Update on "Attention" on ATT Premiere Order Status

[nbuubu]

Ordering from Premier actually hurt us rather than helped.

This most definitely. It doesn't help at all that the Premier order shell is completely out of date, with incorrect business hours listed on status messages to name just one.

All of my problems stemmed from the Premier order system itself: wrong address glitch, antiquated and almost-week-long waits between people actually correcting the problems, glitches which flagged legitimate calling plans as invalid, etc.

The CSRs know their order system is crap. But ultimately it's 100% AT&T's fault for leaving such an inadequate order system in place.

Maybe they should try laying off fewer tech and security people and invest in some decent infrastructure.

 

[Icarus73]

After 7 calls speaking with 6 CSRs and 2 Supervisors I finally got my order processed and I can finally see "backordered" on the regular AT&T order status page now. Before, I had nothing. By the way, my "order date" is 6/28. HA! I pre-ordered 6/15

The CSR I spoke with today tells me "uh...looks like your credit is still under analysis". I said "no. that's been checked and approved 3 times now." and she said "uh....well i can cancel your order and you can try to get one at an AT&T store tomorrow, but no guarantees they'll have enough phones to get you the ones you ordered.....or I can re-submit your order." I've had my order "re-submitted" by 4 reps prior to this and it didn't do a damn thing except give me another headache each time, so I asked for a supervisor again. (The last supervisor told me my phone was going to ship last thursday).

The 2nd supervisor today (WHO IS THE VOICE OF ALL THOSE PRE-RECORDED MESSAGES!) told me the previous supervisor I spoke with finished the credit check but didn't send the order for processing...he just left it sitting there basically in a dead state. So she manually processed my order on the phone, dealt with my port from Sprint and sent it to the warehouse.

I've never had such an awful experience with any company before, telecommunications or otherwise. Makes me sad to switch from Sprint, with whom I've never had a problem. At least I should get my phone this week.

 

[alee]

By the way, my "order date" is 6/28. HA! I pre-ordered 6/15

Ouch! Sorry to hear that, but welcome to the "I can finally see my order" club!

 

[ludawg23]

You guys need to realize that regardless if your order was "expedited" by a supervisor of not, NO one is getting a phone until they receive a new batch of phones.

I too ordered on the 15th through Premier and my order date on the regular site is June 22nd. Check out the AT&T community forums, there's a gigantic thread of Premier users who do not have their iPhones yet. There are many customers who ordered on the 15th but their regular site order date varies from the 17th-25th.

I just don't understand how they're going to spread out this new shipment that's supposed to be coming on the 29th. It seems to me that AT&T is more concerned with the retail store launch than fulfilling past orders.

I'm not going to hold my breath anymore because the disappointment sucks. I won't be surprised if I don't get my phone this week.

My CC has been charged for about 5 days now. If your order number is for the 28th, sorry to say but you're in the WAAY back of the line.

 

[timerollson]

Can I make an in-store purchase tomorrow as an AT&T Premier member???

 

[Icarus73]

You guys need to realize that regardless if your order was "expedited" by a supervisor of not, NO one is getting a phone until they receive a new batch of phones. If your order number is for the 28th, sorry to say but you're in the WAAY back of the line.

Calm down. I never said it was expedited. I wouldn't expect it to be expedited. I said it was finally processed manually by a supervisor, which is all I wanted in the first place, so I could join the line for shipment without processing problems.

 

[ludawg23]

Calm down. I never said it was expedited. I wouldn't expect it to be expedited. I said it was finally processed manually by a supervisor, which is all I wanted in the first place, so I could join the line for shipment without processing problems.

Sorry, didn't mean to come off like that.

But my patience for AT&T is wearing off and I'm beyond frustrated. Just wanted to relay some info for people expecting their phone any time soon.

 

[Icarus73]

I'm with you. They really, REALLY dropped the ball on this. None of the CSRs know anything, and the early pre-orderers are some of the last people that will be getting the phones. There has been a general state of confusion between AT&T employees and they don't really care to fix the problem. Or at least, it seems.

 

[uplusd]

Just filed a complaint with the BBB.

