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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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The entire premise of reserving something before it comes out is to be served first … why would anyone reserve something if they are not served first? I do get the business aspect of what you have done it’s just very misleading and unprofessional. The fact that I do not have an iPhone 4S in my hand is not disappointing. The fact that I have to wait in line after reserving something is. Your site was not user friendly, your support regarding the website was equally unfriendly and now I have found out I haven’t actually reserved anything … I’ll likley have to wait weeks for the device. I’ve just wasted a few hours of my time and for what? This isn’t customer service …. The right thing to do here would have been to say upgrades to the iPhone4S shall be made available a month after the inital release. When you set expecations correctly you don’t get the backlash and customer disatisfaction you are recieving on this forum.
I have a tracking # and everything for my phone and it just says delivered… To hamilton with 22 other iPhones, mine needs to go to guelph, i went to the store today and they said it wasn’t there yet. Hopefully it comes tomorrow, or monday at least but my tracking number doesn’t mention Guelph at all I’m very confused.
Not sure what the tracking system is for? The phone is delivered on 10:55am 10/14/2011. Called the store at 1pm and 7pm but still not available to pick up? Still in the warehouse? Why give us the tracking number then? Tracking# 1Z03Y710DK71124999.
Am so tired of waiting. Are you guys doing any shipments to the store tomorrow? Saturday.
My. Reserved phone arrived at the Rogers store at 1pm. I was called at 330pm to pick it up and then told the system was having issues and. I would have to wait 48 hours as they open a ticket and then expect a call in a few days. Really?my phone was right there and I still could not have it.
Has anyone else’s number in line fluctuated after work it said 3026 and checked when I got home it was at 3030! What’s up with that??
I’ve never been more disappointed than I was today to find out that by pre-ordering the device I am not guaranteed one on the first day. In any other industry this is the entire point of a pre-order system. This has not come close to meeting my expectations and was completely mis-leading. Rogers says ‘well now you don’t have to wait in line” – the only people waiting in line were in line at 8am this morning. I went after work to pick up my device (assuming the pre-order meant I got one on the first day) and the store was completely empty. The pre-order process should have meant you are guaranteed one on the first day and you could pick it up on your way home from work after the lines have cleared out. Please keep this in mind for the iphone 5
Rob, it wasn’t a pre-order. It was a reservation that guarantees you a device.
Maybe someone should have made this clear to those of us who used the system and woke up early/stayed up late (depending on time zone) to be first in what we thought was the line for an iphone. It was at best vague the way it was presented to us and at worst intentionally misleading. I hope you’ll discuss that with someone higher up. This whole situation has left me quite unhappy with Rogers after 11 years, and it was only made worse when I called to discuss changes to my account today and was told I couldn’t because iphone activations had forced a system reset
We appreciate the feedback, Matt.
Chris, the fact that the system was live at the exact time Apple was opening up the iPhone 4s for pre-orders led many to believe that’s what it was, a pre-order.
If that’s not what it was it was extremely poorly communicated to the point of being intentionally misleading.
I fail to understand why someone who walks in off the street would be given higher priority than a long-time customer who reserved a device.
If you reserve a hotel room you expect it on a certain date. If you reserve a seat on an airplane, you expect a a certain date. If you reserve a seat at a movie theater (I do it all the time now) you are guaranteed a spot regardless of when you show up.
If you reserve an iPhone from Rogers you are guaranteed to have it arrive at a store at some point in time, but you can go ahead and walk into the exact same store and get one off the shelf before your reserved one shows up.
You do not have a reservation system. What you do have is a problem, in that you are holding onto how many customers $40 for 6-8 weeks collecting interest before you issue a refund.
I wasn’t annoyed with Rogers too much until now. At this point Rogers is committing something like fraud. I’ll be writing my MP over how your company has handled this whole situation.
Reservation, pre-order … to me it’s the same thing. I reserved it at 5am on the 7th and the system showed I was 640th in line for a black 32GB unit. My expectation is that it will be in the store on day 1. Fancy marketing gave everyone that impression. If the marketing said “you won’t have to wait in line but it will take us a week to get you your device!” how many people would have used the reservation system?
If I was number 30,000 in line I would understand not getting one the first day, but to be within the first 1000 people on the list and to not get a unit on day 1 does not meet my expectations and is very disappointing. I guess the obvious solution is to not use the reservation system next time
I was #16 for 16GB White and I didn’t get mine.
don’t be disingenuous. it clearly says/siad “preorder” on you website.
