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Apples cancels order??

Apple web store confusion - what to do?

I placed an order with store.apple.com for one of our three family plan lines that was eligible for upgrade. Order went through just fine but I never got a confirmation email even after talking to an apple rep on the phone at the end of the transaction.

The next day, my order status (which I can only see with the order number, NOT my Apple ID), reads 'Action Required! Call....'

Yesterday I called (sat on hold for 30 min) and was assured that all was well, credit card cleared, order was progressing fine. Requested re-send on confirmation email. Confirmed correct email address. Now 24 hours later, still no email and still showing 'Action Required!'

Just tried calling Apple and the automated system kicked me out without even allowing me to wait on hold.
 
My order from Apple went from Not Yet Shipped to Prepared for Shipment back to Not Yet Shipped, no cancelation email from Apple, nothing else, still states ships 6/24. At this point don't really know what to expect. What I've read if it is going to be cancelled it will be the fault of AT&T, if so maybe I should just wait till fall and go with Verizon.
 
bmwhd said:
I placed an order with store.apple.com for one of our three family plan lines that was eligible for upgrade. Order went through just fine but I never got a confirmation email even after talking to an apple rep on the phone at the end of the transaction.

The next day, my order status (which I can only see with the order number, NOT my Apple ID), reads 'Action Required! Call....'

Yesterday I called (sat on hold for 30 min) and was assured that all was well, credit card cleared, order was progressing fine. Requested re-send on confirmation email. Confirmed correct email address. Now 24 hours later, still no email and still showing 'Action Required!'

Just tried calling Apple and the automated system kicked me out without even allowing me to wait on hold.
Click to expand...

I got one too it was put on there because they needed my to agree to the terms and conditions which is what they probably want you to do,you need to go to this website-abs2.apple.com/tcat/ and under email address put your email and under sales order #put the # you received on the confirmation email not the web order # that starts with a W then hit continue then agree to terms and conditions and that should take care of everything and that Action Required will shortly be taken off your order.
 
tkmcguire1 said:
found out on the 16th it had gone through but needed me to call because they coudn't get cc authorization, even though the day before they couldn't find it and didn't think it had and told me to order with Apple since they were sold out but they couln't charge my card,since i had already ordered with apple i cancelled the order with ATT
Click to expand...

Dang, sorry. You are well and truly hosed.
 
inthecup said:
My order from Apple went from Not Yet Shipped to Prepared for Shipment back to Not Yet Shipped, no cancelation email from Apple, nothing else, still states ships 6/24. At this point don't really know what to expect. What I've read if it is going to be cancelled it will be the fault of AT&T, if so maybe I should just wait till fall and go with Verizon.
Click to expand...

that means it's been denied by carrier. call at&T and say your apple order was denied by carrier and you want to know why and how you can fix.
 
gadgetfreaky said:
that means it's been denied by carrier. call at&T and say your apple order was denied by carrier and you want to know why and how you can fix.
Click to expand...

So what do you think will happen, Apple cancels it, contacts me, or status just stays Not Yet Shipped? Thanks for the info.
 
tkmcguire1 said:
I got one too it was put on there because they needed my to agree to the terms and conditions which is what they probably want you to do,you need to go to this website-abs2.apple.com/tcat/ and under email address put your email and under sales order #put the # you received on the confirmation email not the web order # that starts with a W then hit continue then agree to terms and conditions and that should take care of everything and that Action Required will shortly be taken off your order.
Click to expand...

Thanks but the problem is I never got an email with a sales order number.

I'm sitting on hold again (30 min so far) with Apple now. Very frustrating.

EDIT: All's well. they had the wrong email address (for the 2nd time).
 
wirelessmacuser said:
The problem is simply one of excessive demand. This is why Apple has a new disclaimer in the fine print, this year. Reserving for in store pickup is misleading. Read the disclaimer, and we learn that a reservation does _not_ reserve a phone. We are simply added to a list of names. If we want a phone, it's first come, first served. So unless we camp out so we get in the store before they run out, we lose.

After I read that, I decided or preorder.
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My local Apple store said they would have a phone held for me. I hope they're right because my pre order was cancelled by Apple.
 
We thought it was our unpaid bill (thought it was due the 20th/today, it was due the 15th). So we paid it. Then, we called (hoping miraculously that our order could be reinstated), but we learned that it had nothing to do with that.

Because of AT&T's server issues on June 15th, they "recorded" our order - TWICE. So, we then had four iphones ordered, and there was a 2-per-household limit.

So, instead of just reducing it to the 2 per household - they canceled our entire order.

http://www.nathaniajohnson.com/iphone-4-cancelations-why-it-happened
 
here my situation ordered through APPLE, not att

just had my ordered canceled

i called apple they blamed att told to call att, i called att they blamed apple, then the att rep calls apple while i'm on hold, she comes back and says bcuz they sold out of the phone, and that after they the total number ordered phone were tallied, they started canceling the orders that miss the cut
 
gilbo said:
here my situation ordered through APPLE, not att

just had my ordered canceled

i called apple they blamed att told to call att, i called att they blamed apple, then the att rep calls apple while i'm on hold, she comes back and says bcuz they sold out of the phone, and that after they the total number ordered phone were tallied, they started canceling the orders that miss the cut
Click to expand...

What was your status before ordering? Not yet shipped or Prepared for shipment? How many did you order?
 
gilbo said:
she comes back and says bcuz they sold out of the phone, and that after they the total number ordered phone were tallied, they started canceling the orders that miss the cut
Click to expand...

