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T-Mobile.com preorder thread

I'll play

I've been watching this thread since day 1. Here's my details and story.

I am a Verizon customer that was looking forward to some of the benefits of being with the UnCarrier. Little did I know what I was in for over the last half a month.
After making my decision, I visited my local store on the 11th to see how the preorder would work from their perspective. The store staff were a bit clueless but the manager truly seemed to know his stuff. I made arrangements to visit shortly after opening on the 12th to place my order and discuss porting my current number.

When I arrived on the 12th, we began the process or ordering for delivery a 6+64GB in Space Gray. I was assured that by ordering this way I was guaranteed to get my phone on Friday the 19th. I was assigned a temporary number and told about having to sign the EIP via email. Just one problem--- the system was down and they couldn't order anything via EIP in store. They took my credit card info and promised to enter the order as soon as everything came up and to call me.

The call came at 5:25 CDT that it had been ordered and to look out for the EIP email and sign it ASAP. I did so and gave a signed EIP document listing my temporary number and interestingly missing an IMEI. I should have known that was going to be too easy.

I went to bed and thought all was well until I awoke the next day to my order confirm, and then the dreaded backordered status email. I decided to check my order online and clicked the link in my email, only to see it wanted me to sign up for MyTMobile. Only one problem--- since I dont have a TMo phone yet, I can't complete the signup. I then embarked on my first chat experience where I was informed that I had to call customer care or visit a store to lean anything more. From this thread, I knew it just meant the devices weren't in stock and took their word that everything would be fine.

I visited the store again on Monday to make sire everything was good on their end. The manager again assured me that I'd get my phone on Friday. I went to work and kept my eye on here in the meantime, expecting to get a tracking number Thursday night at the latest as I opted for the $24.99 expedited shipping. I saw people getting charged, but alas I grew worried as I saw not even so much as a pending charge on my card.

I checked Robot-Wench a few times and thought that I might be in store for good news as she changed the status from the generic Backordered to Processing but not yet shipped. Meanwhile, I received the dreaded 1-2 days email. Still good I thought because that was still on the right timeline to have action on Friday. I awoke Friday to no tracking or MyChoice updates and began to resign myself to the fact that I was at least misled and at worst lied to all week long.

Friday I visited the store and while sympathetic, the employees could do nothing to help except call the useless folks at customer care. I tweeted at TMobileHelp and never heard back, and still haven't.

Meanwhile, I am stewing with this very negative process. I never had this happen on Big Red and feel confident that I would have my phone if I hadn't moved. The worst part is seeing others who ordered later get their info and their phones. That's just insulting. I don't begrudge anyone their new toys--- I blame the incredibly poor disjointed infrastructure and lack of quality customer service folks for this debacle.

Long story short, I ordered at a time I was told would bet me my device on day 1, and I've received no proactive information past order day. I'm tired of being in the dark, and I'm questioning whether moving service was the right move if the company can't even operate an orderly device rollout.

I am hopeful I get my phone sooner rather than later. Refreshing is giving me carpal tunnel!
 
cane811 said:
For some reason, I doubt I'll get my phone tomorrow. The tracking info said ready for UPS at 5am today. Doubt it's going to make it here tomorrow with today being Sunday.
Click to expand...

Fulfillment centers often work 7-days/wk unlike consumer-facing operations. Have you seen any movement? I had a departure scan at 2:56 PM today with a scheduled delivery in Seattle on Monday. I don't think it is out of the question.

Here's my UPS tracking history for reference:
Portland, OR, United States 09/21/2014 4:54 P.M. Arrival Scan
Portland, OR, United States 09/21/2014 4:45 P.M. Departure Scan
Portland, OR, United States 09/21/2014 4:33 P.M. Arrival Scan
Louisville, KY, United States 09/21/2014 2:56 P.M. Departure Scan
Louisville, KY, United States 09/20/2014 1:43 A.M. Origin Scan
United States 09/18/2014 5:08 A.M. Order Processed: Ready for UPS
 
Last edited:
Been lurking since early on in the thread, and itching to get my hands on a 6+. I originally tried ordering via Jump around 8am on 9/12 and the system was down and thought about just waiting to go to the store on the 19th. As rumors of 6+ constraints and lack of stocking it at the T-mo stores surfaced, I ordered online on the 14th in hopes that the 'priority' they were promising would get me a phone relatively quickly.

My order is on backorder, no charge, no tracking, and I've only gotten the 9/22-9/30 txt. I realize the chances of me getting it release day were quite slim, but the lack of communication or definitive delivery dates, miscommunication with CSR is just all very disappointing. I've emailed John to voice my disappointment regarding poor execution and bad communication but haven't heard anything in return.
 
