AT&T's Pre Order system is a joke

wolfgheist · ‎09-18-2012

Apple Pre Order - Delivered BY the 21st

AT&T In Store Pre Order - Pick up the 21st

AT&T online Pre Order - NOBODY KNOWS INCLUDING THE ********* WORKING AT AT&T. I have seen posts of AT&T/Premier agents telling folks they will have it by the 21st if they ordered by 9am CST, other agents that nobody gets it by the 21st, but that is the day will start shipping to online pre orders.

youngjm · ‎05-02-2003

Some segment of ATT orders will arive by the 21st. No knows for sure which order will make it and it has been this way every year. The reps, to be fair, do not have the right information at their fingertips to even properly respond.

This is why I suggest ordering from Apple. There system tells you when it will arive and is updated real-time. It also does not go into theis back-ordered/not back-ordered status that creates all this confussion.

_____________________

For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500

Information on iPhone unlocking can be found here by copying this link into your browser:
http://forums.wireless.att.com/t5/Apple-Community-Discussion/iPhone-Unlock-Information/m-p/3260825#U3260825

graphite07 · ‎10-16-2007

Over 2 million Pre orders what do you expect for it to go easy as silk? when you got like a million people logging on to place a pre order.

tgc327 · ‎09-05-2003

youngjm wrote:

This is why I suggest ordering from Apple. There system tells you when it will arive and is updated real-time. It also does not go into theis back-ordered/not back-ordered status that creates all this confussion.

I agree. I've preordered 4 iPhones (3, 3G, 4 and now 5) over the years from the Apple store and never had a single problem. Each time I've tried to preorder through AT&T but have always been able to log into the Apple store first. This year was a little strange. Neither the Apple nor the AT&T preorder sites would load on my laptop. The AT&T site counted down to zero and then just sat there saying "loading." About 3:30 a.m. Eastern time I picked up my iPAD and got right through to the Apple store and placed my iPhone 5 order.

BTW, I didn't stay up that late just to preorder the iPhone -- I'm up past that time playing poker online most nights anyway.

AntelopeJim · ‎09-18-2012

wolfgheist wrote:
Apple Pre Order - Delivered BY the 21st
AT&T In Store Pre Order - Pick up the 21st
AT&T online Pre Order - NOBODY KNOWS INCLUDING THE ********* WORKING AT AT&T. I have seen posts of AT&T/Premier agents telling folks they will have it by the 21st if they ordered by 9am CST, other agents that nobody gets it by the 21st, but that is the day will start shipping to online pre orders.

I apparently decided to do my own research before registering here, whereas others did so just to complain about the assumed ineptitude of AT&T. The ineptitude lies with the people I just described. Use some reasoning to determine the answer to your questions. If today I used 2-day shipping to get from my house to yours, it would be there Thursday. So chill.

CSRs don't have the ability to track down your specific order in a sea of 300k+ phones in the warehouse. They are simply telling you what they're hearing to get you off the phone so they can get to somebody with real issues. So chill.

If you don't have a change in your order status from processing to shipped by 10pm CST tomorrow, you aren't getting your phone Friday. There's your final answer. So freaking chill.

This will be posted whenever I see somebody else whining.

wolfgheist · ‎09-18-2012

Glad you registered to say nothing useful and did not share your 'research'.

This is not AT&T's first rodeo, so it is a complete failure for a company like this to have no idea who is slotted for the 21st and who is slotted for the 4th. Apple did not have this problem. The folks working the phones at AT&T all give difference answers. How hard is it to send out an email to these folks with a form letter to read so AT LEAST THEY ARE CONSISTENT in their responses.

Inventory SHOULD BE computerized and quite simple to do the match of Inventory - Orders to = dates folks are getting them.

cousintim · ‎05-24-2005

AT&T knows exactly what it is doing regarding iPhone logistics. Some could say that it is ahead Apple in this regard because all the inventory for its first-day orders is already staged in the US.

I know that my order was received, my payment was authorized, my order was accepted, that inventory has been allocated to my order and that it almost certainly will ship in the next 24 hours.

You are free to complain that AT&T has not kept you updated minute-by-minute. The only excuse that I can offer is that AT&T is very busy working on something much more important.

