From AT&T to Verizon in an hour or so: fun with AT&T live chat.
Hi all-
I'm a long-time Macrumors reader and first time poster after following the pre-order debacle over the last several days. I ordered my 32GB Black AT&T iPhone on the morning of the 14th, and it's been backordered ever since. Anyway, I didn't care a whole lot about the fact I didn't receive my phone today until I walked into the Apple Store on Fifth Avenue in NYC and saw them being handed out like candy. In fact, they STILL have them in stock this very minute. I decided to live chat with an AT&T rep to let them know, and here's what happened. Sorry for the long post! I'll make them shorter from here on out.
info: You are now chatting with 'Cynthia B.' at AT&T Mobility.
Cynthia B.: Welcome to AT&T online Feature Sales. How may I assist you with your features today?
John Black: I don't need assistance with any features. I pre-ordered an iPhone 5 the first day it became available. I was initially told (by the agent who handled my order over the phone) that it would definitely arrive by the 21st. It didn't, and now it's back-ordered. I'm now standing in an Apple Store in NYC where they have plenty in stock. I either want to cancel my pre-order so I can buy one here or cancel my AT&T account so I can get one through Verizon. I told the agent who transferred me I'm planning on doing that now. He said you might be able to help first.
Cynthia B.: I would be happy to help you. I am not able to check the order status of your iPhone 5, but you can call our Order Processing Team to see when the phone will arrive. I am sorry, you were not given accurate delivery information.
John Black: I don't have time to wait for a backordered phone to arrive. I live and work in Haiti and am leaving on Tuesday. The gentleman (Gabriel) who transferred me to you was able to check the status and agreed that it's backordered. If you can't cancel my order that AT&T can't fill within the stated time, I'd like to cancel my account entirely and buy an iPhone 5 through Verizon right now.
Cynthia B.: For more information, please contact our Order Processing team at 1-866-391-0749 to see when the phone will arrive or to request the order be cancelled. I am not able to terminate an order here online.
John Black: Are you able to terminate my entire account right now? And if not, can you transfer me to someone who can?
Cynthia B.: I do not have access to do that here online. You will need to contact our Customer Care Team Monday through Friday from 7am to 10pm Local Time and Saturday & Sunday from 9am to 7pm Local Tim at 800-331-0500 or 611 from the AT&T wireless phone.
John Black: Thank you. I just asked the Apple employee here at the store on Fifth Avenue to retrieve a Verizon-based iPhone 5. I will happily cancel my account first thing in the morning.
Cynthia B.: I hate to hear that. We value you as a customer and do not like to see you leave the wireless family. With the iPhone 5 preorders the anticipated date when ordered was 14-21 days from that date. They are now in stock and you may receive it sooner if you can wait to call our Order Processing Team in the morning.
John Black: Too late. I was explicitly told my iPhone would DEFINITELY arrive on the 21st after I told the AT&T rep who handled my order I would be leaving for Haiti and wouldn't be around for a later delivery. There are scores of phones right here where I'm standing, right now. Even AT&T ones. But since I can't cancel my backordered phone, I'm starting a new contract with Verizon as we type.
Cynthia B.: I am checking to see if we have an Order Management Team rep available to chat with you now.
John Black: Ok.
Cynthia B.: Do you mind holding while I connect you?
John Black: I don't mind.
Cynthia B.: Thank you. Have a great night.
John Black: Either way, I'm leaving with a new iPhone, so it'll be pretty good, indeed.
John Black: Thanks.
info: You are now chatting with 'Autumn Brown' at AT&T CDS.
Autumn Brown: Mr. Black, thank you for chatting with AT&T today! I will be glad to assist you with your questions.
John Black: Thanks.
Autumn Brown: I apologize, but I am not able to locate information about your order.
Autumn Brown: I am either going to have to get you to sales, or I am going to have to give you the number.
Autumn Brown: I am in the billing department, and I apologize that you were misrouted.
John Black: I've already been to sales.
Autumn Brown: Unfortunately that is the only department that is able to view your order.
John Black: I was told I was being transferred to an Order Management Team rep.
John Black: Is someone available from the order management team?
Autumn Brown: I also want to apologize that you were misinformed of the delivery date.
John Black: That's ok. It's not your fault, but it IS your company's fault.
Autumn Brown: We either have sales, technical support, or billing.
John Black: So I'm in the process of singing up for an account with Verizon.
Autumn Brown: I completely understand, but I do feel bad that you don't have your phone and you were told you would have it.
John Black: Here at the Apple store.
Autumn Brown: I am certainly sorry to hear that, Mr. Black.
John Black: All I really wanted to do was cancel my backordered phone, so I can buy an AT&T one here instead. I've seen scores and scores of people on iPhone forums everywhere doing that all day and night. Since I can't seem to make that happen, though, I'm starting a new account now and am canceling my AT&T one first thing in the morning.
John Black: I live and work in Haiti and am leaving on Tuesday. I don't have time to wait the vague "14-21" days for my phone to arrive.
Autumn Brown: I completely understand, Mr. Black.
John Black: So anyway, it's been a good 7 year run. I just need to call Customer Care anytime after 10am, right?
John Black: To cancel everything?
Autumn Brown: Yes. Were you provided with their number?
John Black: Yes.
Autumn Brown: Okay.
Autumn Brown: Again, I am very sorry to see you leave our company. Was there anything else I could do to help this evening?
John Black: Nope. I'm now holding a new 32 GB Black Verizon iPhone! That's all the help I needed tonight. Thanks.
Autumn Brown: Well I wish you luck with your new wireless company, and I hope you have a wonderful weekend!
John Black: Thanks. You too. Bye.
And there you have it, folks. Nice people, but no progress. Incidentally, head over to the Apple Store on 5th if you're in the market for a new phone sans wait!
