T-Mobile.com preorder thread

[VDubb]

I have jump but just didn't use it, so I should still get it first lol

Since you weren't screwed by the lack of JUMP! having a working ordering system, probably not. This is to prevent those with a negative JUMP! experience from leaving and discouraging customers from signing up for the service.

If the JUMP! priority promise is actually fulfilled, this could work in T-Mobile's advantage by encouraging more users to sign up for the service for that chance of priority when pre-ordering devices in the future.

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Let's all keep in mind that they're saying they'll prioritize JUMP! preorders. But nobody knows what they'll actually do in their corner offices on the 40th floor. They may be just saying that to pacify JUMPers and have plans to keep it first come, first served.

Well, that's most likely not the case. I mean, it wouldn't be difficult to tell if they lied if JUMP! users are receiving their devices days/weeks after everyone else. By lying, T-Mobile will not only destroy the JUMP! program, they would probably cause many to leave due to their dishonesty instead of just having users drop JUMP!

 

[mademan118]

This whole dilemma shouldn't even exist. Do you see VZW or ATT customers complaining about Next Cust vs Non Next or Edge vs Non-edge? NO! I don't even believe what they are doing is legal based on the rulings in NY regarding high end condos having separate entrances and services for those that aren't on assistance. I guarantee this is not going to go over well with people who have switched. If it goes well, those who have switched probably will stay, while those who got screwed will go back to their original carriers or a new carrier altogether. We might just go to verizon.

 

[MTBANANAS]

Longtime lurker, first time posting. Just had a T-mobile supervisor hang up on me, saying the "office was closing, sorry." This, after he danced around the issue of JUMP customers getting priority over those who ordered first. As someone switching from ATT, it's been frustrating to say the least. Came here to vent, after this (attached) conversation with a T-Mobile Chat representative.

I just can't see how this would benefit T-mobile on any front... PR, business, practical... it makes NO sense to alienate loyal (and new) customers who were patient with the botched preorder process.

I'd love to hear further explanation from John, their CEO. Hope others continue to tweet/email him with their frustrations.

 

[VDubb]

This whole dilemma shouldn't even exist. Do you see VZW or ATT customers complaining about Next Cust vs Non Next or Edge vs Non-edge? NO! I don't even believe what they are doing is legal based on the rulings in NY regarding high end condos having separate entrances and services for those that aren't on assistance. I guarantee this is not going to go over well with people who have switched. If it goes well, those who have switched probably will stay, while those who got screwed will go back to their original carriers or a new carrier altogether. We might just go to verizon.

You're comparing apples to oranges. Verizon, nor AT&T, had their Edge/Next systems down, preventing those users from being able to complete an order when pre-orders began unlike T-Mobile, where virtually no JUMP! user could complete an order until several hours later, and even then, it was difficult.

 

[blah35]

To those who didn't use JUMP and are now moved to the back of the line, let me paraphrase the great American philosopher Busta Rhymes:

"Don't this s*** make you people wanna JUMP, JUMP!?"

I assume the answer is yes, indeed it does.

 

[VDubb]

I just can't see how this would benefit T-mobile on any front... PR, business, practical... it makes NO sense to alienate loyal (and new) customers who were patient with the botched preorder process.

This benefits T-Mobile because if they didn't do this, their JUMP! program would have been destroyed. Many users would have dropped JUMP! and potential users would never sign up if it meant there is a good change they could be screwed when pre-ordering devices in the future.

 

[zachy85]

This benefits T-Mobile because if they didn't do this, their JUMP! program would have been destroyed. Many users would have dropped JUMP! and potential users would never sign up if it meant there is a good change they could be screwed when pre-ordering devices in the future.

But by the same token, they can also alienate and piss off non jump customers like me and other folks. Switching carriers is not so hard after all...

 

[MTBANANAS]

This benefits T-Mobile because if they didn't do this, their JUMP! program would have been destroyed. Many users would have dropped JUMP! and potential users would never sign up if it meant there is a good change they could be screwed when pre-ordering devices in the future.

I hear you, but disagree on a certain level -- T-Mobile messed up the preorder. Take the blame, perhaps give JUMP customers bill credit, but don't punish loyal customers. I believe the lesser of two evils would be to frustrate JUMP customers, instead of alienating/frustrating new/loyal ones. Don't know about anyone else, but trust is worth paying more money to me -- I'd rather be with a carrier that sticks to their original word (regardless of whether or not I agree) and take some responsibility in this scenario, rather than one who turns their back.

 

[vomhorizon]

Just spoke to T-mobile, they claim that all the 6's (not the plus) ordered on the 12th will be delivered by the 19th unless there are delays on apple's end. Take this for what its worth

 

[Vanilla Ice]

Question. Anyone that pre ordered an iPhone 6 with out using JUMP! does your order number start with a letter? Example: S000123456

 

[VDubb]

But by the same token, they can also alienate and piss off non jump customers like me and other folks. Switching carriers is not so hard after all...

