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Carrier AT&T giving me hard time to reverse my upgrade after cancelled order

G

GadgetGeek407

macrumors 6502a
Original poster
Mar 26, 2009
994
61
florida
I just called ATT and the lady was rude she said could not see in the system that i returned phones and I tried to explain how i placed an order on apple.com which has been cancelled and I needed to restore/reverse my upgrade so I can buy it at the store this morning, she was clueless

can someone help in terms of what department they talked to and what I should say cause she had NO IDEA
 
It is likely it could take several days for it to reverse.

The "lady" in tech support would also NOT have the power to make it happen sooner.

You will have to wait
 
When you cancelled your apple order it probably told you that it can take up to 48 hours for your upgrade to reset.
 
Just call and talk to someone in the upgrade department. Just tell them you canceled and want a reverse upgrade. They'll do it for you. If you get a useless rep, hang up and call again until someone helps you. I had to call twice to get it done. Just tell them you need it fixed fast so you can order a phone.
 
Or just visit an AT&T store. They are usually more helpful than the phone people.
 
BigB82 said:
On the phone now she said she cant see my order was cancelled, god this is annoying
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Perhaps Apple's systems haven't updated AT&T with the information that your apple.com order has been cancelled?

When did you cancel it?
 
Don't take this the wrong way but I'm happy this happened. I find it deplorable that people would cancel an online order due to impatience. Although at times I considered doing this myself I decided it just was not the right thing to do. You disrupt the supply chain for not only yourself but someone else who would gladly wait the extra few days to get product by mail. Plus you also create a line at the store. So you mess everyone up. This also increases costs in the supply chain which lead to higher prices for end users. Frankly I wish carriers would mandate a 2-week (or greater) cool down period to avoid this nonsense.
 
BigB82 said:
On the phone now she said she cant see my order was cancelled, god this is annoying
Click to expand...

Seems like you need to be talking to Apple to verify that the order is indeed cancelled and also that the info was conveyed to AT&T.
 
Lucille Carter said:
Are you positive you got the first order cancelled?
Click to expand...


Yeah, I'd double check and make sure it's cancelled.

Several of us here in the forums (me included) cancelled and were able to reorder in like ten minutes. I'd suspect it's more likely the cancellation didn't go through than having to wait the 48 hours when others are seeing results in minutes.
 
Steviejobz said:
Don't take this the wrong way but
Click to expand...

Whenever anyone says "Don't take this the wrong way", that really means its about to be taken the wrong way :D

But I do agree with you. I'm sorry that the person is having difficulties, but when one plays games like this, then usually it will blow up in their face. If a few did this, it wouldn't matter. But when thousands of hundreds of thousands do this, plus throw in scalpers, it just makes it harder for everyone else. Selfishness instead of patience.
 
Steviejobz said:
Don't take this the wrong way but I'm happy this happened. I find it deplorable that people would cancel an online order due to impatience. Although at times I considered doing this myself I decided it just was not the right thing to do. You disrupt the supply chain for not only yourself but someone else who would gladly wait the extra few days to get product by mail. Plus you also create a line at the store. So you mess everyone up. This also increases costs in the supply chain which lead to higher prices for end users. Frankly I wish carriers would mandate a 2-week (or greater) cool down period to avoid this nonsense.
Click to expand...

Agreed. You decided to order online instead of going to the store. Next time you know to camp out like the rest of us that wants the phone early.
 
Steviejobz said:
I find it deplorable that people would cancel an online order due to impatience.
Click to expand...
I don't see why a customer shouldn't be able to do so for whatever reason as long as it fits in with the vendor's policies. Timeliness matters in some cases and it's really not up to you to determine what's valid or not unless it's your own business in question.

Disruption entirely depends on the timing of the cancellation. Having to go through the return process once the product is shipped isn't any less of a problem, for example.
 
Give it time, yes some people got quicker notification but its not ATT's fault (yet) that. They need apple to tell them the order was cancelled.
 
takeshi74 said:
I don't see why a customer shouldn't be able to do so for whatever reason as long as it fits in with the vendor's policies. Timeliness matters in some cases and it's really not up to you to determine what's valid or not unless it's your own business in question.

Disruption entirely depends on the timing of the cancellation. Having to go through the return process once the product is shipped isn't any less of a problem, for example.
Click to expand...