And we’ve since corrected it. It was a mistake.
you CORRECTED it still says Pre order on the ROGERS home page and its saturday the 15 at almost 10 pm
Chris,
“Correcting it” isn’t good enough. Lots of people signed up for the program when your website said “Preorder”. Did you even bother emailing them to say “Oops. We lied. It’s actually a reservation and you won’t have your phones on launch day.”? The fact that someone thought you could just change it out from under everyone shows just how little Rogers cares about providing a good experience for their customers.
Reservation has been cancelled, walked into Future Shop at 4:30 and got the exact phone I was after 32GB White, loving it! How much money will Rogers waste sending out all these reserved phones that are now cancelled? Love new plan though, great deal! $50 rebate is a total waste of time though!
This reservation system is a load of bull. The Rogers representative I phoned prior to reserving my phone specifically GUARANTEED that i’d be served my iPhone on the 14th.
Honestly this is isn’t Africa, You’d think that in a first world country such as Canada, decent customer service would still be possible. It’s a shame the rogers execs incharge of the reservation system are too busy burying their heads up their respective behinds, with the iPhones that WE PREORDERERS DON’T HAVE.
Good job Rogers, A+.
+1 Charles, I for one think that if you’re going to sell a new apple product in very high demand, sell it to the people that thought ahead and reserved, which I believe we all assumed was preordering and would be receiving them on the launch day. This is a load of bull.
What kind of first world country is this where we can’t even get our iPhones, one of THE most important devices in the world. This isn’t Africa, where children kick cans around, it’s Canada, where children mess around on their iPhones and facetime with each other, which people like me might be doing right now if they had gotten their Apple iPhone 4s like they assumed they would.
Thanks, Rogers.
I was at the mid 3,000 when I reserved last Friday. This morning I was at the mid 900s. Huh. I thought that “reserving” meant that I and all others who WERE ABLE to reserve a week ago would have theirs waiting for them at the designated Rogers store. That sounds to me what a reservation means. So, I dropped in at 10am (opening time for this store).
The manager let me in a bit early, asking me what iPhone I wanted. “16GB black”, I told him. He said he had lots of those. I said, “Great! Because I reserved one last week.” Imagine my surprise when he said that Rogers set up TWO SEPARATE inventory streams for the reserved iPhones and the retail ones, that they haven’t received any from the Reserved inventory, but that I could get one from his retail inventory and would simply add my reserved phone to his inventory when it came in.
HUH?? WHY two different inventory streams, with the reserved stream appearing to get a lower priority than the retail stream??
We got the shaft, people. But all should be well, right? He had a black 16GB right there for me… but you see the ridiculousness didn’t end there.
As I am an EIGHTEEN YEAR Rogers customer, I am apparently in their “Customer Loyalty Database”. I was told this by a CSR at this Rogers store. Sounds great, huh? Not so much because, while the activation database for “regular customers” has been intermittent all day, the CRS at my Rogers store was unsuccessful in logging into my account on the Customer Loyalty database and was informed it would be down ALL DAY TODAY. He said “I will call you either way on Saturday”… “either way” meaning the Loyalty Database may NOT be up tomorrow. So, there’s an iPhone S sitting there with my name on it… been there all day… is there even right now… and it can’t be activated because this “loyal customer” database is screwed. Isn’t it ironic? Lord knows when my i”reserved” iPhone will be ready for me.
As far as my reservation number at this point? It’s barely moved, now at 863.
What a joke!
Rogers has finally ground down this eighteen year customer’s goodwill to dust. I’m pulling all my usage — three cell phones, internet, cable, home phone and long distance — OUT of Rogers as soon as I am able to.
I attended two different Rogers stores in Hamilton, Ontario. Both stores said they had the iphone 4s in the store but could not sell it to me because the Rogers system was “down” across Canada.
They representatives at each store said that no one was able to purchase an iphone 4s today in stores across Canada because of the system outage.
I called the Rogers customer service line and they reported no system outage.
Can someone offer an explanation? I feel like I was lied to for some reason. If they were sold out, why didnt they just say so?
@The Rogers reps here:
Everyone considers it a pre-order because that’s what Rogers initially advertised it as. As others have quoted, the text message that was sent out about the reservation system clearly stated that people with reservations would be first in line. In reality, that’s nowhere close to the truth.
I didn’t get up early on reservation day, so I was well into the 3000s. I fully expected that I wouldn’t be getting mine on launch day. After seeing all the people on here today saying they found an iPhone at other retailers, I tried calling around, on the off-chance someone would have some. I ended up finding several at the local Best Buy. The guy there said they received 20 Rogers iPhone 4Ss total, spread across all SKUs. When I got there at 3pm, they still had 3 x 16GB-Black, and several of the other models. They were very helpful, and I now have my new phone. I’ve since cancelled my reservation.
