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Tripl3
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Tutor

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10 Messages

Fri, Nov 14, 2014 4:24 AM

iphone 6 plus Shipping Delay ATT No Help

Ordered 9/23, (2) iphone 6 PLUS Space Gray, Business account, shipping window of 10/31/14-11/11/14.  Well my window ended 2 days ago.  On the 11th my 877# status went from backordered to "being processed with an expected ship date of 10/31-11/11.????? No phone yet, no tracking number, no progress. I have talked with a number of Customer Service Reps and get a different answer from each one.  ATT could not look more silly than to have a expired shipping window still posted on website....it hasn't shipped so update it.

I called...One Rep told me that all phones ship from 1 ATT wharehouse in the US and the wharehouse updates the status.  A different Rep told me something completely different...that the phones never go to an ATT wharehouse, they come directly from Apple?  No one can give me an updated shipping window even though the original expectation has been missed.  The Customer Service Reps seem to have no more information than I can find online.  I had one rep that put me on hold to "look further into my order"  they came back and said you have an expected shipping date of 10/31-11/11.  I said that was yesterday and what department did you confirm this with?  They told me they called the 877#.  Why employ them to just recycle the information we already know?.ATT honestly just paid a customer service rep to put me on hold to call their own 877# that I just called to reach them???.Chat help is no better....They put me through all of the questions, account #, address, etc...etc... to verify account.  Then they tell me they don't have access to certain account and order information.....then why did you ask me the 10 verification questions? and then just tell me the information that I can already see online.  how can they have no more information than anybody can find on the internet....but they work for the company?, and if they don't why even put them on the phone. Frustrating to say the least as we are a business and waiting on 2 6 plus phones for employees that need them for work. This has been a horrible experience, ATT will lose our business.

kdfederer

ACE - Expert

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12.7K Messages

8 years ago

Where do you expect them to find the information? If they could find the information, it would be updated on your account and shipping info. They have the same infomation that you can find. There is no more information available.

Tutor

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4 Messages

8 years ago

So I ordered on 9/30/14 (two iPhone 6 Plus 128GB gold) and I got this email yesterday (11/13/14)....

 

Ship date for your iPhone 6 Plus order

We appreciate your purchase of the iPhone 6 Plus. Because the color and memory size of the iPhone 6 Plus you purchased is very popular, we have not received the supply needed to fill your order. As a result, your device will now be delayed and we will notify you as soon as we have a new delivery date. 

If you don't want to wait, you may cancel your order by calling 800-331-0500 or visit an AT&T store. If you choose to cancel, your credit card will not be charged. If you do not notify us that you want to cancel your order before we ship the device to you, we will assume that you have agreed to this shipment delay. We're sorry for the inconvenience. Please know your order is a high priority.

Thank you for choosing us.

AT&T 

Teacher

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13 Messages

8 years ago


@Tripl3 wrote:

Ordered 9/23, (2) iphone 6 PLUS Space Gray, Business account, shipping window of 10/31/14-11/11/14.  Well my window ended 2 days ago.  On the 11th my 877# status went from backordered to "being processed with an expected ship date of 10/31-11/11.????? No phone yet, no tracking number, no progress. I have talked with a number of Customer Service Reps and get a different answer from each one.  ATT could not look more silly than to have a expired shipping window still posted on website....it hasn't shipped so update it.

I called...One Rep told me that all phones ship from 1 ATT wharehouse in the US and the wharehouse updates the status.  A different Rep told me something completely different...that the phones never go to an ATT wharehouse, they come directly from Apple?  No one can give me an updated shipping window even though the original expectation has been missed.  The Customer Service Reps seem to have no more information than I can find online.  I had one rep that put me on hold to "look further into my order"  they came back and said you have an expected shipping date of 10/31-11/11.  I said that was yesterday and what department did you confirm this with?  They told me they called the 877#.  Why employ them to just recycle the information we already know?.ATT honestly just paid a customer service rep to put me on hold to call their own 877# that I just called to reach them???.Chat help is no better....They put me through all of the questions, account #, address, etc...etc... to verify account.  Then they tell me they don't have access to certain account and order information.....then why did you ask me the 10 verification questions? and then just tell me the information that I can already see online.  how can they have no more information than anybody can find on the internet....but they work for the company?, and if they don't why even put them on the phone. Frustrating to say the least as we are a business and waiting on 2 6 plus phones for employees that need them for work. This has been a horrible experience, ATT will lose our business.


