I placed my order for my 920 on the 9th (Got a red one) and I haven't received any kind of shipping info. The online status of the order just says Processing.  The person I spoke with did say the 920's were on back order but did not have an esitamted ship date.

Ordered a yellow one on the 7th (mid morning EST) and still showing it is being processed.  From talking to the rep, it seems that they're either already ran out of stock or have not yet received any yet.  When I ordered it, it said to expect to be shipped on the 12th (yesterday).

First they messed up the wireless charger, now the phone has no ship date.  Extremely disappointed here.

Ordered on the 10th. Said it would ship on the 12th. Still showing as "Processing". I guess it will just get here when it gets here.

Have to run some errands, will probably stop by my local AT&T store and see if they know what's up. A couple of the reps there are really great to work with.

Same here. I ordered on the 7th with a Monday 12th scheduled ship date.

My account says still processing.

Thanks for the replies folks!

Typical, promise something you can’t deliver, and then make no effort to keep the customer abreast of the situation. A simply (and honest) email update is apparently to much to ask.

AT&T must feel there is no price to paid for not meeting customer expectations - we're merely cogs in their money machine.

And then they wonder why they weren’t allowed to acquire T-Mobile.

After seeing the yellow expected to ship later than the other colors I contacted support immediately (just a few hours after placing order) and was told it was sent to warehouse, they couldn't change it. So basically I was stuck waiting for an order that isn't even in stock. An order can't be cahnged that there isn't even inventory? I could have had my phone by now by most accounts since the order was placed on the first day availalbe. I ceratinly would like some other option than waiting for the best.

Same with me. My friend and I are on the same contract. I ordered Yellow for me and Red for him the very minute preorders went up. His came today with my Yellow nowhere to be found with no sign that is even coming. All it says is being Processed. Come on AT&T. Already letting down a new customer

I ordered Yellow on 11.7.12 at 10:00am and received an email that mine was reserved and I should expect it to arrive on 11.14.12.

I have called and called since I didn't receive an email about the shipping status.  Finally today I was told they don't have it and have no idea if/when they will get yellow. 

The worst part.. during this 7 day period, while others ordered and received their 920, I sat here waiting for something that would never come. If they had said when I placed the order that it was unavailable I could have selected another color - now we have no choices as everything is back ordered.

So I do everything right, I pre-order like I should - and I am sitting here with nothing.

This is just one more time that AT&T has completely screwed me over. 

I guess now we all just wait for the random day that it shows up

I tried to flat out buy the Yellow today and could not.  If you go here:

http://www.microsoftstore.com/store/msstore/cat/categoryID.44067100

It isn't listed - and they don't know when it will be (I chatted and asked when I can buy Yellow.) So I don't know how fast Yellow will be showing up. Nobody from AT&T has been any help at all in answering that either...

The fact of the matter is we all pre-ordered and were told the device was reserved for us and would be here this week.  Since that is not the case AT&T owes us something besides the big fat nothing we have heard from them.

I emaield about this problem to see what AT&T had to say since I was upset.  Towards the end he comments on the fact we can only successfully run a 2G connection for our Blackberry Torches 9810's  at our home due to overcrowding. That has been a problem for 1 year and 2 months.

This is what the rep said:

Dear Sandy Smith,

You have been corresponding previously with my colleagues. I certainly assist you further with your inquiry regarding the backordered status of the Nokia Lumia 920 in yellow.

It is very important to remember that when the Lumia 920 order was placed November 7, the shipping estimate was based on the inventory on hand and on expected shipments from the manufacturer. In this case, AT&T is entirely reliant on the arrival of the phones in our warehouse. In this respect, this inventory issue not is different than any merchant would experience.

This fact of available phone to fill pre-orders such as yours does not of course reduce the inconvenience of waiting for shipment. For customers who need the new device to replace a failing phone, this matter would be much more urgent.

The shipment delay is related to exactly the inventory issues that any warehouse would encounter, even Nordstrom in shipping a phone case.

As my associated mentioned in an earlier, email, a similar situation arose with the introduction of the Apple iPhone 5. All the wireless providers which market those devices were affected by stocking delays, and shipping lead times were extended as a result.

As you indicated, there regrettably other customers who are waiting for the Nokia device.

My review of your account shows that you discussed the network connection speeds with our Technical Support specialists. I also see that there are planned cell site installations the northeast, southeast and southwest of your billing address. Please contact Customer Care at 800-331-0500 or at 611 on your wireless phone for further specialized assistance on this subject.

