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Rogers Reservation System: iPhone 4S update
October 13th, 2011 a 8:09pm
Many of you have been asking for an update about when you’ll get your iPhone 4S that you reserved through our Reservation System. Some of you have asked about how you’ll be notified, when your iPhone 4S will arrive in store, and how we will manage inventory for this great new smartphone.
We are allocating inventory to the Reservation System. We are excited to tell you that we have begun fulfilling reserved orders and we will continue to ship reserved orders as inventory becomes available from Apple.
When your device is ready to ship, you will receive an email from us with a link to track your shipment until it arrives at the store of your choice. If you don’t get an email letting you know your device is ready this weekend, fear not, you’re still on the list. By being on our reservation system you don’t have to line up or look for stores that have an iPhone left. Keep an eye on your email starting early next week. We’ll send you an update on your place in line.
Remember you can always check where you are in line and the status of your reservation by visiting rogers.com/myrogers.
We know that some of you may choose to go to a store to try to get a smartphone this weekend. That’s okay too, because your $40 reservation fee is totally refundable. All you have to do is cancel your reservation and we’ll give you back your $40.
We’ll continue to keep you updated.
UPDATE: (October 16, 2011, 5pm): We have now shipped thousands of devices and many of you will soon receive a notification that your device has been shipped. We continue to receive more inventory and have put extra staff in place so we can get the devices sent out as quickly as possible. At this point stores are selling out. But since you have reserved a device you are guaranteed to get one without having to line up or phone to see if there are any available. To track the progress of your reservation you can log on to MyRogers.
Mary is a regular contributor to RedBoard
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Rogers fails again. No surprise. I just called Best Buy in my city and they have one for me. No standing in line necessary. My reservation number is less than 100. Does Rogers expect me to believe that they don’t have any phones in their inventory? I know that I can walk into a Rogers store and walk out with an Iphone 4s. So what was the point of this reservation system? It seems to me that we need more competition in the cellular business. Maybe that would shake complacent companies like Rogers and Telus to their core and make them provide quality customer service.
Popped into a Rogers store and bought the iPhone 4s – although it can’t be activated at the moment due to overwhelming demand. How do I cancel the phone I reserved? There is no option to cancel on the website. Reserved phone is In Progress but not yet shipped.
Hey Grant, just call the store where you’re having it shipped and let them know you no longer need the device. The $40 fee will be automatically credited to your account once the device ships.
Hi…My non-preordering buddy went to a Rogers store and picked up an Iphone 4s today and had like 6 ppl in front of him but it took like 30 min per person to activate so it still took him half a day. The ad says we don’t have to wait in line for our pre-ordered Iphones. Does that mean that if 100 are shipped to my store we can walk in grab our iphone and leave or is there still going to be a line and the 10-30 min a person wait for all the per-ordered iphones infront of you to be activated?
Depends on the overall situation and how busy the store is. You will not have to wait in the ‘iPhone line’ as you already have a device but I can’t say for sure if there will be a rep available to help the second you walk in. You could try calling ahead to see how busy they are to get a sense of that.
I just walked into an (empty!!) Rogers store this morning and picked up the iPhone – took me about 10 minutes, so I’m really impressed by that!
How do I cancel my reservation once the status is ‘IN PROGRESS’ – there doesn’t seem to be a cancel button, but obviously I don’t need the reservation any longer.
thanks,
-Patrick
Oops, just say the answer to my question in the comment DIRECTLY before mine!! Guess I could have looked a bit harder :-P.
-Patrick
Ha. No worries. There is a lot of activity on RedBoard today.
Once the device ships, the $40 will be credited to your account automatically. You’ll just need to call the store to let them know you no longer need the device.
How much money is Rogers going to lose sending out all these reserved phones that nobody needs or wants anymore! Epic Fail! I see why the HUP is so high. Future Shop had tons of phones.
Like many of the people who have left comments I, too reserved my phone early on Friday morning. I was #228. I have been “In Progress” since yesterday. I find it hard to belive that Rogers was unable to set aside at least 228 phones for those who had gone through the effort of making an early reservation. A co-worker who was 3000+ on the list walked into a Rogers store today and was able to purchase one without waiting in line! Something is wrong with that.
I received my Rogers bill earlier this week with the $40 + tax reservation fee that I needed to PAY IMMEDIATELY! I know it is fully refundable but now you have my money and I still don’t have a phone and you won’t even commit to when you can get me one when you certainly have more than 228 phones available. This is just not right.
Finally :) Got my phone! I was #29 for a 16gb white for my wife. They called this morning and went to pick it up. Despite earlier frustrations it was a way better process than getting the 4 last year. The rep at the store was AMAZING and even got me the 6gb data plan! So impressed!!
