Archive | September 2014

My Unpleasant Experience Ordering the iPhone 6 at Swisscom Last Night

When the iPhone 6 was announced, I was excited, especially because my faithful iPhone 4S is becoming more and more  flakey. It’s time, so I was ready for the announcement, even more so when I saw the specs and so on. So, I was ready to upgrade.

I’m with Swisscom, so I went to their site and filled in the form to be informed when the Pre-Order would happen. I also made sure that my account was up-to-date, invoice-wise. Yup, all good.

Yesterday, 18 September 2014 at 16.17, I got the email that the Pre-Order would start “on Friday 19 September at 12.01 midnight” and there was a link “Click here to Pre-Order.” Naturally, I clicked immediately and saw this screen:

Screen Shot 2014-09-19 at 00.02.14

Sweet! I’ve got the landing page, and so at 23:59, I’ll load that page and start refreshing. Which I did. On two computers.

But, for the next 30-40 minutes, constant refreshes got me nowhere. That page never changed. Eventually I started tweeting and reading others tweets, and clearly people were also stuck on that page and couldn’t order. I don’t know if they had the same screen as I did, but there were lots of complaints by excited, but tired people. But some responses from Swisscom indicated that the pages for ordering were actually online, but they were experiencing some technical difficulties.

Being the geek that I am, I started trying other options….searching for “iPhone 6” from the Swisscom main page, going through their “Mobile > All Phones” menu option (but it still listed only 5c and 5s), logging in and trying to “Extend your subscription” and so on. For over an hour, I got nowhere. And many others had similar problems.

All the while, we got tweets from @Swisscom_Care and @Swisscom_de saying that the servers were experiencing unforeseen high demand. WHAT!? Unforeseen?! They’ve been selling iPhones since 2008! New iPhone releases have set records for pre-orders almost every single time. So, how can they say with a straight face that they weren’t ready for the demand. I think that, more than anything, is what upset me last night. I can understand technical problems. I cannot understand, and cannot accept, the largest ISP in Switzerland – with years of experience selling (or allowing pre-orders for) iPhones on release day – not having the capacity to meet the demand for pre-orders. Inexcusable, because it was foreseeable.

I actually changed the language of the pages I was on to see if different languages had different numbers of connections, thereby affecting speed. It felt like it helped, but it might have just been luck.

I finally got to a page to select the Color (space grey, gold, silver), Model (iPhone 6 or iPhone 6 Plus) and the Capacity (16, 64 or 128 GB), but it was immediately covered by a “please wait” message. I got into that mode I used back in high school to call radio stations to win tickets. Dial, listen, hang up, redial, etc. Refresh, see result, Refresh…..

Finally, I accidentally clicked on the Capacity drop down and it worked. Even though the “please wait” message was still there. OK. I rolled with it.

Next page asked me if I wanted to extend my subscription, start a new one, transfer a number from another provider, etc. Except, I wasn’t able to extend my subscription. Told me I’d have to call. I clicked on my Account and saw that they hadn’t marked my last invoice as paid. I checked my bank, yup, it was paid two days ago. Grrrr! I called – 30 minutes of waiting before I accidentally hung up and didn’t bother to call back.

I selected some available option and made it through to the next page: Do you want insurance for a year? Nope. Next page. Hang. It just sat there. For about 15-20 minutes. So I stopped it and started again.

I started and got stuck, and started and got further and got stuck for at least another hour or so. On the bright side, somewhere along the way, the system did allow me to select the “extend your subscription” option, but I never could pre-order the phone. I crawled into bed around 02:30, cursing such a terrible experience.

I woke up in the morning to meet my son before school. As I rubbed my eyes, I loaded the page, and again 2-3 times, I was stuck in the same place. But, then…..!

Selected the phone. Check. Selected the contract. Check. No insurance. Check. Checkout. Check! Your order has been accepted!!!! CHECK CHECK CHECK CHECK!!!!

“This product is not in stock.” Ugh. Yes, I know that everyone received that, but don’t the people at Swisscom know there’s a better way to say it? “Deliveries will begin on 26 September 2014. Orders will be filled in the order they were received.” And so on.

I’m happy I’m getting a new iPhone, but no thanks to Swisscom. A company that big needs to be better prepared and all the Customer Service Reps in the world saying “Sorry, we’re experience unforeseen high demand” won’t change that.

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