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Carrier AT&T - how long after Apple order cancellation is the line released for upgrade?

Branmonkey said:
24 hours and still nothing. Spoke to Apple and now their story is they have escalated the issue and hope to have it resolved in a few days. This is just silly! Thanks for holding on to my upgrade Apple... wow I will probably never use Apple ordering again. And my store is officially out of the phone. Cool!

Update - AT&T sees the reversal in progress but have said it takes 48 hours from the cancellation... so we'll be waiting another day! :(
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Eventually you might realize one day it’s a phone and not a big deal to wait a couple days.

Until then good luck.
 
Steve686 said:
Eventually you might realize one day it’s a phone and not a big deal to wait a couple days.

Until then good luck.
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Absolutely... and that is something I have been very mindful and this situation has helped me learn more about.

However, my more important point is around Apple being more clear on what really happens. It's been 36 hours since cancellation and they still have not sent to ATT the confirmation of cancellation, thus my upgrade is still not free to order again. This means specialists should A.) NEVER say it's easy to cancel and reorder and B.) they should have the ability to change a delivery options (which they have been begging for the ability to do). You'd think with the modernization of so many systems some of these things (12 phones later) would be fixed but nope. Notice this issue has been around since at least 2017.
 
Branmonkey said:
Absolutely... and that is something I have been very mindful and this situation has helped me learn more about.

However, my more important point is around Apple being more clear on what really happens. It's been 36 hours since cancellation and they still have not sent to ATT the confirmation of cancellation, thus my upgrade is still not free to order again. This means specialists should A.) NEVER say it's easy to cancel and reorder and B.) they should have the ability to change a delivery options (which they have been begging for the ability to do). You'd think with the modernization of so many systems some of these things (12 phones later) would be fixed but nope. Notice this issue has been around since at least 2017.
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Launches always have issues. Millions of transactions, no matter how automated or modernized, ultimately rely on a human to engage them. Mistakes will be made.

Be glad you don’t have to wait outside a store in line for a whole day just to get a phone. For me, clicking a few times and waiting for Fedex or UPS is pretty easy.
 
Steve686 said:
Launches always have issues. Millions of transactions, no matter how automated or modernized, ultimately rely on a human to engage them. Mistakes will be made.

Be glad you don’t have to wait outside a store in line for a whole day just to get a phone. For me, clicking a few times and waiting for Fedex or UPS is pretty easy.
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Yes... I would love to get to that stage... still can't order but yes definitely grateful this is how much I have to worry. Again though, I just hope this thread can serve to let people know to be more cautious when ordering at Launch and also save people time wasting it in queues and calls with Apple / AT&T (which most of them seem powerless).
 
Branmonkey said:
Yes... I would love to get to that stage... still can't order but yes definitely grateful this is how much I have to worry. Again though, I just hope this thread can serve to let people know to be more cautious when ordering at Launch and also save people time wasting it in queues and calls with Apple / AT&T (which most of them seem powerless).
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Hey, I'm in the same boat as you. I ordered the Pro in blue a few days ago on the Apple Store, but shipping was taking far too long so I cancelled when I saw there was stock at a local electronics store near me. I now have a $999 "upgrade fee" on my line; I was unable to upgrade in store and have called Apple and they said there's nothing they can do. Any updates on how your situation went? Anybody I should call? I cancelled yesterday so it hasn't been a full 24 hours...
Update: It's been 24 hours since cancelling, still seeing a $999 balance on my AT&T line.
 
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ledbylight said:
Hey, I'm in the same boat as you. I ordered the Pro in blue a few days ago on the Apple Store, but shipping was taking far too long so I cancelled when I saw there was stock at a local electronics store near me. I now have a $999 "upgrade fee" on my line; I was unable to upgrade in store and have called Apple and they said there's nothing they can do. Any updates on how your situation went? Anybody I should call? I cancelled yesterday so it hasn't been a full 24 hours...
Update: It's been 24 hours since cancelling, still seeing a $999 balance on my AT&T line.
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It took a week to get it released. Give it 48 hours and then you'll have to talk to Apple... they have to put in a request to have it released... that seems to get the job done. If not, you can talk to ATT. But give it some time. Funny enough I had to recently cancel an order on another line and the upgrade released right away, this was on a store pickup though so maybe that's why? But get ready to talk to both Apple and ATT daily!
 
