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    Posted Oct 18, 2011
    10:22:32 AM
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    AT&T "Can't cancel order" Seriously?

    Long time AT&T user here.  Getting ready to jump ship to another carrier.  Hopefully I'll have better service.

     

    AT&T "pushed" me in to upgrading to the IPhone 4S.  So I ordered the dang thing, they charge me the heafty $199.00 and tell me the phone will ship in 7 days.  A few days later, I receive an email from AT&T giving me a link to check the order status. 

     

    This email also contains my order number and my SHIPPING order number.  So I click on the link, enter the required information and it tells me that it's invalid.  So I then chose to check the status by cell phone number, after entering my 10 digit cell phone number (minus the dashes) it tells me that my number has to be 10 digits!  I carefully count the digits to make sure I don't have fumbly fingers and I entered all 10 digits correctly.  So I clear the field and try again.  Same result.  So I then call the number they provide to check on the status over the phone.  Again, after entering the required shipping order number, I hear their automated operator tell me that info is invalid.  It then asks me to enter my cell number, which I do, and again a voice tells me that it's invalid.  So the preverbial HOLD starts as I select "0" to speak to a live body.

     

    When I spoke to a live body (after a long hold time), the live body told me that the phone had been shipped.  OK, that sounded good to me.  A few days go by, and no phone.  So I decided to check the status again. Went through the same process of checking the status and the "system" telling me that every thing I enter is invalid.  So I again call a live body and after going through the first two live bodies that were reading from some "customer service response card" I requested to speak to a manager.  From here it gets too long and confusing because I spoke to Supervisors who aren't managers, and managers who don't know any supervisors ect..ect... I spoke to a live body who told me that the phone is on backorder and I won't see it for another 21-30 days (at least)

     

    I promptly said that I wanted to cancel my order and he simply replied "We can't do that".... WHAT?  Excuse me?  YOU Can't DO THAT? 

     

    So someone please send me "instructions" on how to cancel my order.  I'm getting no where with the live bodies that I have to wait on hold (forever) to speak to.

     

    T

     

     

    AT&T "Can't cancel order" Seriously?

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    Oct 18, 2011 11:09:46 AM
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    Been told the same thing!  They screw up and refuse to rectify the issue!  AT&T customer service is terrible!

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    Oct 18, 2011 4:11:48 PM
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    Probably just return the package.  If you do not accept it, you haven't entered into a contract.  Document and get ready for a fight.  

     

    AT&T's tatic is to hide behind contract legalese and not be responsible for their business.  AT&T lack integrity and honor.

     

    WIll be moving on soon!  Sad that it has to end this way, but I am coming to believe they don't care!

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    Oct 18, 2011 4:23:09 PM
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    http://www.kirotv.com/news/29512550/detail.html

     

    Just read an article that an airline canceled the order for 24 787s.  AT&T can't cancel  the order for an I-Phone?  Suspicious.

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    Oct 18, 2011 6:54:21 PM
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    I am still trying to figure out how AT&T "pushed" you into getting the 4S.
    Did they hold a gun to your head? Hold your firstborn hostage til you signed?

    Until you accept the email agreeing to the T O S, you are not bound.

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    Oct 19, 2011 9:51:55 AM
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    I think this is the FUNNIEST post I've read so far!!!!!!!! You have got to be kidding me!!! Smiley Very Happy

     


    Titanium89 wrote:

    Long time AT&T user here.  Getting ready to jump ship to another carrier.  Hopefully I'll have better service.

     

    AT&T "pushed" me in to upgrading to the IPhone 4S.  So I ordered the dang thing, they charge me the heafty $199.00 and tell me the phone will ship in 7 days.  A few days later, I receive an email from AT&T giving me a link to check the order status. 

     

     

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    Oct 19, 2011 12:35:19 PM
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    grahamandbobbi wrote:

    Been told the same thing!  They screw up and refuse to rectify the issue!  AT&T customer service is terrible!


