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I don't know how much longer I can wait!

I stood in line for 3 hours on Friday only to have to place an order for an iPhone 3G 16 GB Black. I was told it would be at the store on Monday (tomorrow). Then I got an email saying it was backordered for 5-7 days. I can't take it! Seeing all these people with their beautiful iPhone 3Gs. If I watch one more unboxing video I think I'll be sick! :'( AT&T, WHY DID YOU HAVE TO SCREW ME OVER!
 
Hey, so much for:

"They won't sell out"

"I was able to waltz in the next day and pick one up in 10 minutes last year! We should be able to this year."

"They'll be plenty to go around, don't worry."
AT&T Sold out last year, too. Apple, for the most part, didn't -- the same si true this year.

Last year really was easy to get a phone -- the local store took 3-4 mins per customer, and the 300+ person line was gone by 7:30-8pm. AT&T's insistence on activating contracts before you could leave really screwed the system up.

I stood in line for 3 hours on Friday only to have to place an order for an iPhone 3G 16 GB Black. I was told it would be at the store on Monday (tomorrow). Then I got an email saying it was backordered for 5-7 days. I can't take it! Seeing all these people with their beautiful iPhone 3Gs. If I watch one more unboxing video I think I'll be sick! :'( AT&T, WHY DID YOU HAVE TO SCREW ME OVER!
Dude, it's a bit of luxury tech, nobody "screwed" you. So you can't have instant gratification -- you're not paying for something you can't use, and no one is holding your family and friends hostage until the iPhone comes via overnight FedEx. Learn to be patient and all will be right with the universe.
 
I waited 3 1/2 hours Friday night at San Fran Apple store and when it was finally my turn the AT&T network was down and I had to go back next day to pick up my iPhone.

At least the Apple store took my name down so next day I just went right up to the front of the line.

I would have waited a week to buy the phone if not because my original iPhone had been broken for a couple weeks at that time.
 
Three hours a day

I took a personal day on friday and waited in a line at AT&T for 3 hours and when there were only five guys in front of me they sold out!!!:mad:!!!!:mad:!!!

I then waited for 2 more hours at an Apple store and then they said they had more shipments in tomorrow...:mad:

To make it worse i come back the next day early in the morning like an 1:45 before the mall opens and when i got there there was a huge line wrapped around the mall....

Apple is pissing me off I dont understand how hard it is to ship more phones out on your release date. I have been loyal to Apple for years and they repay me by making me wait three hours in each line for the iPhone the worst part is im still going to buy it:rolleyes:
 
My iPhone 3G Horror Story - Must read

For the last several days, I've had the worst customer support from both Apple and AT&T. Let me start from the beginning.

I waited in line for my iPhone on June 29th of last year, and now it's been a year past and I was of course eligible for the upgrade to the iPhone 3G. I got my first-gen iPhone home activated at home - and BOOM it works, makes calls, has great service and everything else.

It's June 11th, 8:00 I'm 5th in line at my local Apple store, first group of people in (10 at a time) We enter the store, Apple employee's clapping, etc.
I continue to the front of the store, tell the guy at the counter I want the 16Gb white iPhone, he asks some questions about account info and that's done. He then opens the box without turning it on let's me take it out, and adore it. Snagged several accessories and AppleCare. We the proceeded to another employee who plugged my iPhone into iTunes on a Macbook Pro in store. He connected the phone to the store's WiFi and let me set up my mail account, and that's it. They tell me wait 6-8 hours for activation and now my older iPhone is deactivated too.

I leave the store thinking it all went nice and perfect. WRONG. I get home I plug it into iTunes and sync my information and music. Fast forward to 8pm (12 hours after purchase) the phone just reads "No Service" in the upper left. I called AT&T and Apple reps multiple times to go through trouble shooting steps, which didn't solve the problem at all. One Apple rep even told me to keep the phone plugged in to iTunes overnight since the activation was taking a while, and If I undock from iTunes it "places me at the end of the queue" RIGHT.

I wake up the next morning, phone still reads "No Service" it was plugged in just like the rep said to do, the whole night. I take out the phone for testing, and to no surprise the phone does not work on the way to Bonefish Grill (10 miles from my house, right on Route 1 in Iselin, NJ near Best Buy) I have no service there either.

*The iPhone has service at the Mall, so thus making my problem much more difficult, they think there is nothing wrong*

I decided to give the AT&T store a visit, they must know something right? NO. I walked by and still saw a long line at Apple, looping around the bend of the stores, entered the AT&T store across the way from the Apple store at Menlo Park Mall. Eric, was the reps name. I told him my problem and he then said let's replace the SIM card, it could be bad. He replaced the SIM card and changed the IMEI number. I walked out thinking my phone was fixed, went home and NOTHING. Still have the "No Service" text on the top left of my screen.

