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T-Mobile.com preorder thread
- Thread starter utahman130
- Start date
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I got charged today and told by the exec I email that I should get it tomorrow or weds, we shall see though
NEW UPDATE
Just received the following update on UPS.
Louisville, KY, United States 09/30/2014 12:54 A.M. Origin Scan
It is scheduled for delivery tomorrow.
Nice
Thanks! TMobile has also updated my order as shipped with the tracking number. Considering my phone just shipped out, I am guessing a few of the other 6+ 64sg folks will see the same changes soon.
FYI: I still don't have a charge, but that doesn't bother me anymore.
So i was finally charged (good thing) but was overcharged(bad thing) 66$ and i have no idea why .
Does this mean it will ship this week ? i hope so but my order still says being "processed" lol
Btw i ordered the gold 64gb plus on 9-19 and i have jump .
Does this mean it will ship this week ? i hope so but my order still says being "processed" lol
Btw i ordered the gold 64gb plus on 9-19 and i have jump .
6+ 64GB SG. (9/12 pre-order)
Charged on the 23rd
Label printed on the 24th w/ estimated delivery of the 25th.
Charged taken off bank account on the 27th
Tracking updated on the 29th
The ERT lady called me Monday assuring me that I would have my phone on 9/30. I of course had no faith. But 20 mins later I got a text that my order shipped. UPS was still not scanned and I have fallen for this trick last week so I kept checking and refreshing. A couple hours later it is actually in route and I should get it tomorrow.
I need some advise here please..
I'm currently with att and got a few iPhone 6es (still have time to return)and would like to switch to tmob. And I see that the wait time is not so pretty to get the iphones thru tmobile as of yet.
So here is my plan.. Can I order the iphones thru tmob without switching my numbers yet (get a new number), and in the mean time keep using my att service.. When finally iphones arrive (with some new numbers), I'll bring my own numbers to the tmobile same day..
That way I'll avoid switching to t mobile without having a phone in hand.
Any idea whether this should work. Or any other suggestions?
thanks in advance..
I'm currently with att and got a few iPhone 6es (still have time to return)and would like to switch to tmob. And I see that the wait time is not so pretty to get the iphones thru tmobile as of yet.
So here is my plan.. Can I order the iphones thru tmob without switching my numbers yet (get a new number), and in the mean time keep using my att service.. When finally iphones arrive (with some new numbers), I'll bring my own numbers to the tmobile same day..
That way I'll avoid switching to t mobile without having a phone in hand.
Any idea whether this should work. Or any other suggestions?
thanks in advance..
I havent gotten any txts but i just tracked on ups with my new number and my pkg came up. Only has label created but says it is supposed to deliver today by 3pm/end of day. Lets see how this plays out today
Mine changed went from backorder 25th to backorder 28th and then I got charged on the 29th
Just checked and I have a shipping label created
Now all I'm waiting for is my phone to ship, hopefully I'll have it tomorrow
I'm seeing more 6+ SG 64gb ordered on later dates and I'm hoping I get some kind of notification soon. I pre-ordered with JUMP on the 18th ( planned to overnight it in line for a plus before being told no tmobiles would have plus models ) so I was forced to preorder day before. Was told I would receive it first week of October by 2 CS people. Hoping for some kind of truth to that!
I've been following this thread since it's creation, and I've failed to create an account until now! I'll keep my story short, as it's fairly similar to the rest of yours.
Pre-Ordered: iPhone 6+ 128GB Silver on the 14th in-store
Text received 9/15: Order #213****** is being processed. You will receive a tracking # once it ships.
Text received 9/17: Thanks for your device upgrade!
Text received 9/17: Thank you for your iPhone pre-order. We will send you estimated delivery timing in the next 1 to 2 days.
Text received 9/19: Your iPhone order is important and prioritized. We will update you with any new information and ship as soon as we get inventory.
I haven't received anything from '456' since the 19th, it's now the 30th. Robolady says my order is processed but not yet available for shipment. I've contacted Chat Support several times, almost daily, though tonight's encounter was sorta different. They connected me to a Supervisor, and then said that this problem would be brought up with the managers. Here's the chat log:
Pre-Ordered: iPhone 6+ 128GB Silver on the 14th in-store
Text received 9/15: Order #213****** is being processed. You will receive a tracking # once it ships.