    Truthfully, I think it is just a matter of speaking to the right CS rep. I was able to get my preorder canceled after going back and forth with more than a few reps for 3 days.

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    Oct 19, 2011 12:39:25 PM
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    Irish Rose wrote:

    Truthfully, I think it is just a matter of speaking to the right CS rep. I was able to get my preorder canceled after going back and forth with more than a few reps for 3 days.



    As have many more on this board. I'm not sure if many of the people here are young or just inexperienced with bad customer service. If you get someone, especially on the level of CSR, who is not willing to help you, call back and speak to another person or go all the way up the food chain. A lot of thought and effort has been put into some of the plans I have read to 'punish' AT&T for some supposed wrongdoing. If 1/4 of that effort were put into getting their order cancelled and finding a 4S, the problem would be non-existent.

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    Oct 19, 2011 12:53:32 PM
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    browski - persistance should not come into play. It shouldn't take talking to a dozen reps over a span of days to cancel a preorder. That's the real issue. As long as there isn't a phone with your name on it on the way to your house, you should be able to pick up a phone (or walk into a store), and cancel your order. It's that easy everywhere else (I've canceld an order for a CAR over the phone) and it should be that easy here as well. I understand why AT&T is doing this from a buisness perspective, but if I find a phone in stock at a local store, with my CC in one hand and a phone with a CSR in the other, I should be able to walk out of the store with a phone. They're not losing a customer - they're making one happy, and shouldn't that be the goal?

     

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    Oct 19, 2011 1:11:31 PM
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    TheMan47 wrote:

    browski - persistance should not come into play. It shouldn't take talking to a dozen reps over a span of days to cancel a preorder. That's the real issue. As long as there isn't a phone with your name on it on the way to your house, you should be able to pick up a phone (or walk into a store), and cancel your order. It's that easy everywhere else (I've canceld an order for a CAR over the phone) and it should be that easy here as well. I understand why AT&T is doing this from a buisness perspective, but if I find a phone in stock at a local store, with my CC in one hand and a phone with a CSR in the other, I should be able to walk out of the store with a phone. They're not losing a customer - they're making one happy, and shouldn't that be the goal?

     


    I'm looking for the guy that posted up the cancellation policy that he happened to stumble across when he ordered his phone. It's in one of the top threads, I just read in a few minutes ago. It clearly states that pre-orders done over the internet cannot be cancelled. I hate the fine print as much as anyone else, but if it is there, everyone who pre-ordered agreed to it as a term of the sale.

     

    I have a different mindset I guess. AT&T offers me voice, data and texting service. That is what I pay them for. AT&T also carries phones as a service to their customers so that the customer doesn't have to buy a phone from one company and have it activated with AT&T. They could stop carrying phones altogether (which in the case of the iPhone, I suggested to both AT&T and Apple that they do) and they would lose business because of inconvenience, not service. If you feel that this has inconvenienced you to the point of changing providers, that is your choice. But understand that all phone companies follow this model of carrying phones as a convenience for their customers. We are in the (unlucky) category of people who want a particular brand of phone. If any other phone were as popular as the iPhone, AT&T would have the same problem.

     

    Nothing has happened here but the manufacture of a wildly successful product that companies cannot keep on the shelves. Similar things happen with toys and video games around the holidays. You don't see people outraged at GameStop because they are sold out of a game. They are simply the avenue that the public uses to get the game. AT&T is just the avenue that people use to get this product. They have very, very well worded TOS agreements that people fail to read because they want the product so badly they don't care what they are signing up for in the moment. It's not until things go horribly wrong for a lot of people that the hivemind kicks in and people feel since they can mob up, they can start demanding things. That's not the way America works. If AT&T were to cave to these people, I would lose respect for them. All the time and money they put into crafting these TOS would be moot and the 95% of us that don't have a gripe about our service would suddenly start looking at things a little differently and would really come up with some outrageous demands. It is of course a worst case scenario, but with the lack of clear thought by many people on this board alone, I don't feel it's a stretch.