I went back to the same guy, he says I can't do anything for you, go across to the Apple store - Apple couldn't do anything there they had a long line and told me to schedule an appointment (which I did) the next appointment available was Monday. (keep in mind, this was Saturday) So now I can't get any service or any help about my problem for 2 more days. There's no excuses for that.

Keep in mind, the iPhone 3G has been reset, restored, gone through all troubleshooting steps and turned 3G off, and still nothing, not even Edge. I've tried turning Airplane Mode on to cycle the network, and that didn't do jack. My first gen iPhone worked in my home, and everywhere else.

Another interesting bit: I have an AT&T Treo for business and when put in the same location the Treo connects to 3G while the iPhone still displays "No Service" I also tried a little experiment:

• I removed the SIM card from the iPhone 3G and placed in the Treo.
What happened? It can make calls from my number, and gets service.
• I removed the SIM card from the Treo and placed it into the iPhone 3G.
What happened? It can't make calls from the Treo's number.

The hardest part Monday is going to be explaining to Apple this, because the iPhone has service (not 3g though) in the mall where the store is located. Should I ask them for a new phone? Is it possible I have a defective iPhone?

IMAGE: http://h4xr.org/jx1p
 
For the last several days, I've had the worst customer support from both Apple and AT&T. Let me start from the beginning.

I waited in line for my iPhone on June 29th of last year, and now it's been a year past and I was of course eligible for the upgrade to the iPhone 3G. I got my first-gen iPhone home activated at home - and BOOM it works, makes calls, has great service and everything else.

It's June 11th, 8:00 I'm 5th in line at my local Apple store, first group of people in (10 at a time) We enter the store, Apple employee's clapping, etc.
I continue to the front of the store, tell the guy at the counter I want the 16Gb white iPhone, he asks some questions about account info and that's done. He then opens the box without turning it on let's me take it out, and adore it. Snagged several accessories and AppleCare. We the proceeded to another employee who plugged my iPhone into iTunes on a Macbook Pro in store. He connected the phone to the store's WiFi and let me set up my mail account, and that's it. They tell me wait 6-8 hours for activation and now my older iPhone is deactivated too.

I leave the store thinking it all went nice and perfect. WRONG. I get home I plug it into iTunes and sync my information and music. Fast forward to 8pm (12 hours after purchase) the phone just reads "No Service" in the upper left. I called AT&T and Apple reps multiple times to go through trouble shooting steps, which didn't solve the problem at all. One Apple rep even told me to keep the phone plugged in to iTunes overnight since the activation was taking a while, and If I undock from iTunes it "places me at the end of the queue" RIGHT.

I wake up the next morning, phone still reads "No Service" it was plugged in just like the rep said to do, the whole night. I take out the phone for testing, and to no surprise the phone does not work on the way to Bonefish Grill (10 miles from my house, right on Route 1 in Iselin, NJ near Best Buy) I have no service there either.

*The iPhone has service at the Mall, so thus making my problem much more difficult, they think there is nothing wrong*

I decided to give the AT&T store a visit, they must know something right? NO. I walked by and still saw a long line at Apple, looping around the bend of the stores, entered the AT&T store across the way from the Apple store at Menlo Park Mall. Eric, was the reps name. I told him my problem and he then said let's replace the SIM card, it could be bad. He replaced the SIM card and changed the IMEI number. I walked out thinking my phone was fixed, went home and NOTHING. Still have the "No Service" text on the top left of my screen.

I went back to the same guy, he says I can't do anything for you, go across to the Apple store - Apple couldn't do anything there they had a long line and told me to schedule an appointment (which I did) the next appointment available was Monday. (keep in mind, this was Saturday) So now I can't get any service or any help about my problem for 2 more days. There's no excuses for that.

Keep in mind, the iPhone 3G has been reset, restored, gone through all troubleshooting steps and turned 3G off, and still nothing, not even Edge. I've tried turning Airplane Mode on to cycle the network, and that didn't do jack. My first gen iPhone worked in my home, and everywhere else.

Another interesting bit: I have an AT&T Treo for business and when put in the same location the Treo connects to 3G while the iPhone still displays "No Service" I also tried a little experiment:

• I removed the SIM card from the iPhone 3G and placed in the Treo.
What happened? It can make calls from my number, and gets service.
• I removed the SIM card from the Treo and placed it into the iPhone 3G.
What happened? It can't make calls from the Treo's number.

The hardest part Monday is going to be explaining to Apple this, because the iPhone has service (not 3g though) in the mall where the store is located. Should I ask them for a new phone? Is it possible I have a defective iPhone?

So all in all the activation wasn't the problem, right? Your phone is activated but you just aren't getting service?