I agree with you. As long as the customer's actions don't violate the company's return policies, what difference does it make?

The OP never even took delivery of the order.

I've cancelled orders for various products in the past. Found it in a store, saw a better price/faster shipping elsewhere online, etc.

I only take issue with people buying phones on launch day, fully aware that they plan to "borrow" them and return them later for another size/color, etc.

Yes, it is allowed. But, is it ethical?

I would not feel right doing so.

I bought a Space Gray on launch day. Loved the look, was really sharp with my brown leather case. By Sunday, I realized why I quit buying black faced phones when white iPhone 4 came out. I can not STAND the way I have to keep wiping down the screen from all the highly-visible smudges!

I returned it after I snagged a white/silver on Monday. Felt bad about it, but it's a phone I have to use for the next year, at minimum.
 
i read on this forum that people were getting upgrades reset automatically in a matter of minutes from after they cancel on aaple.com

when i called att they even offered to call up apple to help me cancel my order and they would reset the upgrade instantly.

u got a bad apple on the phone. just hang up and redial to get someone else
 
takeshi74 said:
I don't see why a customer shouldn't be able to do so for whatever reason as long as it fits in with the vendor's policies. Timeliness matters in some cases and it's really not up to you to determine what's valid or not unless it's your own business in question.

Disruption entirely depends on the timing of the cancellation. Having to go through the return process once the product is shipped isn't any less of a problem, for example.
Click to expand...

I guess the vendor policy is what I think needs to be looked at more closely. nearly 10 million phones across continents and people cancelling to save a few days is likely more trouble than it is worth and probably one of the reasons Apple quickly cancelled the in-store reservation system. Not to mention the ultimate user frustration when the upgrade doesn't get reset, etc. Like in the case of the OP.

----------
bunnicula said:
I only take issue with people buying phones on launch day, fully aware that they plan to "borrow" them and return them later for another size/color, etc.

Yes, it is allowed. But, is it ethical?

I would not feel right doing so.
Click to expand...

Well it is hard to prove intentions and as adults, we need to make the decision of order online = get phone in a week or take chance with waiting on line. The online order system should not be used as a hedge. Especially during peak demand times for a newly launched product. AT&T and other carriers can and should put an end to restoring upgrades so quickly which will help everyone in the end.

----------
Rafterman said:
Whenever anyone says "Don't take this the wrong way", that really means its about to be taken the wrong way :D
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Lol. Sort of like when people say "with all due respect..."
 
BigB82 said:
I just called ATT and the lady was rude she said could not see in the system that i returned phones and I tried to explain how i placed an order on apple.com which has been cancelled and I needed to restore/reverse my upgrade so I can buy it at the store this morning, she was clueless

can someone help in terms of what department they talked to and what I should say cause she had NO IDEA
Click to expand...

My friend did this on Monday. He called att, they transferred him to apple, apple transferred him to att, you get the idea. Finally, he got them both on the phone at the same time and an iT guy joined the call on att side at some point and reset it. My friend said it took over an hour. But it CAN be done.
 
Yet another prime example for the AT&T works great for me crowd.

'When' something goes wrong with an AT&T service, you are given the runaround.

No wonder these clowns are rated dead last for customer service.
 
aka777 said:
Yet another prime example for the AT&T works great for me crowd.

'When' something goes wrong with an AT&T service, you are given the runaround.

No wonder these clowns are rated dead last for customer service.
Click to expand...

This is not directed at the AT&T situation in particular but good customer service does not always make up for crappy service.
It just doesn't.
I'll take zero problems over well-handled problems any day.
 
aka777 said:
Yet another prime example for the AT&T works great for me crowd.

'When' something goes wrong with an AT&T service, you are given the runaround.

No wonder these clowns are rated dead last for customer service.
Click to expand...

no, its the OP

it takes a few days to process a cancelled order to free up an upgrade
 
Gjwilly said:
This is not directed at the AT&T situation in particular but good customer service does not always make up for crappy service.
It just doesn't.
I'll take zero problems over well-handled problems any day.
Click to expand...

Actually, Apple's #1 selling point is their excellent customer service. In the age of cheap and nasty and indifferent attitudes, CS is very important to a lot of buyers.

Well, AT&T does not rank highly network wise either. Their network is significantly smaller than Verizon and their LTE footprint is a joke. In fact, they have so few customers on LTE that they can claim faster speeds.
 
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