Text received 9/17: Thanks for your device upgrade!
Text received 9/17: Thank you for your iPhone pre-order. We will send you estimated delivery timing in the next 1 to 2 days.
Text received 9/19: Your iPhone order is important and prioritized. We will update you with any new information and ship as soon as we get inventory.
I haven't received anything from '456' since the 19th, it's now the 30th. Robolady says my order is processed but not yet available for shipment. I've contacted Chat Support several times, almost daily, though tonight's encounter was sorta different. They connected me to a Supervisor, and then said that this problem would be brought up with the managers. Here's the chat log:
T-Mobile: We have received your information and will connect you with a T-Mobile Chat Specialist soon.
T-Mobile: A Chat Specialist will be with you soon.
Harold C: Hi Gavin ! Welcome to T-Mobile live chat!
You: Hello
Harold C: I am so sorry to know about your order, this should not be happening to you and I understand how urgent this is for you.
Harold C: In behalf of T-Mobile, please accept my sincerest apology.
Harold C: Please allow me to help you on this matter .
You: Please
Harold C: May I please have the order number?
You: This is completely unacceptable as T-Mobile had promised that I would receive it BY the 30th. Yes let me grab the order number.
Harold C: Thank you.
You: 213######
Harold C: Thank you very much.
You: I know this isn't your fault, and you're just doing your job to help - so I apologize for taking anger out on you. Just makes me very mad
Harold C: No, that is fine, I am here and it would be my pleasure to hear all of these things, and surely this will be sent as a feedback since this chat is being monitored and recorder for quality purposes.
Harold C: Today is the 30th of the month and you should be receiving updates about the order Gavin like the tracking number.
Harold C: I will now check the details on the order.
You: Thank you so very much.
Harold C: Oh, no, thank you for putting this into my attention. I know that you don't have much time to always chat or call us about this and I am glad that you open this conversation for me.
Harold C: We admire your incredible patience Gavin.
You: Yeah =D
You: Let me know what you can do
Harold C: I am now pulling up the records, sure, I will let you know.
You: okay
Harold C: I am so sorry to keep you waiting, it shows here Gavin that your order is in backordered status, however this will not impact the delivery date, since today is 30th of the month and you were informed that you should get the phone , please allow us to deliver the handset within today as I note the account and this will be addressed by our delivery team. The phone will be delivered based on the pre-order date. By the way, you will receive an update through your email and text message notification.
You: Hmm okay. Well I haven't received any information, or even a credit-card charge. Generally I should receive a charge on my card before the item is shipped. And yes, I'm aware of the incorrect text-updates. I dont trust those.
Harold C: Just to let you know, T-Mobile is still working hard to fulfill all of the orders . The phone will be delivered as soon as this is available in our inventory. The card will be charged once this event will happen.
Harold C: For the mean time, the best that I can do best is to save our conversation and by the time our delivery team will check your account, they can be able to see your situation and we will take care of your concern.
Harold C: We are still asking fro your patience on this matter. I know that there's no such word that can change your feelings toward T-Mobile, however we are still asking one more chance to get this issue resolved Gavin.
You: I was told on the 17th that "in the next 1 to 2 days" I would receive an estimated delivery timing, which I never received. On the 19th I received message saying that my iPhone order is "important and prioritized", not sure what that is supposed to mean, I don't feel very 'prioritized' at all as I've seen people that've ordered the same phone as me AFTER I ordered mine receive their phone already. I was told by several T-Mobile reps via live-chat and Customer Support that if I received the "prioritized" text that it means that my order would be DELIVERED between the 22nd and 30th. Makes me very frustrated.
Harold C: I know how this can be frustrating and I can't question how bad you feel about it. I would exactly the same way if I am in your place.
Harold C: I am still hoping for the best Gavin .
You: Yeah
Harold C: I will make sure that your voice will be heard and we will certainly work hard to get this resolved to avoid having the same issue in the future Gavin.
Harold C: Please give us one more chance and I know that different promise was made in your behalf with different representatives who have helped you.
