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Just a Thought - Seven Days (and Counting) Trying to Get an iPhone

I don't have an iPhone, any iPhone, and this is my story.

On Friday, July 11, 2008 I woke earlier than normal. I thought there might be a few die-hard gadget lovers camped out in front of the local AT&T Store hell bent on being the first in their respective neighborhoods, hangouts, or geeky clubs to own an iPhone 3G. I figured I'd go out and interview a few of these guys (they are almost always guys), take a few photos, write up a story and be done with iPhone 3G coverage.

I wanted an iPhone 3G of course, and under other circumstances I'd likely be camped out there like the gadget loving geek I am. Experienced gain at the launch of iPhone 1.0, however, suggested that if I waited a bit, a day at most, the die hard gadget lovers would have all been serviced and I could leisurely stroll into any AT&T Store, or either of the two Apple Stores that serve the greater Orlando area, any time I wanted, lay down my credit card, and pick up an iPhone 3G.

After all, the lines dissipated fairly quickly after the initial rush on the first iPhone. People simply walked into an Apple or AT&T store, bought a phone, then went home to activate it. There were a few glitches, but for the most part it was easy-peasy, lemon-squeezy.

I was sure that Apple had plenty of iPhones in stock as well. I figured they would sell several hundred thousand, maybe even a bit more than a million phones over the weekend, but I figured that they would have anticipated the demand and had at least 2 or 3 million standing by in warehouses.

What I hadn't counted on was that AT&T (or Apple), for whatever reason, would insist that new iPhones go through the same activation process as other run-of-the-mill phones, which even in the best of times is a slow process.

Lines outside of Apple Stores and AT&T shops inched along all day, but I was still confident that, after this initial slow-rush, I'd be able to get my phone as easy as buying a loaf of bread. (Stale, moldy bread after going through the activation process, but that's another story.)

By 3 PM on Friday AT&T stores were reporting that they were out of phones. The guy in the AT&T Store suggested that I order a phone through them. It would take 7 to 10 days, but, as he put it, "it's the easiest way to get an iPhone."

I considered it, but then I did the math: It was taking about 3 hours to wait in line and get a phone at the Apple Store. It would take 2 weeks to get a phone from AT&T. While waiting 3 hours in a line is never fun I couldn't see how a two week wait was easier.

However, I was getting concerned that even the Apple Stores would run out. How could I face my friends Monday morning with my old RAZR still in my pocket?

Having then dined on my pride, sauteed lightly in envy and served with a heaping helping of humble pie, with a credit card turning my wallet into a smoking cinder, I drove the 20 something miles to the Apple Store at the Mall at Millennia.

I arrived at 6:20 PM and was heartened to see that there was only about 50 people in line. My palms started sweating in anticipation of holding my very own iPhone 3G. I imagined how my friends would look on with envy while I chatted and replied to e-mail and check my calendar all at the same time (or close to it).

As I got closer to the line outside the Apple Store, however, I noticed that there was no way to get to the end of the line without crossing those line-defining things they set up to form the shape of the queue, and I noticed an Apple employee standing guard at the place where the end of the line should have been. I walked up and asked what was up with the line. "This gentleman here is the last iPhone customer for the night," she said pointing to a thirty something man who smile at me sympathetically. "It's taking longer than we'd like to activate iPhones and we have to limit the line so that we can close on time."

"But...but..but..." I stammered, but she knew what I was trying to say.

"Sorry, but we can't let you in the line, it wouldn't be fair."

A mall security guy materialized behind me and glared as if daring me to add another 'but' to my malformed sentenced. I ignored him. "Do you know if you're close to running out of iPhones," I asked.

"No," she said confidently. "We have plenty, it's just taking longer to sell them."

"So, if I come back tomorrow..."

"You should be able to get an iPhone, but remember, tomorrow is Sunday and we close at 6PM. So get here early."

I thanked the nice Apple Store clerk, sneered at the mall guard, and made my way to my car content in the knowledge that in 24 hours I would have my iPhone.

As I drove home, however I kept feeling like I was forgetting something. When I glanced over at me camera bag on the passenger floor it came to me like a hammer to a nail head.

When I'm not waxing poetic for The Mac Observer or working the job that actually pays the bills I can usually be found with camera in hand. I love photography and recently I started selling some of my more artistic efforts at a local open market on Sundays. The market opens at 10AM and closes at 4PM. There was no way for me to get to the Apple Store early. I sighed and decided that since the store had plenty of iPhones I would likely be able to pick one up on Monday.