Providing a courtesy credit or an accessory will not bring the actual shipping date of the Nokia Lumia closer.

Thank you for allowing me the opportunity to provide you this information. Should you have additional concerns about this issue, please feel free to reply to this email. For questions on any other issue, we encourage you to use our online chat or email features at your convenience. We truly appreciate your business. 

Sincerely,

Robert C.

AT&T National Solution Centers

Here is what I wrote back:

Dear Robert,

If I had not called today I would still have no idea about the status of the order – just you leaving everybody in the dark is a mistake when they expected delivery by now per the email sent by AT&T.

I placed the order and received an email that said it was “reserved”…  when I shop online at Nordstrom’s it will say “Out of stock” for items not currently available and a date when the backorder is to be expected.  They tag their inventory to the website so screw ups like what happened to you don’t happen to them.  That is how it works.

No, credits won’t bring it in sooner but a gesture of some kind on your part would have helped. You think you did no wrong here, but if all was well with my AT&T devices and the network I wouldn’t be calling and emailing.  The overcrowding hasn’t improved in 1 year 2 months which gives me no hope it ever will.  I guess that isn’t your fault either… I give you money but I am not holding the device you said I should be by now and the other one doesn’t have a connection worth a darn between 9 to 5 every day – makes me wonder why I keep tossing money at you. But that can change…

I am going to post your response on your own AT&T forum – might as well let everybody see the lesson you think they need to learn.

I know it's not the yellow but I just got my shipping confirmation today and it's telling me is should be delivered today (I ordered the red) And mine was ordered on Friday (9th)  I tried to do the pre-order online and it took AT&T several days to try and figure out why it wouldnt let me and they ended up just ordering the 920 over the phone for me.

info: Please wait for a site operator to respond.
info: You are now chatting with 'Kara Kowalik'
Kara : Thank you for chatting with AT&T today. I can definitely help you with your order.
Kara : May I ask, do you have your order number?
Mandi: awesome and thank you. I tried to change my color selection the first day I placed order after seeing the yellow model wasn't expected to ship until Monday on the AT&T website. I was told then they could not change the order since it was sent for processing. The phone is not in stick though, and nobody on the internet can confirm shipping of the yellow units.
Mandi : order #************
Kara : Thank you.
Mandi: I am willing to change to any color that ships, or even a different phone as I am currently without a mobile. Thank you for your time.
Kara : Please allow me a few minutes to look into your order for you.
Mandi : you rock
Kara : Thank you for your patience Mrs. *****. Great news, I am showing your order is in Pending Shipment status. This means that the device is getting ready to be placed on the truck for delivery. Unfortunately there is now way to change this order.
Mandi : Just to be clear, I was told this exact thing last Wednesday. The SIM card is pending shipment on my order page, but the phone is still processing. Are you absolutely sure of this? 
Mandi : Also the initial charge of the order has released back to my bank account.
Kara : I do apologize, you are correct. 
Kara : With the order date being 11/07/2012, it can take up to 7-14 days for the device to be delivered, based on business days.
Kara : Although, normally the SIM card is not shipped without the device.
Mandi : I visit forums with people experiencing similar issues. So I can't cancel a back-ordered item? I've said many time that I am willing to change phones or colors if I could just cancel the delayed item.
Mandi: The issue seems to be the yellow model
Mandi: I'm willing to visit local AT&T store even, anything to get out of this
Kara : I do apologize, when the order is in processing mode the order cannot be changed nor edited.
Mandi : Quite hoestly I feel my order should have been canceled last Wednesday when I first requested so. 
Mandi: I would like to speak to someone else about this. YOu have me waiting ofr an item you dont have in stock
Mandi : that's rediculous
Mandi: When I placed my order therer was no mention of backorders
Kara : I understand your frustration. Please allow me just a few minutes.
Mandi : Thank you again
Kara : Thank you for your patience.
Kara : Mrs. ******, did you select Ground delivery when placing this order?
Mandi: I selected overnight delivery
Kara : Okay.
Kara : At this time, there is no more information that I have on the order. May I ask, how did you place the order?
Mandi : via the website
Mandi: If you can't cancel the order, Im prepared to cancel the line. I find this the most unhelpful customer service I've ever received. I don't blame you personally, they have not provided you the tools to address the situation.
Mandi: I don't want information, I want the order changed or canceled. AT&T can't possibly expect me to wait without a time frame for a phone that may or may not show up.
Kara : I would recommend to contact our Online billing department at 866-267-4510. They may be able to gain a little more information since that is how you ordered your device.
Mandi : It was sold with the understanding of a ship date of Monday. Other have received their phones who orderd after me.
Mandi : I'd like to go to my local AT&T store. Just need the order canceled.
Mandi : How can you not cancel an order for an out of stock item?
Kara : Mrs. *******, I wish there was something more I was able to do for you. With contacting the department that the device was ordered from, they might be able to assist you further. I am not saying they may be able to cancel the order, although they may be able to give you more information.
Mandi: Ill just put a stop payment down, this is insane. Good day and thank you. Three year customer and I can't get a straight answer
Mandi : I appreciate your time.
Kara : With contacting the online order department, they will be able to verify if the device is on back order. 
Kara : Is there anything else I can assist you with?
Mandi : Yeah, I can do that myself just by reading others experiences. It's back ordered. Thank you, no
Kara : Thank you for giving me the opportunity to help you with your order. I have explained the status of your order, with directing you to the correct department that will be able to look more into your order for you. Your business is valued, thank you for chatting in to AT&T today. 
Kara : We realize that you have a choice in Wireless providers and thank you for giving us the opportunity to assist you today. We appreciate your business and thank you for visiting AT&T’s Support Chat.  Please click the close button to end your session.  A customer satisfaction survey will automatically appear and we appreciate your feedback.  
info:

{Personal content removed for safety}

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F0REM4N wrote:
Mandi: Ill just put a stop payment down, this is insane. Good day and thank you. Three year customer and I can't get a straight answer

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You got a straight answer - in process orders cannot be canceled. Doesn't matter how many years you've been a customer.

After she told me that is was preparing to ship...until I called that out as misinfomatin. That's a straight answer?  I guess I disagree.

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F0REM4N wrote:

After she told me that is was preparing to ship...until I called that out as misinfomatin. That's a straight answer?  I guess I disagree.

---

You do know that's someone just reading off a script, right? Call center people know nothing except what is on their script. She gave you the number for billing, they could have helped you. Did you call them?

After calling the provided num,ber, they are unable to cancel the order, unable to provide a shipping estimate, and unable to allow me local pick up of my phone. Same thing they told me exaclt one week ago. This is awful. I can't even cancel? The item isn't even in stock.

Karla: Hello, thank you for chatting with AT&T today. I see that you have a question regarding the details of an order.  Is that correct?
Richard: yes
Richard: need to get a status
Karla: I will be happy to help you with that.
Karla: In order to protect your privacy, may I please have the First Name, Last Name, and the last four digits of the Social Security Number associated with this account?
Karla: Thanks.  Can you also provide me with the full billing address, including street, city, and zip code?
Karla: Thank you.  Please hold a moment while I look up your order.
Richard: k
Karla: Thank you!
Richard: k
Karla: Thank you for waiting!
Richard: k
Karla: Unfortunately, we do not have an anticipated delivery date as inventory levels vary from day-to-day. I am able to advise you that order started to ship as of 11/12/2012. Once your order has been shipped from our warehouse, you will receive an e-mail with the carrier information and Tracking Number.
Richard: Don't understand
Richard: today is 11/14
Richard: if it started to ship then where is the tracking number and what shipped
Karla: Unfortunately, this device was available to be pre-ordered. We have sold out of the device and are waiting for additional inventory.  Unfortunately, we do not have an anticipated delivery date as inventory levels vary from day-to-day.  You will receive an e-mail from us when your item has shipped.
Karla: I know it’s been an inconvenience and I am sorry.
Richard: So, you told me that you reserved me one and you don't have it?
Karla: Unfortunately, due to the amount of order we have sold out. I am sorry about that.
Richard: So, are you doing anything for the fact that you said you reserved one for me and told me that it would be here on 11/14 and it is not?
Karla: I know it’s been an inconvenience and I am sorry. Unfortunately, order have started to ship as of 11/12/2012. Once your order has been shipped from our warehouse, you will receive an e-mail with the carrier information and Tracking Number.
Richard: Are you not doing something for customers that have been inconvenienced? Such as bill credits or anything?
Richard: I don't understand why I wasn't notified of the issue via Email
Karla: Unfortunately, I am in the order status chat group. I am a bit limited to what I can assist with. I will be happy to provide you with the phone number of a Specialist who can best answer your questions.  Would you like that telephone number?
Richard: Setting customer expectations is important if you don't have it as you said you would
Karla: Unfortunately, I am in the order status chat group. I am a bit limited to what I can assist with. I will be happy to provide you with the phone number of a Specialist who can best answer your questions. Would you like that telephone number?
Richard: Setting customer expectations is important if you don't have it as you said you would
Richard: So, are you asking me to now call a number to get more information as you don't have the ability to set accurate expectations with your customer?
Karla: You may contact one of our product specialist. Being that I am in the order status chat group. I am a bit limited to what I can assist with. They will be more than happy to assist you with your particular request on issuing a credit.
Richard: So, the answer to my question was yes? You are asking me to contact another person to accurately set customer expectations?
Karla: They will be able to better assist your particular request. I apologize for the inconvenience.
Richard: So, are you going to provide the number for a person that can actually help me get appropriate expectations?
Karla: You may reach one of our Product Specialists on 800-331-0500, Monday through Friday from 7:00 AM - 9:00 PM Eastern Time; Saturday from 9:00 AM - 6:00 PM Eastern Time.

