The "official" word from AT&T on unconfirmed preorders

[ProMod]

I just logged in and I now have an order status. Only problem is, I also have an order coming fro Apple...oops.

 

[jamanrr]

I was worried too. No conf email...no cc charged and my page timed out b4 I could copy the order number down. I was freaked a little once they said they would be delayed till July.

Checked my order status and it sill had the iPhone from 6/09.

Checked again this morning and the 4 is on there. YAAAAAY!

Still no email or cc charge, but I'm ok as long as it's on the order status.

my order status is updated and my cc charged. You guys may want to double check yours? It does appear that it did put you in line even though it took a while to show up.

 

[ReallyBigFeet]

Lol
I ordered around the same time as you did( 5.30am eastern) and got my order number but never received the confirmation mail. So I gave AT&T a call and explained the same story. The rep. told me the same thing as the rep. u contacted, however it sounded like he just going by the book which is told for every order.

So I gave it another try. The second rep. was seem to be more honest and he contacted the online store dept.(the first one didn't) to check my order number with them and it turned out it wasn't in the system. He told me the minute you put an order in it shows up in their system instantly, and he "guaranteed"( honestly not officially ) that I would not get charged because it didn't went thru.

FYI I pre-ordered another one from apple.com couple of hours ago.
What a mess, hope it helps.

Ditto, same story here. I got the confirmation screen, no email and no recognition of my pending order in AT&T's system after posting it yesterday at 830A Central. So last night, I did a successful order on Apple.com for the same phone, $299. This morning AT&T tells me that they have no record of my order, and no record of it in the system....this after two operators both escalated to the online processing teams. I was told that they have "many" issues like this and that unless you receive the confirmation email, you can't be assured the order actually processed due to server outtages and failures of their order posting servers.

They did tell me that if your card shows a charge, it likely means that the order made it all the way through their order processing and posting steps and that should mean you are OK.

The fact that they are pretty much "guessing" at this point unnerves me. So, I'll join them and my OWN guess is I'll end up buying two phones and have to return one (or sell it). I wonder how many of the "we've sold out" issues are because of the number of customers like me who actually bought TWO phones but didn't intend to do so?

By the way, the second operator also told me that many of these hung orders that eventually do post will show an "order date" of today or tomorrow in AT&T's order processing system as they have been manually keying the web based orders that got dumped back into their fulfillment systems. She told me they are using some sort of log file that is their only record of the original orders for some unspecified time period yesterday during the server issues.

 

[jamanrr]

Ditto, same story here. I got the confirmation screen, no email and no recognition of my pending order in AT&T's system after posting it yesterday at 830A Central. So last night, I did a successful order on Apple.com for the same phone, $299. This morning AT&T tells me that they have no record of my order, and no record of it in the system....this after two operators both escalated to the online processing teams. I was told that they have "many" issues like this and that unless you receive the confirmation email, you can't be assured the order actually processed due to server outtages and failures of their order posting servers.

They did tell me that if your card shows a charge, it likely means that the order made it all the way through their order processing and posting steps and that should mean you are OK.

The fact that they are pretty much "guessing" at this point unnerves me. I guess worst case is I'll end up buying two phones and have to return one (or sell it) but better safe than sorry.

By the way, the second operator also told me that many of these hung orders that eventually do post will show an "order date" of today or tomorrow in AT&T's order processing system as they have been manually keying the web based orders that got dumped back into their fulfillment systems. She told me they are using some sort of log file that is their only record of the original orders for some unspecified time period yesterday during the server issues.

the thing of it is you want to make sure you get one ordered. I understand the panic about it and the thought that you might not get yours on that date. I thought about ordering another one through apple or att.com and then realized it would probably take time and since I personally know some core employees, I had them check on it. My conformation email said I would get it on the 24th of June and that reserves your spot. You could possibly mess something up if you order another one from apple or att.com. If you got a conformation email with the order number then it WAS ordered and you probably should not have ordered another one. It just takes it a while to show up (24 hours).

 

[geko29]

By the way, the second operator also told me that many of these hung orders that eventually do post will show an "order date" of today or tomorrow in AT&T's order processing system as they have been manually keying the web based orders that got dumped back into their fulfillment systems. She told me they are using some sort of log file that is their only record of the original orders for some unspecified time period yesterday during the server issues.

That's good to hear. I am FINALLY able to get a response from "order status" this morning, and it shows an order date of today, so I was a bit concerned that I was going to get pushed back to July 2nd. Nice to know that they're just catching up, and I should be good.

 

[martinmartin]

placed an order around 330pst at att's site.

got a confirmation and an order number on the website (took a screen shot of it).

but the system still can't find my order and i never got an email.

i hope my order is 'somewhere,' but im afraid im in the same boat as the op whose order seems to have disappeared.

i havent been able to check my cc yet to see if it has been charged. i hope it has...but im guessing i might be screwed here...

edit: as a 'backup,' i just ordered from apple's site (july 2 ship date)...hoping to get an att confirmation tomorrow so i can cancel the apple order. but im not holding my breath.

can the att system really generate a confirmation and an order # and then totally lose it??

well i woke up this morning with an email from att saying that they were "unable to verify the availability of funds with the card i provided. As a result, my order has not been processed."

so i call this morning and of course theyre getting slammed. wait on hold for 5 minutes and then a voicemail machine comes on. so i leave a message. then i called back and pressed 3 for sales - got through to someone immediately (you always do for sales). but that person transfers me back to the 'correct' department. i listen to their silly music for over 25 minutes when a recording comes on and says 'thank you for calling att, we're experiencing heavy call volume, please call back another time.' then they hung up on me. news that could have been brought to my attention 25 minutes ago.

guess ill try again later. no idea why they would be having problems verifying anything. also no idea where my order will lineup - when i placed it or when i finally get through and clear up whatever processing problems theyre having...??

 

[awestruck]

I'm in the same boat except I ordered later and my order shows up on the order status site.

 

[ACHAMED]

i ordered 3 times on one line on att.com and once from apple all on the same line, I got to emails from att saying the order has been canceled but not 3, and the one from apple already went through, you think ill get 2 iphones?