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Dookwich
Helpful 1
Celestial 50!
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Scholar

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109 Messages

Sun, Sep 14, 2014 8:55 PM

Calm down, people.

I know there are a lot of folks frothing at the mouth over this and can't fathom why there's an apparent delay in iPhone 6+ shipping. Here's what happened, as I understand it:

 

Pre-sales were supposed to go live, across the board, at 12:01 AM PST. People loaded up the Apple site or their carrier site of choice (or both). Some folks are still unaware of this, but a technical error allowed people to order at least 15 minutes early from AT&T (I was one of them - I got my order in at around 11:54 PM and still got an initial ship date of 10/02). A lot of people took advantage of this, leading to a large number of stock being spoken for before the "official" presale time. This is why people who ordered minutes after midnight from AT&T were getting mid-October ship dates. 

 

12:01 rolls around and Apple was still having problems, which caused a significant number of people to switch over to the carrier sites to make their orders. The huge influx of orders which otherwise would have been placed at Apple caused AT&T's projected ship dates to push back two months. Most people were shocked upon seeing these ship dates and cancelled their orders, and instead ordered from Apple (or somewhere else), hoping to get their phone on launch day.

 

Here's the kicker, though: It doesn't matter where you order from. They're all coming from the same source (Apple), and they will be shipped in the order in which they were received. If your order is processing or preparing for shipment, DO NOT CANCEL IT. If you cancel, you're essentially losing your place in line and you're only going to get it later than you thought you were in the first place. Don't take your aggression out on AT&T's employees. It's not their fault, and they're trying to deal with this fiasco as best they can. There are a ton of cancelled orders due to impatient people, and those will have to be cleared from their system. Once that happens, it will become apparent where you stand, and even more apparent when the tracking numbers go out next week.

 

From what I gather, if you ordered within the first few hours, you'll likely get your phone on release day. But even if you don't, so what? I know it's the "new hotness," but in reality, it brings little new to the table. If you currently have an iPhone, it can already do everything the 6 can do. There's been a lot of outrage over this ordeal, and most of it sounds exactly like the whining of a petulant child who didn't get the toy they wanted when they wanted it. You're better than that!

 

Just put things in perspective, chill out, and give AT&T (and everyone else) a few days for the smoke to clear. You'll get your phone.

Teacher

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16 Messages

7 y ago

It is AT&T's employees fault as they were the ones that allowed the ordering to start ahead of time. It is also the company's fault that they can't track their own inventory. My shipping date has changed 6 times from launch date to backordered and everywhere in between. That rests solely on AT&T. It is also each employees fault if they speak to me rudely or act condicending towards me. Also, telling everyone that the phone isn't that great so don't be in a rush doesn't change the fact that people want it, bent over backwards to pre-order it and did so with the expectation that they would get it on launch day. At this point, AT&T would gain alot of ground by simply addressing these issues instead of just sitting back and watching the chaos.

Dookwich

Scholar

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109 Messages

7 y ago

It was the fault of the people behind AT&T's site, yes, but you'll never speak to those people. Yelling at the CSRs who answer your calls or respond to forum posts is misdirected anger. They can't do anything about it except tell you what you already know.

 

Also, it's not AT&T's inventory - it's Apple's. All that AT&T (and every other carrier) has is an allotment from the "pool" of product. When you have orders coming in from multiple places to the same source, wires are going to get crossed. AT&T didn't expect that Apple's site would be screwed up, and the AT&T customers who were going to order from Apple had no choice but to order from AT&T. The orders that came in later were seeing insane ship times due to this reason, and all the cancellations only exacerbated the ordeal.

 

I'm not claiming that it's not great - if I felt that way, I wouldn't have ordered one myself. I am saying that it's not worth getting so worked up over, and the idea that anyone "bent over backwards" just to order the thing is absolutely insane.

Mentor

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50 Messages

7 y ago

This is my 3rd iphone frenzy. I swore to never buy from best buy again due to the nightmare. Now this is turning into the same thing. ATt needs to fulfill all preorders in the order received. Then start selling to others. I am upset because I was lied to. First my date was 14 working days now up to 37. Also told all colors the same shipping date. Not true either. These launches are a nightmare. Not sure why I do this to myself. I will just hope for the best and I will get my phone sooner. Thought of canceling but that would just make it worse. I do not take it out on them but people are not so nice anywhere during these events. Perhaps I will try apple next time.
cousintim

Professor

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1.7K Messages

7 y ago


@chameleon4242 wrote:

It is AT&T's employees fault as they were the ones that allowed the ordering to start ahead of time. It is also the company's fault that they can't track their own inventory.


Yup, it's all AT&T's fault.

 

To my mind, it was kinda smart that the site opened a bit early (15 minutes is the best guess).  Those who got in early were queued, so not all us got in the exact minute it went live.  That allowed the order system to ramp up, rather than just be instantly overwhelmed. 

 

According to the news reports. AT&T's site held up the best under the order onslaught.  The Apple site was pretty much unusable for the most of the first two hours.  Sprint and T-Mobile were much worse.

 

As far as "managing the inventory," it's a dynamic process that operates across multiple systems.  A lot of the customer anxiety is self-inflicted.  Imagine if someone ordered around midnight PT, confirmed that his credit card was authorized for the full purchase amount sometime midday on Friday and then checked his order status on Monday.  What would that person have missed/avoided?  Only angst as AT&T trued up its ship dates.

 

It's important to remember that hundreds of thousands of customers were able to place an order without incident.  This site caters to the exceptions, not the rule.