Branmonkey said:
It took a week to get it released. Give it 48 hours and then you'll have to talk to Apple... they have to put in a request to have it released... that seems to get the job done. If not, you can talk to ATT. But give it some time. Funny enough I had to recently cancel an order on another line and the upgrade released right away, this was on a store pickup though so maybe that's why? But get ready to talk to both Apple and ATT daily!
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Oh boy, I was afraid of that. I appreciate the reply :) did you use any specific wording when asking Apple? I explained the situation to them and all I told them was that I had an upgrade fee for the phone I ordered on the line and that AT&T said that I had to call Apple (which is also true). I’ve talked to them 2-3 times and gotten various answers about “it takes 24-48 hours” “72 hours then try” and “I’m transferring you to Apple care where upgrades are handled” (the latter was closed when I called last night).
 
ledbylight said:
Oh boy, I was afraid of that. I appreciate the reply :) did you use any specific wording when asking Apple? I explained the situation to them and all I told them was that I had an upgrade fee for the phone I ordered on the line and that AT&T said that I had to call Apple (which is also true). I’ve talked to them 2-3 times and gotten various answers about “it takes 24-48 hours” “72 hours then try” and “I’m transferring you to Apple care where upgrades are handled” (the latter was closed when I called last night).
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YES! With Apple the wording is very much that I cancelled my order with you but the upgrade has not been released. AT&T needs you to confirm it has been cancelled and that you want the upgrade released. Just keep doing it over and over again.After 72 hours they won't have any excuses and they submit a form to have it released. It's insane.
 
Branmonkey said:
YES! With Apple the wording is very much that I cancelled my order with you but the upgrade has not been released. AT&T needs you to confirm it has been cancelled and that you want the upgrade released. Just keep doing it over and over again.After 72 hours they won't have any excuses and they submit a form to have it released. It's insane.
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Perfect, I’ll try this when I hit 48 hours. Thank you for all the help!
 
I just went through this hell with AT&T and Apple. It took 6 days and numerous phone calls and chat messages to both AT&T and Apple, which every rep told me to call the other company. Long story short, if you're going to upgrade an AT&T line on Apple.com, have your mind set on color/capacity/shipping method before you order.
 
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macphisto538 said:
I just went through this hell with AT&T and Apple. It took 6 days and numerous phone calls and chat messages to both AT&T and Apple, which every rep told me to call the other company. Long story short, if you're going to upgrade an AT&T line on Apple.com, have your mind set on color/capacity/shipping method before you order.
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Man, that’s terrible. Was there anything specific you said that helped them to finally kick it over? Or was it just waiting? Wanting to make sure I’m prepared for my battle this week lol
 
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It’s been about two days and I’m getting the run around. Apple is telling me to call AT&T, and AT&T is telling me to call Apple. So frustrating.
EDIT: I had a very nice person on the phone with me from Apple who, after an hour, finally found the eligibility reset request. Hoping this goes through. I also did a live chat with AT&T for kicks and giggles and they're doing an upgrade reversal (according to them it will take max 30 mins... so I'm really hoping for that).
 
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Hey I started a thread about this today not realizing this one existed. I ordered the 12 Pro on Friday and canceled this past Saturday. I am on day 5 and my account is still tied up. It has been an absolute nightmare. I have called Apple once a day and it took until today for them to process a request to release. AT&T has been the worst - I've spoken with them multiple times and today was on phone for 2.5 hours. They "escalated" it and apparently I should get an update tomorrow. This is beyond frustrating to me.
 
bill91 said:
Hey I started a thread about this today not realizing this one existed. I ordered the 12 Pro on Friday and canceled this past Saturday. I am on day 5 and my account is still tied up. It has been an absolute nightmare. I have called Apple once a day and it took until today for them to process a request to release. AT&T has been the worst - I've spoken with them multiple times and today was on phone for 2.5 hours. They "escalated" it and apparently I should get an update tomorrow. This is beyond frustrating to me.
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Yikes, I’m sorry, that sounds like mine. I’m hoping whatever eligibility request the Apple person put in for me works. I really don’t want to keep calling
 
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We will see tomorrow afternoon! All of my local stores now have availability so hopefully they stay stocked!
 
Finally got it reversed. Ordered last Friday, cancelled Monday, called AT&T and Apple every day. Apple sent an eligibility reset form on Wednesday, AT&T submitted a case to have the installment reversed yesterday. Not sure what went through but what a headache. Already re ordered at my local target for store pickup. Thanks for everyone’s help!
 
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Just cancelled on Att site since I ordered there because I saw target has a few in store. Will check tomorrow how long until I see I have my upgrade available. Hopefully real quick since I ordered with att
 
It took 3 days when I cancelled my Apple 12 Pro pre order so I could get the Max instead. I had to make a lot of phone calls to ATT and Apple and it finally went through. But, I don't blame ATT or Apple because I changed my mind and canceled.
 
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