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Update on "Attention" on ATT Premiere Order Status

I love this bit on the status page:

Unable to verify credit card number. Please call 1-866-499-8008 Monday – Friday 8:00 A.M. to 8:00 P.M. EST and Saturday 11:00 A.M. to 8:00 P.M. EST.*

They have the wrong hours listed. Plus they're closed on Saturdays now.

CSR yesterday claimed that 3 days after their screw up with billing addresses, some small authorization charges had already gone through on my card and that everything was fine.

Awesome that calling American Express shows absolutely no authorization charges since the failed one on the 15th. Their system has literally done NOTHING since the 15th, and no amount of calling or lies from their CSRs has made any difference at all.

Maybe their system is run by Abacus?
 
dmk1974 said:
Well, sometime within the past hour or so my Premier order status updated from "Attention" to "Processing" and now says last updated 6/19 (obviously).

I now for the first time also have the order showing on the "normal" order tracking site, but still concerned that it says "Date Ordered: 06/19/10". I ordered at 10:40am central time on the 15th. I sure hope I'm still going to receive it around the 24th or 25th and not mid-July!
Click to expand...
Mine went the other way...from 'Processing' to 'Attention' within that same time. :( And, of course, they're closed on Saturdays. What kind of CS is closed on Saturdays anymore?!
 
verdi1987 said:
My order isn't showing up yet on the regular AT&T order status page, either. My Premier order went to "Attention!" on 6/17. It turned out Chase had denied the transaction thinking it may have been fraud. After clearing things up, AT&T sent my order back through processing, and it was in "receipt" status. It still shows "Attention!" on the Premier status page. When I call, the automated systems says my order is "in process and should be completed within the next business day." It has said this since Thursday morning. I called AT&T several times, and everyone assured me everything is OK with my order.

I'm getting concerned...I'm calling again Monday morning if my order status doesn't change and doesn't show up on the regular AT&T order status site. My e-mail confirmation came at 01:39 AM PDT on 6/15.
Click to expand...

Update: Status changed from "Attention!" back to "Processing" around 9 AM PDT and now appears on the regular AT&T status page with a back-ordered status. It had a status of "Attention!" for two days. When I call, the automated system indicates it will "ship shortly." I see the authorization pending on my credit card.

I submitted my order about 40 minutes after pre-reg went live. I'm crossing my fingers.
 
verdi1987 said:
Update: Status changed from "Attention!" back to "Processing" around 9 AM PDT and now appears on the regular AT&T status page with a back-ordered status. It had a status of "Attention!" for two days. When I call, the automated system indicates it will "ship shortly." I see the authorization pending on my credit card.

I submitted my order about 40 minutes after pre-reg went live. I'm crossing my fingers.
Click to expand...

What is the number for the automated message ?
 
zizo79 said:
What is the number for the automated message ?
Click to expand...

It's the Premier customer service number (1-866-499-8008). Press 2 and then either 1 (to enter your order number) or 2 (to enter your wireless number). It will tell you the status of your order before asking if you want to be transferred to an agent.
 
verdi1987 said:
It's the Premier customer service number (1-866-499-8008). Press 2 and then either 1 (to enter your order number) or 2 (to enter your wireless number). It will tell you the status of your order before asking if you want to be transferred to an agent.
Click to expand...

Thanks ..I just called and it said that my order has been processed and it will ship shortly
 
zizo79 said:
Thanks ..I just called and it said that my order has been processed and it will ship shortly
Click to expand...

Ditto but my only concern is the order date of Jun 17 in non premier syatem vs 15 th on premier and fkng Backordered status
 
I just got off the phone with a supervisor from AT&T Premier Customer Service Dept. I confirmed, reconfirmed and reconfirmed again the process involving Premier Orders. According to the supervisor:

- If you ordered the iPhone on June 15th, 2010 (launch day) you WILL receive the iPhone between June 24th - June 28th (Even if the order date on the main AT&T site shows a later date).

- If you're credit card was charged the full amount ($299 + tax/etc) you are guaranteed an iPhone and your order is complete/will not be canceled.

- All orders will show on the main AT&T website as backordered until they officially ship out
 
MacMan1425 said:
I just got off the phone with a supervisor from AT&T Premier Customer Service Dept. I confirmed, reconfirmed and reconfirmed again the process involving Premier Orders. According to the supervisor:

- If you ordered the iPhone on June 15th, 2010 (launch day) you WILL receive the iPhone between June 24th - June 28th (Even if the order date on the main AT&T site shows a later date).

- If you're credit card was charged the full amount ($299 + tax/etc) you are guaranteed an iPhone and your order is complete/will not be canceled.

- All orders will show on the main AT&T website as backordered until they officially ship out
Click to expand...
I thought Premier customer service is closed on saturday isn't it!!
 
MacMan1425 said:
I just got off the phone with a supervisor from AT&T Premier Customer Service Dept. I confirmed, reconfirmed and reconfirmed again the process involving Premier Orders. According to the supervisor:

- If you ordered the iPhone on June 15th, 2010 (launch day) you WILL receive the iPhone between June 24th - June 28th (Even if the order date on the main AT&T site shows a later date).

- If you're credit card was charged the full amount ($299 + tax/etc) you are guaranteed an iPhone and your order is complete/will not be canceled.