Who would you rather have pissed/switch if you were T-Mobile? Users who arguably have a higher ARPU, i.e. JUMP! users, or those with a lower ARPU, i.e. non-JUMP! users?

I hear you, but disagree on a certain level -- T-Mobile messed up the preorder. Take the blame, perhaps give JUMP customers bill credit, but don't punish loyal customers. I believe the lesser of two evils would be to frustrate JUMP customers, instead of alienating/frustrating new/loyal ones. Don't know about anyone else, but trust is worth paying more money to me -- I'd rather be with a carrier that sticks to their original word (regardless of whether or not I agree) and take some responsibility in this scenario, rather than one who turns their back.

Unless they were giving JUMP! users a massive bill credit, I doubt many would be satisfied with it. And I'm sure even more would just drop JUMP! after receiving said credit, which would still lead to the same result...JUMP!'s reputation being destroyed.

 

[ziggo]

I hear you, but disagree on a certain level -- T-Mobile messed up the preorder. Take the blame, perhaps give JUMP customers bill credit, but don't punish loyal customers. I believe the lesser of two evils would be to frustrate JUMP customers, instead of alienating/frustrating new/loyal ones. Don't know about anyone else, but trust is worth paying more money to me -- I'd rather be with a carrier that sticks to their original word (regardless of whether or not I agree) and take some responsibility in this scenario, rather than one who turns their back.

honestly I agree with this. JUMP customers should have been provided some type of credit for their troubles while keeping the first come first serve process in tact to keep some semblance of fairness. At the end of the day, EVERYONE was screwed over the moment T-Mobile utterly FAILED to begin the pre-order process on TIME. JUMP customers, new customers, regular upgrade customers, ALL of us got taken for fools the moment 3:01 hit and while Sprint, Verizon, and ATT had their **** together T-Mobile was boasting about fancy routers for WiFi calling on devices that customers couldn't pre-order for almost 24 hours afterwards....

 

[VDubb]

One thing is for sure, whoever was in charged of developing T-Mobile's JUMP! order system is likely getting replaced after all of this.

 

[mademan118]

Actually, we are more beneficial as we are providing them with BRAND NEW CASH FLOW. This is money that is going into the industry that they are in, but not in their pockets. Screw the people who only pay $10 more a month, they could have gotten $170+ a month from me. They are really making a huge mistake giving jump customers a priority here.

And to further go down this train of thought, I am somewhat concerned about how this company is being run with all the high flying fast paced changes they are making through the press, but they are not taking the time to make sure all their staff are on board.

 

[techology]

So, according to that tweet from TMo, if you ordered on the 12th, you won't get your 6+ for possibly 6 weeks? :/ That's not cool.

My family and I went into the TMo store at 9 am to place an order in stores (the representative we talked to the day before said it would be easier, and faster to just pre-order in the store... that way we could for sure get our phones on the launch date).

So here we are at 9am and the systems go down. We come back in at noon - when the systems are finally back up - and place the orders with JUMP (3 black 6+'s/ 2 16gb, 1 64 gb). They tell us for sure we will be getting them at our doorsteps on the 19th.

I got a text this morning saying our orders have been backordered with no delivery date mentioned.

What malarkey is this, man.

I did the same exact thing and i got a text today saying my phone was on back order also. They even messed up and didnt offer me overnight shipping. So i called to complain the manager put a new order in for me and just billed my account (winning) but i am still having a problem understanding something.

Doesn't it normally happen when you PRE-ORDER something that it gets shipped out the day BEFORE the release date and is overnight-ed so that it will arrive ON the release date. That is how i remember it for video games and my other iPhone pre-orders i did(but with AT&T)??? Now T-Mobile is saying that wont ship out until the release date meaning i MIGHT get it that Saturday but most likely that monday?!?!?!

I think i might of missed something here but i feel like i would of been better off just waiting in line at the store on release day and taking my chances....

 

[dokujaryu]

Just wanted to say, I ordered my 6+ at about 3PM on Friday (online). I had given up on the ordering system working.

Anyway, I used Jump, got overnight shipping, and my delivery date says the 15th. It's not like I actually believe that date or anything, but people who ordered early in the morning have a delivery date of the 14th. So, maybe this jump to the front of the line thing is real?

 

[zachy85]

One thing is for sure, whoever was in charged of developing T-Mobile's JUMP! order system is likely getting replaced after all of this.

Their entire online preordering system was and is a joke.

 

[iMi]

I agree. T-Mobile should have apologize and make amends with the JUMP users impacted by the system error or whatever caused the issue instead of trying to please them by offending new and existing non-JUMP customers.