Harold C: I can these info on your account because those previous agent never failed to add a memo on the account.
Harold C: They certainly did their best to help you on this matter, however , due to chat limitations, the best that we can do is to inform our delivery team that you have chatted us about this.
Harold C: I understand and we know that this is really urgent and this is taking so long Gavin.
Harold C: I will make sure that your contact with me today will be the instrument on the resolution of this issue.
You: If you inform the delivery team, what are they going to do about it? I still dont see an update on my shipping method. I was promised that my shipping method would be changed to overnight. I talked to T-Force on Facebook about it. It's still on UPS Ground. And my OrderStatus has been on "BackOrder" for days and keeps being pushed back.
You: How will this resolve the issue?
You: I appreciate you trying to help
You: I just dont see any of this being resolved
Harold C: Gavin, the delivery of the phone always depends on the availability in our inventory. We are still managing to fulfill other orders since the release of this handset in T-Mobile.
Harold C: There are a lot of orders made which caused the exhaustion of our handsets in the inventory.
Harold C: We understand and we know that this is really taking long .
Harold C: If you have subscribe to overnight shipping, the phone will still be delivered based on the availability of the handset Gavin.
You: I wasn't given the option to subscribe to any type of shipping, the person in the store that set my order up just chose ground on their own. I was told by T-Force it had been upgraded, but I see no change. Also, you didn't respond to everything above.
You: I feel like this won't change anything :/..
Harold C: The best that I can do is to personally monitor your order and we will call you back on friday to update you about the status on the handset.
Harold C: Instead of chatting or calling us back about this, we can personally call you to inform you about the status of the phone.
Harold C: We will escalate this issue . Will this work for you Gavin?
You: Friday? I thought my phone was supposed to be delivered on or before the 30th of September? T-Mobile's reps REPRESENT T-Mobile and are making false promises to thousands of people and it is making the company look very bad.
You: Yes that will work, am I able to have more frequent updates than friday?
Harold C: That is not what I mean.
Harold C: WE will still escalate the order today and we will provide you update if this will be delivered today. If not, we can call you on friday.
Harold C: If only I can personally deliver your phone in your billing address and if there is only a way for me to personally process your order, without no hesitation and second thoughts , I will do this for you. All I want is the resolution of this concern Gavin.
Harold C: We may have lose your trust , however, please also understand that this is the only the best that I can do on my end.
Harold C: T-Mobile is still working on your order .
Harold C: I will certainly escalate this issue since you have been promised different things.
You: Alright. Please have someone contact me as soon as possible by text or by call, either is fine. I understand. What do you mean by "escalate the issue" though? I just would like that clarified. What will this change? What will happen?
Harold C: I will personally send your information to our higher management, which means my supervisor and managers will be able to address this concern and will try to do their best to get the phone delivered.
Harold C: Just to let you know Gavin, tomorrow will be my rest day and I will not be able to update you so we will finalize all of the updates and will call you back.
Harold C: Can you please tell me your best callback number and the best time we can call you on friday?
You: Alright, that sounds super.
You: ###-###-####
You: anytime from 10am to 10pm
Harold C: Ok, that will be great!
Harold C: Let me just finalize everything in my computer so to make sure that we'll call you and we will now escalate this issue today. We'll try our very best to update you within today Gavin because I know that this is very much important to you.
Harold C: It is just making me sad that up until now, this issue has not been resolved.
You: Yeah it's very important. I had to pay a lot of money up-front as well, as I purchased the 128gb iPhone 6+ (the most expensive model)
Harold C: This should not be happening to you and you do not deserve to experience these issues since you have been with us for a long time, on my opinion, you deserve more and better things than this.
You: Yeah, 6 or more years one of the previous reps told me.
Harold C: You should be prioritized as you were informed previously.
Harold C: That is correct, you have been with us more than 6 years.
Harold C: I will hold on my promise for you today and will make sure that this will be highly addressed.
Harold C: Everything has been setup on the account and please expect a call on friday from 10-10.
Harold C: Please also let me know if you have any comments or suggestion that we can on the feedback.
You: Oh, I have a lot to say on the feedback.
You: And alright.