***For anyone that has a reservation***:
If you want to get your hands on an iPhone 4S ASAP, I highly recommend you check your local retailers. It seems many may have some available.
its still being advertised as a pre-order on the rogers home page in the middle flash thing if you click on iphone 4s it clearly say’s pre order in the left bubble and learn more in the right bubble
And it 2:09 am on the Oct. 15 lol
its the second time I’ve mentioned this to day first time it was not approved for this board, lol I’ve had 15 questions or remarks not ‘approved’
what a joke this whole day has been
We made a mistake calling it a preorder and have fixed this on our website.
That’s all well and good but it does precisely nothing to fix the problem.
As usual, it will be left to the customer to call Rogers, wait on hold for 20 minutes, get transferred 4 times and argue with a supervisor to actually get a proper explanation, compensation or resolution to the issue.
I’ve already cancelled my cable due to Rogers poor service and inflexible pricing, looks like wireless will be next.
no you guys have not its still there and its oct 15 at 10 pm
It should be updated, try clearing your cache, that may be why you still see it.
My computers fault, all six of them, thats a miss try blaming some thing else
You should perhaps try fixing the fact that rogers customers are receiving their phones after the rest of the world.
If I ordered a steak at a restaurant, I’d be pretty confused if they brought me a burger. Confusion would turn to fury if I was told that I would not be getting a steak due to a “mistake” in the menu where “hamburger” was replaced with the word “steak”.
“It was a mistake” is a laughable excuse. Whether or not the “mistake” was accidental, the result is blatant false advertising, and is a shameful business practice.
+1
agreed fully with
I was number 199 for black 32g my order was placed at 06:04AM last friday. I just got my “shipped” email 2 minutes ago.
The second I heard “some time next week” I jumped ship and got my phone another way. This reserved phone can go back to whatever planet it came from. It had to be in outer space considering the time from it took to even get it shipped out.
Off I go to cancel this phone and get my $40 back. Hope Roger’s enjoyed all the interested they got for holding millions of people’s $40 for a few weeks.
Highway robbery.
And they’re holding the $40 for 6-8 weeks…
They aren’t holding the $40. It goes on your phone bill. Mine went on after my monthly invoice was printed, so it will be on the next one, that doesn’t need to be paid for 21 days (end of November in my case). If it works out right, the credit will arrive when the payment is due.
Help!!!!!!!!!!
Went to futureshop, could not do a HUP because iphone 4s promotional pricing on a 3 year plan wasnt showing up. Iphone 3gs and iphone 4 showed up as well. Rogers customer service and rep at the store could not figure out why!!!!! Please help, is it because i have made a reservation? If i cancel the reservation will it fix it? Also if i cancel how long until change takes effect?
Thx
The same thing happened to me the future shop has to do it all on through paper work NOT through the computer network. It only takes 10 minutes or so.
I had the same problem that it keep asking them for a pin number for my account and I don’t have one for my account which roger confirmed a dozen time in two days, but the computer keep asking for one.
The store can do it the old fashion way paper work.
Funny no one at rogers would comment on this one what you have nothing to say about it??? Its not you job to look in to it?
Everyone who was waiting for an iPhone; JUST GO TO THE STORE!
I was number 6000something in the reservation line and walked into a store in the Eatons Centre today and picked up a phone in 15 minutes. EASY PEASY!
Got my shipped email today I was 444 for 32GB black. I had to work Fri anyways so I’m not upset like most. I just don’t like the early Hup fee.
When did you get your IN PROGESS status?
Glad to hear of your progress, Tony!
So it would cost me over $700 for the phone because of the early upgrade fee? Ya, that’ll happen. Cheaper to cancel and go to Bell, or buy it unlocked so I don’t get hosed for another 3 yr contract
I find it absurd in the extreme that people can walk in off the street while those of us who have taken the time to reserve a device are forced to wait for it. For the $300 plus I spend with you every bloody month on the various services and devices you provide, I would have expected better.
Mary, first off, hey how’s it going :)
Now to the disgruntled part. Why did I pre-order a week in advance if I still can’t get my phone today?
What is the point of pre-rodering when I could have just gone to the store and got one on Friday?
Seems like the point of pre-ordering should be to be able to get your phone first.
Considering how high the upgrade fee is for me I might as well just buy an unlocked iPhone 4s from Apple.
Rogers always has great ideas (like the My Rogers pre-order queue) but fails in implementation.
What a complete fail and a joke this “pre order / reservation” is. Can’t Rogers do ANYTHING right ?????????? By the way – after wasting my time “pre ordering” to no avail, I bought an unlocked phone and signed up with Bell.. Thanks for nothing as always. Next to do: get rid of your outdated overpriced cable and internet service (Fibe here I come)