What storage size 6 + did you order ?  I have the exact same deatails as you:

64 + SG

Ordered date - 09-23 - Ordered from AT&T website

Est. Ship Dates - 10-30  /  11-11

 

Online status went from processing to backordered on 11-11, also around 5:00pm on the 11th my CC was charged and stauts went to "preparing to ship"

 

No change since, following another blog on this site (6+ ship dates compared to est dates) with people with similar details, everyone with 09-23 order dates have received their shipping notifications, now people with 09-24 and even 09-25 are receiving their shipping notifications and NO ONE will tell me anything....

 

I am a patient man, but I am kind of feeling like something is different or wrong with my order but no one can seem to tell me anything 😞  I think my order got sucked into some virtual black hole !

 

It's certainly NOT a billing issue on my end, CC is good, and the charge is still "pending"....

 

Tripl3

Tutor

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10 Messages

8 years ago

What do I expect??? I expect them to update the information and The Customer Service Rep should have information on a new expected delivery date if a window has expired.  When you miss an expected date for delivery, you should communicate and update the customer with new information.  Be proactive and e-mail, text or call, instead of me having to call.  You are leaving people wondering...so they call and expect answers and new information, because ATT has failed to meet their own predicted delivery window.....so update it and the customer..I don't find it unreasonable to have updated information once a delivery has been missed..That is what I expect.

Tripl3

Tutor

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10 Messages

8 years ago

64

 

Anonymous

New Member

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25.7K Messages

8 years ago

They offer an option to cancel but it's pretty hard to make an educated decision without any information about what might be going on.

Tutor

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8 Messages

8 years ago

I absolutely agree. I ordered iPhone 6+ 64GB Silver on 9/21 and the shipping window ended on 11/7, Firday. I called ATT the next Monday and found out that my order was canceled due to ATT system error. This is very frustrating. I had to talk to 10 different representatives including 2 supervisors and they finally re-submitted my order on the same day. However, they couldn't guarantee when I can get the phone even though they escalated my order. They even denied compensating me the experience I have gone through. ATT should do better than that. This is very frustrating.

Tripl3

Tutor

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10 Messages

8 years ago

Also hard to cancel, when you have been patient for 7 1/2 weeks.  Too deep at this point.

TimothyT

Mentor

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46 Messages

8 years ago

@kdfederer wrote:

Where do you expect them to find the information? If they could find the information, it would be updated on your account and shipping info. They have the same infomation that you can find. There is no more information available.


 

They have no information?  

 

You're telling me a $130 Billion company that deals with vendors every day has "No Information"?

 

Wow.  Just wow.  

 

ATT knows EXACTLY when they are getting shipments from every single one of their vendors, including Apple.  

 

ATT knows EXACTLY how many units they are getting in these shipments from every single one of their vendors, including Apple.

 

ATT knows EXACTLY how many customers have placed orders for every item they have.

 

To think that a company the size and strength and power and sway of ATT has "no information" is ludicrous.  To try and convince us otherwise simply means that not only does ATT (and their shills) not care about their customers, ATT (and their shills) also think their customers are dumb and will believe insane narratives that ATT has "no information" about their orders.  

 

Give me a break.  

Tripl3

Tutor

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10 Messages

8 years ago

And we have a tracking #.....Just got a response from a social media representative from the business community section and had a tracking number within an hour.  By far the best Customer Service I have had yet.  Phones here Monday

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