I ordered an SG 64 6+ on JUMP!
I received Sep 22-30 text. Did you receive one of those?
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
T-Mobile.com preorder thread
- Thread starter utahman130
- Start date
- Sort by reaction score
I ordered an SG 64 6+ on JUMP!
I received Sep 22-30 text. Did you receive one of those?
Reading all these posts & so many people that ordered way after I did have already received theirs... meanwhile I still don't even have a tracking number or eta when I'll get it.
why gawd why.
why gawd why.
I just died laughing from that gif.
also, there's two planes that'll be landing at 11:30ish central time. So maybe us 6+ 64gb space gray orders will have some luck.
Open letter to T-Mobile CEO:
Mr. Legere,
I am one of your millions of subscribers. I'm sure that you will never see this email personally, but I am sending it anyway in the hopes that at least one employee at T-mobile will. I, like hundreds if not thousands of your subscribers, have had issues with the handling of the most recent iPhone launch. I wanted you to see the process from a customer perspective.
Phone: 954-3xx-xxxx
Order Number: S0008xxxxx
Jump: Yes! (Paid extra for that - I thought that getting the newest/latest/greatest was the point?!?)
Model ordered: iPhone 6 128GB Space Grey (Grey or Gold would have been ok)
Time ordered: Friday 9/12 @ 9:45pm EST - because it wouldn't go through earlier
Shipping Method: UPS Expedited Overnight (Paid extra for that!)
Status: Main screen says "processing", Order status screen says "Backordered"
Delivery Date: Originally said 9/17, now - no delivery date set
Card charged: Full amount charge went pending on Tuesday, but has disappeared completely as of Friday morning!
Texts: Wed night & Yesterday morning both!! Both texts say it will be here today.
Email: Got the "Good News" email on Wednesday night.
UPS Tracking: 1Z3V891Rxxxxxxxxxx
Timeline:
9/12 Friday - Woke up at 3am to place order - tried for over an hour - went back to bed.
9/12 Friday - Tried all morning to place pre-order online, but didn't see where to include Jump. Went to 2 T-mobile stores - they were unable to process any Jump orders since their systems were down. Later that evening I heard online, via forums, that Jump pre-orders were going through online so I placed my order at 9:45 EST. Order showed "processing" with a ship date of 9/16.
9/13 - Saturday - Checked the status online via MyTmobile, was disappointed to see it listed as Backordered, but had a ship date of 9/17. Was pleasantly surprised that evening to read online that Jump pre-orders would be given priority and free overnight shipping. Made a mental note to request a refund of the overnight expedited shipping that I had already paid for.
9/15 - Monday - Read online that Tmobile only charges your card once the item ships. Checked bank - no charge. Checked MyTmobile, saw that the order status was still backordered with a ship date of 9/17. Spoke to a Tmobile rep who assured me that since I was a Jump customer that my order would arrive Friday. She added that my order number looked "weird" - she had to look it with my my phone number. I began to suspect my order might be messed up in their system.
9/16 - Tuesday - Checked bank - full amount of $277 showed as a pending charge. Checked MyTmobile, saw that the order status was still backordered with a ship date of 9/17. Spoke to a Tmobile rep who didn't have a tracking number, but assured me that since I was a Jump customer that my order would arrive Friday.
9/17 - Wednesday - Checked MyTmobile, saw that the order status was still backordered with NO ship date. I called Tmobile to see what happened - I was told that their systems were pretty much unresponsive due to system overload, but that since I was a jump customer, I would definitely get the phone Friday.
9/17 - Wednesday - 9:43pm I received a text from Tmobile at 9:43pm telling me "Great news! You should receive your iPhone 6 on Friday. We'll send another text with your tracking number once it ships".
9/17 - Wednesday - 10:17pm Received an email from Tmobile - Update on your iPhone 6 pre-order that read; "Thank you for your iPhone 6 pre-order. Great news you should receive your device on Friday. We will send another notification once your device ships, which will include tracking information. We are extremely excited about the iPhone 6, and wanted to make sure you are up-to-date on the status of your order."
9/18 - Thursday - Checked MyTmobile, saw that the order status was still backordered with NO ship date. I called Tmobile to see if they had the tracking number yet. I was told that their systems were not updated yet with that info, but that since I was a jump customer, I would definitely get the phone Friday. By now I'm beginning to think it might not happen, so I asked if I should stop by any of the stores. I was told the stores only carry the 16G model in stock, so it wouldn't help me anyway.
9/18 - Thursday - 11:38am I received another text from Tmobile that read; "We are shipping iPhone orders today using overnight delivery. Check www.mytmobile.com for tracking information." I checked MyTmobile again, saw that the order status was still backordered with NO ship date.
