- edited 10-31-2017 4:42 AM by ATTDmitriyCM
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.
11-06-2017 9:59 AM
AT&T did end up correcting this issue and did get my new phone to me on Nov. 3rd as originally promised; however, I never received an explanation of what happened. Ultimately, I have the phone and everything works so kudos to them for correcting the issue.
11-06-2017 4:50 PM
11-07-2017 11:02 AM
We received your private message, and I have sent a reply. You can find this in your Forum’s Inbox located in the upper right-hand corner of your screen.
We hope to hear back soon!
Jax, AT&T Community Specialist
11-07-2017 12:47 PM
I apologize for any hassle you have been through to order your new device. I would love to help you out!
I noticed you did private message us. I will provide the details to your concern via the private message.
Please look forward to my response in your inbox!
Adam, AT&T Community Specialist
11-07-2017 2:47 PM
I am a 9 years ATT customer. Now I am thinking about switching to Verizon because this awful situation and useless customer support.
Same thing happened to me.
I stayed up to 1 am pacific to order the iphone. I keep receiving the order status and shipping trackings.
I can still see my order in my att orders.
On Nov 3, FedEx never deliver my phone. I waited for a couple days and thought it's just some delays. I called FedEx and they original tell me the package was lost and I need to contact ATT the ship me a new one.
And then I call the ATT customer support, they told me my order was cancel by user which I never did. They transfer me to this "internal sales" team. They told me that they can confirm my order is not cancelled but they have to escalate to see what's going on with the shipment. A person from their "escalation team" will call me within 24 hours.
The lady from escalation team call on the morning. She told me that the shipment is mark "delivered" by fedex. I need to go to the police department and get a report in order for them to ship me the new phone. I almost yelled to this lady because they should never ask the customer to do all these. If I have time I will rather file a consumer complaint to US government to report this issue.
Later I called fedex again and they told me that ATT ask this package to be returned to shipper and it's now back to ATT. CRAZY!!! This is the third different story I heard for my package.
I contact ATT again and the kick me to oline provision and national business team. No one seemed to be able to help me. They ask me to go from internal sales again to national business. It's like an infinite loop. I wish I can find someone that can actually help me to get my phone.
ATT you will lose all the customer if you keep doing this. If I don't get this resolved I will switch to Verizon tomorrow after work.
The attitude from most of the supports are so bad. They don't seem to care about you, but ATT is the largest wireless provider. I wish someone can give me a recommendation for a provider that have better customer service.
11-07-2017 3:09 PM
11-07-2017 6:11 PM
Att administrator this case is NOT resolved. This should not have been marked solved. How come you are not responding here? You have many longtime customers who had legitimate pre orders placed and confirmed only to be canceled. Now I have to wait until mid December for mine? What can you do to help the many customers who spent hours on the phone with support and ecomm after successfully placing orders?
11-08-2017 9:49 AM
I have now probably spent 6+ hours of my time trying to get AT&T to fix this for me too and all I got was a waived activation fee.
10/9 - switched two lines from Sprint to AT&T, was told by rep that on prelaunch day, I could just signon on and order through AT&T site.
10/27 (midnight) - stayed up and successfully ordered iPhone X, expected ship date 11/3, received working on your order email
10/28 - received email that my order was canceled
10/28 - talked to 3 different people via phone as I kept being rerouted, last person said I just had to go into store and they could re-instate my current order
10/28 - went into store and manager said he couldn't re-instate and I had to submit a new order, now expected delivery is 12/4
11/7 - went into AT&T store to trade in phone from the other line, told them about my situation and they said they had issues of people's orders being canceled and that when I went into store they should have been able to re-instate my order. Said I should call customer care and they may be able to help.
11/7 - called customer care and although representative was real nice, she couldn't do anything but put a note on my profile to waive my activation fee and that I need to call back and request that credit when my iPhone X arrives.
All in all, this has to be the worst experience and biggest waste of time. It is so upsetting how each person tells me different things and there are no answers to really why my order was canceled. So frustrating. Now I just check my email more than often hoping they ship earlier than December as Apple stores around me have the phone in stock!
11-08-2017 1:31 PM
11-10-2017 8:11 AM
Good morning @Civilchaos2103!
I am so happy to hear you received your new iPhone. In the end, you getting the phone is the important matter. It is my hope you are enjoying the new device.
You were not the only one experiencing the issue with the erroneous order cancellation message. There was a slight issue with the website which caused these messages to go out in error.
Thank you for using the Community Forums and I hope you have wonderful holiday season.
Anthony, AT&T Community Specialist
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