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atandtwhy

Teacher

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8 Messages

Fri, Oct 27, 2017 8:29 PM

Closed

iPhone X Pre-Order Cancelled

I stayed up to pre-order an iPhone X, created a new account with AT&T, and was confirmed to receive the phone Nov 3. Today around noon, I received an email telling me the order was cancelled. I called into AT&T and first was told the sale department can't help, so I need to call the e-commerce department, then the e-commerce department told me I had to go to a store, then the store manager told me it's because they "couldn't contact me for a few days", which is not possible as I did this last night, and he told me to call customer service.

 

Is there any accountability at this company? This has never happened to me with other carriers, can't believe AT&T doesn't want new business.

Responses

Tutor

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8 Messages

3 years ago

Early on the morning of October 27th, I placed an order for a new iphone X. I received a confirmation as well as a pdf attachment that clearly spelled out the details of financing and acquisition of the new phone. Furthermore, a check of my order status showed “in progress”. I had no reason to believe anything was amiss until later that evening I received an email indicating there was a problem with my order and to contact your pending orders center. I contacted them and was told there was a problem with the order, that despite my confirmation and signed contract, the order would need to be reprocessed. When I asked about when the phone would be delivered if I followed this advice, I was told that the original date couldn’t be given and that reprocessed orders were being filled at a much later date. Furthermore. the person I spoke with was unable to provide me with any details about the exact nature of the problem. Based on that information, I instructed the call taker not to cancel my order and I was transferred to the customer care center (which had already closed for the day).

The next day, I contacted you customer care center and first spoke to a woman who finally told me she thought she had a solution and to hold the line while she transferred me. It turns out she transferred me to the pending orders center which explained to me the same thing it had the previous night and again the same vagueness about a new delivery date. I politely told the person I was not going to cancel the order and I called the customer care center again. I spoke with another person who explained that I should talk to his manager. The manager was apparently busy, but my contact information was taken and I was told the manager would call me back in five minutes. Over an hour passed and I had received no call back, so I called again and asked for a manager. Before I could do so, I had to explain again the circumstances and reason for my call. Finally, I was put in touch with “Nathan”, one of the managers. He was quite helpful and reassured me not to worry. He told me he could absolutely assure me the phone would be delivered on November 3rd. He went on to explain that there had been a problem processing orders, and that emails had been mistakenly sent out indicating a problem with orders where there were none. He notated all of this in my account and again reassured me that my phone order was still being processed and that it was scheduled for shipment on November 2nd.

Last night, I again grew concerned as I noticed the phone upgrade for my existing cell phone was still showing as available on myatt.com and that the order status hasn’t changed. I established a chat conversation with someone named Steve who told me he could see the same thing and that the order still appeared ok — but that he would send me to billing to figure our about the upgrade. I chatted with Ernesto in billing who told me there had been a problem with my order and that it would have to be reprocessed. He then connected me with his manager “Angelica” who was unable to sufficiently answer my questions about delivery if I were to reprocess the order - which she insisted is the only way to proceed at this point. She never did answer my question about a delivery date other than to say that no delivery was guaranteed and that AT&T was at the mercy of Apple and availability of the phone — that orders were filled on a first come first served basis, to which I asked why I shouldn’t be one of the first given my pre-order completion at 3:23AM the Friday pre-oreders opened. Again, she was not able to answer and then abruptly closed the chat by telling me I hadn’t responded to her previous message. She did’t check to see if I was still there or to notice that I was in the process of writing another message when she terminated the chat.

 

At this point there appears to be little likelihood that I will get my phone tomorrow. I've written the executive leadership of the company and await a reply. In the meantime, it seems to me that if I don't get my phone as indicated, I should wait for AT&T to cancel my order (November 11th deadline), drop AT&T after 10+ years,[Per Guidelines:  Keep it Relevant and Appropriate].The contract I received clearly expresses my rights and if you have such a contract (the pdf that was attached to your email confirmation) you do as well.

Tutor

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10 Messages

3 years ago

Place your order in Corporate store they can escalate it I was in your same position my phone is being shipped tommorow now

Tutor

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8 Messages

3 years ago

can you explain how I do that? where will i find the "corporate store", And
how do I get them to escalate it?

