IT HAS been a month since the crazy queues outside the Apple stores for the iPhone 6 and 6 Plus. It has been over 5 weeks since you were able to pre-order them from Telstra, Optus or Vodafone. But many people still haven’t got their new device.
When the iPhone 6 and 6 Plus were first able to be ordered, many
sales reps from all three big carriers were telling customers that their
phones were in stock, only to later be told that it will be coming in
two weeks. No three weeks. No, maybe sometime in November.
That’s if they were told anything at all.
delay of stock is an issue, due to how Apple allocates its stock
worldwide. It’s also speculated that the launch of the iPhone 6 in China
— a key market for the company — will mean that the focus to get enough
stock in Australia will be even less.
However, the lack of stock is only a small part of the bigger problem here.
News.com.au readers have overwhelmed our email inboxes with
stories about not only ridiculous delays but shameful handling of
situations, particularly from Telstra and Optus.
Tamarah informed us that she placed her order at 7am on September 13th
from Telstra, with a confirmation email promising a delivery time of “up
to two weeks” after the 19th (the iPhone release date) depending on
Ms Tamarah later rang Telstra to confirm that there was
nothing else she needed to do with her order, with the Telstra
representative informing her that her device had been dispatched and she
would receive it on the release day. This was not the case.
many phone calls with Telstra staff insisting her device was coming in
the next few days, she eventually managed to speak to an honest
representative who informed her that they did not have any stock and
realistically she was looking at late October/early November for it to
Other Telstra customers who pre-ordered their phone have
not yet received their devices, despite Telstra posting on their support
forums saying that all pre-orders had been filled.
have even tried to cancel their order, with Telstra telling them to
“give a real reason” why they need to leave. One customer (who asked not
to be named) said that after they gave Telstra their “real reason” they
were told to wait for the device to arrive and post it back. Not until
that happened were they able to cancel their order and account.
Optus has proven to be just as difficult to deal with as Telstra.
One loyal customer of 20 years told news.com.au
that he signed his new contract after not only being assured that Optus
had stock, but that it would be delivered on release day. After being
messed around by Optus customer service, it wasn’t until the
Telecommunications Ombudsman became involved that Optus tried to sort
the situation out.
Another reader reported his phone was delivered
to his local Optus store, rather than his address, and then was sold to
another customer before he had a chance to come and pick it up.
One Optus customer told us that when she asked if she could be
offered any compensation for her continued delay, Optus said it was her
responsibility to approach the appropriate team if she wants any. When
she did contact the “appropriate team” she was told they can’t start the
process until she receives the phone.
staff have also experienced problems, with two people who ordered
through Optus on launch day receiving their first piece of communication
today advising them that their order would be delayed a further two
Despite the lack of stock and delays to existing orders, that hasn’t
stopped carriers from excessively advertising their iPhone 6 deals.
Optus has been particularly prominent, with its ads covering CBD bus
stops and signs in cities across the country. The carrier has told news.com.au
that they are still heavily advertising as they have 16GB models in
stock, however they are currently out of 64GB and only have limited
availability of 128GB models.
So what can customers do now? Both
carriers seems to be allowing customers to cancel their orders, but only
after some attempts to convince customers not to. If you do cancel,
Apple retail stores have more stock than carriers and are able to sign
you up on their plans in store.
If you still aren’t getting any luck, Kogan.com boss, Ruslan Kogan says he can have one at your door step in five days.
there is certainly some supply shortages in the market, we have been
consistently outperforming our competitors by being able to supply the
iPhone 6 much quicker and cheaper than others in the market. Our
average dispatch time for the iPhone 6 is 5 days. We have even had
several wholesale customers and large retailers purchase iPhone’s from
us as it’s their only alternative to being able to fulfil customer
demand in a timely manner.” Mr Kogan said to news.com.au.
apologise to any customer who has had a poor experience ordering an
iPhone with Telstra,” Steven Carey, General Manager Media, told
“We are working to fulfil orders as quickly as we
can. Unfortunately, demand for some models and colours is currently
high. In instances where customers face a wait for their chosen model we
send a regular text message to confirm that we are continuing to work
on their order. Customers who would like to talk to us directly about
the status of their order can contact us on 132200.”