Glad you’ve got your phone and are set up. Enjoy!
i was 24th for the same model and size, why didnt I get called?
Any word ? On Pick Ups at Stores ? I’m 1508 and can’t seem to have any news… can’t be sold out on the 1500th already ? should I just cancel and line up ?
It’s up to you. I can’t say for sure when your unit will be shipped but you should watch your status online. That’s the best indication.
Good to see everyone hating on Rogers here.
Am seriously thinking about buying an unlocked phone due to this “Reservation” debacle.
Wow… I just called the store I’m suppose to pick up my reserved phone from and they have none of the reserved phones but have 2 of the exact one I ordered in stock right now. When I asked if I could just buy one of those she told me I had to call Rogers and cancel my reservation but mine says in progress already. Will they still give me my $40 back at the store even though they think I have to call Rogers to cancel?
The $40 is always refundable. It will automatically be credited to your account once the reserved unit ships. As you’re already ‘in progress’ you can just let the store know you no longer need the reserved unit and buy in store directly.
I’m #9 for a 32GB black. I stayed up all night to reserve it as soon as was the system was open. Went in today to get my shiny new phone only to be told to check my email because my “reserved” phone wasn’t actually there/reserved.
From your FAQ: “We will be dedicating inventory towards our Reservation System orders and our goal is to get your device to you as soon as possible.”
#9 in Canada and you couldn’t come through. Not cool, Rogers.
Best to watch your status online for updates.
that’s the best you can come up with “best to watch your status”?
how about a little remorse?
rogers has blown away every last bit of good will i had towards it.
MAJOR FAIL
Unfortunately I had no choice but to use this system as I have a corporate account. Is there anyway to go into a store who has the same phone I have reserved and pick one up? I know there is a large demand for the phones however I would like to have the phone as soon as possible. Will anyone be notified over the weekend??
You can get a device in store for sure. Depending on your status, you can cancel the reservation online or by calling the store your unit is being shipped to. The $40 fee will automatically be refunded to your account.
Ok on second thought you guys win. I just called my Rogers store in Bradford and they haven’t even received any iPhones 4s yet which is odd since with others u can just walk in and get one. I concur the reservation seems to be very off
Hi, just need some help from you guys. I performed the eligibility check on the site and I was sent an email with the pricing on the upgrades. The email show the price of $209 + $35 fee and when I went to the store. They said it something like $600 with taxes. I am confused and frustrated because I waited in line for over 2 hours.
A followup to my earlier comment:
I decided to head down to the local Future Shop at 4pm today (Oct 14). Walked in, didn’t wait in line, got my Black 64gb iPhone4S, got set up, walked out with my phone working. I now have my iPhone4S.
Meanwhile, my online reservation is still at #136, “In Progress,” and no shipping email or anything yet.
What a let down. Like many have already stated, what’s the point of the online reservation if I was able to go grab one in person without any hassle?
I will be cancelling that reservation promptly, but seriously Rogers, the system is clearly flawed.
JT, if you weren’t able to get one without any hassle, you might feel differently, but we’re just glad you were able to get the device you wanted.
I woke up at 6am EST on Oct 7 to be <100 in the national queue, and have not even received a shipment notification.
This is extremely disappointing, considering other national carriers like TELUS ensured they got devices shipped to their pre-order customers' doorstep on launch day. Not only do I have to walk 30 minutes to the nearest Rogers store, but it has not even been shipped there on release!
Went into the store to pick up my pre-order (I received a call earlier that I can come in) and when I get there the person helping me set up the phone wasn’t able to do so because my “order” hasn’t been fully processed yet. Not sure why I got a call to come in then? I ended up waiting an hour in the store and came out with nothing and need to come back tomorrow.
I understand it’s busy and hectic but some notice ahead of time would have been nice so I didn’t waste my time waiting and leaving empty handed.
Why is that people in the east has already gotten their phones. Did rogers not account for people in the west expecting to get it on the day of as well? People who reserved with Apple has already gotten their phones.
rogers just didn’t account for people on the reservation system actually wanting their phone on launch day
Rogers reps, could you please address the questions answered by Paulman earlier? I think answers to them would be satisfying for a lot of customers.
“Paulman says: October 14, 2011 at 4:14 pm
Could you please address one of his implicit questions, as to why his being as low as #135 in the queue did not mean that his iPhone 4S should be arriving on the release day? That is VERY low for a nation-wide queue. What is the point of the Rogers reservation system if you’re not going to be getting the phone as early as possible?
I was #245 for the Black iPhone 4S 32GB, and that went down to like #199 until it went “in progress” yesterday. But judging by some comments here, it may not actually arrive for 4 business days?
Could you please address how Rogers could launch a reservation system but apparently have so few iPhone 4S’s on hand to service it? Am I meant to believe that, perhaps, only 600 iPhone 4S’s were allocated for this service NATION-WIDE? (e.g. 100 for the Black/White iPhone 4S 16GB/32GB/64GB each?)