Tutor

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10 Messages

3 years ago

You just find a Corporate location AT&T tell them what happened and show them your first pre order that you had ask them if they can please submit a new for you and please submit a ticket to expedite your shipping times and that it’s thats All I did. Just call and ask that store if they are a Authorized Dealer or an Actual AT&T Corporate
Brand User
ATTHelp

Community Support

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136.7K Messages

3 years ago

Good Thursday afternoon @Civilchaos2103!
 

I apologize you are having so much trouble with your iPhone pre-order.  This is very upsetting.  Let me see how I can offer some assistance.

Please send a private message to @ATTCares.  In this communiqué be sure to include your full name, order number, time zone, and the best time to reach you.  I will take a look at your current order and see what needs to be done to straighten this issue out.


Thank you for participating in the Community Forums and have a super weekend!


Anthony, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Mentor

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19 Messages

3 years ago

Hi @Civilchaos2103!

 

I see you received a reply from AT&T, I hope the rest of us do as well!  I just sent a pvt msg, so we will see.

 

Enjoy your new iPhone!

lajames123

Teacher

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20 Messages

3 years ago

I sent a private message too. Hopefully they wil not only respond but fix what is their fault.

Mentor

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19 Messages

3 years ago

Haha, well said, I hope they fix their egregious "error" too and just deliver on what they, AT&T, promised!

Teacher

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14 Messages

3 years ago

I spoke to my local AT&T business rep today about the issue. He told me there was nothing he could do to fix the situation and was unwilling to reach out to a local AT&T store to solve the problem. I've spent over twelve hours on the phone now with reps from AT&T and Apple. Neither party is willing to honor the 11/3 reservation I was given...in writing...twice. The email says "We've set aside an iPhone for you." Ridiculous. Both of you. Shame.

 

giphy.gif

Mentor

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19 Messages

3 years ago

 

Hey @danieljromine

 

Wow, that ridiculous does AT&T not have any shame?!?  There is just no possible way this could be an error on AT&T's behalf…  HONEST companies ADMIT their MISTAKES, CORRECT THEIR MISTAKES, and PUT IN PLACE NEW PROCESSES so the mistakes do not occur in the future.  I feel your disgust.

 

This just in today as published in WSJ...  

I voiced my concern (address below) with FTC... MONEY is the only thing that is sacred to AT&T…

 

U.S. Weighs Suit Against AT&T's Deal for Time Warner

 

The Justice Department is actively considering a lawsuit to challenge AT&T's planned acquisition of Time Warner, according to people familiar with the matter.

 

The department's antitrust division is preparing for litigation in case it decides to sue to block the deal, these people said. Simultaneously, the department and the companies are discussing possible settlement terms that would lead to the deal--valued at $85 billion when it was announced last year--winning government approval with conditions attached. The two sides, however, aren't yet close to an agreement, the people said. The outcome could go either way and the timing of any decision remains uncertain, the people said.

 

FTC Complaint Assistant: www. ftccomplaintassistant. gov

 

#AttTheNewComcast!

 

Tutor

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6 Messages

3 years ago

Well, we went to our local ATT store today. The experience continued. The store representative did not care about the ordeal we had been through and said there was nothing she could do for us.

My wife and I woke up at 245am est and began to use the Att iOS mobile app. After waiting in que and then having that fail several times we finally went onto the Att website and received confirmation at 400am that our order was placed and would be delivered November 3. Then at 800am I received an email explaining that my order was pending and I had to call. Thad when the nightmare really began. I cannot believe that Att would treat a long time customer this way.

Today was the icing on the cake. #shameshame

Tutor

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6 Messages

3 years ago

Thank you for this I plan to file a complaint with fcc as well

Mentor

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19 Messages

3 years ago

It used to be that companies actually valued, respected and worked hard to EARN longterm customers, I see in both of our situations, AT&T has demonstrated a flagrant disregard for their customers.  Shame.

 

#AttTheNewComcast!

 

Untitled 33.pngLoyalty pays? Not so at AT&T.

 

 

Teacher

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14 Messages

3 years ago

How to File Consumer Complaints Against ATT Wireless
By Kimberly Hodgkin | Techwalla.com
Full Article: How to File Consumer Complaints Against ATT Wireless

[Edited to comply with Guidelines.]

 

Teacher

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13 Messages

3 years ago

Just a quick update. I went to the AT&T store today after someone mentioned there was a fixed. The store manager submitted a ticket. A few hours later, my delivery date was changed to 11/3. I also got a UPS delivery notification. The solutions works Smiley Happy

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