Apple Sending Emails to iPhone Upgrade Program Customers Who Had iPhone X Pre-Order Failures [Updated]

Apple this evening began sending emails to customers who attempted to pre-order an iPhone X through the iPhone Upgrade Program but ran into a problem during the process.

In the email Apple asks customers to place a new iPhone Upgrade Program order and to reply to the email with the order number. It's not clear why Apple is asking for order numbers, but it could be that the company is planning to expedite these orders in some way.



The email says Apple is working to get iPhone X models out as soon as possible, but the wording doesn't necessarily suggest an order upgrade or faster shipping, so it's possible Apple is just making sure its iPhone Upgrade Program customers have the chance to place an order.

Customers receiving these emails seem to have been told during ordering that their loan applications with Citizens One were taking longer to process than expected, and many later received notice that their orders were not initially approved. These customers were forced to order at a later date and now have delivery estimates of five to six weeks for their new devices.

If it does turn out Apple is planning to expedite the orders of these customers in some way, we'll update this post, but at the current time, it's unclear what Apple's plans are.

Update: Apple is indeed attempting to fix this problem for its iPhone Upgrade Program customers. Many people who were affected by the order failure issue are being given improved delivery estimates that match the delivery dates they would have received should their orders have originally gone through.

Related Roundup: iPhone X


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25 months ago

Crossing my fingers now after receiving the email and replied back to them. Really wanted to get it by Thanksgiving Day to use with the watch and start working out more.


To be fair you don’t need the phone to start working out more. Plus, after turkey day I’m in a month long food coma ... no exercise. Lol!
Rating: 16 Votes
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25 months ago

Crossing my fingers now after receiving the email and replied back to them. Really wanted to get it by Thanksgiving Day to use with the watch and start working out more.


Initially I bought the watch for the same reason. Took me almost a year from when I got the series 2 to start hitting the gym 5 days a week.

I actually only started hitting the gym to get out of a mind funk, but it's helped me lose weight too. Who would have thought?

Anywho, having the watch is pretty awesome now. Helped me burn 500 active calories in one 3.5 mile run on the treadmill yesterday. When I felt like giving up, it heled me see my goal and finish it through.
Rating: 11 Votes
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25 months ago
At least Apple is trying to do right for people who experienced preordering snafus. I actually did not apply for one of the Critizen One loans this year because I was concerned glitches like these would occur.

Apple really needs to re-examine how they do their preordering process. A mad rush a 12AM PST doesn’t seem to be practical anymore.
Rating: 10 Votes
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25 months ago
Apple / Tim Cook should honor, with expedited priority, the orders of those who said on here that the app & website were experiencing glitches.

The fault is on their end, not the consumer.
Rating: 9 Votes
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25 months ago
I hope your wishes are granted

My order is in preparing to ship :D
Rating: 7 Votes
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25 months ago

At least Apple is trying to do right for people who experienced preordering snafus. I actually did not applying for one of the Critizen One loans this year because I was concerned glitches like these would occur.

Apple really needs to re-examine how they do their preordering process. A mad rush a 12AM PST doesn’t seem to be practical anymore.


What they should do is a take a play out of Verizon’s book. Allow people to pre order on their website 10 min or a certain time before the flood gates open. This will allow for less bottlenecking and less traffic entering all at once.

Over at the Verizon thread, you’ll see over 30 pages of people chanting and many exclamation points of excitement from their smooth and effortless pre order process with launch day delivery. I recommend you drop financing with Apple and start to finance with your carrier.

Apple has to cater to the entire world on pre order day. Your carrier just caters to its own customers. And if you’re front and center, you WILL get a launch day delivery.

This is my 5th iPhone pre ordered on VZW.Com

iPhone 5 launch day
iPhone 5s launch day
iPhone 6 Plus launch day
iPhone 7 Plus launch day
iPhone X launch day delivery

And all of them where pre ordered on their website minutes before Apple did theirs. All under 2 minutes with me reading everything.

It’s a no brainer my friend.
Rating: 7 Votes
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25 months ago
Crossing my fingers now after receiving the email and replied back to them. Really wanted to get it by Thanksgiving Day to use with the watch and start working out more.
Rating: 5 Votes
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25 months ago
Apple just moved my December 11 delivery to November 17th window! I'm so glad I emailed them.
Rating: 5 Votes
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25 months ago

Crossing my fingers now after receiving the email and replied back to them. Really wanted to get it by Thanksgiving Day to use with the watch and start working out more.

I mean, you can start to work out more without gadgets too, you know...
Rating: 5 Votes
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25 months ago

thats the date mine was changed to

Same. A little bummed it wasn't bumped to Nov 3.
Rating: 4 Votes
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