Hawk631 · ‎09-18-2012

Part of the problem is that you have thousands of orders going through every few minutes, especially in the early preorder hours. No matter how good the systems are there is bound to be backlog. Every year we go through the same thing. Sometimes the CSR's will say anything to get a customer off the phone and keep their buisness. Is it right? Heck no, especially if they know they are giving false info...went through it last year. The order was placed, you will get it at some point in time. If you are quoted a delayed delivery date you just might get it sooner than you think. The last thing they want to do is tell you that you will get it on the 21st and then have you call back yelling that you didn't. Rather quote on the outside and then have a happy camper in the end since the order was recieved sooner than anticipated.

AntelopeJim · ‎09-18-2012

wolfgheist wrote:
Glad you registered to say nothing useful and did not share your 'research'.

Did you read anything I wrote? What about what other people have written in the many threads created before you decided you needed to know exactly where your phone is? I'll go over my research for you.

CSRs have better things to do than worry where your phone is. Ever find a charge on your bill that didn't belong? Ever needed roadside assistance in the rain on the low shoulder of an interstate in a major city? Real issues. Even if they didn't, they can't find your phone until it's labeled to go to your house. Guess what happens at that point. You get a tracking number. If you'll wait until tomorrow night around this time, you will have given enough time for the people in the warehouse to tag every phone and the information to populate on the order status page.

Hawk631 · ‎09-18-2012

I have read everything you wrote and disregarded it. While you do make a valid point there are other issues out there for them to be dealing with, in the end a customer is a customer. This time around it doesn't really matter. Last year was a different story, so I will inform you why some people keep calling CSR's and getting agrivated with them.

For whatever reason some credit card companies are a bit touchy when it comes to spotting fraud. Not a bad thing to be sure, although annoying all the same. I ordered the phone last year right when the site went live through AT&T. For whatever reason when I checked it later in the morning I recieved an error (fraud) in processing the charge. Called a CSR who said she could resolve it and then couldn't...called CC and they cleaned it up on their end, CSR placed it again, no problem was assured I would have my phone on release day.

Phone showed backordered for a few days after and no update. Contacted a CSR and a few managers and finally got a straight answer that if there was ANY exception in the order your place in the que was bumped. Nothing anyone can do about it. So that is at least part of the issue. The other is that their systems online and instore recpits had different shipping estimates. Went to a store and came away with a 14-21 estimate this time, got home and checked the web...still showing 21st delivery. That alone is enough to confuse someone to the point of calling. People also might decided to change their mind and cancel it and campout at a store for a better shot.

AntelopeJim · ‎09-18-2012

Hawk631 wrote:
I have read everything you wrote and disregarded it. While you do make a valid point there are other issues out there for them to be dealing with, in the end a customer is a customer. Still nothing they can do about finding a specific order's shipping time. This time around it doesn't really matter. Last year was a different story, so I will inform you why some people keep calling CSR's and getting agrivated with them.

For whatever reason some credit card companies are a bit touchy when it comes to spotting fraud. Not a bad thing to be sure, although annoying all the same. I ordered the phone last year right when the site went live through AT&T. For whatever reason when I checked it later in the morning I recieved an error (fraud) in processing the charge. Called a CSR who said she could resolve it and then couldn't...called CC and they cleaned it up on their end, CSR placed it again, no problem was assured I would have my phone on release day.

Phone showed backordered for a few days after and no update. Contacted a CSR and a few managers and finally got a straight answer that if there was ANY exception in the order your place in the que was bumped. Nothing anyone can do about it. <-Exactly. Everything you just said is on your bank and their policies. AT&T isn't going to call your bank before they charge your card. It's in the paperwork you signed when opening your bank account. So that is at least part of the issue. The other is that their systems online and instore recpits had different shipping estimates. Went to a store and came away with a 14-21 estimate this time, got home and checked the web...still showing 21st delivery. That alone is enough to confuse someone to the point of calling. This is the issue everybody here is going through, and the reason there are so many threads about the same exact subject. Read stuff before you post stuff. This goes for any online forum you may join in the future. People also might decided to change their mind and cancel it and campout at a store for a better shot. The one reason I could see a phone call being placed.