You: I contact this live chat almost every day
Harold C: You can now post these info in our conversation so I can include this on the feedback which will be sent.
You: Mainly, don't tell your customers something you can not hold yourself to. Don't promise a delivery date and then completely fail at keeping that promise, and on top of that, not even contacting the customers about problems with the orders. We're all just left here in the dust un-sure what's going on.
You: People who ordered on the 'pre-order weekend' 12th,13th, and 14,th were promised deliveries by the 22nd-30th, and that was broken.
You: 14th,*
Harold C: Thank you so much. I have included this comments in the feedback and I am sorry if you feel bad about the follow-up which will be made on Friday.
Harold C: If you would like me to do this Gavin, I can connect this conversation to my supervisor.
You: I would be SO happy if you could do that for me.
Harold C: Sure, let me just go ahead and inform her about this so she will not repeat asking you about the order.
Harold C: Please stay connected.
You: I don't mind having to re-explain, but yeah do what you've gotta do. Thanks
Harold C: You're most welcome.
Harold C: I will now connect you over.
You: Ok!
Harold C has left the chat
Please hang tight! It'll take just a moment to connect you...
Agent Mie V enters chat
Mie V: Hi Gavin! This is Mie, one of the supervisors. I'll be happy to assist you today!
Mie V: Please allow me a few moment to read through your earlier conversation and review your account.
You: Hello! Thank you so much
You: Yeah no problem
Mie V: Thanks.
Mie V: Sorry for the long wait, Gavin. I know how important for you to know the status of the device you ordered. I double checked and it's true that it's on backordered status.
You: Yeah, do what you've got to do. I'll wait, there's no problem
Mie V: This indicates there is no available inventory of the device at our distribution centers. Expected ship dates may vary depending on future inventory availability. Customers will receive immediate notification of order shipment via SMS/e-mail when the device is shipped. Checking on my resources, Iphone 6 Plus may be on backordered up to 6 weeks from the order date.
Mie V: We really apologize for the inconvenience, Gavin. I wish we can expedite it but there's no way for us to do it. Both Iphone 6 and 6 Plus are on backordered. We're doing our best to have this devices available as soon as possible.
You: I understand completely. The launch of this device was underestimated by Apple and T-Mobile I would assume, as there were 10 million devices sold in the first week.
You: 4 million on the pre-order weekend. (12th, 13th, 14th)
You: Just can be quite frustrating when you're promised that you'll receive the device by the 30th, and have gotten no updates and no phone.
Mie V: I appreciate your patience on this matter, Gavin. The latest update we got is device is on backordered up to 6 weeks. I see here that you paid $6.99 for shipping fee, I can go ahead and credit it to your T-mobile account. I'll add $10 as well for compensation.
Mie V: I know this is a highly anticipated phone and it's tough to not have more information. As you placed the order for the new iphone last Sept 14th, it is still on the queue for processing and currently in backorder. Once we receive the device stock, we will have the device immediately sent out. Once we have received sufficient inventory to fulfill the order, we will pro-actively notify our customers via a free textmessage. We ask for your patience and understanding about this matter, Gavin.
You: I appreciate the credit. I've been reading and following a forum (https://forums.macrumors.com/threads/1776383/) since the pre-orders started for the iPhone 6. Now, towards the last pages of the forum, people are starting to receive charges and shipment notifications for their phones that ordered theirs AFTER the 14th. That's something that really frustrates me.
You: Also, I was talking to T-Force on Facebook, and was told that my shipping method was updated to overnight for free. I can paste you the message I received after contacting them
You: "Your order is currently pending shipping. You should get an email update as soon as it ships, and we will overnight it to you, for free! *KM"
You: I got that message on the 18th
You: After looking at my shipping method again, daily, there has been no change.
You: The only change I've gotten was that my BackOrder date has been pushed back
You: Also, I was never given the option to pay for a quicker shipping method in the store.
Mie V: I understand if that's how you feel at this time. We want to set proper expectation that device may be unavailable up to 6 weeks. Then once available, that will be the time we'll ship the device overnight.
Mie V: I've adjusted total of $16.99 and you can deduct this amount from your current bill due 10/1.