Or were there many, many more per model available but Rogers “dropped the ball” and started shipping them out late?
Your response is appreciated. Thanks!”
JMM, the reservation system is in place to guarantee a device for those who signed up for one. Reservations are being fulfilled as stock becomes available. We are communicating to customers by email when their device becomes available. Your place in the queue only means your device will ship before those behind you in the queue, and it doesn’t mean that you’ll receive your device on the first day it becomes available.
Chris, This should have been much clearer in the pre-order process. Like big letters saying “THIS DOES NOT GUARANTEE YOU A PHONE ON LAUNCH DAY!”. Rogers dropped the ball! Is anybody listening so this doesn’t happen again. I really feel I should take my account with four phones elsewhere. I’m sure the other carriers would like the business. It would nice to see some comments from Rogers on how they intend to fix this for the next launch.
Could you elaborate on “Reservations are being fulfilled as stock becomes available.”? How many phones were set aside for reservations per model initially, and how will availability progress? As quantitative (specific numbers) an answer as possible is appreciated.
We’re not able to provide that info, JMM.
Yes, we understand that being placed in the Rogers reservation system does not GUARANTEE that you will receive the iPhone on the launch day. It doesn’t actually guarantee that you will receive the iPhone on any day.
However, the problem for the Rogers customer is that a very reasonable expectation has been created by the Rogers reservation system. TECHNICALLY, you are not obligated to provide us with our reserved iPhone 4S by anytime in 2011 (or beyond), even if we are #1 in the queue. But is that really how you want to treat your customers?
As pointed out by a previous commenter:
“From your FAQ: ‘We will be dedicating inventory towards our Reservation System orders and our goal is to get your device to you as soon as possible.’
#9 in Canada and you couldn’t come through. Not cool, Rogers.”
I understand that as Rogers representatives on this blog, there isn’t much you can do to help us. But it is distressing to hear responses that are effectively, “Don’t blame us. We never promised you anything concrete.”
However, perhaps you can help by finding out certain things for us? For example, do you know how many iPhones Rogers had on stock for their Reservation system for each model?
Also, do you have any tips about whether we can ask our customer service reps to give us some credits, etc. to help smooth over this whole iPhone 4S reservation situation?
And finally, is anyone from Rogers able to acknowledge that the reservation system isn’t working exactly as well as expected (because many of us who were quite early in line may not be getting our phones through the system till days after launch)? It’s easier for us to be understanding and patient if you guys give at least a little ground and acknowledge that it’s not working as well as some would have (reasonably) hoped.
To your questions, Paulman: we can’t comment on stock and allocations, you’d have to speak with customer care about this as we don’t deal with customer accounts, and as far as we know the system is working as expected, devices can take up to 4 days business to arrive in stores. Sorry I can’t be of more assistance.
Hi Chris, thanks for your prompt reply. I appreciate that you’ve tried to address all my questions.
However, I’m disappointed that you are saying the “system is working as expected”.
“Rogers Reservation System: the latest devices without the lineups” – that’s how the system was presented to us, the consumer. It’s meant to replace the hassle of lining up for the latest phone on launch day, or after a phone is sold out.
However, in our case, there are NO LINE-UPS in certain locations with phones in stock. And yet, many of us who’ve pre-reserved the phone have no idea when we can even expect our pre-reserved phones to arrive.
Worse still is that this appears to be the case for many people who are among the first “in-line” on the Rogers reservation system. I cited the case of the #9 in line person. I, myself, put in the reservation online at 3:03AM PST (3 minutes after the opening time). I was #245 at that point.
Not only is the impression given that those who are “relatively” early in the line should be able to expect their phones on launch day (hence the reason this system REPLACES the need to line-up), but what makes things worse is that there is that neither have we been given proper information to help guide our expectations.
It would be a lot more helpful to know even vague generalities, such as “there were over 2000 iPhone 4′s made available to the Rogers reservation system Canada-wide”. Or, “the store you selected for shipping location can affect delivery times. Rogers Plus stores may receive their shipments before other Rogers Wireless authorized dealers”. Etc., etc.
But in the meantime, we have no idea whether being #1 on the Rogers Reservation system actually means you should get the phone on day 1, even though that’s what one would intuitively expect.
http://redboard.rogers.com/2011/rogers-reservation-system-the-latest-devices-without-the-lineups/
this is not true though, a recent comment stated they were 29th in line for white 16gb and they received it today. whereas I am 24th for the exact same model and I just received shipping info.
What a complete joke this is Rogers.. What is the point of reserving when it is not made available. Please address the criticism not just the “glad it worked out” – “$40 will be refunded..”