She confirmed that "quite a few" phones that were supposed to ship within the 10/22 window hadn't gone out, as we've heard from several in this thread. As she put it, they're trying to get them out asap, but obviously the supply is falling behind their estimates, and they don't have exact delay timeframes.
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She also mentioned that there are separate stocks for Premier and non-Premier customers, so depending on the ratio of orders, either side could get theirs sooner or later than the other.
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While she wouldn't expressly confirm that AT&T had dropped the ball on the preorders compared to the other carriers, she did point out that they had encouraged as many customers as possible to upgrade, making it easier than ever to do so. Combined with all of us who started with AT&T when they had exclusive rights to the iPhone, it seems like there were far more people getting the iPhone 6 with AT&T. Whether AT&T failed to anticipate the number of orders or Apple failed to give them enough, who knows. But that would explain why it seems like so many more AT&T customers are waiting longer than anyone else.
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Regarding canceling a preorder to pick one up in an Apple or third-party store, she explained that there were actually 4 different stages within the "Processing" stage of the order, and at some point, the system will no longer allow the order to be canceled, meaning that eligibility for subsidized pricing will not show up. Of course, being AT&T, there is no way to check whether your order is at that stage without actually trying to cancel the order and seeing if it works or not, so unless you have plenty of time to kill, forget about reserving a phone for pickup and assuming you can cancel your preorder from the store immediately.
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On a side note, after I tried to do just that, I spoke with an Apple manager who informed me that their system won't allow you to reserve a phone by paying full price, than canceling it and buying it under subsidized pricing after arriving at the store and canceling your AT&T preorder. I know a few people have posted about doing something similar here, so I can't say for sure that it's impossible, but be advised. (As luck would have it, my call with Apple dropped just before getting a confirmation number, and when I called back there was no record of my order or stock of the phones left in store. I'm not sure if that was bad luck or good luck.)
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Last, while Premier support cannot make adjustments or credits on your bill, she recommended talking to the billing department about the possibility of getting some sort of compensation for the inconvenience. That hasn't worked for me so far (our upgrade fees were waived from the beginning for being "good long-time customers"), but worth another shot, I guess.
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She also mentioned that there are separate stocks for Premier and non-Premier customers, so depending on the ratio of orders, either side could get theirs sooner or later than the other.
----------
While she wouldn't expressly confirm that AT&T had dropped the ball on the preorders compared to the other carriers, she did point out that they had encouraged as many customers as possible to upgrade, making it easier than ever to do so. Combined with all of us who started with AT&T when they had exclusive rights to the iPhone, it seems like there were far more people getting the iPhone 6 with AT&T. Whether AT&T failed to anticipate the number of orders or Apple failed to give them enough, who knows. But that would explain why it seems like so many more AT&T customers are waiting longer than anyone else.
----------
Regarding canceling a preorder to pick one up in an Apple or third-party store, she explained that there were actually 4 different stages within the "Processing" stage of the order, and at some point, the system will no longer allow the order to be canceled, meaning that eligibility for subsidized pricing will not show up. Of course, being AT&T, there is no way to check whether your order is at that stage without actually trying to cancel the order and seeing if it works or not, so unless you have plenty of time to kill, forget about reserving a phone for pickup and assuming you can cancel your preorder from the store immediately.
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On a side note, after I tried to do just that, I spoke with an Apple manager who informed me that their system won't allow you to reserve a phone by paying full price, than canceling it and buying it under subsidized pricing after arriving at the store and canceling your AT&T preorder. I know a few people have posted about doing something similar here, so I can't say for sure that it's impossible, but be advised. (As luck would have it, my call with Apple dropped just before getting a confirmation number, and when I called back there was no record of my order or stock of the phones left in store. I'm not sure if that was bad luck or good luck.)
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Last, while Premier support cannot make adjustments or credits on your bill, she recommended talking to the billing department about the possibility of getting some sort of compensation for the inconvenience. That hasn't worked for me so far (our upgrade fees were waived from the beginning for being "good long-time customers"), but worth another shot, I guess.
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All- I got my shipping info about 18 hours after they charged my card. Looks like I'll have the phone Monday sometime.