I've spent most of the day today running around Ottawa and visiting as many Rogers and Fido resellers as possible to get a handle on how well the 3G iPhone launch is going.
The Verdict?
Well, for the most part, it isn't going at all.
First of all, let's talk stock.
By the looks of things, my assertion one week ago that Rogers stock of phones had been depleted was correct, having been confirmed multiple times today by reps who admitted they had originally been expecting many times more units than they received for today's launch.
Most locations said they were expecting 100 or more iPhones at first, but they received on average (of those who would tell me how many they had) just 6-15.
Secondly, my suggestion yesterday that Rogers was likely diverting the bulk of its iPhones in each city to the special corporate "launch party" locations also seems to have proven true, as many stores today were actively pointing customers in the direction of these central corporate stores saying "They have 10 times as many as we do."
And I can understand why they would want to send customers away: Many stores couldn't sell their iPhones today if they wanted to, since the Rogers account database (SalesCentral) was down for most of the day, crushed under the weight of so many simultaneous activations. (Something Rogers isn't used to, perhaps?)
Every single store I visited today had the same story: They were able to activate a few lucky customers who were at the front of the lines this morning, but soon after, the database started crashing erratically. Every rep I spoke to had a tale or two about customers who showed up at 9:30 or 10am and didn't leave with their iPhone until noon or later.
In essence, to describe this launch as anything but chaotic would be quite a stretch.
Customers lined up for hours at certain (albeit not all) non-corporate locations, only to be told upon entering that no iPhones would be sold as upgrades for existing clients. (Nothing like a blatant cash grab to show customer appreciation.)
Others waited in line only to find out that they could not purchase an iPhone either because they were on a family plan or a corporate coded account.
Employees cursed under their breath as they repeatedly tried to log in to the customer database. Said one rep: "I keep trying to call the backup 1-800 number to activate manually, and they just keep hanging up on me!"
And while most stores eventually sold their limited stock to the most patient of consumers, one store that had received 15 units only sold 8 today because it took so long to activate them between system crashes that everyone else who had waited in line walked out and left sans iPhone.
The frustration was evident in the eyes and vocal tone of nearly every employee I spoke with today. It's no wonder: they had been thrown to the dogs and there was little they could do about it.
One Rogers employee spoke with me candidly and his sentiments sum up today's general atmosphere quite well:
Our systems have been down all day. Estimates are we might be back up tomorrow. Maybe not. I am swimming to find another job on short notice so I can quit. I have never been so angry in my life. This is the biggest cluster#$%^ I've ever been a part of and I hope Rogers gets absolutely crucified in the media for this.
Well, crucifixion may be a little harsh, but it sure would be interesting to see them tell it like it is for once.
To be fair, Rogers isn't the only one running into issues with this launch (on Apple's part, the worldwide iTunes sites required for activations has been very unstable or down all day as well), but somehow I'm just not surprised that they seem to be handling it the worst of any other provider.
Frankly, everything that possibly could have gone wrong here (short of not having any stock at all) has gone wrong and it looks like those who decided to stay home were right.
So to all the employees who dealt with enraged customers all day long and to all the eager early adopters who have only adopted migraines, head on over to your nearest 7/11 because at least it's Free Slurpee Day. Go on, you deserve it.
UPDATE: After catching up on my reading for the day, I've learned that the iTunes failure is even more widespread and i-Pocalyptic than Rogers' own monumental internal server issues (and that's saying something.)
I won't re-tell a story that has been told a thousand times by now. But basically, this just that means the poor customers who DID get their iPhones unlocked on Rogers' end couldn't get them activated by Apple anyway... What a mess.
Looks like Apple is deserving of their very own Fail Whale this time, too.
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How about you - got an iPhone launch horror story of your own? Well misery loves company, so dish in the comments, my friends!
I almost have no words left... the saddest part of all this will be the fact that goddamn Rogers will win... AGAIN!
Damnit for Canada's lack of enforcing laws targeting monopoly corporations...
I am glad that Rogers iPhone day just fizzled out. It was probably the most anticlimactic day of the year ever! Rogers........ Hummmmmm...... you suck, are a terrible corp and have nothing to offer anyone. I can't wait until a US provider decides to open shop up here in Canada. Rogers shame on you! Oh and Bell Canada you too. You money grubbing FaQers!
@nunoxei: It's only a matter of time. Canadians won't quickly forget this kind of thing when a new GSM carrier launches.
@doktodeathray: It was anticlimactic in the sense of being a let down, but there was certainly lots of action! And I agree, I really hope T-Mobile comes to town and puts some price pressure on the old boys' club.
Glad to see you on Pajamas/Edgelings!
@anon I'm glad to have been invited to participate in the Pajamas Media project. I look forward to publishing there more often going forward.
Cheers,
Daniel
Thanks Rogers, that why we are called Mexicans with jerseys!
@nunoxei: The government doesn't need to enforce any laws at all...if the idiot "fanbois" who stood in line for hours to get a freaking phone had something more than shit for brains, Rogers would have had to revise both their pricing and the way they treat customers.
But idiots being idiots, too many people lined up to get one of these stupid things.
The problem isn't the government, it's the morons in this country who keep supporting companies like Rogers.
You want to affect change? Then call Rogers and cancel all your services...and get about a million people to do the same. Good luck...as I said, we Canadians are morons.
And, given that the Vice-Chair for Telecom of the CRTC is a 17 yr Roger's veteran... who used to work for Bell too...