9/18 - Thursday - 7:40pm - Received a notification from the MyUPS system that tracking number 1Z3V891Rxxxxxxxxxx was assigned to me with a delivery date of 9/18? I brought up the shipment details in MyUPS and saw the status listed as "Shipping label has been created" on 9/17.
9/19 - Friday - Checked MyTmobile, saw that the order status was still backordered with NO ship date. Checked the MyUPS site and saw the shipment details in MyUPS still listed as "Shipping label has been created". On a hunch, I checked my bank only to find the earlier charge of $277 had completely disappeared from my account!! I called T-Mobile to ask them for a status, waited on the phone for 45 min, but they told me their systems are so overloaded that they can't research anything on their side. But the rep insisted that it would be delivered today.
9/19 - Friday Morning - Since the UPS shipping status hadn't changed in 24 hours, I contacted UPS customer service via their online chat system. Had to wait in a cue for almost an hour to chat with a rep. Here's a transcript of their answer: "Our records indicate that UPS received electronic billing information for this tracking number from the shipper on ***9/17/2014**. However, our tracking system does not show that this package was physically picked up from the shipper's location. Sometimes the package is not actually given to UPS on the date the shipper processed the billing information. When this occurs, the scheduled delivery date is calculated from the date UPS actually took possession of the package. I would suggest contacting your shipper to confirm that package has been shipped."
9/19 - Friday Afternoon - I called tmobile back and was told the wait time was over an hour. I opted to have the system call me back - they did after an hour, only to have an automated voice tell me that "All reps are busy with other customers, please try back again later". ?!?
9/19 - Friday Afternoon - I called Tmobile back again, waited on hold for 50 minutes and asked for a supervisor - they insisted the package would be delivered today, but admitted that the face that the charge was no longer on my card was "strange and disturbing".
9/19 - Friday Evening - Checked MyTmobile, saw that the order status was still backordered with NO ship date. Checked the MyUPS site and saw the shipment details in MyUPS still listed as "Shipping label has been created".
9/19 - Friday Evening - Stopped at a Tmobile store on my way home from work at 7pm. Tried to explain the time line of events - but the store rep insisted that it was an Apple problem. Told me that Apple pulled back inventory from all carrier stores to make sure "they looked good on launch day". told him; "Don't you think Tmobile should refund the users Jump charges since it obviously didn't work?" He replied, "No way". Refused to even look up my account. Flat out refused to help in any way. I left - totally disgusted and pissed off.
9/19 - Friday Evening - I called Tmobile back again, waited on hold for 40 minutes and asked for a supervisor - they apologized but had no information. I asked if they could tell if the order was messed up somehow - she said she couldn't tell. Insisted that it would be delivered later that night or Saturday. I told her that I cannot believe that in this day and age a tech company cannot say definitively whether or not an $850 device is sitting somewhere on a door step! I asked for a supervisor - she put me on hold for 10 minutes and returned to tell me it would be delivered in 7-16 business days. I told her that, no offense - but at this point I'm skeptical - can I speak to the supervisor myself? She said no. I asked for the retentions department, she placed me on hold. I held for 45 minutes before I gave up.
9/19 - Friday Night - Saw in some forums online that some users were getting help through Twitter. Decided it was worth a try and tweeted TmobileHelp and JohnLegere a couple of times - no answer.
9/20 - Saturday morning - Checked MyTmobile, saw that the order status was still backordered with NO ship date. Checked the MyUPS site and saw the shipment details in MyUPS still listed as "Shipping label has been created". Sent one last tweet out of desperation - and @TmobileHelp responded! Sent them my info at 10am EST. They finally responded at 2:30pm - and told me it's on back order. I know that, I want to know WHY! I want to know WHY I got 3 communications from Tmobile if it wasn't going to happen. I want to know why others that ordered after me got theirs. I want to know if the order is ok, or "strange" as one Tmobile rep described it. I want to know if there is ANY estimate of arrival. I want to know if there are any stores near me with it in stock.
At this point I'm very disappointed - but not because my shiny new toy hasn't arrived. Admittedly, that's part of it - but at this point, a very small part. Bottom line - this is the worst case of mistreatment of customers that I have ever been subjected to! I know if I handled my job and my customers the way T-mobile has handled this launch I would be fired!!! That may seem a bit harsh, but let me explain why I feel that way...
On pre-order day I would have pre-ordered through Apple, but I couldn't because it's not a part of the Jump program. I would have pre-ordered online with Tmobile super early, but the systems were down. I would have pre-ordered online with Tmobile later that day, but Jump wasn't an available option. I would have pre-ordered in the store on Friday afternoon when I stopped by, but I couldn't because the systems were down. So my pre-order didn't go in until 9:45pm.
