Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Carrier ATT can't process order?

eleite

eleite

macrumors regular
Original poster
Sep 13, 2012
167
80
Got this message a few minutes ago from AT&T. Anyone else get this?

AT&T Free Msg: We can't process order 21-3011<snip> at this time. Please call us at 866.267.4510 between 7am-1am ET by 9/16/2016 or your order will cancel. CDE320.01.0516
 
ATT did this to me one year, in my case they just had to run a credit check on me again before letting the order finish processing. They asked me a few security questions over the phone and then the order moved on to the next stage of fulfillment.
 
  • Like
Reactions: ABC5S and eleite
We got that a couple of times last night while trying to place our preorder... we just cancelled and tried again... eventually got our order through.

I think it was/is because ATT's servers are slammed and they can't handle it!
 
I called ATT. They said because of system failure the order was lost and there was nothing they could do. GREAT customer service. Waiting for a manager call back to see if I can get more info.

Lucky for me I had tried to make the order earlier on the Apple app so they had one "reserved for me" since it failed too. Apple saved the day! Order delivery is Oct 10 though...
 
I got the same message as a text. Called the number and they couldn't help me. Called customer service and they said it looks fine and check back in a couple of days. My status still says in progress for my order.
[doublepost=1473461851][/doublepost]
eleite said:
I called ATT. They said because of system failure the order was lost and there was nothing they could do. GREAT customer service. Waiting for a manager call back to see if I can get more info.

Lucky for me I had tried to make the order earlier on the Apple app so they had one "reserved for me" since it failed too. Apple saved the day! Order delivery is Oct 10 though...
Click to expand...

What does your ATT order status say?
 
  • Like
Reactions: shox2k2
jpw16 said:
I got the same message as a text. Called the number and they couldn't help me. Called customer service and they said it looks fine and check back in a couple of days. My status still says in progress for my order.
[doublepost=1473461851][/doublepost]

What does your ATT order status say?
Click to expand...

Jpw, she told me the same thing but then transferred me to the "direct mail" team to double check. They told me that while the order said pending, it will not go through and will eventually be cancelled. Makes no sense I think the agent was clueless. The order still says "in progress" but ive already placed another order via Apple based on what she told me.

If the order with ATT goes through somehow I'm gonna flip.
 
AT&T's systems are seriously terrible. It should tell you during the order process not text you later and threaten to cancel the order. But if we are just being honest, all the carriers system's are like that.
 
Got a email from them today after a couple of hours from ordering and indeed the system had fubared the order up with an issue of no payment but payment was indeed charged to my credit card. Had to call a special number to get that order canceled unfortunately and then a new one made right over the phone. Cool thing is with the new order an override was done to put me back into the same place in line my iPhone 7+ original order was in which is the 23rd Sept - 30th Sept crowd. Plus free next day shipping when it does get mailed off.

Try calling this number:

866.391.0749
 
  • Like
Reactions: shox2k2 and jpw16
maj71303 said:
Got a email from them today after a couple of hours from ordering and indeed the system had fubared the order up with an issue of no payment but payment was indeed charged to my credit card. Had to call a special number to get that order canceled unfortunately and then a new one made right over the phone. Cool thing is with the new order an override was done to put me back into the same place in line my iPhone 7+ original order was in which is the 23rd Sept - 30th Sept crowd. Plus free next day shipping when it does get mailed off.

Try calling this number:

866.391.0749
Click to expand...

Thank you very much. I had the same issue had to cancel and reorder like you said. That Phone number was a big help!
 
eleite said:
Got this message a few minutes ago from AT&T. Anyone else get this?