Are there others left who received the Friday 9/19 delivery texts/email? I see everyone saying they got the 22nd-30th text and are being told they should get their phone next week. I was supposed to get my phone Friday and was supposed to be in the first priority group. I think I really am the last of a dying breed. haha :p

phone: 6+ 16gb SG
Ordered: Friday 12th 10am online using JUMP, Sacramento
Received Friday delivery texts (x2), email (x1), verbal (x2)
Did not received recent texts stating order is prioritized
No charge, no tracking, status says backordered, robo says processed but not available to ship
Exec team calls: 1 friday - said I should get by Monday but couldn't guarantee, 1 Sat - apologized, gave credt, and said no anticipated date it should be in, both said I was in 1st priority group
 
Did anyone who didnt order thru Jump get the 22-30 text message?

----------
emigh72 said:
Are there others left who received the Friday 9/19 delivery texts/email? I see everyone saying they got the 22nd-30th text and are being told they should get their phone next week. I was supposed to get my phone Friday and was supposed to be in the first priority group. I think I really am the last of a dying breed. haha :p

phone: 6+ 16gb SG
Ordered: Friday 12th 10am online using JUMP, Sacramento
Received Friday delivery texts (x2), email (x1), verbal (x2)
Did not received recent texts stating order is prioritized
No charge, no tracking, status says backordered, robo says processed but not available to ship
Exec team calls: 1 friday - said I should get by Monday but couldn't guarantee, 1 Sat - apologized, gave credt, and said no anticipated date it should be in, both said I was in 1st priority group
Click to expand...

We ordered the same phone. I can count on one hand how many 6+ 16gb SG I've seen ppl on here get shipped to them so idk how long the wait will be. Not enough ppl have been receiving them to have a better idea
 
emigh72 said:
Are there others left who received the Friday 9/19 delivery texts/email? I see everyone saying they got the 22nd-30th text and are being told they should get their phone next week. I was supposed to get my phone Friday and was supposed to be in the first priority group. I think I really am the last of a dying breed. haha :p

phone: 6+ 16gb SG
Ordered: Friday 12th 10am online using JUMP, Sacramento
Received Friday delivery texts (x2), email (x1), verbal (x2)
Did not received recent texts stating order is prioritized
No charge, no tracking, status says backordered, robo says processed but not available to ship
Exec team calls: 1 friday - said I should get by Monday but couldn't guarantee, 1 Sat - apologized, gave credt, and said no anticipated date it should be in, both said I was in 1st priority group
Click to expand...

I got the Friday texts and email for my 16gb 6+ SG. The Thursday text about overnight delivery is the last communication I got. No charge, no tracking, one CS rep said Monday since I got Friday text. Other said probably sometime next week, @tmobilehelp said backordered due to no availability.
 
Disciple2123 said:
Did anyone who didnt order thru Jump get the 22-30 text message?

----------





We ordered the same phone. I can count on one hand how many 6+ 16gb SG I've seen ppl on here get shipped to them so idk how long the wait will be. Not enough ppl have been receiving them to have a better idea
Click to expand...


Not me. I'm still waiting for my 6+ 16gb SG. I think all the 6+ are pretty much backordered
 
Disciple2123 said:
Did anyone who didnt order thru Jump get the 22-30 text message?

----------



We ordered the same phone. I can count on one hand how many 6+ 16gb SG I've seen ppl on here get shipped to them so idk how long the wait will be. Not enough ppl have been receiving them to have a better idea
Click to expand...

yeah, I wonder if it's so popular that they're running out quickly or if apple didn't make as many as the others so its hard to come by. ho hum - same outcome for us I suppose. Good luck! I'll let you know if I hear anything actually more concrete :D
 
md1801 said:
I've been watching this thread since day 1. Here's my details and story.

I am a Verizon customer that was looking forward to some of the benefits of being with the UnCarrier. Little did I know what I was in for over the last half a month.
After making my decision, I visited my local store on the 11th to see how the preorder would work from their perspective. The store staff were a bit clueless but the manager truly seemed to know his stuff. I made arrangements to visit shortly after opening on the 12th to place my order and discuss porting my current number.

When I arrived on the 12th, we began the process or ordering for delivery a 6+64GB in Space Gray. I was assured that by ordering this way I was guaranteed to get my phone on Friday the 19th. I was assigned a temporary number and told about having to sign the EIP via email. Just one problem--- the system was down and they couldn't order anything via EIP in store. They took my credit card info and promised to enter the order as soon as everything came up and to call me.

The call came at 5:25 CDT that it had been ordered and to look out for the EIP email and sign it ASAP. I did so and gave a signed EIP document listing my temporary number and interestingly missing an IMEI. I should have known that was going to be too easy.