My responses in red. I haven't researched cancelation policy because I'm getting mine on time.

wolfgheist · ‎09-18-2012

I also read everything that you wrote, and disregarded. Nothing useful and nothing that a third grader would not know without research. We live in a moder age with compterized tracking. Again the computer system should show 'Inventory'. The computer system should show 'Pre-Orders Placed'. The computer system should show 'Pre-Order Number'. Very simple to say we have approx 'x' amount of Phones for pre orders, you are 'y' number on the list. End of discussion. You now know if you are, or or not going to be in the first shipment.

Zero reason or excuse for AT&T to not be able to do this. Zero reason or excuse for AT&T to not have sent an in house letter to all employees to spread this information around and to also have a script to follow when the most asked question of the week occurs.

Also do some more research, nobody calls an AT&T CSR for help with a flat tire or in the rain, and nobody especially calls the 'Premier' agents for anything other than web order assistance.

texasguy · ‎07-20-2012

Well, the order system is definitely lacking in details. But, I pre-ordered. I got tracking numbers, so I will have my phones Friday.

It obviously does work. Do the ends justify the means?

wolfgheist · ‎09-18-2012

Texasguy did you order from Apple or AT&T? When did you get your tracking number? Up until now, I have only seen folks that ordered from the Apple site get tracking numbers.

AntelopeJim · ‎09-18-2012

wolfgheist wrote:

I also read everything that you wrote, and disregarded. Nothing useful and nothing that a third grader would not know without research. We live in a moder age with compterized tracking. Again the computer system should show 'Inventory'. The computer system should show 'Pre-Orders Placed'. The computer system should show 'Pre-Order Number'. Very simple to say we have approx 'x' amount of Phones for pre orders, you are 'y' number on the list. End of discussion. You now know if you are, or or not going to be in the first shipment.

Zero reason or excuse for AT&T to not be able to do this. Zero reason or excuse for AT&T to not have sent an in house letter to all employees to spread this information around and to also have a script to follow when the most asked question of the week occurs.

Verizon, Sprint, and Apple have the same basic system. There has been ample information given considering limited resources relative to the amount of orders. I'm sure Apple, along with the service providers, are constantly trying to come up with the best solution to pre-order issues.

Also do some more research, nobody calls an AT&T CSR for help with a flat tire or in the rain, and nobody especially calls the 'Premier' agents for anything other than web order assistance.

I don't have to do more research, I've been that guy on hold while waiting for roadside assistance.

You would've done well for yourself to read my first post. Everybody wants their phone on Friday. Nobody can answer to your specific question unless you call the warehouse, and they're too busy to answer that many phone calls. If you go by what has been laid out on this forum and others, you'll be able to know what everybody else knows. Did you expect to find an exact answer here, especially after reading all the threads exactly like this one?

[Please keep it courteous]

wolfgheist · ‎09-18-2012

I never asked for information. I posted that AT&T has failed miserably on a simple inventory vs order system.

Nice that you call AT&T stuck on the side of the road... I call AAA.

texasguy · ‎07-20-2012

I ordered from AT&T Premiere. My tracking numbers were there this morning when I woke up. They weren't there before I went to bed last night.

AntelopeJim · ‎09-18-2012

wolfgheist wrote:
I never asked for information. I posted that AT&T has failed miserably on a simple inventory vs order system.

Nice that you call AT&T stuck on the side of the road... I call AAA.

You registered to complain to other customers.

I have both. It's the price I pay to have classic yet finnicky cars. AAA only has so many freebies, as does AT&T.

wolfgheist · ‎09-18-2012

Yes, I did. I have a tracking number and my phone is coming, but the entire methodology that AT&T used for this rollout is fail. It would be very simple for the steps I outlined to be followed and would save AT&T countless phone calls and frustrated customers.

Part of the cost of ownership of a Classic car. Still not sure why you would be calling AT&T customer service for road assistance though.

21stNow · ‎07-07-2010

wolfgheist wrote:

I also read everything that you wrote, and disregarded. Nothing useful and nothing that a third grader would not know without research. We live in a moder age with compterized tracking. Again the computer system should show 'Inventory'. The computer system should show 'Pre-Orders Placed'. The computer system should show 'Pre-Order Number'. Very simple to say we have approx 'x' amount of Phones for pre orders, you are 'y' number on the list. End of discussion. You now know if you are, or or not going to be in the first shipment.

