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Posted Jul 2, 2013
4:46:57 PM
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Why is the Samsung Galaxy S4 on back order

As a new customer to AT&T i am rather confused as to why you are out of stock on the most popular android smart phone in the world?  I purchased the phone on Sunday and did not receive any email confirmation and as of today i have still not received any information as to what is going on with my order.  I contacted the online support and they told me that the phone is back ordered and they have no idea when it will be shipped out.  I have a few questions.

 

1.) why didn't the website tell me the phone was back ordered

2.) why didn't it have a notice saying that shipping might be delayed

3.) I talked with another support representative that said the phone was in stock.  When i asked why it was in stock for her and the other representative said it was out of stock she avoided the question and directed me to call customer support.  

4.) Why am i not allowed to pick up my phone in a store that had about 50 phones in stock?

5.) why is there no estimate as to when the new shipment might come in or when my phone will ship?

 

This is insane.  For a new customer this leaves a horrible taste in my mouth of how bad ATT is at service and support.  Does anyone have any answers for me?

As a new customer to AT&T i am rather confused as to why you are out of stock on the most popular android smart phone in the world?  I purchased the phone on Sunday and did not receive any email confirmation and as of today i have still not received any information as to what is going on with my order.  I contacted the online support and they told me that the phone is back ordered and they have no idea when it will be shipped out.  I have a few questions.

 

1.) why didn't the website tell me the phone was back ordered

2.) why didn't it have a notice saying that shipping might be delayed

3.) I talked with another support representative that said the phone was in stock.  When i asked why it was in stock for her and the other representative said it was out of stock she avoided the question and directed me to call customer support.  

4.) Why am i not allowed to pick up my phone in a store that had about 50 phones in stock?

5.) why is there no estimate as to when the new shipment might come in or when my phone will ship?

 

This is insane.  For a new customer this leaves a horrible taste in my mouth of how bad ATT is at service and support.  Does anyone have any answers for me?

Why is the Samsung Galaxy S4 on back order

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Jul 2, 2013 5:32:22 PM
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With the recent promotions going on with this phone as well as a few other popular smartphones AT&T might be having a hard time keeping up with the new demand for it. before you even selected to put the GS4 in your shopping cart there should have been an option to see whether or not this phone was in stock at your local AT&T store. Once your order goes through the online sales process it is too late to pick it up in the store. Hopefully it will get back in stock quickly and you'll get yours soon. 

With the recent promotions going on with this phone as well as a few other popular smartphones AT&T might be having a hard time keeping up with the new demand for it. before you even selected to put the GS4 in your shopping cart there should have been an option to see whether or not this phone was in stock at your local AT&T store. Once your order goes through the online sales process it is too late to pick it up in the store. Hopefully it will get back in stock quickly and you'll get yours soon. 

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Jul 3, 2013 7:42:19 AM
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Dear Support Rep,

 

I did check to see if it was in stock at my local store which I attempted.  However there was no option to do an instore pickup since that service was not available in my area (as reported my the AT&T representative that I was talking with during my order).  Picking up from the store would have been my first option.  Also purchasing from the store would have cost me an extra $100 which wasn't an option.

Dear Support Rep,

 

I did check to see if it was in stock at my local store which I attempted.  However there was no option to do an instore pickup since that service was not available in my area (as reported my the AT&T representative that I was talking with during my order).  Picking up from the store would have been my first option.  Also purchasing from the store would have cost me an extra $100 which wasn't an option.

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Jul 3, 2013 10:25:54 AM
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Explain how the phone is in stock for people shopping today but out of stock for people who purchased it on Sunday?  This is crazy.

 

AT&T sales representatives are happy to assist you with your questions.

