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Update on "Attention" on ATT Premiere Order Status
- Thread starter Vin365
- Start date
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If you're still at "ATTENTION!" call and ask why it hasn't processed yet. I called just a bit ago and the rep said my order was now okay to process (since last Friday when my issue was cleared up) and offered to "process my order to speed up shipping," and I of course wanted that. I have no idea how long it would have been had she not offered that, but it appears that the "ATTENTION!" orders are not priority. According to her, it will ship in the "next couple of days." My status changed on the site immediately from ATTENTION back to "processing," happily. Now let's see "shipping."
I'm going to call again and try to get them to manually push it through. My status still says "Attention!"
I was on the phone with them for three and a half hours, but finally got them to remove it (this was last Thursday).
Heh, I've called and checked every single business day since it appeared. Did no good. Past few reps have said the status page refreshes once every 24 hours, which is obviously incorrect if you can call and get it cleared immediately.
At this point I'm pretty much done. If it ships by tomorrow, great, but I fully expect it to stay at Attention. I'd guess it's 50/50 my order is delayed, or it shows up on the 24th with my status still saying "Attention."
Nothing's really been processed as my upgrade eligibility is still valid. So if it is still that way on Thursday I'll try my luck at an Apple Store, or simply wait for the White to come out, which I wanted originally anyway. Curious if my Premier discounts will still apply if I buy an iPhone 4 in-store.
Pretty annoyed by the shoddy, glitchy service of Premier. From accidental credit card charges, to repeated broken promises, to the wrong address being sent on my confirmation email, to the last rep getting clearly annoyed that I wouldn't take him at his word when the 6 reps before him had all given their word and it didn't work out. Meh.
I called this morning and the rep said nothing was wrong with my order and to ignore the Attention status. Should I call again and ask another rep to manually process it?
I posted this on the 17th, but figured I'd post it again for those of you that may not have seen it:
Just spoke with another Supervisor. According to her, she is as high as they go up the management chain and she has absolutely no contact with the people that process orders.
I found that really hard to believe. I had her itemize the reasons why my order may not go through and why it would be flagged with that Attention! status and one by one, we ruled them out (correct address, credit card authorization went through, I'm eligible for upgrade, etc). So after ruling all of those reasons out, I asked her again why my account is being flagged. She didn't have a good answer.
After going back and forth a bit, she told me that my order will not be processed today. I asked her how she knew that if she had no contact with the other processing department? She got really flustered and realized that she just got caught in a lie. Then she said, "I mis-spoke. I'm not sure when it will go through. They have to process hundreds of thousands of these manually". I have a difficult time believing that they are manually processing all of these orders.
In a polite and professional manner, I respectfully told her that I'll remain on hold until someone could help me. She said "Fine, you will probably be on-hold all day". I told her that would be fine. After 45 minutes of being placed on hold, she finally came back and told me that my order status has been changed. I looked and it did get changed! Apparently she did have some contact with the processing department.
All in all, that took exactly 3 hours and 30 minutes to get resolved.
Readers Digest Version: When you call AT&T support, BE PERSISTENT, I mean relentlessly persistent LOL
One of my favorite quotes is "Chance favors those who persist".
UPDATE: As of 11:13 MDT 6/22, my order is still backordered and I still don't have any tracking info
Just spoke with another Supervisor. According to her, she is as high as they go up the management chain and she has absolutely no contact with the people that process orders.
I found that really hard to believe. I had her itemize the reasons why my order may not go through and why it would be flagged with that Attention! status and one by one, we ruled them out (correct address, credit card authorization went through, I'm eligible for upgrade, etc). So after ruling all of those reasons out, I asked her again why my account is being flagged. She didn't have a good answer. After going back and forth a bit, she told me that my order will not be processed today. I asked her how she knew that if she had no contact with the other processing department? She got really flustered and realized that she just got caught in a lie. Then she said, "I mis-spoke. I'm not sure when it will go through. They have to process hundreds of thousands of these manually". I have a difficult time believing that they are manually processing all of these orders.
In a polite and professional manner, I respectfully told her that I'll remain on hold until someone could help me. She said "Fine, you will probably be on-hold all day". I told her that would be fine.