If they lock the line down, like it is “in contract” when you don’t even have a device isn’t night.  It will limit your options.

What I don’t like is only when you push the issue and call/contact are they finally caving and telling you the truth - it isn’t coming.  We all should have been notified sooner, soon enough so that if we wanted to change to more available colors we could – they are only telling us now when all colors are back ordered.

We pre-ordered 2 days before the device even hits store – we gave them a credit card first, FIRST and ended up with nothing while those that walked into a store 4 days into the launch walked out with one.

And that is what burns!

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F0REM4N wrote:
If you wan to defend them so be it, I find this customer service very poor. Yes calling them this morning. At first she gave me a straight answer, now she's just reading from a script so it's not her fault.Why are you so anxious to make excuses for them?

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Because I have no idea what your expectations are, but this is fairly typical of AT&T. I saw the same thing EVERY release of the latest iPhone - people wanting to cancel, not being able to, and then getting upset over it when their phones are backordered.

This will be different than the iPhone, because there is a problem with Yellow. Windows Store isn't even showing it to be back ordered. If you ordered Yellow you have a problem.

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TheSand wrote:

This will be different than the iPhone, because there is a problem with Yellow. Windows Store isn't even showing it to be back ordered. If you ordered Yellow you have a problem.

 

 

---

So, same as the first "white" iphone then.

No, we aren't going to get out of this like the iPhone launches where it showed up rather quickly.  Apple doesn't mess around and let the carrier make them look bad - they had a delay, but it wasn't a long one.

It appears we have no power in this matter as individuals.

The only real power you have is as a group by make others aware of the shabby manner in which AT&T has treated you.  I would suggest that those of you involved, and those sympathetic, take to social media and provide AT&T with the bad publicity they deserve here.

You know twitter, Facebook, or dropping an email to the editors of technology blogs and magazines.  And be sure and get Microsoft’s name in there so they are aware how this vendor has botched the release of their new product.

#AT&T LIED #AT&T FAILURE #AT&T DISRESPECT

And as far as this deal of telling people they are locked into an unfulfilled order because its "in processing"... you need to call your State's Attorney General's office.    

I agree... we have to use Social Media which is why I put the completely inappropriate response I received from Customer Service on this forum.

Well said Punkitup!

AT&T needs to treat its people better because one very large advantage they had over Verizon and Sprint is leaving. 

The new 4G LTE devices for CDMA carriers (Verizon and Sprint) have R-UIM chips which are the equivalent of SIMS making CDMA smartphones capable of GSM coverage overseas.  You can also activate your own device just like SIM users can.   This makes the playing field between CDMA and GSM much more level.

They also need to remember T-Mobile (the other GSM Carrier) is coming with 4G LTE early next year and since they are GSM they will light up anything that is SIM capable and unlocked. They lit up my unlocked Nokia N900 for me when AT&T wouldn’t (they only gave it 2G.) The line in question now that is waiting for the Lumia 920 is a line I had with T Mobile. So going back won’t be hard... it will cost me to flat out buy the Lumia 920, but not nearly as much as what I paid for my N900 – cash for the Lumia at $499 is quite reasonable.   

 And since AT&T has no intentions of fulfilling my order like they said, they have given me the time to ponder my other options…