10-07-2011 5:59 PM
Anyone else finding AT&T to be very frustrating with trying to upgrade to an iPhone 4s? You would think that when they are trying to lock you in to a new 2 yr agreement they would be more accommodating.
This morning after waiting on hold for a half hour I think spoke with a rep for 45 minutes and they confirmed that they would be able to ship my iPhone 4s to an address different from the one on my family billing account. They asked me for this new address multiple times and I thought everything was fine. Then tonight I get the Terms and Conditions email and when I go to accept it says its being shipping to the billing account address. So I call AT&T yet again and this rep doesn't even see the other address anywhere. This is so insanely frustrating because if I just wanted it shipped to the billing address I would have just ordered online and not wasted now 2 hours today on the phone to get it shipped elsewhere.
Anyway now they are supposed to let me know what happened but at this point I'm just so fed up that I'm probably just going to end up switching to Verizon.
10-12-2011 12:20 PM
She also said everyone getting their phones on Friday should have a tracking number e-mailed to them by the end of the day tomorrow. And finally, she said everyone who pre-ordered by the 5 p.m. on Oct 7th will get their phone this Friday.
Good to know. Now that I know both my iPhones are arriving at launch, I'm taking Friday off (doing a complex upgrade so still need to go to AT&T corporate to get all the lines sorted out).
10-12-2011 6:37 PM
This is a case of ATT false advertising. They said the iphones would arrive on October 14th if you pre ordered.
I was on the phone for an hour today trying to get answers. I was so fed up, I almost cancelled my order.
IF you got a message to check the fedex shipment - and it says it was shipped - THAT IS A LIE.
Apparently that only means that the order was processed by ATT, it is not acurate as a fedex shipping confirmation.
I was told that my ship date says 10/9, and actually the phone might not even ship until 10/14.
OR, it might actually arrive - THEY DO NOT KNOW OR HAVE ANY IDEA ABOUT WHEN THE PHONES WILL SHIP. THE INFO ABOUT SHIPPING ON YOUR ONLINE ORDER PAGE CAN NOT BE RELIED UPON
This whole thing is a mess !
I could have gone to the apple store on the 14th and picked up a phone in the store the morning of the 14th.
SO FED UP with ATT, and the service reps are horrible.
I finally asked to be put through to a supervisor - she gave me the answers....no apologies though. POOR CUSTOMER SERVICE.
If the phone does not arrive on the 14th I may cancel and go with Verizon or Sprint
10-12-2011 11:01 PM - edited 10-12-2011 11:03 PM
...pre-ordering is like that. There's a finite number of devices available for receiving on launch day -- once that supply has run out, shipments are filled in the order received. What's to complain about? Switch carriers, you'll find it's the same -- common sense really.
I think you'll find that AT&T has plenty of customers, they won't really notice if you leave -- but go ahead, you can at least feel like you're 'punishing' them, maybe that'll help give you some sort of closure, at least until the next time you pre-order something
10-13-2011 8:51 AM
Aires is 100% correct.
This IS false advertising on ATT's part. Please don’t make excuses such as "well... they only get a finite number, blah, blah, blah".... yes, that may be true, but if this is the case (and i assume ATT knows this is the case) then don’t make promises that you will do something that you cannot do.
I too pre-ordered under the belief that i would get mine the 14th. I ordered at 12pm est on the 7th and still have no updates on tracking, shipment, availability, et cetera... i have called the local corp store as well as the enterprise number and keep getting the same lame answers. oh, and while we are pointing out ATT lies, the statement by them that "anyone who ordered before 4pm on the 7th would get theirs on the 14th" is not true either (cust srvce rep told me this and i still haven't received anything re shipping yet).
All i will say is that i am glad that the iphone is not exclusive to ATT any more and if they keep pulling these PR nightmares then they can expect to continue in the trend of losing business to other carriers. Remember how big of a-holes sprint was 15 years ago when they had a stranglehold on "camera phones"? well, their acting like clowns caught up to them and now they are trying their hardest to crawl out of the cellar. ATT is heading down the exact same road.
You know, i would expect this kind of opening day confusion for verizon or sprint since they are new or relatively new to the iphone, however with ATT this is not acceptable. This is ATT's 5th iphone launch... they should have figured it out by now. the fact is, is that ATT would rather let their customers wait and be disappointed than risk the possibility of having too much inventory.
Keep up the lameness ATT...