Mie V: Even if I escalate this to the management, they won't be able to expedite the order for you because Phone 6 Plus orders are expected to ship in less than 6 weeks from the order placement.
You: Is there any way that you can update the status on the Order Status page? The shipping method.
You: And wow, I appreciate that a lot. Thank you
You: Also, are you able to go ahead and escalate this to management? I feel that nothing will be changed regarding this if we dont push further.
You: I also am confused as to why I haven't even been charged for my phone, yet some people who have ordered as late as the 19th have already been charged
Mie V: Oh no, there's no way for us to update/change the shipping method. We can only request to change the shipping address.
Mie V: We also received feedback like this, Gavin. Customer's who ordered 6 and 6 plus also experienced this because they were expecting that device will be shipped. But then again, on our resources it will be unavailable up to 6 weeks.
Mie V: I can forward this matter to my manager and would you like him to call you back?
You: Alright, well I don't want the shipping address changed. And yes, if you could forward this to your manager that would be excellent. If he could call/text/email me that would also be great. I really am just very disappointed and it just is a bummer to have to wait this long, especially after being promised a delivery date that wasn't met by someone who represents T-Mobile. But yes, please if you could forward this.
Mie V: I'll take note of eveything, Gavin. He will be able to call you back but he will be available 5 hrs from now. I understand this is a very urgent and important matter that needs attended. I have left notes in the account explaining what we’ve discussed today. This should help him assist you quickly.
Mie V: Are you available 5-6 hrs from now?
You: Is he able to call me back no earlier than 11:30?
You: Anytime after 11:30AM PST is fine
Mie V: Alright. I'll take note of that.
Mie V: Thank your patience, Gavin. Do you have other concerns aside from this?
You: I really do appreciate your, and the previous person's, help. I was going to say that I dont have any other concerns, but now that I think about it, I do. I purchased JUMP along with my iPhone 6 Plus. When will that go into effect, and what damages will this program cover exactly? The T-Mobile store I went to didn't really explain anything at all to me.
You: They just told me that it would cover it if it was stolen, and that it would prioritize my iPhone's shipping
You: So I purchased it
Mie V: It's good that you added the Jump Feature. Yes, it's true that feature includes insurance and benefit to upgrade you device anytime. In case you drop your phone, screen is cracked or any physical damage on the device, you can file a claim through our Insurance Company and they'll send you a replacement phone.
Mie V: For upgrade, as long as you have paid half of the full price of the device, you will be able to purchase new device and old EIP will end.
Mie V: In case we process handset exchange, Next day (expedited shipping) will be for free. Unlike those who doesn't have the Jump feature, they'll pay $19.99.
You: Alright, thank you! I understand now
You: Also, one more thing. I heard talks about a free cellspot router to enable wifi calling and other things? How am I able to order one of these?
Mie V: Yes, we have that device and take full advantage of your home Wi-Fi network to make more dependable calls, send/receive text, and connect to the web. You can get in touch with our Customer Care if you're interested in getting one. Just dial 1-800-937-8997 from your handset.
You: Does 611 work as well?
Mie V: Yes, you can dial 611 as well.
You: Alright, thank you. That wraps up all of my questions. Please let me know via text call or email, I can provide you those if you dont already have them, regarding updates to my order and such.
Mie V: We can only reach you through phone. To make sure I have the best callback number, that's the line that ends ####?
You: Correct
Mie V: Perfect! Would that be all for today, Gavin?
You: Yeah that's it, outstanding service. Thank you
Mie V: I appreciate that. It was really worth my time, Gavin. We really do appreciate you being with us for almost 7 years now. [Smiles]
Mie V: I hope you have been completely satisfied with the service you have received today. Again, my name is Mie and thank you so much for your loyalty To T-Mobile. Have a good one!
You: =) Thanks!
Mie V: Bye and take care! You can close the chat now, Gavin.
Last edited:
You can take your 6's into T-Mobile and just port your current numbers if you are concerned about being without a phone. If you're not after 6+ then you might be able to find phones in store too. I would call a store and ask if they have any 6's and if they do, just go in and port your numbers to T-Mobile.
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You'll get overnight shipping even if it doesn't show up anywhere. I have to admit, I started reading that chat log but it was really long ##