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This week was both high and low for both AT&T and Apple Company. They had received large bulk of pre-order for the new Apple iPhone 4 yet was also able to encounter series of negative and frustrating comments from customers!
Apple said that they had received almost 600,000 iPhone 4 pre order sales days ago (June 15), a number they weren’t expecting which results to order and approval system malfunctions. Due to the large number of customers, the company’s site wasn’t able to handle all the orders and queries. At Apple’s site, series of timeouts and error messages showed up when you select your iPhone and go to the AT&T eligibility screen. Rarely would you end up at a “reserve at a local store” message display and in most cases you will either get a “session expired” message or a “waiting for authorization” screen that doesn’t seem to end. A day after the mess, Apple took time to apologize for those who were not entertained and able to place their orders.
The main problem to the said incident points to AT&T (again). The server of the said company which verify the customer’s eligibility wasn’t able to handle all transactions for the day due to sheer volume of people who want to get their hands on the elusive smartphone. Customers who went to AT&T site for phone upgrades need to endure 20 minutes to finish transaction. Some AT&T stores resorted to “ancient” method of writing orders by pen and paper after the system crash. It was indeed one embarrassing day for AT&T (and Apple too).
AT&T then released an official statement saying that the pre-orders were really high in fact 10 times higher than those for the iPhone 3G last year. To make matters worse, they stated that besides the pre-orders made, there were more than 13 million visits to the AT&T website of customers checking on their upgrades to the new phone which is in fact 3-times higher than their prior records.
They clearly indicated that they are suspending all pre-orders until the system comes back to normal. AT&T had promised that they are working hard to make the iPhone 4 reach as many people as possible. For those who are eager to have their iPhone 4, the “ships by” date indicated in the site also changed again from July 2 to July 14. Looks like the new iPhone 4 fans need to contain their excitement (and extend their patience) more.
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