If spotty cell coverage and the inability to tether haven't been reason enough for Apple to consider expanding its wireless carrier relations, today's problematic start to the most anticipated wireless device launch in history surely should be.
In an effort to circumvent customers' problems with getting iPhones in the past - I suppose - Apple decided to offer pre-ordering for the first time ever - that I recall. The iPhone launched in much the same way as the iPod. It was new, and cool and everyone probably wanted one, but not everyone jumped on board - at first. Now the iPod is so popular that it, in fact, is the default name for the entire MP3 player line. Even if you are sporting a Roxio or, dare I say, Zune, everyone asks, "Hey, what are you listening to on your iPod?"
The iPhone went through similar paces with the second generation, the 3G, bringing in a larger crowd and with the 3Gs the iPhone became one of the most popular mobile devices on the planet. The unit, in conjunction with the iTunes, the iTunes Store and the hundreds of thousands of Apps has created a family of usability unmatched by any other manufacturer - period. Sorry Droid. But all of this is separate from the carrier end. Yes, Cingular jumped on board with the Rocker - which was actually terrible aside from the fact that it did iTunes - and visual voicemail and they do provide good data speed compared to some other vendors, but they monopoly on iPhone rights has taken a toll on customers. Something that Apple has had to start answering for more recently.
It becomes harder and harder for Apple to separate itself from AT&T when it comes to coverage problems because even though the two are really mutually exclusive with regard to what they handle in the unit, Apple has been getting some flack for not allowing other carriers, like Verizon for example, have a shot at it. Yes, Verizon's data is not strong, but with a nod from Apple, that would likely be fixed and quickly. But, until the multi-carrier day arrives, AT&T has exclusive rights to do what they want and lately it seems like they want to screw it up.
When the 3Gs launched it was a big enough deal that it spawned record lines of people waiting to either upgrade or obtain the device for the first time. Even here in podunk Montgomery, Alabama, one store saw more than an hundred people in line on launch day. The store only had about 40 phones, but wouldn't tell anyone in the back of the line not to waste their time. What did those toward the rear get after hours of waiting? "Sorry, we're out and there's no rain-checks."
Another problem that's slightly more understandable, but still super frustrating was the early days of activation. I remember being without cell service for more than 10 hours cause the network was clogged. Now, it's a new problem - and it's not even activation time.
As of this post I am - as far as I'm aware - one of only about five or so individuals in Montgomery that actually as a receipt confirming a reserved iPhone 4. Why? Because the AT&T servers can't handle the load. Everything goes smoothly online (or did) until you actually want to pick your phone and then the system crashes and tells you to call an 800 number to upgrade to anything BUT the iPhone 4. The AT&T servers have also screwed up the Apple pre-order deal as well because they are having to tap in to the AT&T system to verify that the customer is either qualified via credit approval or eligible for a product upgrade.
So, I did what any rational person would do. I went to a an AT&T retail store. I went to the source. After 45 minutes in line, I got my receipt. Apparently the main glitch is coming from the address verification component for product delivery. No matter what gets entered, it cannot verify the address and won't complete the order. I wanted mine sent to my office so someone would be there to sign for it. When that wouldn't take the AT&T rep tried the retail store. It too failed. Then she entered my home address. Fail. She just kept trying until finally it accepted the order and printed a receipt. So, as of now, I am a verified pre-owner of the iPhone 4. I have no idea where the phone is going to ship to, but I'll know like two days before it's supposed to arrive when I get an email. Nifty.
Another cool thing that would be awesome for the clerks to know is if someone has to be home to sign for the package and which carrier will bring it. Everything I've ordered from Apple in the past has come FedEx, but we'll see. Since FedEx can deliver from like 7 to 7, it can come any time. If someone has to be at home to sign for it and if everyone is at work trying to make money to pay for it and FedEx wont leave it on the door step, then there is another major problem with the system. FedEx might have thousands of people in line waiting to get their undeliverable iPhones! All because the AT&T reps - at least here - have no idea who is bringing them or how, and they can't get an address in the system anyway.
A work associate of mine was in line right behind me and he called me an hour after I left and said they were turning people away because they couldn't push any orders through. He was told that the manager would personally call him once it was sorted out and as of five hours later - still no word. Since the location I was at opened an hour before the other lone AT&T retailer in the city and since he was right behind me in line, it might be safe to assume that only the first of us who got to a rep first got into the system.
So, Apple offers a pre-order process nine or so days before the actual launch to help streamline the process and ensure supply demands are better met, but AT&T wasn't ready. I'm not sure how this could be the case. Did the IT department take a vacation? Did they fail to see the product reveal? Apple has sold an iPad every THREE SECONDS since it launched and it DIDN'T have a three-year history of loyal owners and 90% of the new owners STILL aren't sure exactly what it's for and AT&T didn't prepare for the iPhone 4?! It makes no sense. This is where AT&T is extremely lucky to be the ONLY provider with the most popular device in the world. Because there are really no repercussions. Big deal if people have to keep coming back and get pissed off - they can't shop elsewhere.
I have an idea. If I am the CEO of the exclusive US carrier of the most popular handset in history and I know that the most significant upgrade to the device is coming since the second generation (really) and they are offering customers advanced purchasing - I'm going to dedicate a server farm to the task and my IT team is going to be getting lots of overtime quadruple checking that the address field works! Yes, I realize that there is an extreme demand on the system, but this is 2010 and we're talking about one of the largest telecommunications companies on the globe. This is stupid.
Luckily, they have nine days to sort it out and hopefully people wont get left out in the rain because they got bumped down a list and there weren't enough phones to go around. Then after nine days of waiting, maybe we'll all be in for a treat when the millions of people got preordered units all try to activate them within a few hours of each other. If the servers and system can't handle an address field, what happens when all those people got to turn on their phones?
The 3Gs activation was seamless - at least here - so there is hope. But it was first come first served and the system was more controlled. You didn't have millions of people all WITH units trying to activate at the same time. This should be fun. For FedEx's sake they can get them all delivered on time...
We'll just have to wait and see...
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