iPhone 3G launch crippled by computer problems

by Stevie Smith - Jul 14 2008, 10:50

Considering the media circus and sheer weight of consumer expectation surrounding the launch of Apple’s second-generation iPhone, it was perhaps no surprise at all to see the UK’s early morning iPhone 3G party spoiled by suddenly overworked computer systems and a lack of available units.

UK iPhone 3G launch sullied by O2 computer failure and lack of retail stock. Image: Apple.

With some customers having waited more than 15 hours in order to secure the iPhone 3G -- which uses the 3G network to deliver markedly quicker data speeds than its EDGE predecessor -- anticipation was predictably high as Apple, O2 and Carphone Warehouse opened their doors for trade on July 11.However, various news sources are reporting that many of the prospective iPhone 3G customers who patiently queued on launch day were left either mightily frustrated or flat-out empty handed in the midst of retail stock shortages and handset activation delays that sent computer systems into complete disarray.It would appear the computer failure was the responsibility of O2, the iPhone’s exclusive UK carrier, which confirmed that stores were experiencing problems connecting to O2’s online systems in order to process customer registration and activations for each handset sold.An O2 representative offered that iPhone demand had been “phenomenal” and, although retail trade within O2 and Carphone Warehouse outlets was running as normal, the iPhone 3G registration process had been slowed somewhat due to increased demand affecting server connection speeds.“Average transaction time is about 20 minutes, as per normal,” outlined the O2 spokesman. “We can confirm Apple stores are having technical issues connecting to O2 systems. The systems are currently working but quite slowly… We are working to get the systems back up to full speed as quickly as possible.”However, O2’s smooth in-store business and processing timeframe is not supported by Stewart Meagher of tech site the Inquirer, who personally braved the retail lines outside an O2 store and was met by “an utter farce” when the doors finally opened at 8:00am.According to Meagher, the O2 store in question allowed only three customers at a time through its doors, and required almost 50 minutes to fully process the first purchase. Staff at the store relayed that O2’s system shortfall had left them manually processing purchases, and it was another 30 minutes before the next customer emerged with iPhone in hand.To further add to growing customer frustrations, it soon became apparent that the store only had a mere 5 units of the 16GB iPhone model in stock, which saw the queue thin dramatically when it was subsequently announced that all 5 had been bought.Fearing a complete dry-up of availability, Meagher then chanced his arm by joining a modest queue outside a nearby Carphone Warehouse store, which had opened for trade at 9:00am. Upon arrival he discovered the people waiting patiently outside had already been informed that there were no 16GB models in stock. That patience was to wane substantially, however, when store staff revealed that not only was their connection to the O2 network also down, but that people would need to leave their contact details for a possible Monday delivery of Apple’s smartphone because the store had already exhausted its 8GB units. Luckily for Meagher and the staff of the Inquirer, he had put down his name for an 8GB model around a week prior to launch, and was one of the lucky two Carphone Warehouse customers to actually receive a glistening new 3G iPhone -- although not until he had suffered through two hours of computer issues, credit checks, idiot staff members, incorrect numbers, PAC code problems “and much gnashing of teeth.”Hardly the simultaneous and seamless global launch that Apple Inc. was hoping for.

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neil sumnerJul 14th, 2008 - 17:41:31

I was lucky enough to pre order my apple 8gb 3G i-phone, it was delivered on friday afternoon via courier direct to my home...on opening the box there sat what i had waited all week for, my gleaming new black i-phone..after full charging i put in the sim, it would not register..not advice in the box to what i should be seeing on screen, so i proceded to plug into itunes to sync the phone, the same message over and over please put in a valid sim card or you phone may be pin locked..so i contacted the carphone warehouse who had sold the product to me..after 20 mins i was connected to an adviser who really did not have any technical knowledge and told to go to my local store..(blackburn) the staff in the store didn't want to help they said that as i had not bought from them that i needed to contact the online service or call center..so i returned back home, after another delay and another conversation i was told to contact o2 as they were the contract provider..5 phone calls and 5 lines being dissconected due to high call volume i gave up!! i proceded to send an email to ask for help..which has today monday from friday been replied to telling me not to expect the phone to work until 2 to 3 days after purchase!!! anyway i decided on saturday to pay a visit to the o2 shop in my local town center..where they told me that the handset was dead on arrival!! yes it did not work...what fantastic technology all that hassle and e-mails and phone calls to be told it never and would never work..total dissapointment is all i can say..then back to the carphone ware house to get an exchange...guess what yep they could not exchange as they had no stock!! and get this they said i needed to ring apple to get the phone repaired..even though i had never used it..after much conversation and a very nice assistant i finally got them to cancel the contract and refund my money handing back my i-phone, i left the shop with sheer disgust and dissapointment...hope all of you other i-phone owners have had a much positive experience ....neil

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jon boydJul 15th, 2008 - 00:23:25

Well that's what happens when marketing trumps product.

Queueing for hours for a touch-screen phone whose features have been available on several cheaper phones (which have better cameras with higher resolution, flash and auto-focus, can record video, install 3rd party applications, use USB flash memory, share files via BlueTooth etc.) for over a year is just plain daft and I have to say anyone stupid enough to do so deserves all they get.

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