It does sound like you could have a dud, perhaps a bad antenna or so. So you have another AT&T phone and it gets perfect reception at home? Really sounds liek you got a bad one. I wouldn't even wait until Monday, I would walk right into the store you bought it from and demand an exchange because it's broken. Tell them they can double check with AT&T that you have trouble with this device and if they start giving you any grief just start stomping you feet and throw a little hissy fit in full view of other potential iPhone customers, that ought to do the trick.

I wish you good luck, I really hope you get this resolved.
 
So all in all the activation wasn't the problem, right? Your phone is activated but you just aren't getting service?

It does sound like you could have a dud, perhaps a bad antenna or so. So you have another AT&T phone and it gets perfect reception at home? Really sounds liek you got a bad one. I wouldn't even wait until Monday, I would walk right into the store you bought it from and demand an exchange because it's broken. Tell them they can double check with AT&T that you have trouble with this device and if they start giving you any grief just start stomping you feet and throw a little hissy fit in full view of other potential iPhone customers, that ought to do the trick.

I wish you good luck, I really hope you get this resolved.

The only person that has said something that makes sense! Thanks! I think it is def a dud, check this out. Here is a photo of my Treo and iPhone side by side. http://h4xr.org/jx1p
 
I really think :apple: and AT$T failed to think this one through. Unacceptable stock levels at all AT$T stores was their first mistake. Then I find it ridiculous for apple to offer upgades to current iPhone customers but not have the ability to access your full account and perform necessary task to accommodate those customers.

My girlfriend and I both have iPhones on the family talk plan. Her phone was recently dropped and broke. All we want to do is upgrade my phone to the 3G and then transfer her info from her busted iPhone sim to my old iPhone sim. No big deal right? They told me that I had to go to an AT&T store to do that. Why, when they are activating phones there on the spot and AT$T have no freakin phones?:rolleyes:

Which brings me to my final point. Why are we activating in the store the first place. It is no wonder that the line today at the Florida Mall was just as long as it was two days ago, and making us wait outside like lepers I might add. It was so efficient with the first gen iPhone...why did they kill that?

I love apple it would take a lot more to make me stop buying Apple products...but lately with Apple's quality control just about non existent, MBP gpu's and lcd's failing, including my one year old SR MBP (on my third LCD and gpu spitting out artifacts and blank screens upon wakeup :mad:), unprofessional delivery of the iPhone and release of an extremely buggy 2.0, and this thing about always keeping us in the freaking dark about everything, I am really getting fed up.:(
 
Isn't some this childish?

I can understand the excitement over the iPhone 3G and I plan on purchasing one once things calm down and the bugs are fixed. Where do people find the time to wait for days or hours just to get the phone? Despite all the planning in the world, there are going to be system hiccups when that many people demand the phone on the first day. It seems like people are gluttons.
 
I can understand the excitement over the iPhone 3G and I plan on purchasing one once things calm down and the bugs are fixed. Where do people find the time to wait for days or hours just to get the phone? Despite all the planning in the world, there are going to be system hiccups when that many people demand the phone on the first day. It seems like people are gluttons.

Absolutely not! Do they test the phone before they release it or what?
As for the system hiccups, this is the second time around for both AT&T and Apple. They both know the product is going to be a huge attraction. Massive fail in my eyes.
 
If you are all stupid enough to

1) Not realise releases are bottlenecked in order to cause mayhem / press
2) Wait in line for an hour for a phone rather than wait a week and walk right up to get one

Then you deserve to waste your time.
But I needed a phone....

Had sold my 8GB iPhone end of the week so I had to get the replacement. Besides, I've been sitting on that $100 Apple rebate for a long time. I saw Friday was not the day but after my local AT&T Store told the 40 people in line they were awaiting a delivery for more phone and only had 8GB ones, I left and drove over to the Short Hills, NJ mall and was in and out within an hour with less than 20 people ahead of me.

All the activation work was done in the store too. The only thing I had to do at home was sync my info to my computer.

Done!

Which brings me to my final point. Why are we activating in the store the first place. It is no wonder that the line today at the Florida Mall was just as long as it was two days ago, and making us wait outside like lepers I might add. It was so efficient with the first gen iPhone...why did they kill that?
(
It's as plain as day....

You really don't know why? AT&T signed a deal to be the exclusive distributor of the iPhone in the US on its network. But they can only get the value for that deal with Apple if the phones are activated on their network.

Otherwise people unlock them and use them on other networks.

There's enough blame for both sides. Apple underestimated how a global rollout of new 3G owners combined with previous owners would impact their iTunes servers. Normally, they can process 22,000 transactions a second. But all the original iPhone owners were also looking to upgrade to 2.0. Crash!

AT&T had their inadequate system get hit and go down at times too. Combined together, lots of frustration.