Of course there are times when the Gadget Gods smile down on the faithful: a fairly nasty storm came through around 2PM on Sunday and shut the market down early. I was soaked and I lost a framed print to water damage, but I didn't care. I was going to make it to the Apple Store early enough to get an iPhone.

Again I made my way to the mall, and again I found the line closed and the very same Apple Store salesperson guarding the end.

"You've got to be kidding me, " I said as I came up to her. "It's only 3:30!"

"Yeah, and it'll take till 7 tonight to get through the people already in line."

I stood there frustrated, shivering in damp shorts, and iPhone-less still.

A mall security guard, this time a woman, strolled up to offer the Apple salesclerk moral, if not physical, support. I glared at her and she blanched, thinking I was about to go postal among the carrot-nibbling, ultra-thin, well-dressed mall patrons, but I was cool.

I smiled wanly at the salesclerk and she smiled brightly back and offered, "You might try later in the week."

Shivering now more from damp clothes and air-conditioning then from frustration, I trudged back to my car and drove home. No iPhone, credit card still hot enough to power a nuclear sub, I ate dinner while staring at my ancient ( in gadget years) RAZR. It seems that the Gadget Gods weren't smiling benignly on me, they were instead snickering menacingly at me. I was still defiant. I would have an iPhone regardless of godly tinkering.

On Monday I checked back with the local AT&T Store just on the off-chance that I might luck up and find an iPhone they forgot they had, but that was in vane.

My friends all ask me me where is my iPhone. "Where's yours," I demand knowing that none of them would get one any time soon.

One guy said sarcastically, "I'm waiting till they iron out cut-and-paste."

Another replies that he won't subscribe to the Apple hegemony. "When I can buy my applications and music anywhere and play it on the iPhone, that's when I'll buy one."

Yeah, yeah. Sure, sure. I know that as soon as I get mine these guys will be on it like a fat kid on a cupcake. I just need to get one.

I checked again at the Apple Store on Tuesday. The store in Florida Mall said they were sold out.

I then became depressed. I lambasted myself for not getting in line on Friday like a good little geek.

As the week rolled on, my depression eased. I started thinking that my original plan may have been a good idea after all. Maybe after a week of getting the other folks out of the way I could now walk into an Apple Store and buy my phone.

It's Friday now and I won't be able to get to the mall until after 4. If there's a line that I can get in I'll get in it. If I have to come back on Saturday I will.

Maybe that AT&T guy was right. Maybe.

We'll see.


Vern Seward is a writer who currently lives in Orlando, FL. He's been a Mac fan since Atari Computers folded, but has worked with computers of nearly every type for 20 years.

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KuchMan said:

member since 18 Jul 2008 with 1 posts, unranked, send him a message or view his profile

I got in line @ ATT Store at 7 am on the 11th,

I was Number 41 Unfortunatly there were only 40 phones Total.

I stayed in Line in case someone Didn't like the Plan Price or could not get the Phone they wanted.

No Phones left when I finally made it into the Store.

So I ordered it.

Still Waiting.................

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A guest said: (hide)

I got to the ATT store at 7 am on the 11th also. I stood in line and finally got in the store at 9:45. They had a couple 8GB phones left but I wanted a 16GB Black. No luck. So the ATT staff member suggested I order one, which I did. Left the store at 10 am. Checked online as the sales slip suggested. No luck Saturday, Sunday. On Monday late, received an email that it had shipped. I received the phone at the ATT store on Wednesday just after noon. I think the ATT staff suggestion about ordering was a wise one. Good luck to you all. I hope the shortage eases soon.

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Photodan said:

member since 11 Jun 2001 with 3108 posts, TMO Staff, send him a message or view his profile

I certainly hope Apple is paying attention to stories like this. The lesson learned should be that in-store activation is a complete failure in customer service when product rollouts are this huge.

Nobody should have to come back to the store 3 times to just be allowed to purchase your product. I wonder how many people aren't willing to jump through these ridiculous hoops and decide to spend their money elsewhere.

-Dan

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A guest said: (hide)

It never occurred to you to go early in the morning?

I went by two local Apple stores on Friday around lunch time, but the lines were too long. With all the activation issues, I knew it wasn't worth the wait then.

I got up early on Saturday and figured I'd see what the line looked like at opening (8am). It wasn't that bad, so I got in line.

Only took 3 hours to get through it (didn't seem like it would take that long to get through when I got into it).