     

    I of course, could be completely off my rocker and I'm sure there will be many people in here to tell me all about it. But I have this crazy idea that I am responsible for my actions and that the consequences, both good and bad, are mine to bear alone. As I have said in a many of my posts/rants, if there is somewhere that AT&T went against their contract or broke some sort of law, I will grab my torch and my pitchfork and we'll march on the headquarters. However, I think that this is yet another example of people stuck on the wrong side of a decision that they made under no coersion from AT&T. I'm sorry if you feel differently, but we will have to agree to disagree.

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    Oct 19, 2011 1:42:39 PM
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    browski - I hear you, but understand that if AT&T is willing to break their own TOS contract for some (which they obviously have by canceling preorders), then they should be able to do it for the rest. If their TOS was set in stone, and not a single person was able to cancel an order, then yeah, I'd just grit my teeth and bear it. However, people have canceled their preorders. The fact that they will do this for some, and not others is wrong in so many ways.

     

    I understand your point about AT&T being an outlet for a product, but to bring it back to the GameStop comparison - if you want the latest and greatest game, you preorder it. You walk into GS on launch day, and get your game. If you didn't preorder, you don't get it. If you go on the forums and complain, you'll get a chorus of people stating "You should have preordered". Can you explain to me why it's ok for AT&T to tell the preorder people that they have to wait, while the walkins get the product? To you honestly think that's fair?

     

    Finally, to bring it back to my original  issue, what if you walked into GameStop, and they let the guy in front of you get the super special limited edition of a game (that you waited 2.5+ years for) instead of the regular one he ordered, and when you ask for the same thing, you are told that it's impossible. How would you feel? That's what is happening right now with AT&T and the cancelation of preorders. You can't tell me that you agree with that policy.

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    Oct 19, 2011 4:02:14 PM
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    TheMan47 wrote:

    browski - I hear you, but understand that if AT&T is willing to break their own TOS contract for some (which they obviously have by canceling preorders), then they should be able to do it for the rest. If their TOS was set in stone, and not a single person was able to cancel an order, then yeah, I'd just grit my teeth and bear it. However, people have canceled their preorders. The fact that they will do this for some, and not others is wrong in so many ways.

     

    I understand your point about AT&T being an outlet for a product, but to bring it back to the GameStop comparison - if you want the latest and greatest game, you preorder it. You walk into GS on launch day, and get your game. If you didn't preorder, you don't get it. If you go on the forums and complain, you'll get a chorus of people stating "You should have preordered". Can you explain to me why it's ok for AT&T to tell the preorder people that they have to wait, while the walkins get the product? To you honestly think that's fair?

     

    Finally, to bring it back to my original  issue, what if you walked into GameStop, and they let the guy in front of you get the super special limited edition of a game (that you waited 2.5+ years for) instead of the regular one he ordered, and when you ask for the same thing, you are told that it's impossible. How would you feel? That's what is happening right now with AT&T and the cancelation of preorders. You can't tell me that you agree with that policy.



    Very good points. If those conditions happened, I would never set foot in a GameStop again. The only real power I have is in my dollar.

     

    As far as the cancellations, the only thing I can think might have happened were the people who pre-ordered in store on the 7th might have been able to cancel. I honestly haven't paid enough attention to see if anyone has specifically said 'I pre-ordered online and I was able to cancel'. It may be splitting hairs, but if it were to go all the way to court, those hairs might be enough to save AT&T.

     

    I am not unreasonable. If AT&T is honestly bending the rules for some and not for others and it can be proven, something should be done. It is indeed wrong, but I'm afraid that AT&T has sheltered themselves well enough that they can claim plausible deniability. I'm not trying to defend them, I just know how corporations can play hard ball.

     

    Again, you make excellent points and I always welcome a well-thought out rebuttal to my arguments. I have exhausted my brain and I must concede this point and live to argue another day. All the best to you.