AT&T Free Msg: We can't process order 21-3011<snip> at this time. Please call us at 866.267.4510 between 7am-1am ET by 9/16/2016 or your order will cancel. CDE320.01.0516
Click to expand...
You ordered on att.com or apple
 
Same message here. I called and they said their system was down and to call back. I called back and the lady said everything was fine/updated and to confirm it with another person. That guy said he didn't see the order and to order again. I protested that I have an order number. He said it could be a system thing. He didn't see anything updated from the previous person but said their system was down. Whatever. I got online an it shows in process. not pending or canceled. So I guess I will wait and see. If nothing changes by tomorrow night or sunday morning i'll call that number listed above. (luckily its the wife's phone so if she doesn't get it right away its cool. and its + 128 rose model so not in too high demand I think it'd still ship pretty quick)
 
ldpm14 said:
AT&T's systems are seriously terrible. It should tell you during the order process not text you later and threaten to cancel the order. But if we are just being honest, all the carriers system's are like that.
Click to expand...

last night/this morning when we were having issues getting our second phone ordered because of ATT, i tried to go to ATT's site to make sure nothing had changed for his phone eligibility.... i got a screen that said we'd be allowed into the site in 36 minutes!

we ultimately got the phone ordered (kept trying) but i wish there was a better way to do the preorders!
 
jpw16 said:
Thank you very much. I had the same issue had to cancel and reorder like you said. That Phone number was a big help!
Click to expand...

Thanks,

That number I think is for the preorder higher level reps that can make things right if you are nice and cordial.
 
timerollson said:
Same thing happened to me. Called. The canceled and reordered phone. I'm still in the same spot in queue.
Click to expand...

Well I was told the same thing and come to find out today my Sept date changed to mid Nov. I called and was told pretty much nothing they can do.
 
I called that number. She said the system wouldn't allow her to process the card but she could do a new order and keep my spot. Then she said it was for the iPhone 7 black. I said no 7+ rose gold. She put me on hold and came back and said since her order said black there was nothing i could do. I said my email says rose gold. Why would I order a 7+ screen protector for a 7 phone? She put me on hold and came back and processed the rose gold one with the same shipping date (16th). If I check the order online monday and it says a delay i will just cancel and order through apple. They are showing only a 2 week delay. The lady was friendly but had to get approval a couple times. I heard one of the ladies in the background tell a customer she couldn't get him back his place in line but she would escalate the issue and they should be able to do it but he'd have to wait for a call back.
 
I got an email overnight saying they couldn't process my order. Of course I was upset, looked at it and my bank has a pending charge then I realized the email was in regards to the original order they screwed up and canceled on saturday. Now that the order status page is up it says ship date of oct 24. So I called that number again and the lady said there was an issue again and so we did the whole order thing again and it should ship tomorrow. I'll believe it when I see it. If it happens again I will just cancel and order with apple. Out of like 8 or 9 phones ordered from att for the family over the years this is the first time there's ever been an issue. So I'm not going to complain too bad. The reps have been nice. att system... not so much.
 
Glad I left AT&T a while back - they were nothing but trouble and customer service is none existing, yes, they talk to you if you call, but they can only give scripted answered and never address any issues. T-Mobile on the other hand rocks, however I have no idea how good there customer service would be since there was never had an issue that required me to contact them.
 
Are ATT's systems very compartmentalized?

Seems like every time I chat or call them, they pull my account up from different systems such as billing, ordering, shipping.....

Maybe you guys never even had to do anything in the end and just wait for their updates to sync between systems and be viewable to each department? I would expect to hear MANY more stories here if there were a serious system crash that will cancel orders. Guess we'll see.

Good luck either way.
[doublepost=1473861228][/doublepost]
0815 said:
Glad I left AT&T a while back - they were nothing but trouble and customer service is none existing, yes, they talk to you if you call, but they can only give scripted answered and never address any issues. T-Mobile on the other hand rocks, however I have no idea how good there customer service would be since there was never had an issue that required me to contact them.
Click to expand...
How long ago did you cancel?

Long story...

My phone wouldn't show LTE. I had very average net speeds. Called ATT twice. First time they said it's normal. BS. Second time they said it's an Apple 'software update problem'. BS. Go see Apple.

Apple said it's an ATT problem. Get the idea?

Finally ATT checked IMEI number at my local flagship store and sure enough, it's entered incorrectly. I'm on NEXT and haven't even made one payment for the phone, yet. Removed the phone and entered the IMEI correctly. Works fine and LTE is visible.

I chatted and ripped ATT for incompetent tech support lies about an 'Apple software update'. The CS agent apologizes and I told her I am leaving ATT. She ended up giving me a total of $350 in bill credits.

And the kicker?

When my phone IMEI was redone, my phone registered as off contract on my bill and I ended up never making a payment for that phone.
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back