- All orders will show on the main AT&T website as backordered until they officially ship out
Click to expand...


I ordered through Premiere on 6/15 at 10:45 am Pacific. My status finally changed from Attention to Processing today - whew! And, my credit card was finally charged $299 but the tax was not charged which is kind of weird. The Premier customer service phone number is closed for the weekend but I was also able to confirm my order as being processed via the automated system. How did you get to talk to a Premier rep. on a weekend? Or did you talk to a regular AT&T customer service rep?
 
AppleBerry said:
I thought Premier customer service is closed on saturday isn't it!!
Click to expand...

I dialed 611 from my phone and spoke with a rep and asked to be transferred to a supervisor. I am not 100% sure if he was from premier customer service however he accessed all my premier info and explained how the order process went. If you say premier is closed then he must have been a main AT&T supervisor (if so, IMO he has a better understanding of the order process).
 
Hey, here's something fun! Check out your AT&T usage stats. Those of you using the 866 number to get through to Premier may notice that AT&T is generously deducting those minutes from your minutes, unlike using 611. Isn't that nice of them?! Fantastic! So not only am I not getting at least one of the two Iphones I ordered (and probably neither of them, regardless it's not fair to my wife) but they're also eating into the minutes I pay for when I call to take care of the problems that they themselves have caused. AWESOME.
 
malnar said:
Hey, here's something fun! Check out your AT&T usage stats. Those of you using the 866 number to get through to Premier may notice that AT&T is generously deducting those minutes from your minutes, unlike using 611. Isn't that nice of them?! Fantastic! So not only am I not getting at least one of the two Iphones I ordered (and probably neither of them, regardless it's not fair to my wife) but they're also eating into the minutes I pay for when I call to take care of the problems that they themselves have caused. AWESOME.
Click to expand...

Yah, I'd recommend using a land-line for any toll-free #s, but that's just me.
 
verdi1987 said:
Mine is still showing as backordered as well. My order went through at 1:39 AM PDT on 6/15.
Click to expand...

For data's sake:

Ordered 4:27a CST on 6/15.
Received confirmation email 4:27a CST on 6/15
Premier site - processing
Premier phone - "order is processed and will ship shortly
Regular AT&T site - 1 ordered, 1 backordered, order date 6/16
Regular AT&T phone - "your order currently has items that are backordered..."
 
withe011 said:

For data's sake:

Ordered 4:27a CST on 6/15.
Received confirmation email 4:27a CST on 6/15
Premier site - processing
Premier phone - "order is processed and will ship shortly
Regular AT&T site - 1 ordered, 1 backordered, order date 6/16
Regular AT&T phone - "your order currently has items that are backordered..."
Click to expand...

Wass regular att phone no?
 
withe011 said:

For data's sake:

Ordered 4:27a CST on 6/15.
Received confirmation email 4:27a CST on 6/15
Premier site - processing
Premier phone - "order is processed and will ship shortly
Regular AT&T site - 1 ordered, 1 backordered, order date 6/16
Regular AT&T phone - "your order currently has items that are backordered..."
Click to expand...
Well, I can't replicate any of this - Premier is "attention," as before, regular side doesn't recognize my order either on the site or by phone. Can't even preorder from Apple now due to my FAN. Apparently I'm totally screwed. This would count as one of the very worst buying experiences I've ever had.
 
Mine has been on "Attention!" since Wednesday night. I had called and spoken with reps 2-3 times and all 3 times I was assured my order was ok.

Then yesterday afternoon I get an email from Bank of America about suspicious activity on my card. It turns out that Bank of America declined my authorization because they had suspended my card number earlier in the week and had mailed me a new card with a different card number that I had no idea was coming to me because of a system conversion recently. I believe they re-enabled my old card until 6/23 so I could get the purchase through and luckily I found my new card in a stack of some un-opened mail.

Of course I get this email on a Saturday after the initial $1.00 authorization was declined on the 15th and they tried to run the full amount on the 19th and AT&T Premier support is closed on the weekends.

I hope I can get in touch with someone Monday morning to try to fix my card information before my order gets canceled.
 
withe011 said:

For data's sake:

Ordered 4:27a CST on 6/15.
Received confirmation email 4:27a CST on 6/15
Premier site - processing
Premier phone - "order is processed and will ship shortly
Regular AT&T site - 1 ordered, 1 backordered, order date 6/16
Regular AT&T phone - "your order currently has items that are backordered..."
Click to expand...


Exactly the same except for the order time on premier was 1:15pm EST on 6/15
 
Well, I talked to a rep this morning and he seemed pretty knowledgable about the launch. He stated to ignore the wireless info FOR NOW until tomorrow or Tuesday when the item offically ships. Anyone getting 0 or 1 means nothing until it ships. He was able to look up my date, type, and status which the other reps simply did not do. I feel better and I'm getting off of here as this board is making me paronoid.
 
Was Processing, now Attention!

Anyone given the reason for it changing so late in the game?

I ordered at approximately 715am EDT 6/15. I got the confirmation email immediately and have had 2 $1 auth charges on my CC.

I tried calling but they are closed until tomorrow morning.

I received an email stating they need more info last night. I had been obsessively checking my status and it had been Processing but now it says Attention! :(

Do you think I'll still get the phone on the 24th?

Thanks,
Worrywart
 
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