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    Oct 19, 2011 4:10:40 PM
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    Edited by pamelaz on Oct 19, 2011 at 5:00:44 PM

    See the thread I just posted.  A specialist in the office of the president Nancy {Personal content removed for safety} sent me this today: 

     

    "we now have the ability to cancel the order to allow you to go to a store to get the phone if you are interested in that, I can submit the request."

     

    So they are allowing some people to cancel their orders.  {Personal content removed for safety}

    Re: AT&T "Can't cancel order" Seriously?

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    Oct 19, 2011 8:27:36 PM
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    A preorder at a store can be cancelled at the store.

     

    A preorder by phone can be cancelled by phone with CS. (CS can not cancel an order placed at a store)

     

    Internet orders can not be cancelled for consumers but can for certain business accounts.

     

    Geno

     

     

     

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    Oct 22, 2011 10:03:16 AM
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    I'd like to say that I just tried to cancel my order since I was granted that "privlege" early in the week, but wanted to find a phone in stores before canceling. My first phone call lasted almost an hour and ended no where other than receiving another $25 credit to the account. Okay fine, I'll hang up now that you gave me some chump change. I call again an hour later (9:30am PST) hoping to get someone at a different call center. And would you look at that, I did. And he cancelled my order and reversed my upgrade eligibility in less than 1 minute. 

     

    Don't let them tell you it can't be done. Just keep calling until you get someone who will do it for you.

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    Nov 1, 2011 10:28:18 AM
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    Update on my situation.

     

    I decided to check the order status of my phone last week.  The email that AT&T sent me with a link to check status has never worked, neither has the automated call in number to check status.  Anyway, I decided to click on the link and by gosh, it looked different and brought up a page instead of red ERROR letters.  Well, it took me a minute to focus on what the status was because I was so shocked that the page actually loaded this time.  Well, the status said "order cancelled".  So I called the automated number, and got the same results over the phone "order cancelled".  So I called AT&T and waited another 15-20 minutes to speak to a "human" and they verified that my Iphone 4S order had been cancelled. NO Notification from AT&T that my order had been cancelled, NOTHING.  I wanted the phone cancelled after dealing with the boofuses over the phone and they told me that it couldn't be cancelled, hence the start of my rant on this forum.  THEN they cancel my phone order without notifiying me and this whole time I'm still waiting for the danged phone to be shipped to me.  So I have been waiting for 3 weeks for this stupid phone and now if I started a new order with AT&T they told me it would be at least another 21-30 days!  So I left the phone cancelled and checked in to what it would cost to get out of my current contract with AT&T.

     

    I have since ordered the I Phone from the Apple website and spoke to a very nice rep that helped with everything.  I should have the phone in about a week.  It was so refreshing to deal with someone who was pleasant and who appreciated my business.  I have never received that from AT&T.  I hope to never do business with AT&T again.  All over their very poor customer service and handling of a phone upgrade.  Their too big and have lost focus on the customer.

     

    T

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    Nov 1, 2011 5:56:06 PM
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    I cancelled my Internet order way back on the 15th so don't say it can't be done. They just had to restore my upgrade status and I was good to go.

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    Nov 2, 2011 1:57:15 PM
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    Beware if they do cancel your preorder, that ATT may not take you off contract without some harassing. That's what they have done to me - every rep I call says they will fix it then it doesn't get done. Ahh ATT, it's not me, it's you. 

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    Nov 2, 2011 5:46:51 PM
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    I ordered mine in the store.  Asked in the store after buying one at Apple and was told they couldn't find my order.  Called att and they said I had to go in the store.  Spoke to the store manager and he said that I had to cancel directly with Apple since it was a direct fulfillment order- called Apple and they say they can't even see att orders.  What do I do now?? I have my phone (16gb white) but want to cancel the one that is backordered!! It shouldn't be that hard!

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