On launch day I would have gladly waited in line at Apple - fact is, I've done it for every launch since the 4S! (Yeah, I'm that girl!) But I actually like the excitement, I like the camaraderie. Apple even brought us all coffee & doughnuts at 5am last year - totally cool! But wait - Jump customers can't do that, they can only upgrade through Tmobile. I would have gone to the Tmobile store or Best Buy on Friday morning, but no - T-Mobile told me that the order was on its way. After trying all day Friday to get a status, by the time it became obvious that the device was not on it's way, it was too late. Everyone is sold out!
T-Mobile has effectively removed all other methods I had to get the device - and did it while charging me for the privilege!! Jump customers are tech junkies - we're the ones that crave the newest/latest/greatest. That's why we pay. And yet, we were screwed the hardest!! I left my old cell provider 8 months ago, after 11 years, specifically to join the Jump program.
Please explain to me why I should stay?
Sincerely,
Mr. Legere,
I am one of your millions of subscribers. I'm sure that you will never see this email personally, but I am sending it anyway in the hopes that at least one employee at T-mobile will. I, like hundreds if not thousands of your subscribers, have had issues with the handling of the most recent iPhone launch. I wanted you to see the process from a customer perspective.
Phone: 954-3xx-xxxx
Order Number: S0008xxxxx
Jump: Yes! (Paid extra for that - I thought that getting the newest/latest/greatest was the point?!?)
Model ordered: iPhone 6 128GB Space Grey (Grey or Gold would have been ok)
Time ordered: Friday 9/12 @ 9:45pm EST - because it wouldn't go through earlier
Shipping Method: UPS Expedited Overnight (Paid extra for that!)
Status: Main screen says "processing", Order status screen says "Backordered"
Delivery Date: Originally said 9/17, now - no delivery date set
Card charged: Full amount charge went pending on Tuesday, but has disappeared completely as of Friday morning!
Texts: Wed night & Yesterday morning both!! Both texts say it will be here today.
Email: Got the "Good News" email on Wednesday night.
UPS Tracking: 1Z3V891Rxxxxxxxxxx
Timeline:
9/12 Friday - Woke up at 3am to place order - tried for over an hour - went back to bed.
9/12 Friday - Tried all morning to place pre-order online, but didn't see where to include Jump. Went to 2 T-mobile stores - they were unable to process any Jump orders since their systems were down. Later that evening I heard online, via forums, that Jump pre-orders were going through online so I placed my order at 9:45 EST. Order showed "processing" with a ship date of 9/16.
9/13 - Saturday - Checked the status online via MyTmobile, was disappointed to see it listed as Backordered, but had a ship date of 9/17. Was pleasantly surprised that evening to read online that Jump pre-orders would be given priority and free overnight shipping. Made a mental note to request a refund of the overnight expedited shipping that I had already paid for.
9/15 - Monday - Read online that Tmobile only charges your card once the item ships. Checked bank - no charge. Checked MyTmobile, saw that the order status was still backordered with a ship date of 9/17. Spoke to a Tmobile rep who assured me that since I was a Jump customer that my order would arrive Friday. She added that my order number looked "weird" - she had to look it with my my phone number. I began to suspect my order might be messed up in their system.
9/16 - Tuesday - Checked bank - full amount of $277 showed as a pending charge. Checked MyTmobile, saw that the order status was still backordered with a ship date of 9/17. Spoke to a Tmobile rep who didn't have a tracking number, but assured me that since I was a Jump customer that my order would arrive Friday.
9/17 - Wednesday - Checked MyTmobile, saw that the order status was still backordered with NO ship date. I called Tmobile to see what happened - I was told that their systems were pretty much unresponsive due to system overload, but that since I was a jump customer, I would definitely get the phone Friday.
9/17 - Wednesday - 9:43pm I received a text from Tmobile at 9:43pm telling me "Great news! You should receive your iPhone 6 on Friday. We'll send another text with your tracking number once it ships".
9/17 - Wednesday - 10:17pm Received an email from Tmobile - Update on your iPhone 6 pre-order that read; "Thank you for your iPhone 6 pre-order. Great news you should receive your device on Friday. We will send another notification once your device ships, which will include tracking information. We are extremely excited about the iPhone 6, and wanted to make sure you are up-to-date on the status of your order."