AT&T was letting people out the door to activate themselves but it was their call. Apple wasn't permitted to do that and Steve had to live up to the agreement. And he did.
 
Problems in Kansas City

This rant is the result of 3 days of frustration. Started Friday morning with a line at the AT&T store. Not enough phones but was told by staffer that come back on Saturday morning and they'll have a replenished stock and you can get one, no problem. Go back first thing Saturday morning, no iphones.
Saturday night, I check the Apple web site to see if the Apple store had phones available and to my amazement, they had all 3 versions available. Sunday morning, I'm 2nd in line but an employee comes out 30 minutes before opening and tells us they have zero iphones in stock and that the system showed they had phones because of "incomplete sales" which supposedly was phones that couldn't be activated because the customer didn't qualify for the upgrade. So essentially, they held the phone for those customers who were ineligible for the upgraded version. Needless to say, a lot of people were very upset including the #1 person in line who had driven 200 miles based on the information on the Apple web site. With $4 gas, this is getting to be an expensive phone. The only satisfaction the angry mob got was a Apple staffer who takes names and phone numbers and promised that we would get a call when the new shipment came in and our requested model would be held for 24 hours. We'll see if that happens.
I've always been impressed with the customer service provided by Apple but my experience this time around has really left a bad taste in my mouth. They have really dropped the ball on this rollout in so many ways.
 
Absolutely not! Do they test the phone before they release it or what?
As for the system hiccups, this is the second time around for both AT&T and Apple. They both know the product is going to be a huge attraction. Massive fail in my eyes.

With what Apple was releasing, people should have expected some software problems with this new phone.

Apps, 2.0, 3G, etc....some small things were going to go wrong with such massive sales that were to occur.

With that said, I do agree that a massive failure was the first few hours of sales and that Apple should and could have planned MUCH better for that

I don't agree with those that somehow think testing should have reveled this or that problems with the software
 
The hardest part Monday is going to be explaining to Apple this, because the iPhone has service (not 3g though) in the mall where the store is located. Should I ask them for a new phone? Is it possible I have a defective iPhone?

IMAGE: http://h4xr.org/jx1p

Like the other poster pointed out, you probably have a dud. I finally ended my 2 day ordeal with the 5th ave apple store today ... 5 1/2 hour wait friday night, and coming back today , skipping the line with my "golden ticket", and waiting another 2 hours because of activation issues AND hardware issues.

issue 1: My 16GB iphone had yellow tinge. But before you guys jump on me about it being a known issue, it was only in the bottom right hand corner of the phone. It was replaced on the spot.

issue 2: (related to the poster i quoted). My wife's 8GB iphone came up with signal, but no "3G". The apple store employee said he is not allowed to let anyone leave without verifying 3G connectivity. So he did some troubleshooting steps and an hour later, we end up replacing the phone with a new one. Keep in mind that the swap should've only taken 5 minutes, but with the way the AT&T system sees an exchange in the system, it looks like a new activation, which of course did not work until the apple rep spoke to the AT&T rep for 45 minutes.

Curse you and your "activation" process AT&T :mad:
 
Run Around

I ordered my black 16gb in san diego at about 9:30am....While my status currently shows back ordered on phone and frt.

1st ATT rep told me 1-3 days for the order ( this was when i was still in line)
2nd ATT rep told me 5-7 days ( this was after i already odered it ) When i was actually in the store with the rep he did not mention anything about priority shipping (but my receipt says priority freight $0.00) i dont know if they waived my fee or what?

3rd ATT rep from the ATT store i purchased at, i called later friday afternoon said 7-10 days and it was not possible to cancel my order once it has been shipped

4th ATT rep (866 number) said that my phone would be in the store on monday 14th or tuesday 15th and she called the ATT store personally and that was somewhat confirmed.

5th ATT rep that i spoke to today said that there is a warehouse somewhere in san diego and that it is possible that my phone may be there by thursday...

Now while ATT seems to make up whatever they want on the spot, i called the order status hotline and that also said my order was on back order and then said that items on back order will not be shipped til they are in stock (obviously)

This Direct Fulfillment is a huge mess and it is utterly ridiculous that I waited in line since the wee hours of the morning and chose to order my iphone and have already paid*, and now any regular person walking past an ATT store with phones in stock can stroll in and pick one up no prob....

*I say i have already paid even though the recepit and all the order status sites and hotline say you dont get charged until its shipped.......That is BS because they have you swipe your card and they do an inquiry on your account and that money is physicaly not there, its on hold and ATT cannot release that hold. so if i wanted to go to an apple store and buy it i cant.

waiting 3-4 weeks is unheard of and i hope everyone here including myself receives a phone within this coming week hopefully by tuesday like a lot of us were promised.... THANKS ATT!
 