AT&T sales representatives will not have access to your personal account. This service is provided to you under AT&Ts Terms and Conditions and Privacy Policy.
You are now chatting with Patricia A., an AT&T sales representative.
Patricia A.: Welcome to AT&T online Sales support. How may I help you with placing your order today?
Unknown: Yes i was looking at the Samsung Galaxy S4 16gb Black Mist
Patricia A.: I am more than happy to assist you with phones, Unknown.
Patricia A.: What a great phone! Have you added the phone to your shopping cart or may I send you a link to it so we can get your order started?
Unknown: It is in my cart currently. Can i do an instore pickup
Patricia A.: Let me check on that for you. May I have your zip code please?
Unknown: 45440
Patricia A.: Thanks for asking about our store pickup option. Although that option is displaying at checkout, it is currently in the preparation phase and is not available at this time. It is, however, coming soon. I apologize for any confusion. In the meantime, I'm happy to help you with your direct shipment.
Unknown: Is the phone currently in stock online?
Patricia A.: The phone is in stock from what I show online. Usually if the phone is out of stock you would see a grey button saying out of stock instead of the green 'add to cart' button.
Unknown: So it should ship within 24 hours?
Unknown: as long as all my information is correct
Patricia A.: Yes, the order is processed same day provided that you submit the order before 4PM CST. The moment the order has been shipped to you, you'll receive an email confirmation with the tracking information as well.
Unknown: Thank you very much. And where might the phone ship from?
Patricia A.: Honestly, I'm not sure. I placed a couple of orders yesterday and all of them were shipped from Ft. Worth, TX. I'm not sure if that's because I live in Austin and purely coincidental or if that's actually where the warehouse is.
Unknown: So an order came in yesterday and shipped out the same day?
Unknown: That would be great if it shipped out today!
Patricia A.: Yes I can say that I placed 1 of my orders before 4PM CST, everything looked good on my order and it was processed same day. The next day I had a tracking number for my order and was able to see which sorting facility last had my package.

Explain how the phone is in stock for people shopping today but out of stock for people who purchased it on Sunday?  This is crazy.

 

AT&T sales representatives are happy to assist you with your questions.

AT&T sales representatives will not have access to your personal account. This service is provided to you under AT&Ts Terms and Conditions and Privacy Policy.
You are now chatting with Patricia A., an AT&T sales representative.
Patricia A.: Welcome to AT&T online Sales support. How may I help you with placing your order today?
Unknown: Yes i was looking at the Samsung Galaxy S4 16gb Black Mist
Patricia A.: I am more than happy to assist you with phones, Unknown.
Patricia A.: What a great phone! Have you added the phone to your shopping cart or may I send you a link to it so we can get your order started?
Unknown: It is in my cart currently. Can i do an instore pickup
Patricia A.: Let me check on that for you. May I have your zip code please?
Unknown: 45440
Patricia A.: Thanks for asking about our store pickup option. Although that option is displaying at checkout, it is currently in the preparation phase and is not available at this time. It is, however, coming soon. I apologize for any confusion. In the meantime, I'm happy to help you with your direct shipment.
Unknown: Is the phone currently in stock online?
Patricia A.: The phone is in stock from what I show online. Usually if the phone is out of stock you would see a grey button saying out of stock instead of the green 'add to cart' button.
Unknown: So it should ship within 24 hours?
Unknown: as long as all my information is correct
Patricia A.: Yes, the order is processed same day provided that you submit the order before 4PM CST. The moment the order has been shipped to you, you'll receive an email confirmation with the tracking information as well.
Unknown: Thank you very much. And where might the phone ship from?
Patricia A.: Honestly, I'm not sure. I placed a couple of orders yesterday and all of them were shipped from Ft. Worth, TX. I'm not sure if that's because I live in Austin and purely coincidental or if that's actually where the warehouse is.
Unknown: So an order came in yesterday and shipped out the same day?
Unknown: That would be great if it shipped out today!
Patricia A.: Yes I can say that I placed 1 of my orders before 4PM CST, everything looked good on my order and it was processed same day. The next day I had a tracking number for my order and was able to see which sorting facility last had my package.

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Jul 3, 2013 12:42:06 PM
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Edited by ATTJulieCS on Jul 3, 2013 at 12:42:51 PM

Bsteiner36, I'm sorry you're not getting consistent information. I can only imagine how frustrating this has been for you. Will you please send a Private Message to us here at AT&T Customer Care? We have a great team of managers who will gladly help. Include your account number, full name, contact information and the best time you can be reached. One of our managers will be in touch as soon as possible. Please note that it can take up to 48 hours, depending on the volume. 

 

 


Rethink Possible

For account specific help, please send a private message to ATTCustomerCare

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Bsteiner36, I'm sorry you're not getting consistent information. I can only imagine how frustrating this has been for you. Will you please send a Private Message to us here at AT&T Customer Care? We have a great team of managers who will gladly help. Include your account number, full name, contact information and the best time you can be reached. One of our managers will be in touch as soon as possible. Please note that it can take up to 48 hours, depending on the volume. 

 

 


Rethink Possible

For account specific help, please send a private message to ATTCustomerCare

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

*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.

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Jul 3, 2013 2:51:07 PM
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Hi Bsteiner36,

 

We received your private message and one of our managers will be reaching out to you shortly.

 

Thanks!

 

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Hi Bsteiner36,

 

We received your private message and one of our managers will be reaching out to you shortly.

 

Thanks!