9/18 - Thursday - Checked MyTmobile, saw that the order status was still backordered with NO ship date. I called Tmobile to see if they had the tracking number yet. I was told that their systems were not updated yet with that info, but that since I was a jump customer, I would definitely get the phone Friday. By now I'm beginning to think it might not happen, so I asked if I should stop by any of the stores. I was told the stores only carry the 16G model in stock, so it wouldn't help me anyway.
9/18 - Thursday - 11:38am I received another text from Tmobile that read; "We are shipping iPhone orders today using overnight delivery. Check www.mytmobile.com for tracking information." I checked MyTmobile again, saw that the order status was still backordered with NO ship date.
9/18 - Thursday - 7:40pm - Received a notification from the MyUPS system that tracking number 1Z3V891Rxxxxxxxxxx was assigned to me with a delivery date of 9/18? I brought up the shipment details in MyUPS and saw the status listed as "Shipping label has been created" on 9/17.
9/19 - Friday - Checked MyTmobile, saw that the order status was still backordered with NO ship date. Checked the MyUPS site and saw the shipment details in MyUPS still listed as "Shipping label has been created". On a hunch, I checked my bank only to find the earlier charge of $277 had completely disappeared from my account!! I called T-Mobile to ask them for a status, waited on the phone for 45 min, but they told me their systems are so overloaded that they can't research anything on their side. But the rep insisted that it would be delivered today.
9/19 - Friday Morning - Since the UPS shipping status hadn't changed in 24 hours, I contacted UPS customer service via their online chat system. Had to wait in a cue for almost an hour to chat with a rep. Here's a transcript of their answer: "Our records indicate that UPS received electronic billing information for this tracking number from the shipper on ***9/17/2014**. However, our tracking system does not show that this package was physically picked up from the shipper's location. Sometimes the package is not actually given to UPS on the date the shipper processed the billing information. When this occurs, the scheduled delivery date is calculated from the date UPS actually took possession of the package. I would suggest contacting your shipper to confirm that package has been shipped."
9/19 - Friday Afternoon - I called tmobile back and was told the wait time was over an hour. I opted to have the system call me back - they did after an hour, only to have an automated voice tell me that "All reps are busy with other customers, please try back again later". ?!?
9/19 - Friday Afternoon - I called Tmobile back again, waited on hold for 50 minutes and asked for a supervisor - they insisted the package would be delivered today, but admitted that the face that the charge was no longer on my card was "strange and disturbing".
9/19 - Friday Evening - Checked MyTmobile, saw that the order status was still backordered with NO ship date. Checked the MyUPS site and saw the shipment details in MyUPS still listed as "Shipping label has been created".
9/19 - Friday Evening - Stopped at a Tmobile store on my way home from work at 7pm. Tried to explain the time line of events - but the store rep insisted that it was an Apple problem. Told me that Apple pulled back inventory from all carrier stores to make sure "they looked good on launch day". told him; "Don't you think Tmobile should refund the users Jump charges since it obviously didn't work?" He replied, "No way". Refused to even look up my account. Flat out refused to help in any way. I left - totally disgusted and pissed off.
9/19 - Friday Evening - I called Tmobile back again, waited on hold for 40 minutes and asked for a supervisor - they apologized but had no information. I asked if they could tell if the order was messed up somehow - she said she couldn't tell. Insisted that it would be delivered later that night or Saturday. I told her that I cannot believe that in this day and age a tech company cannot say definitively whether or not an $850 device is sitting somewhere on a door step! I asked for a supervisor - she put me on hold for 10 minutes and returned to tell me it would be delivered in 7-16 business days. I told her that, no offense - but at this point I'm skeptical - can I speak to the supervisor myself? She said no. I asked for the retentions department, she placed me on hold. I held for 45 minutes before I gave up.
9/19 - Friday Night - Saw in some forums online that some users were getting help through Twitter. Decided it was worth a try and tweeted TmobileHelp and JohnLegere a couple of times - no answer.
9/20 - Saturday morning - Checked MyTmobile, saw that the order status was still backordered with NO ship date. Checked the MyUPS site and saw the shipment details in MyUPS still listed as "Shipping label has been created". Sent one last tweet out of desperation - and @TmobileHelp responded! Sent them my info at 10am EST. They finally responded at 2:30pm - and told me it's on back order. I know that, I want to know WHY! I want to know WHY I got 3 communications from Tmobile if it wasn't going to happen. I want to know why others that ordered after me got theirs. I want to know if the order is ok, or "strange" as one Tmobile rep described it. I want to know if there is ANY estimate of arrival. I want to know if there are any stores near me with it in stock.
At this point I'm very disappointed - but not because my shiny new toy hasn't arrived. Admittedly, that's part of it - but at this point, a very small part. Bottom line - this is the worst case of mistreatment of customers that I have ever been subjected to! I know if I handled my job and my customers the way T-mobile has handled this launch I would be fired!!! That may seem a bit harsh, but let me explain why I feel that way...