How are most Apple stores doing it now? My store is still a nightmare with one reporting waiting 5 hours with more behind him. They are opening the boxes and tethering them.

I don't understand why they have to do this 2nd part of the activation given there are 400 people in line each day. I want to understand (truely) why it's necessary when I thought the whole purpose of this hell was so AT&T didn't get screwed by us selling their phones unlocked for more money.
And are all stores selling them scanned with numbers ported or are some (like mine) still opening the boxes and spending 20 minutes per person?

And why isn't Apple changing things to triage the situation? Are stores deciding how they'll handle it individually and I have a bad store?
 
I want my iPhone

Me...got to the Apple Store at 0600 Central. Got to the door, aobut 40th in line, only to be advised I would have get my phone from the ever so lovely ATT store. Get to the first store and i was told they were near out. Went to a second ATT store and they were out also. But were taking "Direct Fullfillment". I decided that option. And now I'm like why??? I just received my confirmation advising my order backordered. Who dropped the ball ATT or Apple?
 
How AT&T cornered me and made it agonizing to make #2

"How I paid over $200 for a promise"

- or -

"How AT&T cornered me and made it agonizing to make #2".... I feel so dirty.

Once upon a time, a sadly hopeful nation lined up at their local Apple store to get the new iPhone. Uncle Steve had promised twice the speed for half the price, but Uncle Steve's promise was based on a secret and unholy marriage with spawn of Satan, ma' bell. ( It should be noted that Ma Bell was not precisely the spawn of Satan, but their actual source was a tissue found behind Satan's headboard.. technically making AT&T Satan's seed)

anyway... an eager nation of mac fanatics lined up outside their local stores with Uncle Steve's promise dancing in their heads. And then, 8 am came and the lines lurched forward; a lurch that was felt around the world.

(Al Gore attributed the lurch to global warming, and has successfully introduced {via his PCGW lackeys} a new tax bill to bleed off money from the mac iFanatics under the guise of an iCarbon offset)

anyway... the initial lurch of the line threw gasoline on the fire of the eagerness dancing in the dreams of the heads of iFanatics. Well polished young iEnablers with white teeth and a California shine walked up and down the line handing out free water and coffee to the iFanatics. Their goal was to ensure the survival of each and every member of the iFanatic line until their credit cards had been billed. The coffee was wonderful, a knowledge of long lines, diuretics, and bottled water kept some of the iFanatics from partaking of the water.... wisely so. There was a second lurch, as the line came to an abrupt stop. It was expected, since the first 30 or so people were taken hand-in-hand by the iEnablers to coax additional spending on things that promised to increase they iEuphoria.

And then, ... nothing happened. Nothing happened for an hour. The line made a few dry heaves, a suggestion of a trickle, then nothing again. for another hour.

http://www.breitbart.com/article.php?id=D91RQIPG1&show_article=1

As it turned out, many of those first 30 people were sent to "the special iTable" where their iEnablers were making iCalls to a tissue behind Satan's bed. It seems Satan's seed doesn't share it's secrets, even in unholy marriages. All of uncle Steve's children, those iEnablers wearing genius t-shirts and that California shine, had to line up with hands out, hoping that Satan's seed would deem them worthy to disclose the hellish secrets behind "Error #817". While the evangelical iFanatics ran to the book of Revelations, hoping to unravel the meaning of seed of Satan's (SOS) error codes, others of us checked the Drudge report to read about software glitches that were turning a day of iSelfpleasure for iFanatics into iHell-on-earth.

SOS appeared to be making new rules up as the day went on. I personally was denied an iPhone from SOS because I had worn light socks with dark pants, and SOS has a great view of our socks from down below, despite being lodged in a tissue under Satan's bed. My SOS (AT&T) account did quality for an upgrade, and I checked it days ago, and I brought documentation, and all three calls from the iEnabler iGenius iCousins (again, uncle Steve's kids) revealed that I did indeed qualify for the upgrade.

But...

I had to go to the AT&T store to get it.

Why?... "you're not using the phone that was originally sold for that number".
What?... "I said, because you have other discounts on that account".

That's literally what I was told. In the same sentence... two excuses from my iGenius iEnabler cousin.

...but how can you be angry at such white teeth?!?

The iCousin wept with me. (Shortest verse in the bible...iCuz wept) iCuz had not been able to fulfill his calling as an iEnabler. I was not iSelfPleasured, my iFanatic within was not fed, and iCuz wept because he thrice swept my iAMEX but never got to take money.

I hopped onto my iCycle and rode to the gates of Hell! (located at 26th and Penn Ave in the Strip district; is there any surprise that SOS would set up shop in a place called "Strip") There were no lines, but there was a guard that wouldn't let me in. Once past the guard, I was greeted by Satan's spawn in suits with moussed hair, all curious as to how I was doing today. I told them that I was tired, pissed, and being 2:30 in the afternoon, looking forward to breakfast.