I went to bed and thought all was well until I awoke the next day to my order confirm, and then the dreaded backordered status email. I decided to check my order online and clicked the link in my email, only to see it wanted me to sign up for MyTMobile. Only one problem--- since I dont have a TMo phone yet, I can't complete the signup. I then embarked on my first chat experience where I was informed that I had to call customer care or visit a store to lean anything more. From this thread, I knew it just meant the devices weren't in stock and took their word that everything would be fine.

I visited the store again on Monday to make sire everything was good on their end. The manager again assured me that I'd get my phone on Friday. I went to work and kept my eye on here in the meantime, expecting to get a tracking number Thursday night at the latest as I opted for the $24.99 expedited shipping. I saw people getting charged, but alas I grew worried as I saw not even so much as a pending charge on my card.

I checked Robot-Wench a few times and thought that I might be in store for good news as she changed the status from the generic Backordered to Processing but not yet shipped. Meanwhile, I received the dreaded 1-2 days email. Still good I thought because that was still on the right timeline to have action on Friday. I awoke Friday to no tracking or MyChoice updates and began to resign myself to the fact that I was at least misled and at worst lied to all week long.

Friday I visited the store and while sympathetic, the employees could do nothing to help except call the useless folks at customer care. I tweeted at TMobileHelp and never heard back, and still haven't.

Meanwhile, I am stewing with this very negative process. I never had this happen on Big Red and feel confident that I would have my phone if I hadn't moved. The worst part is seeing others who ordered later get their info and their phones. That's just insulting. I don't begrudge anyone their new toys--- I blame the incredibly poor disjointed infrastructure and lack of quality customer service folks for this debacle.

Long story short, I ordered at a time I was told would bet me my device on day 1, and I've received no proactive information past order day. I'm tired of being in the dark, and I'm questioning whether moving service was the right move if the company can't even operate an orderly device rollout.

I am hopeful I get my phone sooner rather than later. Refreshing is giving me carpal tunnel!
Click to expand...

I am in the exact situation as you. I'm switching from AT&T though. No t-mobile phone means I can't setup a myT-mobile account. However, I didn't place my phone order until 9/16. I've been refreshing my email like mad and checking UPS tracking by reference. All I've received from T-mobile is the order number and the dreaded 1-2 days email. I've even been checking my order from here: https://www.t-mobile.com/orderstatus/default.aspx

All I get is a browser error every time I check it. I'm going crazy as it is, so I can only imagine how you're doing.
 
georged486 said:
Fulfillment centers often work 7-days/wk unlike consumer-facing operations. Have you seen any movement? I had a departure scan at 2:56 PM today with a scheduled delivery in Seattle on Monday. I don't think it is out of the question.

Here's my UPS tracking history for reference:
Portland, OR, United States 09/21/2014 4:54 P.M. Arrival Scan
Portland, OR, United States 09/21/2014 4:45 P.M. Departure Scan
Portland, OR, United States 09/21/2014 4:33 P.M. Arrival Scan
Louisville, KY, United States 09/21/2014 2:56 P.M. Departure Scan
Louisville, KY, United States 09/20/2014 1:43 A.M. Origin Scan
United States 09/18/2014 5:08 A.M. Order Processed: Ready for UPS
Click to expand...

Took 2 days to get an origin scan though. I'm only ready for ups
 
This makes me sad lol

1c75beacd546eaed1fea9bc36be0fce1.jpg
 
Spankey said:
I got my call back after emailing Legere tonight. All orders placed up until the 19th have been automatically bumped to overnight. I'm still irked but after all is said and done I got a straight answer. This has just been one bizarre situation.
Click to expand...

thats weird because mine got free over night and i ordered mine yesterday 9\20 6+64gb space grey
 
Sparkeze said:
I got the Friday texts and email for my 16gb 6+ SG. The Thursday text about overnight delivery is the last communication I got. No charge, no tracking, one CS rep said Monday since I got Friday text. Other said probably sometime next week, @tmobilehelp said backordered due to no availability.
Click to expand...

Vanilla Ice said:
This makes me sad lol

Image
Click to expand...

Lol I know right! No hope! I'd rather be teased by the fact that 6 planes are landing than to not see any at all
 
The 6+ is just in super low supply. The TouchArcade Podcast mentioned that at their Apple store on launch day they only had like 12 6+'s. It is to be expected there were rumors for months saying the larger phone was having manufacturing delays.
 
Dusk22 said:
The 6+ is just in super low supply. The TouchArcade Podcast mentioned that at their Apple store on launch day they only had like 12 6+'s. It is to be expected there were rumors for months saying the larger phone was having manufacturing delays.
Click to expand...

This is the reason I think Apple should have delayed the launch of the 6 Plus until they had an ample supply.
 
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