Teacher

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16 Messages

7 y ago

It's not insane. I get up at 4am for work. I stayed up past 1am to order. I am sure I am not alone. Also, AT&T was given an allotment, and they knew what that number was. Either I was in that number or not. I should not have my shipping date changed from launch day to backorder to 3 weeks after launch to 1 week after launch and so on. People in line in front of me would account for me moving up in line, but there is no reason I should be gettingpushed back, aside from poor planning or orderkeeing on their part. Also, I never said, nor have I seen anyone here say they were yelling at employees. These employees are, however, representing this company and this kind of sales rush should have been expected. I have been polite and courtious to every employee I have talked to, and have been talked down to several times in return. It has not been every employee, but that doesn't excuse the ones that have acted this way. 

maxszx

Explorer

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20 Messages

7 y ago

I agree that this is absolutely not the CSRs' fault at all. When I talked to them I made very clear of that. I said nice things to them to let them know that I really appreciated their help. However, for such a giant company, to make sure the preorder system goes well shouldn't be a problem and this is its responsibility as well. People got the right to be angry or irate about the situation and I am one of them, but as Dookwich said please give the CSRs some space to breath, unless they are full of lies and ill attitudes. I called them twice and I got completely different answers. That is the problem. If that is the case the next time I call, God knows how calm I can be. Sometimes it is not when I get the phone annoys me, it is the case that some people ordered much after me could get the phone much earlier, that really annoys me. Where is the first come first serve basis? That I am afraid is why most people got angry and of course the cancellations without informing or reasons. Just my idea.
Dookwich

Scholar

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109 Messages

7 y ago

I stayed up late, too, but I would hardly call it "bending over backwards." I made a choice to do it and didn't go to any great pains in the process. I've certainly lost a few hours' sleep for worse reasons.

 

AT&T did know what their allotment was - or rather, should have been, had Apple not dropped the ball. If it had gone smoothly, roughly the same number of people would have ordered across Apple and the carriers - as it happened, people were unable to order from Apple and flocked to carrier sites, thus resulting in them getting the bulk of the orders and Apple receiving relatively few, at least initially. When people began seeing the artificially inflated ship times, they cancelled their carrier orders and ordered with Apple, hoping to get it sooner, and now the carriers have to deal with that mess. 

 

I'm not saying you were rude to AT&T - it's just a general statement that applies to customer service everywhere. Something like this happens, people are outraged, and they take it out on those who weren't responsible and are powerless to rectify the situation.

 

Bottom line: Everyone's actual ship time will become apparent in the next few days.

Mentor

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70 Messages

7 y ago

This has been a great explanation. It makes it easier to digest what doesn't make sense. Thank you for posting!!!!
Dookwich

Scholar

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109 Messages

7 y ago

You're very welcome, iPhonejunkie. Smiley Happy It's been a royal mess and I wish Apple and the carriers could release an official statement on the situation to put the troubled minds at ease, but on the other hand, I understand why they're being silent right now: no one is 100% certain what the situation will be for each customer until everything is sorted out over the coming week, and to make a statement before that happens will only add fuel to the fire, which isn't doing anyone any favors. 

 

Believe me, I'm just excited about the new iPhone as anyone, but all we can do right now is relax and hope for smooth sailing from here on out. Besides, once it's in your hands, none of this will matter. Smiley Wink

Mentor

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50 Messages

7 y ago

I am reading this and it is just like my experience with the 5. I ordered from best buy and the same postings were in the forum. My bottom line is that preorders absolutely need to be filled first. That would be fair and that is how best buy eventually handled the 5. What did I learn?? Go straight to apple since they are in control. Not happy about waiting until Halloween but hopefully it won't be that long. Fingers crossed. Good luck to all.
Dookwich

Scholar

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109 Messages

7 y ago

Totally agree. No one should be able to just walk into a store and pick one up until every single order made up until 11:59 PM PST on the 18th has shipped. 

cousintim

Professor

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1.7K Messages

7 y ago


@Dookwich wrote:

No one should be able to just walk into a store and pick one up until every single order made up until 11:59 PM PST on the 18th has shipped. 


And unicorns, rainbows and ponies for eveyone.

Mentor

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50 Messages

7 y ago

I don't know about unicorns rainbows and ponies--I just want the phone I stood in line for Friday morning. I am a paying customer and don't think first come first served is unreasonable. I did talk to a store and asked about walking in Friday and they said it depended on preorders. Time will tell.
jclink

Mentor

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43 Messages

7 y ago

Actually no.  I do blame AT&T because apparently despite staying up and ordering as soon as the site was live for me, due to being a Premier member, my order was processed at 6:40am.  Now I'm looking at receiving my phone a month after release because of AT&T's policy. 

 

I'm not happy.  I know AT&T doesn't care-  but there it is.

bdobrie

Teacher

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19 Messages

7 y ago

How is it AT&T's fault that "they can't track their own inventory" when they (1) dont know how many phones they will get by Thursday, (2) people keep ordering and canceling, and (3) they don't know how fast inventory will be replenished?

 

Yeah, allowing the ordering to start 15 minutes early was a mistake, but in the IT world, stuff happens. You can test and plan all you want, but until theres 100,000 people trying to access your ordering system at once, you just dont know. There's millions of people in the US alone trying to get their hands on this phone. Phone orders are not simply putting a widget in a box like you are ordering a book or a iPod. It ties into contracts, phone number, IMEI numbers, network authorizations, etc.

 

Employees are having the deal with rude customer after rude customer call in to complain that the shipping date is X days away... like the person they talk to is actually putting the phone in the box and sticking the label on it.

 

The employees are human. Give them a chance. Everyone freaking out and canceling and placing duplicate orders are adding to the problems. It will be sorted out in the beginning of next week. The more people that cancel, the higher I move up on the list.... so cancel away!

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