and purple was especially popular so the model you ordered might be more available, especially in the 128GB version.

Sorry, I meant to say 14 Pro (not regular 14). This despite the website saying 3 weeks lead time.

marmel

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#2971062 21-Sep-2022 17:32

SarahRykers:

We know it's been a very frustrating experience and I'll continue to pass on everyone's feedback to the team. To clarify, at the time I sent that message the team thought everything was all sorted from the initial pre-order issue. We now know there was a small group of customers whose orders hadn't gone through to our suppliers. The team now have everyone's orders, and are working on sending out updated ETAs to everyone (the team are emailing and calling customers directly). Rest assured those who have been affected by this mix up will have priority, and the first available stock will go to the orders placed first.

Again we appreciate your efforts Sarah and please don’t take anything I have posted as directed at yourself because it certainly isn’t.

Some feedback you could pass on is have the CSR’s actually do what they say they will do. The one who called me this morning said she would email me ‘shortly’ with confirmation about what had happened etc, never did. Mistakes do happen and I can accept that but when there are further issues with follow up service that just makes it worse.

From my point of view, and I’ve mentioned this previously, it would be much better for 2Degree’s to just front foot it and tell the affected customers they don’t have a phone due to the error. Talking about “priority lists” is meaningless when the wait time appears to be the same for anyone now placing a new order online.

It’s been a real pain for me personally as I needed this phone for my wife who is changing jobs on 7th October and will be handing her work iPhone back, I thought I was safe with that timeframe ordering as quickly as I did, had things worked correctly it shouldn’t have been an issue. We are now probably going to have to purchase another 2nd hand iPhone for her to use in the meantime until the new one turns up.

It’s just a phone at the end of the day but when I rely on my provider, (who I’ve had at least one pay monthly account with for years and often multiple as I'm still supporting my older kids), to do their job and they don’t it can have a real flow on effect hence my frustration. I do have some old Android phones lying around but trying to get my wife, who has been using iPhones for 10 years, to switch would likely cause me even more grief that this whole process…

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#2971420 22-Sep-2022 08:24

FWIW, I did get a call back from 2D this week to confirm the same as everyone else; my phone is on back-order "4-6 weeks".

I hope that this doesn't turn out like last year, where I gave up waiting around the 10 week mark (whilst still being assured 4-6 weeks), cancelled and bought my 3rd choice colour instead!

Not that supply issues are 2D fault of course - though once again, their communication and visibility of stock leaves a little to be desired...

marmel

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#2971434 22-Sep-2022 09:10

Item:

FWIW, I did get a call back from 2D this week to confirm the same as everyone else; my phone is on back-order "4-6 weeks".

I hope that this doesn't turn out like last year, where I gave up waiting around the 10 week mark (whilst still being assured 4-6 weeks), cancelled and bought my 3rd choice colour instead!

Not that supply issues are 2D fault of course - though once again, their communication and visibility of stock leaves a little to be desired...

I just got an email advising of the technical issue etc and that it may take "up to 1-2 weeks for your iPhone to be delivered". Yesterday the CSR who rang me said that it could be up to 6 weeks. Not sure if these estimates are being drawn by the lotto ball machine but I've got my fingers crossed it's going to be the 1-2 week estimate rather than later.

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#2971436 22-Sep-2022 09:15

marmel:

I just got an email advising of the technical issue etc and that it may take "up to 1-2 weeks for your iPhone to be delivered". Yesterday the CSR who rang me said that it could be up to 6 weeks. Not sure if these estimates are being drawn by the lotto ball machine but I've got my fingers crossed it's going to be the 1-2 week estimate rather than later.

I just got the same email! Did you get the $100 account credit as well? (appreciated 2D, thanks!)

Given the NZ Apple website advises 4-6 for new orders of Purple Max, I would say that 6-8 weeks for 2D is probably a reasonable bet - no idea where they are pulling 1-2 weeks from!

marmel

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#2971439 22-Sep-2022 09:17

Item:

marmel:

I just got an email advising of the technical issue etc and that it may take "up to 1-2 weeks for your iPhone to be delivered". Yesterday the CSR who rang me said that it could be up to 6 weeks. Not sure if these estimates are being drawn by the lotto ball machine but I've got my fingers crossed it's going to be the 1-2 week estimate rather than later.

I just got the same email! Did you get the $100 account credit as well? (appreciated 2D, thanks!)

Given the NZ Apple website advises 4-6 for new orders of Purple Max, I would say that 6-8 weeks for 2D is probably a reasonable bet - no idea where they are pulling 1-2 weeks from!

Yeah I think the $100 credit must be for all affected customers which like you said is appreciated, I would much rather have the phone though. I'm hoping they have had further stock updates from Apple which is why they are now estimating 1-2 weeks?

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