Zero reason or excuse for AT&T to not be able to do this. Zero reason or excuse for AT&T to not have sent an in house letter to all employees to spread this information around and to also have a script to follow when the most asked question of the week occurs.

Also do some more research, nobody calls an AT&T CSR for help with a flat tire or in the rain, and nobody especially calls the 'Premier' agents for anything other than web order assistance.

I'm not familiar with AT&T's Roadside Assistance service (it does exist), but I would assume that you would get roadside asssitance by calling 611 from your cell phone. I don't know because I don't subscribe to the service.

I call Premier agents anytime that I need assistance. Who else should I call when I have a billing error, I need to get to technical support, or I want to inquire of my contract end date?

Jiggadhu · ‎09-18-2012

I ordered the 4 and 4S thorugh Apple and they have the communication between them and the customer down to a science.

I placed my order, then sent me an email confirming my order saying I would RECEIVE it on launch day.

Phone shipped from China, they sent me a tracking number that was updated in real time.

Perfect.

This time when I went to order, the Apple site was down (understandably so) so I ordered through AT&T. I received my order confirmation at 3:57am EST on 9/14 saying that it would be delivered on 9/21/12. Since then, nothing. Website still says processing but then if you check another section of the site (https://www.wireless.att.com/order_status/order_status_results.jsp) it still says processing, but then also says that it shipped on the 17th and provides a tracking number with FedEx (which funnily enough FedEx seems to know nothing about). You try calling their customer service center but if you talk to 3 different people you will hear three different things ranging from "oh no the 21st is just when they ship" to "yes it will be there on the 21st." Which is it people?

I have never seen a company not have their **** together like this before. They knew this was going to be a popular phone yet they don't have the systems in place to actually support it?

Unreal.

Hawk631 · ‎09-18-2012

As far as the tracking number goes it may have been created and a shipping label printed but it wont show up in the FedEx system until they physically have it.

Jiggadhu · ‎09-18-2012

Very true, but it still says "order processing". I am assuming that to mean the label is on the box but they're just waitng fir the FedEx guy to come pick it up, but again, updates like that would have been nice to know, and not have to go to some obscure section of the site to find it.

texasguy · ‎07-20-2012

I don't think AT&T's process is that bad. It's normal for an online retailer to show processing until the order goes to shipped. The tracking normal will appear in the Fedex/UPS system since the company prints them themselves. Once the order says shipped it is out the door, but the tracking data won't appear until it is scanned at UPS/Fedex. The panic is people want to know if they are getting it Friday, which AT&T's system probably handles beautifully under normal capacity and an in stock item. iPhone madness was too much and AT&T just fell ill to iPhone fever.

dwill05 · ‎04-06-2005

iPhone madness has always been too much for AT&T as these same problems have come up every iPhone release and AT&T seems no better prepared than the previous release. But, maybe they have decided its not worth the expense to upgrade their order and tracking system to handle something that only comes once a year. I'd imagine that the number of orders in a short time, as well as the number of phones that need to be shipped to arrive in one day is much, much greater for the next iPhone model than any other phone release. It might require a massive upgrade to be able to handle the load without any issues.

21stNow · ‎07-07-2010

Jiggadhu wrote:

Very true, but it still says "order processing". I am assuming that to mean the label is on the box but they're just waitng fir the FedEx guy to come pick it up, but again, updates like that would have been nice to know, and not have to go to some obscure section of the site to find it.

This is just a guess on my part. Verizon Wireless shipped their iPhone 5 pre-orders earlier this week via FedEx and used "delivery hold" so that the phones don't get to customers extremely early. AT&T's strategy may be to hold the phones in their own warehouse, then send them through FedEx (and other carriers) normally, without having to use the "delivery hold" option. I imagine that VZW and FedEx get a lot of calls from the customers with the "delivery hold" status. I also imagine that some of those calls are not very nice.

While I'm sure that AT&T is getting calls about the extended "order processing" time, at least this burden isn't shifted to the carriers in the same way as it is with VZW's method.