For those of you who ordered through JoD and had the totally wrong phone ordered (6s vs 6s Plus etc...), what was your resolution?
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T-Mobile: iPhone 6S/6S Plus Pre-Order Thread:
- Thread starter chino303
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Here's an update on my status and my phone call with a supervisor at T-Mobile last night. I was polite, but direct. My message was let's fix this together right now, or I'm canceling with T-Mobile and staying with AT&T.
1) The supervisor saw the mistakes in my second-phone contract, he generated a new one and sent it to me via email immediately. I signed both phone contracts and he received them while we were on the phone.
2) He assured me with 100% certainty that I would not lose my place in line and that I would absolutely receive both of my phones between Sept 25th and Sept 28th. He said that both of my phones would be in the first batch of phones sent out by T-Mobile since I was in the first group of people that pre-ordered at midnight and I am a JOD customer. He said I did not have to worry about the later order date/time that was showing up on my email order. He also annotated in my account that if both of my phones are not shipped by Sept 25th, then I would receive a $200 credit on my account.
3) He looked back at the record of my calls and agreed that none of this should have happened. He gave me a $40 credit that will be applied immediately after both phones are activated.
4) He followed all of this up with his name and Supervisor ID Number, and a reference number that links directly to the actual recording of our phone conversation.
Time spent on this particular phone call was 44 minutes. Total time spent on all 5 of my phone calls in the last 2 days was just over 5 hours. I was very polite the entire time.
My pre-order for two iPhones has now been placed correctly and I am now like everyone else: in waiting mode for them to get here. I am happy this is over. It was dramatically harder then it ever should have been, but I am satisfied and happy that it is now fixed.
I look forward to sharing in all of our excitement in 10-12 days time!
I was able to check before. Now it says this: "If you have placed a recent order, it's making it's way through our systems now. Please come back and check again later."
I got that and refreshed. I'm still being processed now. There is just the down payment and taxes and stuff there.
It was a mess for me. When I got the EIP a day almost two days later I called back and was told by two different people that it was noted on my account, that i'd get the right phone still, and to sign the EIP anyway. So I did.
I called back again to make sure everything was okay and was told that I should've placed a new order and NOT signed it, and now it was too late, there was no way to cancel it, and now I would have to have two active orders, two downpayments, send the phone I don't want back...but that they could charge one to my account (to show up on my bill instead) so my card wouldn't be charged twice. Then get a refund for one of the charges. Oy.
I called one more time and was told the same thing only my card WOULD be charged twice, at which point I kinda got distressed because of being told so many different things, and asked to speak to the person's manager. The girl was very sweet/sympathetic and told me her boss was busy/would call me back.
Her boss never actually called me back, BUT within about 45 minutes I got a new EIP via email. Apparently they were able to cancel the previous order, the one for the wrong phone, and place a new order for the correct one. Just like I had wanted them to do from the beginning. I signed the EIP. Today it shows the first order status on my account as canceled, and the new one as active/being processed. Plus I got three texts from Tmo: one confirming the first wrong order, then one saying that order was canceled, and finally on confirming my new correct order. Only trouble left is that this process took me two days to work out, and my JUMP priority status is now gone. No longer know if I'll get the phone at launch. I tweeted executive solutions to see if they can look at that, but the issue re: the wrong phone DOES seem to be resolved without me needing to have two open orders.
Had I never called back, who knows what would've happened. But just know if you have signed a EIP that was wrong, there is recourse even if the rep says it's impossible, and try to go up the chain to someone who can do it. They apparently did it for mine.
I think much of this comes from T-Mobile using two different systems. I think a rule of thumb is that if you did NOT receive an EIP or JOD lease document to sign, your order is not complete - unless you pay in full of course.
Oh okay cool, so I just checked and I still see that I ordered the iPhone 6s Plus 64GB Space Gray. I also see my order # but its not a S00 like yours. I got my order placed before like 1240 on the 12th...
I was a person who was sitting tight since they said wait 24-48 hours for your EIP email. I received a text on Saturday saying to hold tight so I was re-assured. I called last night and said to rest assured your 64gb SG 6s Plus is in queue and you will receive your EIP soon, there is just a delay. Well, 48 hours passed at midnight last night so I called today.
Apparently my order was "voided" due to an unknown error. And no one called me to tell me or to even try to explain what the error was. So had I never called, I would have just been waiting forever. So the rep assured me she will place another order immediately and ensure my place in line by putting in the original order time. So in re-creating my order she says "Ok, so we'll order the iPhone 6s in Rose Gold and 16gb?". Wow, so all that and no only did the order void but they had it completely wrong!
So long story short, I got the EIP, and all looks well. I just have a feeling my spot in line will NOT be held despite them saying it will be.
I take back everything I said about you people being nuts for calling so much. I should have joined in!