 

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Re: Why is the Samsung Galaxy S4 on back order

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Jul 3, 2013 8:48:20 PM
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I agree. If the phone is backordered for those who have placed an order on Sunday, how it is available to anyone who is attempting to buy now? I don't understand this either. I had placed an order for a couple of phones on Sunday and I have not seen any activity in my order status so far. I talked to the customer service a few times and one of the representatives said it could take anywhere from a week up to a month for the device to be shipped. 

 

When does the new plan/charges come into effect? The from date on which the order was placed or from the date the device is activated?

 

I agree. If the phone is backordered for those who have placed an order on Sunday, how it is available to anyone who is attempting to buy now? I don't understand this either. I had placed an order for a couple of phones on Sunday and I have not seen any activity in my order status so far. I talked to the customer service a few times and one of the representatives said it could take anywhere from a week up to a month for the device to be shipped. 

 

When does the new plan/charges come into effect? The from date on which the order was placed or from the date the device is activated?

 

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Jul 5, 2013 6:19:24 AM
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I am currently talking with someone from AT&T about the issue.  His name is Jeff and he is working to try to figure out what the issue is.  Currently they reported that my order did go through and that they are processing it.  However, it is really frustrating to hear that people purchasing a phone on Monday are getting their phones before i do who purchased it on Sunday.

 

This exact same issue happened when i purchased my Nexus 4 from google.  People ordered their phones and were still waiting for them to be shipped.  Then people who report putting in new orders and the phones were shipping instantly.  It was a huge mess.  I hope this is not the same type of issue.

 

Another issue i have is why was no one notified that the phone was on back order when we ordered them?  Wouldn't it make sense to say there will be delayed shipping on the phone since it was out of stock at the time?  

I am currently talking with someone from AT&T about the issue.  His name is Jeff and he is working to try to figure out what the issue is.  Currently they reported that my order did go through and that they are processing it.  However, it is really frustrating to hear that people purchasing a phone on Monday are getting their phones before i do who purchased it on Sunday.

 

This exact same issue happened when i purchased my Nexus 4 from google.  People ordered their phones and were still waiting for them to be shipped.  Then people who report putting in new orders and the phones were shipping instantly.  It was a huge mess.  I hope this is not the same type of issue.

 

Another issue i have is why was no one notified that the phone was on back order when we ordered them?  Wouldn't it make sense to say there will be delayed shipping on the phone since it was out of stock at the time?  

Re: Why is the Samsung Galaxy S4 on back order

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Jul 5, 2013 8:32:56 AM
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AT&T sales representatives are happy to assist you with your questions.

AT&T sales representatives will not have access to your personal account. This service is provided to you under AT&Ts terms and conditions

You are now chatting with Michele B., an AT&T sales representative.

Michele B.: Welcome to AT&T online Sales support.  How may I help you with placing your order today?

Brad: I am looking at the Samsung Galaxy S4 Black Mist 16gb

Michele B.: Hello, Brad! I'll be more than happy to assist you with your order today.

Michele B.: That's an excellent phone!

Brad: yes it is

Michele B.: And to be honest, probably the best smartphone on the market right now.

Michele B.: Glad you agree!

Brad: I was just checking to see if they are in stock currently

Michele B.: And they are indeed, Brad.

Michele B.: With a special Instant Saving with contract discount, which gives this amazing pieceof technology a price tag of only $199.99.

Michele B.: Would you like to add it to the cart?

 

This is becoming super frustrating.  Unless every single person that is doing online chat is a liar they have the phones in stock but making it painful for anyone who got a deal on them.  Is there something different about the $100 phones and the ones shipping after the 30th?  This is absolutely crazy to me.

AT&T sales representatives are happy to assist you with your questions.

AT&T sales representatives will not have access to your personal account. This service is provided to you under AT&Ts terms and conditions

You are now chatting with Michele B., an AT&T sales representative.

Michele B.: Welcome to AT&T online Sales support.  How may I help you with placing your order today?

Brad: I am looking at the Samsung Galaxy S4 Black Mist 16gb

Michele B.: Hello, Brad! I'll be more than happy to assist you with your order today.

Michele B.: That's an excellent phone!

Brad: yes it is

Michele B.: And to be honest, probably the best smartphone on the market right now.

Michele B.: Glad you agree!

Brad: I was just checking to see if they are in stock currently

Michele B.: And they are indeed, Brad.

Michele B.: With a special Instant Saving with contract discount, which gives this amazing pieceof technology a price tag of only $199.99.

Michele B.: Would you like to add it to the cart?