After 45 minutes of being placed on hold, she finally came back and told me that my order status has been changed. I looked and it did get changed! Apparently she did have some contact with the processing department. All in all, that took exactly 3 hours and 30 minutes to get resolved.
Readers Digest Version: When you call AT&T support, BE PERSISTENT, I mean relentlessly persistent LOL
One of my favorite quotes is "Chance favors those who persist".
UPDATE: As of 11:13 MDT 6/22, my order is still backordered and I still don't have any tracking info
I got a "Your order requires Attention" email on Saturday night. I called first thing Monday (yesterday) and all in all I spent 2.5 hours on the phone to get it cleared up (the port). I was told everything was fine and dandy and the port request would take 24 hours. I assumed the Attention label would go away, but it has not. I am really ticked off knowing that people who ordered after me will be getting their phones tomorrow.
They picked up!
They picked up!
UPDATE: As of 11:13 MDT 6/22, my order is still backordered and I still don't have any tracking info
Same here Inferno. But I figure the must be like loading the trucks up now or something. At least I hope they are. My situation is very similar to yours. One of my co-workers got shipping notification today as well -- and they ordered after me.
I did just that this morning. The rep said no, manual processing wasn't possible, then did his best to get me to hang up. I gave up at that point.
It seems as though it's completely luck of the draw, if that Attention status really means anything anyway.
Oh well, I tried! No luck getting them to process it manually or push it through or speed it up. She checked several things and was very helpful but definitely wanted to get me off the phone ASAP after she realized there was nothing wrong with my order. She said the next email will be shipping info.
The Attention status should be ignored - it falls off 24-48 hours after something is cleared up. Whatever. However, they all seem to be giving the same answer - leave us alone and your phone will be sent as soon as humanly possible!
The Attention status should be ignored - it falls off 24-48 hours after something is cleared up. Whatever. However, they all seem to be giving the same answer - leave us alone and your phone will be sent as soon as humanly possible!
Anyone else with this issue?
This is my exact problem!
Got an attention e-mail on Saturday and didn't call them until Monday. I tried porting my Boston # and they had to make a few revisions which the rep manually did.
My "attention" status has not changed although when I call the premier number and key in my order #, it says "processing and should be done in 24 hours"
I was one of the lucky ones who pre-ordered on June 15th, around noon EST. I'm just hoping I'm ok and I'll still get my phone on Thursday
This is my exact problem!
Got an attention e-mail on Saturday and didn't call them until Monday. I tried porting my Boston # and they had to make a few revisions which the rep manually did.
My "attention" status has not changed although when I call the premier number and key in my order #, it says "processing and should be done in 24 hours"
I was one of the lucky ones who pre-ordered on June 15th, around noon EST. I'm just hoping I'm ok and I'll still get my phone on Thursday
Wonder if they're going through them in order. I'm still stuck at Attention: Credit Card, etc.
My order number begins with 1012291xxxxxxxxxxx.
My order number is 1012290xxxxxxxx. I ordered around 10:30AM PST on pre-order launch day.
WTF -- My order is 1012286xxxxxxxxx and is still showing as backordered! I ordered at 7:15 a.m. PDT on pre-order launch day.
1 of my 2 1012283xxxxxxxxxxx orders still hasn't made it to the main site yet.
Keep us posted nbuubu.
Keep us posted nbuubu.
how did you get through? I've been trying all day and get that stupid automated line telling me to try again later and it hangs up on me.
LAME
Got through fairly quick. Apparently there's a problem with the plan I selected now, which is holding up my order. The rep read off a long error message with "error 7" and "upgrade new service error" and "let's just screw with the guy" all generated by their system. I'm guessing on the latter one.
Still nothing on the main site.
You gotta keep calling back to back. It took me about 8 tries this morning to get into the queue.
Every once in awhile I get OCD and call but the message says I'm in processing mode. Website still says "attention!" and my order is not found in regular AT&T's website. I won't get my order fulfilled until it shows up on the AT&T wireless site.
I have the same problem as you regarding the port.
Order status on the site says "attention" but when I call up the premier number and enter it in, it says "processing"
I'm on the phone right now with the premier department and there's a nice lady who is trying to connect me to an agenet. I'll update you when I have something more concrete.