To those who say T-Mobile is making a smart business decision, I disagree. Every new customer who is about to cancel and walk away is worth more to them than the incremental $10 a month they collect from an existing JUMP customer... It's a bad move and it will back fire and we can absolutely expect to hear more from them about this mess. I made it clear to T-Mobile - If I can bumped, I'll cancel the order and go back to AT&T.

Stop robbing Peter to pay Paul.

 

[VDubb]

Actually, we are more beneficial as we are providing them with BRAND NEW CASH FLOW. This is money that is going into the industry that they are in, but not in their pockets. Screw the people who only pay $10 more a month, they could have gotten $170+ a month from me. They are really making a huge mistake giving jump customers a priority here.

And to further go down this train of thought, I am somewhat concerned about how this company is being run with all the high flying fast paced changes they are making through the press, but they are not taking the time to make sure all their staff are on board.

While they could get $170+ from you, they could just as easily lose $180+ from a JUMP! user if he/she switched to another carrier after being screwed over. T-Mobile really does have more to lose since they can have pissed JUMP! people ready to switch to another carrier, those that stay drop JUMP! from their lines, and new customers skipping on JUMP! after hearing from the media, friends, family, etc. how JUMP! screwed over people on the iPhone 6.

And the way T-Mobile has been going at AT&T, Sprint, and Verizon, I'm sure they would have capitalized on this, especially AT&T.

 

[ziggo]

To those who didn't use JUMP and are now moved to the back of the line, let me paraphrase the great American philosopher Busta Rhymes:

"Don't this s*** make you people wanna JUMP, JUMP!?"

I assume the answer is yes, indeed it does.

lol.


But to paraphrase the Great Poet Nas T-Mobile should "REPRESENT REPRESENT " and own to mistake they've made towards ALL their customers and keep the playing field as even as possible. It wasn't just JUMP customers who got screwed over it was EVERY customer who from 3:01am-9am was attempting to pre-order and getting the jerk from the site and CS.

 

[VDubb]

I agree. T-Mobile should have apologize and make amends with the JUMP users impacted by the system error or whatever caused the issue instead of trying to please them by offending new and existing non-JUMP customers.

To those who say T-Mobile is making a smart business decision, I disagree. Every new customer who is about to cancel and walk away is worth more to them than the incremental $10 a month they collect from an existing JUMP customer... It's a bad move and it will back fire and we can absolutely expect to hear more from them about this mess. I made it clear to T-Mobile - If I can bumped, I'll cancel the order and go back to AT&T.

Stop robbing Peter to pay Paul.

Once again, T-Mobile will lose not only the $10/m, but existing JUMP! customers already providing revenue would will switch carriers after feeling like they've been screwed. Also, that $10/m revenue adds up when you have tens millions of subscribers paying it. To have that revenue to not only stop growing, but start shrinking dramatically is probably worth more than than some of the new customers who will not join.

I mean, if a new customer cancel's the order and is never a T-Mobile customer, that lost is much less than a T-Mobile customer with JUMP! who left. The latter hurts churn rate and T-Mobile at quarterly results.

 

[James54321]

Just spoke to a rep who said nobody will receive the phones on 9/19. Whatever method you chose will began after Friday 9/19. Hopefully this is ********

 

[Vzy085]

I order not using jump. I want a bill credit and for tmobile to upgrade my shipping if not I'll cancel service and leave

 

[winterny]

Just spoke to a rep who said nobody will receive the phones on 9/19. Whatever method you chose will began after Friday 9/19. Hopefully this is ********

Yeah, phone rep actually said the same thing to me "we wont ship anything until Monday 9/22, so first customers will receive 9/23". Also, my order which due to T-Mobile's broken ordering system didn't actually get entered at 9:30pm today, i was promised will be part of that first shipment.

I interpret that as "we don't know anything, and are just trying to get people off the phone".

I am also a port over AT&T -> TMO and also very unhappy with this process.

 

[iMi]

Once again, T-Mobile will lose not only the $10/m, but existing JUMP! customers already providing revenue would will switch carriers after feeling like they've been screwed. Also, that $10/m revenue adds up when you have tens millions of subscribers paying it. To have that revenue to not only stop growing, but start shrinking dramatically is probably worth more than than some of the new customers who will not join.

I mean, if a new customer cancel's the order and is never a T-Mobile customer, that lost is much less than a T-Mobile customer with JUMP! who left. The latter hurts churn rate and T-Mobile at quarterly results.

All we have to do is look at the churn rate and the rate at which they are adding new subscribers. New additions far exceed those leaving the carrier and they could still offer account credit to compensate those who couldn't place an order. The reality is most won't leave just because of this incident, especially if previous experience with T-mobile was positive. New customers are, I think, far more likely to turn away because of the bad first impression and the comments here prove it.