 

This is becoming super frustrating.  Unless every single person that is doing online chat is a liar they have the phones in stock but making it painful for anyone who got a deal on them.  Is there something different about the $100 phones and the ones shipping after the 30th?  This is absolutely crazy to me.

Re: Why is the Samsung Galaxy S4 on back order

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Jul 5, 2013 11:46:43 AM
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If I recall correctly there was a 50 percent off promotion running that ended 06/30

If I recall correctly there was a 50 percent off promotion running that ended 06/30

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Jul 5, 2013 11:50:49 AM
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That is correct there was a promotion for 50% off.  

 

What i am saying is why can i get a phone today for 199.99 and it is in stock and it will ship today. But if i purchased it for 100 on Sunday i have to wait because they are out of stock?  

That is correct there was a promotion for 50% off.  

 

What i am saying is why can i get a phone today for 199.99 and it is in stock and it will ship today. But if i purchased it for 100 on Sunday i have to wait because they are out of stock?  

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Jul 5, 2013 2:50:48 PM
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AT&T conatced me for a survey and you guess what would have been my ratings...

 

Finally I got a notified by AT&T by email that my phone was shipped out to me by 2 day shipping and I am expecting this to arrive by Tuesday next week. I don't know whether it is coincidental or anyway related to my comments during the survey! Anyways I could not wait to see and use the best in class wireless device.

 

AT&T conatced me for a survey and you guess what would have been my ratings...

 

Finally I got a notified by AT&T by email that my phone was shipped out to me by 2 day shipping and I am expecting this to arrive by Tuesday next week. I don't know whether it is coincidental or anyway related to my comments during the survey! Anyways I could not wait to see and use the best in class wireless device.

 

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Jul 5, 2013 4:11:51 PM
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After numerous calls and post in the forum my phone shipped today.  Coincidence?  I am not sure, but i am happy it is on its way and will be here Monday.  We will see if Jeff the sales rep i talked to its too thank.  

After numerous calls and post in the forum my phone shipped today.  Coincidence?  I am not sure, but i am happy it is on its way and will be here Monday.  We will see if Jeff the sales rep i talked to its too thank.  

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Jul 30, 2013 11:33:30 PM
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Edited by krelmore76 on Jul 30, 2013 at 11:34:16 PM

I placed my order for two Samsung Galaxy S4 on Monday. I specifically asked when my order would be shipped as we are anxious to receive them. The customer care rep I was talking to said that they would ship within 48 hours. It was not until tonight, 2 days later that my order number and info was available in MY ATT online account. And it says my entire order is on backorder.

 

It is upsetting to me that I was not told there was an issue with inventory due to promotions as I have now found out and that I was told I could expect them to ship in 48 hours. Also the fact that I have already been charged for something I may not even get for a month.

I placed my order for two Samsung Galaxy S4 on Monday. I specifically asked when my order would be shipped as we are anxious to receive them. The customer care rep I was talking to said that they would ship within 48 hours. It was not until tonight, 2 days later that my order number and info was available in MY ATT online account. And it says my entire order is on backorder.

 

It is upsetting to me that I was not told there was an issue with inventory due to promotions as I have now found out and that I was told I could expect them to ship in 48 hours. Also the fact that I have already been charged for something I may not even get for a month.

Re: Why is the Samsung Galaxy S4 on back order

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Jul 31, 2013 5:30:10 AM
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krelmore76 wrote:

I placed my order for two Samsung Galaxy S4 on Monday. I specifically asked when my order would be shipped as we are anxious to receive them. The customer care rep I was talking to said that they would ship within 48 hours. It was not until tonight, 2 days later that my order number and info was available in MY ATT online account. And it says my entire order is on backorder.

 

It is upsetting to me that I was not told there was an issue with inventory due to promotions as I have now found out and that I was told I could expect them to ship in 48 hours. Also the fact that I have already been charged for something I may not even get for a month.


that moght have been 48 business hours, the majority of onlime retils quote those instead of calendar hours


krelmore76 wrote:

I placed my order for two Samsung Galaxy S4 on Monday. I specifically asked when my order would be shipped as we are anxious to receive them. The customer care rep I was talking to said that they would ship within 48 hours. It was not until tonight, 2 days later that my order number and info was available in MY ATT online account. And it says my entire order is on backorder.

 

It is upsetting to me that I was not told there was an issue with inventory due to promotions as I have now found out and that I was told I could expect them to ship in 48 hours. Also the fact that I have already been charged for something I may not even get for a month.


that moght have been 48 business hours, the majority of onlime retils quote those instead of calendar hours

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