So let me get this strait. The people who got orders in before the July 2nd people get their orders canceled so they can re-order to get them by the end of july. Mmm-k. Makes perfect sense to me.
 
tasslehawf said:
So let me get this strait. The people who got orders in before the July 2nd people get their orders canceled so they can re-order to get them by the end of july. Mmm-k. Makes perfect sense to me.
Click to expand...

I'm refusing to believe that that's what happened, that would be way too wrong for words.

Besides, there were those who reported that their original ship date of the 24th was bumped, so they could have bumped them all.
 
Any of you guys with cancelled orders get your upgrade eligibility back yet? I'm still waiting here, two days later...
 
Got my eligibility back yesterday. AT&T was really cool about.

Unfortunately, I found out that my reservation isn't really a reservation. The Apple phone support guy got me on a waiting list at the Apple store (for people who had their orders canceled by Apple). The guy at the domain said that corporate hasn't told them yet what they're going to do with those people but that they would be calling us before Thursday to let us know.

If I don't get a call or if it's going to be after 24th, I guess I'll be getting into the non-reservation line at 5am.
 
Did anyone else get this email? I'm wondering if its true. I went ahead and ordered again and emailed- I'll see what happens!

Dear Apple Store Customer,

As we advised in our last communication to you, your recent order for an iPhone 4 was canceled.

We were unable to complete your order due to an issue with your AT&T account status. Please contact AT&T at 800-331-0500 or visit www.att.com/wireless to resolve this issue. You can check your current AT&T account status and eligibility here.

Once this issue is resolved, you can place a new order. When you have completed your order, please email us at applestoreinfo@apple.com with both your previous Web Order Number and your new Web Order Number and we will ensure every effort is made to expedite your shipment.

We would like to apologize for any inconvenience this issue has caused.

For the most up-to-date information on your order, please visit Apple Order Status.

Sincerely,
The Apple Store Team
 
chhhrrriiisss said:
Did anyone else get this email? I'm wondering if its true. I went ahead and ordered again and emailed- I'll see what happens!

Dear Apple Store Customer,

As we advised in our last communication to you, your recent order for an iPhone 4 was canceled.

We were unable to complete your order due to an issue with your AT&T account status. Please contact AT&T at 800-331-0500 or visit www.att.com/wireless to resolve this issue. You can check your current AT&T account status and eligibility here.

Once this issue is resolved, you can place a new order. When you have completed your order, please email us at applestoreinfo@apple.com with both your previous Web Order Number and your new Web Order Number and we will ensure every effort is made to expedite your shipment.

We would like to apologize for any inconvenience this issue has caused.

For the most up-to-date information on your order, please visit Apple Order Status.

Sincerely,
The Apple Store Team
Click to expand...

Hmm. But I can't imagine the priority will get you in before mid to late july.

This is what my 3 emails from yesterday said:


Dear Customer,

We were unable to complete the authorization process for your iPhone
order. As a result, we had to cancel your iPhone order. To complete the
purchase of your iPhone, please visit an Apple Retail Store or an AT&T
company-owned retail store.

To locate an Apple Retail Store near you, please visit
<http://www.apple.com/retail/storelist/>.

We apologize for this inconvenience.

Sincerely,
Apple Online Store Team

Answers to many Apple Online Store questions can be found at Online
Help: <store.apple.com/us/help>
 
I got the same email and followed the instructions to the T. I called ATT and got a real helpful rep who was aware of the issue. He checked my status and affirmed I was OK there. We couldn't pinpoint the exact cause of the denial before, but it was one of two things that he made some tweaks to, one being my FAN discount.

I placed a new order which went through with no problem. I emailed the old and new order numbers to the email address specified.

Now we wait. I'm hoping they will expedite the order so I'll get it sooner than if I just placed another order without them reconciling it to the original order.
 
I now have confirmed shipments inbound from both Apple and AT&T, both at subsidized prices charged to my credit cards (I used different ones...one debit, one credit), both on the the same line. I'm not sure what I'm going to do with the spare phone yet, likely return it, maybe take a friend in with me during the return who wants to turn around and buy it....not sure how two orders on the same line impacts my account to be honest. But I'll figure that out when I get there.

For now, two orders, two charges, two shipments inbound confirmed....one telephone line.

Clearly their own checks and balances are fubar'd. I should have at least one of these orders cancelled automatically, dont you think?
 
ReallyBigFeet said:
I now have confirmed shipments inbound from both Apple and AT&T, both at subsidized prices charged to my credit cards (I used different ones...one debit, one credit), both on the the same line. I'm not sure what I'm going to do with the spare phone yet, likely return it, maybe take a friend in with me during the return who wants to turn around and buy it....not sure how two orders on the same line impacts my account to be honest. But I'll figure that out when I get there.

For now, two orders, two charges, two shipments inbound confirmed....one telephone line.

Clearly their own checks and balances are fubar'd. I should have at least one of these orders cancelled automatically, dont you think?
Click to expand...

Why did you order two?
 
mateen110 said:
Well crap. I got the OOPS! message on my order, and I only ordered one! You are scaring me!
Click to expand...

same issue here. had 2 orders not go through and one that did. Later in the night got 3 emails from apple confirming orders so i canceled 2. Today i get an email saying my order was canceled. Call at&t they tell me its apples issue. Go to apple, they tell me its At&T's issue. So finally after 6 hours, one of the orders i canceled was the one that redid my elegability and i had to get a new sim card. Now im out of this batch and have to reorder. bs
 
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