Good evening Mr. Legere,
I understand that the amount of emails regarding iPhone 6+ orders is somewhat outlandish but I feel like some clarification is due.
I placed an order for the iPhone 6+ 64gb space gray online on September 12th using Jump! after paying off the rest of my HTC One (M8) I later found out that the order did not go through due to an EIP error. I was told it was due to over trafficking on the website. I understand that, and viewed it as an inconvenience. Later I followed up by placing an order at my local T-Mobile store on the 20th of September. Not two days after, my HTC One (M8) decided it was time for a lobotomy and the digitizer refused to recognize any sort of touch interactions. I babied that phone, so I know it wasnt an error on my part. I sent it in (using Jump! insurance (after paying off 250 some odd dollars left on the phone)) and was told to get a loaner from my local T-Mobile store. I drive across town on my last gallon of gas, and 50 dollars for the temporary phone. I arrived at the store and was told they didnt have any in loaners stock. So I drove another 6 miles to pick up a pre-paid phone at wal-mart. The Samsung T199. A bar phone, with no volume buttons, a screen comparable to a movie ticket and non of my contacts. Im a little put off considering the replacement HTC was also on backorder. For 10 days. I know this is the definition of a first world problem, but its still quite an inconvenience.
After receiving my replacement phone from my Jump! insurance claim I went to re-activate my SIM card from the first one and move all my contacts back onto my phone. The replacement wouldnt allow it. So I had to dig around in old phone boxes to find a nano SIM to activate and use on this phone. After taking care of that I moved the seven contacts from my potato of a samsung into my HTC manually. After using my insurance phone for a day I realized something, the bottom speaker didnt work. I thought This isnt an issue, I can just use headphones, I grabbed a pair of my ear buds and hit play. Nothing. I thought it might be the earbuds and moved into my car, with a brand new AUX cable. The One M8 wasnt having that either. I fiddled with the cable, nothing. I pulled my iPad out of my backpack, audio worked flawlessly through the cable. So I took my flashlight and checked out the aux port on my HTC. Nothing. I thought This is interesting and tried it again. I had to push the cable into the HTC and hit play to listen to music. I know HTC is a pretty solid company and Ive never had an issue with them, and Im almost certain this was refurbished. I have no issues with refurbished phones, unless they dont function properly like mine.
I call in on October 7th, regarding my iPhone 6 plus order to see if Jump! Would still apply, because I put 300 something dollars into my original HTC One (M8) and wasnt ready to do that again on my replacement, sub-par, replacement that was sent to me. I had a long talk with a wonderful service rep, and he confirmed multiple times that the 128 GB space gray 6+ would take 7-10 days to ship. This was a much more solid timeline than the 1-6 weeks given to me in store on the 20th. I took his offer, canceled my order that was placed on the 20th and put one in for the 128GB Space grey 6+ and had dreams of sweet sugar plums and magical lands. I wake up to find no email regarding an EIP signature, so I call again, quite concerned. The call continually dropped within the first minute of talking to the rep, and felt somewhat insulted. I finally get through, and was told that the phone lines were incredibly hectic and took a breath. After her apologizes we finally got down to business and she couldnt figure out what was up with my order. She put me through to Mitchell B. at the Solutions center (409805) and he said because of my insurance claim the system couldnt process that it was a JUMP! upgrade and is now having me ship my replacement HTC to his office directly so he can take care of it. He canceled the order placed on the 7th for the 128GB iPhone 6+ space gray and placed a new one. He also confirmed 7-10 days for backorder, and gave me complimentary overnight shipping. Within 30 seconds I get an email, take care of the EIP say thank you, and go to sleep. That order was placed on October 8th. We have officially hit the 10 day mark excluding weekends, and I have received no text, or shipping information regarding my phone order. I called earlier today and was told it will ship no later than 11/19, which would technically be accurate for the 7-10 day mark but I would assume, based on the delay for my previous order of the 6 plus I would be seeing it in November. All I would like is some sort of information other than the 1-6 weeks BS Ive gotten from multiple representatives.
To briefly cover this entire email, Ive placed 4 different orders for my 6+. The first was the pre-order that didnt go through, the second was in-store on the 9/20, the third on 10/7 for the 128 GB Space grey due to the 7-10 day backorder vs. the 1-6 weeks on the 64GB space grey and the last on 10/8 because of a glitch in your systems. I also received a poorly refurbished phone to replace my HTC, and had to purchase a phone to use during the wait on my replacement phone due to the lack of a loaner at my local T-Mobile store.
Please, give me justification to not leave this company after being with you for 11 years. The last month has given me reason after reason. One thing I will condone you for is your customer service. No company I know can hold a candle to it. But your website, your information, service and your warehouses still have a long way to come. I know a good deal of this, like the iPhone shipment is out of your control, but telling me things that have proven to just not be true, i.e. the shipping time for my 6+ is completely manageable on your end.