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A guest said: (hide)

I went to the Rogers Store in Edmonton, Alberta Canada on Saturday as I hate to stand in line on opening day. I knew they were likely sold out, but I decided to check anyway, I was looking for a 16GB black model, but was told that the were only 2 8Gb models in town and none at that store. When I asked if they could phone me when they had more stock, I was told that I would have to periodically check back with the store. I thought about that over the weekend and decided on Monday to order the phone through Rogers 1-888-Rogers1 direct sales number. Thinking I would have to wait two weeks for delivery, I was pleasantly on Wednesday morning when UPS delivered my 16GB black iPhone. The account was already activated, so all I had to do as sync my music and contacts through iTunes. The phone is exceeding my expectations.

- Dave

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Tiger said:

member since 17 Jun 2003 with 970 posts, unranked, send him a message or view his profile

Vern,

Like I said in my last iChat, GO TODAY. With the release of the new Batman movie, lines for iPhones are bound to be the shorter of the group.

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A guest said: (hide)

"I certainly hope Apple is paying attention to stories like this."

I think you mis-spelled "AT&T". There's no way Apple did this voluntarily, but with AT&T subsidizing every iPhone they're not going to let hundreds of dollars walk out the door without a signature on a contract...

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Sir Harry Flashman said:

member since 08 Feb 2007 with 714 posts, unranked, send him a message or view his profile

Tiger wrote:
Vern,

Like I said in my last iChat, GO TODAY. With the release of the new Batman movie, lines for iPhones are bound to be the shorter of the group.

Got that right! I took a walk last evening and at our local theater there was quite a number of Batman fans in line for the midnight opening. When I walked by this morning, about 5:30 AM, the line was even longer. It was getting a lot of TV coverage.

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Tiger said:

member since 17 Jun 2003 with 970 posts, unranked, send him a message or view his profile

All 15 screens showing it here in Baton Rouge are sold out today.

Baton Rouge. Good gracious.

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ipaqrat said:

member since 14 Jan 2005 with 43 posts, unranked, send him a message or view his profile

Any of you guys been around, about or involved with Apple over the decades? Apple has NEVER had enough product to fill a channel at launch time. And generally not for weeks afterward, either. The iPhone 1.0 launch last year was amazing - plenty of product, educated staff, operational software, superior activation experience (for me, anyway). And it was a TOTAL FLUKE! This thing with the iPhone 3G... This is the Apple I know.

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A guest said: (hide)

This was quite bad, i must say. On 7/11, I went to the downtown NYC att store at 7:45am. There was a huge line, so i left.

Came back at 10:45 am and by 12pm, i had to order the phone. I opted for the 16gb model. They said that i should be getting it in 7 days. I thought that was too long a time, but since my current nokia still works, i paid and ordered it anyway.

Now, its 7/18 and I still havent received a phone yet !!!

Whats worse is that the people at the same att store cant even tell me what is the status of my order !

all they say is that they dont have it yet. the att store cant even look up my order. They say they dont have access to the list. which in my opinion is absolutely bullshit.

Apple and att really need to get their act together on this one.

I would be much happier if att could give me a realistic eta of the phone !

Bottom Line: It was pointless to wait on line on the first day, if you were past the 50th person !

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A guest said: (hide)

I did a direct fulfillment yesterday afternoon and it shipped today somehow. Go figure eh?

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A guest said: (hide)

Dudes- stop whining about standing in line, or not standing in line, and not being able to get an iPhone.

A million people- literally - were more motivated than you to get their phones. They got out of bed early and got in line, while you were screwing around doing whatever.

Let me guess- you also go into the sold-out movie when the previews have already started, and try to get everyone else to move (even though they made a point of getting their good seats early) so that you and your slacker, stoner bro's can sit together.

Yeah, right. Grow the f@ck up. Every single one of those people ahead of you had their act together. You did not. End of story. Supply and Demand.

Want to blame someone? Look in the mirror.

@ ipaqrat: iPod. Ever heard of it? When is the last time Apple ran out of those? This does NOT happen often anymore, at all. When it does, blame it on the component suppliers. Apple has known for a long time how to supply masses of demand.

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DavidPhila said:

member since 09 Jun 2003 with 10 posts, unranked, send him a message or view his profile

My partner decided today to get an iPhone, and we checked at the three Apple and several ATT stores in the Philadelphia area. All sold out with no word on when new stock will arrive. Bummer. (I already have an original iPhone, which is fine for me.)