They smiled.

It turns out that hell was designed by the devious, the deceptive, the father's of lies, the sadistic...

Satan's spawn, there in the tissue under Satan's bed, had been given 40 whole iPhones for the launch.

Yes, 40.

At Pittsburgh's BIGGEST AT&T store.

They had 40 phones.

BUT since I had spent 6 hours in the line with the other iFanatics, and the 40 phones were gone in the first 10 minutes that morning, all I got were smiling spawn happy to take my money on the promise that, some day, I will get a phone.

If that day does eventually come, they will charge me a dime to text my old phone to tell me that I can ride to hell's gates again to complete your most unholy transaction. At that time, a pentagram will be carved into my chest, blood wiped onto a stone, and my phone bill will go up.

Oh Joy.

The good news???? The good news???????
The Indian place still had Chicken Tika Masala on the buffet when I finally got to work at 3.
breakfast was great...
albeit Indian....
 
Luckily I have two A.T.& T. stores in my area. Got to the first one on Friday @ 10:30. About 40 people in line. Since the next store was on my way home, I pulled into the parking lot and saw only three people in line. They had a regional manager outside screening the people, paying a bill or waiting for the new Iphone. I was told they only had white 16gig iphones left. I told the manager that was OK. In about 30 minutes from my arrival I was in the store getting my phone. Only problem was that they were unable to finish setup in the store. Was told by the sales rep to go home and finish activation there. After about 4 hours of trying was able to connect and finish activation. So, I guess overall my experience was better than most.
 
It's been stated, if not by me then by someone else, that AT&T didn't control their stock, Apple did. While the thread title was altered to include Apple, it still comes off as people bitching about AT&T's stock and not Apple's. I of course opted to skip through 50% of the pages after it was nothing more than the same post over and over.

The fact that this thread is a sticky is comical at best, too bad it doesn't somehow reduce the number of other threads where people get overly angry about being denied their luxury item for just a few more days. Hate to see what happens when they're not fed. :cool:
 
The fact that this thread is a sticky is comical at best...

It was stickied within hours to merge all the new threads we were getting into, and provided a catch-all for those to vent. No-one wanted to see a forum full of similar ranting threads; we were getting dozens each hour, the volume was astounding. It will be unstickied soon.
 
Here's my rant

After 24 hours of frustration and twelve different ATT reps, my email to ATT VP of Customer service:

Ms. Dowling,

In light of the experience I have just had with ATT Wireless customer service over the last 24 hours, I fully expect this message to be ignored, but at least writing this will get this off my chest.

I am a long time ATT customer (over ten years) and currently have 5 phones and a wireless data plan on my account. I have always held the account in my individual name, and never have received any type of corporate or other discounts (I own my own firm and, therefore, would know if there was a corporate plan).

Yesterday I went to my local Apple store to buy the new iPhone. After the 3.5 hour wait, the trouble began. When the Apple rep attempted to activate the phone, he received an error code indicating I had a corporate account with a FAN discount. I never have had such an account (and never have received any discounts). The Apple rep contacted an ATT rep (#1) and was told the code was on my account in error and that it would take up to two hours to remove. He was offered no further assistance to accelerate the process. Standing next to me was another customer whose account had returned a similar error code. She hung up the phone, said the rep had cleared the account, and her transaction went through immediately.

I immediately called ATT support through the 611 number on my phone. The first rep (#2) indicated she was not authorized to make account changes at her level. I asked for someone who had authority and was transferred to Shelly Jennings (#3) at your Kansas call center. Ms Jennings also indicated there was nothing she could offer, and that the change order placed at 1:56pm would take up to 4 hours to apply. She said the problem was caused because ATT had assigned BMG account codes to existing accounts last year when the iPhone was first released, and that ATT had failed to remove them from the accounts. She also told me the problem was a “known issue” related to ATT customers with iPhones switching to a new iPhone and that “99% of all ATT customers were having the same problem.” I found that interesting as I watched scores of ATT iPhone customers easily upgrading their phones all around me. She refused to make any further effort to accelerate correction of the problem, despite the fact I had wasted 3.5 hours in line as a result of a problem created by ATT. I asked for her supervisor and was transferred to Alan Crone (#4). He was even less helpful, never saying anything more than “there is nothing else I can do for you.” When I told him Ms Jennings’ comment regarding 99% of iPhone owners having the problem, he commented “I don’t know where she got that from....” Both Jennings and Crone told me the problem would be resolved in “up to four hours” I asked for Crone to provide me with an employee ID number or some other reference number for him. He refused and said “Just tell ATT my name and they can look me up in the company-wide directory.”