10-13-2011 1:18 PM - edited 10-13-2011 1:20 PM
Maybe you can use some of your time to step outdoors, take a brisk walk -- cook something from a recipe.
It seems to be just a tad too important to you that your device arrive tomorrow. It may or may not happen. I ordered mine around 9pm PDT on 10/7. I called it in as I ran into issues with both the Apple and AT&T ordering web sites. My contract is up on 12/31. Apple said no-way to and early upgrade at full discount, but AT&T went ahead and did it. They said it would be a 2-3 week delay as I'd missed the pre-ordering supply.
I was pleasantly surprised to receive the email this morning with my tracking number for delivery tomorrow. It's in Texas now
10-13-2011 2:36 PM
I am glad you got that response. I however did not get the same reponse. I ordered mine on Friday Oct 7th @ 11:34am CA time. I am still on backorder and was told it sould be two more weeks. So much for Pre Order.
10-13-2011 2:40 PM
So can we cancel? My order at 8am on the 7th over the phone apparently was not early enough for the competent CSR to proccess the order before the 11th. Nothing like pre-ordering to wait 21-28 days.
10-13-2011 4:32 PM
I am ready to cancel AT&T over this. I called in at 7 am on the 7th, and my iPhone 4S has not shipped yet. Every time I call I get a different story. I spent over a half an hour on the phone this afternoon (not my first call) and first I was told that it would be 21-28 days from the 7th, then when I spoke with a supervisor told that equipment was set aside for me, and then when he made a call to find out more I was informed there was NOT equipment set aside for me.
I accepted my T&C's as soon as I got them so needless to say, I'm a tad upset, given I know people who ordered later who are getting phones tomorrow. I've decided to either give up on it all together or if I get tired of waiting just switch carriers and return the phone. I was ready to cancel over the website telling me I could not keep my unlimited data plan, but decided to call in and give one more chance, but this is terrible customer service. I cannot even see my iPhone status online (and AT&T is supposed to be a technology company ....)
10-14-2011 5:09 AM
Okay I'm mad now. We went to the AT&T store and pre-ordered the last Friday afternoon and they didn't say a word to us about it possibly being backordered. We were told it would be delivered today. When I lookup the status of our order, it shows it's on backorder with no tracking # or any other information.
10-14-2011 6:04 AM
I received my tracking information at 11:45 pm last night and it will be here today by 3 pm so hope is not lost everyone.
10-14-2011 3:02 PM
I am so frustrated..... Ordered my iphone on October 7th before noon at the ATT store. Was told I would receive it on the 14th. Shipping information off the ATT site has said pending shipment since October 7th. I have checked it daily since the 7th and it still says pending shipment. I called at 2:38AM October 14th to inquire about status and was told the phone was backordered and I would get it in 14 to 21 days. I was furious. I called back around 8:00AM, only 6 hours later, the att online status still unchanged. The ATT rep told me that I cold be receiving it within an hour as everything was shipped. I asked him if he was guessing because he didn't sound reassuring, he told me it should be here anytime. What an absolute joke, it is now 5:00PM, the ATT order status still shows pending shipment., I have no idea what the deal is. ATT call reps have no idea what they are talking about and are an absolute joke. ATT YOU HAVE SOME SERIOUS IMPROVEMENTS TO MAKE< HERE IS A SOLUTION SEND AN EMAIL TO ALL YOUR REPS TELLING THEM THE RIGHT INFORMATION> IF YOU WANT PEOPLE TO TRUST YOU FOR COMMUNICATION NEEDS YOU NEED TO START COMMUNICATING WITH YOUR OWN EMPLOYEES.
10-14-2011 8:00 PM
I finally got my iPhone but it's Sprint iPhone. AT&T store where I ordered the phone was jerking me around. So... just went to Sprint, got my iPhone. When I got my iPhone from AT&T I just return the phone and cancel the service. A nice way to lose paying customer from AT&T. I have no regret. So far Sprint service in the area where I live just as perfect as AT&T and I save $10 off my bill. Can't beat that.
10-14-2011 8:55 PM
That's great you got one. You might want to ignore the info circulating major news and blog sites about the internet speed difference between carriers. Initial testing shows AT&T iPhone 4S's running at speeds substantially greater than those of Sprint and Verizon. You may be happier with the few times your require customer service, but you'll be experiencing dialup-like speeds while you're surfing the net, doing email, etc...
© 2017 AT&T Intellectual Property.This link will open a new window All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.
Congratulations! You earned the Liz badge!