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grady15 said:

member since 10 Apr 2008 with 6 posts, unranked, send him a message or view his profile

I went to an att store on Wednesday the 16. They said they where all out but they could order one for me so i did. I got the notification today saturday the 19 that my iphone is in the store waiting for me. I guess ordering worked for me!!

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eden03 said:

member since 19 Jul 2008 with 1 posts, unranked, send him a message or view his profile

Great article, Vern!

I was a good little Apple fangirl and checked the availability online Thursday night for the Apple Stores in Atlanta. Supposedly, the Lenox Square store had white models in stock, but there were no other iPhones in Atlanta (or in Georgia, for that matter). So, off we go Friday morning to the Lenox store. Imagine my surprise at 10 AM, to discover the line had been capped for the day! I (rather dejectedly) trudged out of Lenox Square and decided to stop at the AT&T store across the street.

The kindly salesperson at AT&T offered to get one for me on "direct fulfillment," but I know that really means "we'll go ahead and take your $$$ today, but you won't have a toy to play with until we get ready to ship it to you." Thanking the salesperson, I left, thinking my luck was shot for the day.

But, my friend who went with me on this adventure said "let's just try another Apple Store - we've got a little time." Off we head to the Perimeter Apple Store.

Imagine my surprise (and his gloating - yes, he does have moments of stunning clarity and is right!) when we arrive at Perimeter and YES! They have 16 gig black models, and the line isn't capped! To make a long story a little shorter, we waited in line for 3 hours, made some new friends, and walked out with our new iPhones. Philip, our Specialist, was very helpful and did not rush us at all. In fact, he told us that they have been instructed by Apple to take as much time with a customer as they need to feel comfortable with their new iPhone. I've always said Apple is right up there with Nordstrom for their customer service.

We are both extremely pleased with our new iPhones! They are just amazing!

The moral of the story is to just go by the store anyway (especially if you live near an Apple Store) - don't call and don't depend on the website.

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A guest said: (hide)

This last Thursday I called the Old Orchard Apple Store, in Skokie, outside of Chicago, early to find they had a supply of black 8g and 16g iPhones. I got there as soon as I could and discovered that there was no line and was told that they have a good supply of phones. I was then instructed to speak with a concierge at the front of the store. To my delight I found that the concierge was taking down names, the kind of iPhone and quantity, and your contact phone number. I was handed 4 numbered tickets for 4 iPhones, told to go about my day's business, and I would get a call in @ 5 hours to pick up my phones any time after the call and they would hold them up to the end of their business day. Sure enough I got the call @ 5 hours later. I was asked what time I would be expected to come pick up the phones and made an appointment to come and get them. This, my friends, was the most intelligent way I have seen this situation handled since the iPhone launch. It made the experience much, much, more tolerable, especially since the daytime temps in the Chicago area that day reached 96?F.

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Sir Harry Flashman said:

member since 08 Feb 2007 with 714 posts, unranked, send him a message or view his profile

My wife and I stopped in at the Fashion Valley Apple Store in San Diego, no iPhones in stock. I don't know about the other two Apple Stores in the area or the numerous AT&T Stores.

Still no T-Coil hardware in the iPhone for use with hearing aids, bummer for my wife.

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A guest said: (hide)

Vern, you're just going to have to learn to be patient. Either that or get to the store before it opens.

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A guest said: (hide)

Think of a Geico and MasterCard 30-second commercial rolled into one.

16GB iPhone 3G $(399) with basic 2 year plan ($70/month) = $2203.74, including 6% taxes; OUCH!

[My] iPod Touch 16GB 2.0 upgrade: $10.55

iPod Touch Mic: $48.13

2-year Skype w/Voicemail: $60.00

Pwange: $0.00

VoIP software: $0.00

VoIP: Priceless

. . . but I didn't have to spend (thus I saved) $2085.06 on not having a damned cell phone!

It's not the money you save, it's the money you don't spend that counts the most.

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A guest said: (hide)

The wait is over.

Alright, since i commented (read whined) about waiting so long for the iphone, my post is above.

Today its 7/21/08 and YES, I GOT MY iphone - 3G. I walked into the store and the salesman recognized me from a couple of days ago. He noticed me walking in and immediately shouted "your iphone is here .... ".

Fantastic. The wait is over.

This looks like a really cool device, gotta admit, but i still have to play around with most of the features.

One thing is awesome, I connected to my 802.11g network at home. Typed in my passwd and voila, I was surfing away on my router.

I still have to try out the 3g experience. But first, I have to import all my contacts from my Nokia to the iphone.

So far, the coolness of the features are truely awesome.

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