I then went to a nearby ATT store (International Plaza in Tampa, FL) and asked for assistance from that store. The rep (#5) opened my account screen, made a couple of changes, and then said the account was changed and I would be able to go back to the Apple Store and purchase the phone. I returned to the store, and the registration process was quickly rejected with the same ATT error code.

I returned home and waited. After around three hours, I again called customer service. The ATT rep (#6 whose name I did not record) told me the account codes had been cleared and I would be able to purchase the phone. I repeated to her that I was planning to go back to the Apple store, and she repeated the phone purchase would go through. When she asked if she had fully resolved the issue about which I was calling, I told her I would find out at the Apple store.

I arrived back at the Apple store at 6pm - around 30 minutes after I had spoken with your Rep and over four hours after the initial report to ATT. You know the drill now - the same error code appeared and I was unable to purchase the 2 phones they were holding for me. I called ATT customer service again while still at the store. The first rep (#7) told me my account looked fine and she could not understand why I was unable to buy the phone. While on hold, the call was dropped. I called back and was greeted by another rep (#8) who told me his system had “crashed” and he could not help me - call back in two hours. I immediately called again, and the next rep (#9) told me her system was “updating” and it could take 2 to 4 hours before anyone could help me.

Apple agreed to hold the phones for me until Sunday afternoon. Frustrated, I returned home again.

Sunday morning at 9am, I called your National Business Order Center in an effort to find someone who might actually know what was going on. I spoke with Jennifer Kinish (#10) and provided her the above information She checked my account and indicated that, despite what I had been told by 3 ATT reps the day before, the code was not removed. She said she would submit the change documents “the right way” and that it would take up to four hours to get the problem fixed. I asked her what she meant by “the right way” and she said the issue should have been addressed by opening a “case” rather than by submission of a “trouble ticket.” As with all of your prior reps, she said there was nothing else she could do.

At 11:45am, I called the NBOC for an update, and spoke with Andy Dejader (#11) in your Sioux City SD call center. He said the paperwork had been submitted and there was no way for him to update me on the status. He also told me that resolution of the problem now would take 24 hours. I told him Ms Kinish had told me 4 hours. He had no response. I asked that he look up Ms Kinish in the ATT directory (the one Mr Crone has so adamantly referred to the night before) and work to get me back in touch with her. After lecturing about how big ATT is and the fact that hundreds of people work at call centers in various locations, he said there was no directory he could use to locate Ms Kinish.

Because of the completely inconsistent or outright incorrect information I had received from the previous 11 reps, I called the NBOC line again 30 minutes later. I was greeted by Lillian Jacobs in your Paramus NJ call center. After I told her the above information, she reviewed the account record and commented “I’m reading the notes and it’s exactly what you are saying.” After another delay on hold, she confirmed the code was still in place, that it had been placed there by ATT (and not at my request) when I purchased my first iPhone, and that nobody could do anything else. She also added the account change most likely would take 24 to 48 hours.

Although this entire mess was related to my attempts to upgrade my iPhone, the purpose of this letter has nothing to do with the iPhone. Your customer service reps were totally useless in this situation, some apparently lied or made misrepresentations to avoid the issues, and the only consistency among them was the completely inconsistent information they provided. Even chalking up the initial 3.5 hour wait as wasted because of an inadvertent error by ATT, the remaining actions by your customer service reps created an enormous waste of time and effort on my part.

I realize my account is a mere drop in the bucket for your company (and thanks to the lecture from Mr. Dejader am very impressed by how large you are), and the potential loss of the account, the long distance account for my firm, and my residential long distance account will be meaningless. Our local media (both print and television) recently have been very interested in customer service failures by Verizon and Time Warner related to cable service. They might not be interested in this story, but I certainly intend to find out.

In the interim, you (or whoever you have assigned to read these messages) might want to take a little more in-depth look at the “hundreds” of customer service reps working “across the nation” (my thanks again to the lecture from Mr Dejader). I doubt that I was unlucky enough to find the only 12 persons from that group who are totally ineffective.

In light of the problems created by your reps, I would expect some type of compensation from ATT, such as waiver of any upgrade or account change fees related to the iPhones (there may be little risk for you here, as at the rate ATT is going I might never be able to get the account cleared to allow me to make the purchase). I also would like to receive the discounts for which my account apparently has been eligible but I have never received (of course I am only talking about future discounts, not recovery of the ones I should have received in the past years).

I look forward, with pessimism, to receiving a response to this letter other than a canned “thank you for your input” message.
 