Apparently my order was "voided" due to an unknown error. And no one called me to tell me or to even try to explain what the error was. So had I never called, I would have just been waiting forever. So the rep assured me she will place another order immediately and ensure my place in line by putting in the original order time. So in re-creating my order she says "Ok, so we'll order the iPhone 6s in Rose Gold and 16gb?". Wow, so all that and no only did the order void but they had it completely wrong!
So long story short, I got the EIP, and all looks well. I just have a feeling my spot in line will NOT be held despite them saying it will be.
I take back everything I said about you people being nuts for calling so much. I should have joined in!
I no longer have an S00 order #. I did for my initial order that was place am hour after preorders opened up. But they messed that up. I now have a 224xxxxxx order # that was place by the excretive response team. I was promised a priority listing so that my device arrives on day 1 even though I lost my initial place in line. I'll see how that turns out. I can at least rest a bit easy that my device was ordered correctly now
If you are on the JOD for iPhone 6s+ 64GB, which I am, then your EIP should look like this:
Downpay: $99.99
Tax: $8.00 (your local tax rate 8% for me)
Total: $107.99
I believe the EIP I got with the numbers stated above is correct because the phone is amortized down, and we will be paying taxes each month when they come.
Luckily I have 2 lines, so I just placed another order using the 2nd line, and will just return/"refuse the shipment" when the wrong order come. That's what the TMO rep told me to do in store. There will be no restocking fee after I do that. But John Legere also stated in the promotional video that TMO will refund any fees if we are not happy with the coverage. I know this is not coverage related but... just want to throw this out there.
Same.What are people seeing under Order Status today? This is what mine shows as of this morning.
Slightly concerned because it doesn't show the name of the phone I ordered or any other information ...
And there's a good chance they will continue to charge you for the phone you refused/returned for about 7 months or so and you will probably have to make a dozen or more phone calls about it. Happened to me. I had an EIP charge on my account for a second 6Plus that I returned for about 7 months before I finally got them to remove it.
And for my JoD upgrade I got the iPhone 6 16gb a few weeks back for $15/month promo.
My EIP for the iPhone 6s Plus 64gb says 38.76*18 (minus 12 for promo credit) so 26.76 per month. I didn't pay $99/down or it doesnt mention a down payment split over 18 months or anything.
Do these charges sound rigth? I have no clue but 26.76, which is 11.75 more than an iphone 6 16gb seems like a lot.
Maybe the $99 / upgrade was baked in at an extra 5.50 per month but wouldn't my eip show this?
Confused!
My EIP for the iPhone 6s Plus 64gb says 38.76*18 (minus 12 for promo credit) so 26.76 per month. I didn't pay $99/down or it doesnt mention a down payment split over 18 months or anything.
Do these charges sound rigth? I have no clue but 26.76, which is 11.75 more than an iphone 6 16gb seems like a lot.
Maybe the $99 / upgrade was baked in at an extra 5.50 per month but wouldn't my eip show this?
Confused!
Mine just showed up. Same as before.
Thank you for your order. Detail status information for your order is not yet available. If your order was placed recently, updates will be available soon. Please check back later.
Anyone have a link to the poll where you could put your order number range in to get an idea where you are in line?
Have you checked out this T-mobile Order Status Lookup page?
https://explore.t-mobile.com/order-status
Mine shows:
Order Number: S00604XXXX
Item: Apple iPhone 6s - Rose Gold - 64GB
Status: Your order is confirmed. We will send a shipping estimate soon.
I know that mistakes happen and when human input is involved, that error rate will be around 3-5% according to various studies, and I also realize that only complaints get posted on internet forums, but this is pretty crazy! With all of us here and the continual problems that many of us encountered, there is definitely a problem at these call centers with T-Mobile.
John Legere seriously needs to overall this part of the company. From the looks of it, he's done a revolutionary job at refining other parts of the company, but the ordering process (which should be completely automated) needs some serious work.
John Legere seriously needs to overall this part of the company. From the looks of it, he's done a revolutionary job at refining other parts of the company, but the ordering process (which should be completely automated) needs some serious work.
Appreciate the link. Mine says the same as you after looking it up. The funny thing is the link to check order status that comes with the email confirmation doesn't work. Leads me to believe they have multiple systems within a company...
What are people seeing under Order Status today? This is what mine shows as of this morning.
Slightly concerned because it doesn't show the name of the phone I ordered or any other information ...
Yep same here.
I am not on JOD, just regular JUMP! So I am not sure how the tax situation is gonna work.
Are you checking order status through T-Mobile My Account or the iPhone 6s/Plus Order Status Link?
Anyone have a link to the poll where you could put your order number range in to get an idea where you are in line?
If you're on regular jump, you pay the full tax on the cost of the device upfront. JoD does it differently I suppose because it's a lease program, but my EIP has the full tax.
If you're on regular jump, you pay the full tax on the cost of the device upfront. JoD does it differently I suppose because it's a lease program, but my EIP has the full tax.
https://forums.macrumors.com/threads/t-mobile-order-numbers-how-far-in-the-queue-are-you.1915278
Take that one with a big old grain of salt though.