On pre-order day I would have pre-ordered through Apple, but I couldn't because it's not a part of the Jump program. I would have pre-ordered online with Tmobile super early, but the systems were down. I would have pre-ordered online with Tmobile later that day, but Jump wasn't an available option. I would have pre-ordered in the store on Friday afternoon when I stopped by, but I couldn't because the systems were down. So my pre-order didn't go in until 9:45pm.
On launch day I would have gladly waited in line at Apple - fact is, I've done it for every launch since the 4S! (Yeah, I'm that girl!) But I actually like the excitement, I like the camaraderie. Apple even brought us all coffee & doughnuts at 5am last year - totally cool! But wait - Jump customers can't do that, they can only upgrade through Tmobile. I would have gone to the Tmobile store or Best Buy on Friday morning, but no - T-Mobile told me that the order was on its way. After trying all day Friday to get a status, by the time it became obvious that the device was not on it's way, it was too late. Everyone is sold out!
T-Mobile has effectively removed all other methods I had to get the device - and did it while charging me for the privilege!! Jump customers are tech junkies - we're the ones that crave the newest/latest/greatest. That's why we pay. And yet, we were screwed the hardest!! I left my old cell provider 8 months ago, after 11 years, specifically to join the Jump program.
Please explain to me why I should stay?
Sincerely,
Haven't like 6 planes landed since last night. We're bound to be on one of them.
Exec called me again, and take this with a grain of salt, but she also said that the orders depended on area also. (base on this thread it seems like this is trueish), and she said I should receive my phone by Monday, Tuesday at the latest. So i'm just going to wait till Wednesday and continue wondering where my phone is.
Nice. Are you in the 9/22-9/30 group?
Ordered 6+ Space grey 64gb Friday 12 @2pm Pacific time. Got an email and text that I would receive device between 9/22-9/30. Have not been charged at all yet, and when I call customer support they tell me they can't even see my order. Even though on my tmobile it is clearly there and days "backordered" beside it. CSR told me to go to the retail store I preordered and have them look into it. Went there, they told me it's back ordered 6 weeks!? I ordered the first day of preorders using JUMP! I've seen folks who ordered days after me receive their device!? What's going on at Tmobile?
Last edited:
After continually reading this thread it seems like getting a gold one is quite difficult as is space gray. I am surprised that the color popularity was not taken into account more.
I'm more surprised that T-Mobile lacks consistency in what they tell their customers. I'm more surprised that some of us are left in the dark and told we're recieving a product on a specific date and it's nowhere to be found. I understand that this is a HUGE launch, but this has been such a nightmare.
JUMP orders are accessed via a different system and not all CSRs know how to access it. I called and spoke to a CSR, at first he couldn't find my order - when I told him it was JUMP, he placed me on a brief hold and was able to pull up my JUMP order.
Call the store where you placed the order and have them verify the order. If you can see your order on the website and the robolady can verify it, I think you're in good shape.
I'm in the exact same boat you are, same device - ordered in store using a JUMP upgrade on Friday 9/12. What a mess this is turning out to be...
After continually reading this thread it seems like everyone got their phones. Or gave up lol. I didn't have to read through 5 pages of replies the last few times I checked!
I just received mine today, I thought I was going to have to wait till monday then I get a new tracking number than what I got off of ups with an upgraded saturday delivery
So, I've been following this thread since it began but only now decided to create an account to post.
Basically, this is my info. Pre-ordered via Customer Care on 9/12. at 8:45am EST. iPhone 6 Plus 64 GB, Space Grey, JUMP! customer but didn't use it. And there is no charge (or preauth) on my CC.
Last communication I got was "Free T-Mobile Msg: Your iPhone order is important and prioritized. We will update you with any new information and ship as soon as we get inventory."
I'm not upset that I don't have the phone. I'm upset at the lack or communication and consistent misinformation that T-mobile is perpetuating. It's not right.
Basically, this is my info. Pre-ordered via Customer Care on 9/12. at 8:45am EST. iPhone 6 Plus 64 GB, Space Grey, JUMP! customer but didn't use it. And there is no charge (or preauth) on my CC.
Last communication I got was "Free T-Mobile Msg: Your iPhone order is important and prioritized. We will update you with any new information and ship as soon as we get inventory."
I'm not upset that I don't have the phone. I'm upset at the lack or communication and consistent misinformation that T-mobile is perpetuating. It's not right.
Dang...
You got both, a tracking number and a phone...
I have nothing.
They still took my money though.