My iPhone 3G Experience at the Apple Store Sunday!

so I get to the mall at 10:30 they open it at 11, there was already about 25-30 people in front of me and by 11 3 or 4 of the people in front of me just randomly decided to leave the line and not get the phone

by 11 there were at least 30 people behind me, i finally get up to the store to be the next person to go in at like 1210 i think, and i meet a guy that will be doing the order, we go in and i give him my info and it brings up an error
the error was i have a discount % off my monthly bill that had to be removed, so he calls att and they remove it walla
next we go and it comes up with another error
so he calls a different number and trys to figure out how to fix it
hes on the phone for at least 20 minutes and gives up on that person

he then calls back hoping to find someone he knows what they are talking about and he does
or at least he thinks he does, basically the error is saying that the imei sim card numbers do not match with my account... it was saying the one i had was the one they are trying to sell me which doesnt make any sense at all
so after that long ordeal he talks to the manager and the manager comes over and says we tried to resove it twice and it didnt happen, we suggest that you go to the att store accross the street and get the error on your account fixed
so they give me a little paper saying i can go right in and skip the line for the iphone when i come back

so i walk across the street and talk to att and they say nothing is wrong with my account and im like well maybe i don't remember what the problem was
so I call up the apple store and try to get in touch with the manager that helped me. He comes on and says that i have multiple imei numbers on my account that need to be removed
im like ok so i tell the lady she looks and shes like no theres no multiple imei number.... then luckily the other store worker over heard the problem and says yeah multiple imei's will not show up on your account from here you have to call the att service #
im like ok whats the #, shes like they are closed on the weekend

so basically so far i have taken my montly % off my account, and wasted 2 1/2 hours and I am suppose to meet my parents for lunch/dinner at 2
then the other guy is like well they have a emergency # open and so they call the regular # to get the emergency number so they write it down and i call it. they look up my account and im on the phone for probably 10 minutes and after that they found nothing wrong with the account
So i go and leave the store right away head right to the apple store, by now its like 2 and im starving and extremely thirsty from being in the sun for an hour and not being able to sit down at all
so i go to the store hop in front of the line of like 25 people and get a different person to help
right away it runs into the same problem, and so he calls att again
he just wants the error message explaned to him so he has a clue what the hell to do, and the att people are saying call apple to fix the problem..... even though the problem is coming from att MORONS

god so basically they kept wanting to either swap my sim card out of my current phone to the iphone and they cant do that at the apple store or else they cant sell the phone, so att wanted to remove activate the account, and they cant do that either. So they guy goes in the back with a manager for about 10 minutes, meanwhile my mom is calling me because they are ready to eat....
they are like asking me for directions and i don't ****ing know what to do then WALLA i am in an apple store so i just go to a macbook and punch up where they are and where they need to go to meet them and suddenly CLICK the phone connection ends, i try to call back but i have no connection cause they deactivated the phone

so all is looking well. I sit around for maybe 5 minutes and he finally comes out i tell him right away "so whats the good news... my phone doesnt work now so theirs has to be some progress"
hes like... well no,

so he says the found a memo they got yesterday saying that att can activate the iphone remotely so that's what they tried to do, and didn't work... so basically he is going to try a new iphone and see if that solves the problem.. we do the set up 3 minutes later success
SUCCESS in 3 ****ing minutes just by getting a new phone, so i wanna leave right away cause my parents are going to the restaurant i am suppose to be at right now, and I want to beat them there, but OH my phone doesn't work **** so i had to spend another few minutes to activate the phone on itunes there instead of at home GOD DAMN!
4 hours later i leave the mall
 
I waited in line for the good portion of an hour at the Seekonk ATT store. They only had 20 phones. The sales reps wouldn't give us still waiting in line a direct answer as to how many they had left. Thanks to them I wasted my time waiting in line when I could have been at the apple store. 20 phones on launch day? Seriously? Its a kick in the pants and after this I'm keeping my money and business with Verizon.

- Waited 4.5 hrs on friday (probably 100 ppl in line ahead of me at 5pm)
- left at 9:30 when they ran out of black 16gb (need one of each color)
- came back the next morning at 7:30am and watched ~20 ppl cut the line who got some kind of slip which I didn't get the night before
- was flabbergasted as we watched some ppl behind us complain about the line, get slips too, cutting all of us
- waited in line for 6.5 hours on sat (probably 30 ppl in line ahead of me).

This was clearly the worst purchasing experience I've ever had. Politeness of employees does not make up for the company's ineptitude when it comes to not having enough staff, and the technical problems with the servers and activation for which there is no excuse. They should have tested, and been prepared for the launch.

I've never waited for any product before, not even concert tickets, for anything even approaching a remotely similar time frame. Apple while nice and polite doesn't step up to the plate when it counts.

Between the iPhone launch and the horrible MobileMe launch, Apple looks far more like the PC guy than the Apple guy in their commercials.
 
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