iPhone X Pre-Order Cancelled

That's all I got 5 phone calls later a total of 4 hours and 6 people "we are sorry".

Unfortunately I live 200 miles from the nearest AT&T store so going in was not an option and At&T knew that still no help.

We had the EXACT same experience. My wife spent hours on the phone just as you describe. Went to the store them was told they couldn’t help we needed to cancel the “pending” order and reorder now with delivery for the end ignoring November. Terrible experience. After reading your solution we will try to go to the store tomorrow

I had the same exact issue and was ping ponged back and forth with Apple and ATT customer support with no one being able to answer what happened to my second IPhone X pre order!

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.