 

[fanth0m]

Just filed a complaint with the BBB.

i think this is a great idea. i think we should all do this.

i just found this thread today, and for everyone's information my situation is as follows:

ordered 10:00am on june 15 through premier website. stuck in processing all last week until i get an email at 8:45 SATURDAY night saying that my card was declined. called them yesterday as soon as i could at 8:00am, and she verified the card number (it was right) and i put HER on hold while i called my bank and merged the calls so that she could hear my banker personally state that the card was fine. as soon as the banker was off the phone, she immediately said, 'oh look, it went through'. what kind of crap is that?

anyway, i was told that i would still be 'ahead' of the orders even though the order was resubmitted and now states (on the regular at&t site) that it was submitted yesterday, june 28. called this morning and another csr said it is still processing and will ship 'as soon as possible'.

all items are backordered on my order status.

 

[ludawg23]

On the phone now, waiting for a supervisor.

Let's see if they get this "new shipment" in today.

Pretty lame how the AT&T retail stores are selling these phones yet Premier customers who ordered on 6/15 are still waiting.

 

[chartrapp]

Just ordered today

just ordered my iphone 4 today. hopefully there won't be hang-ups with the experience everyone seems to have with premiere.

 

[nbuubu]

anyway, i was told that i would still be 'ahead' of the orders even though the order was resubmitted and now states (on the regular at&t site) that it was submitted yesterday, june 28.

She was lying to you. After all thir screw ups we're all at the back of the line now based on what date is showing on their main order statis page. Multiple csrs confirmed this for me yesterday.

I ordered 15th but the main site says 24th.

 

[ludawg23]

She was lying to you. After all thir screw ups we're all at the back of the line now based on what date is showing on their main order statis page. Multiple csrs confirmed this for me yesterday.

I ordered 15th but the main site says 24th.

This is correct.

Your Premier order date virtual means nothing. The Premier group never had the ability to process/ship orders, they were basically just a middle man or another avenue to order the iPhone. What sucks is that they had to submit orders to the regular processing group AFTER they took in all those other pre-orders...we were basically the last ones to get processed. I ordered on the Premier site on 6/15 Noon EST but didn't receive an order on the main site until 6/22. Never ordering through Premier again...

 

[fanth0m]

This is correct.

Your Premier order date virtual means nothing. The Premier group never had the ability to process/ship orders, they were basically just a middle man or another avenue to order the iPhone. What sucks is that they had to submit orders to the regular processing group AFTER they took in all those other pre-orders...we were basically the last ones to get processed. I ordered on the Premier site on 6/15 Noon EST but didn't receive an order on the main site until 6/22. Never ordering through Premier again...

well that's just great. i would've rather camped out.

 

[ludawg23]

But we'll see what happens. The Premier site started taking orders again for the iPhone 4 so it looks like they received another big shipment. Hopefully they start fulfulling old orders. I've been waiting for this phone way too long now...just give it to me by the end of the week, PLEASE!

 

[fanth0m]

But we'll see what happens. The Premier site started taking orders again for the iPhone 4 so it looks like they received another big shipment. Hopefully they start fulfulling old orders. I've been waiting for this phone way too long now...just give it to me by the end of the week, PLEASE!

how can you tell that they started taking orders?

 

[ludawg23]

how can you tell that they started taking orders?

There are a few threads floating around that states the Premier site is taking iPhone 4 orders again.

I also tried to do a fake order on the Premier site and the iPhone 4 was available to be added to my cart. I don't think they would re-open orders if they couldn't fulfill them.

Or would they? lol

 

[fanth0m]

There are a few threads floating around that states the Premier site is taking iPhone 4 orders again.

I also tried to do a fake order on the Premier site and the iPhone 4 was available to be added to my cart. I don't think they would re-open orders if they couldn't fulfill them.

Or would they? lol

they should have drop shipped all of our orders like apple did...

 

[nbuubu]

There are a few threads floating around that states the Premier site is taking iPhone 4 orders again.

I also tried to do a fake order on the Premier site and the iPhone 4 was available to be added to my cart. I don't think they would re-open orders if they couldn't fulfill them.

Or would they? lol

Looking at all the people saying they had problems with the unlimited data plan, I called AGAIN to check as I was told the problem with my order was the unlimited text messaging plan.

Like clockwork, I got a different CSR, so I got a different answer.

This one said that YES, my unlimited DATA plan was the thing that was causing the problem, and that anyone who went through Premier with an unlimited data plan attached to their order had the hold-up. Because their processing system can't add a plan to an order which technically can't be
"new" ... or something.

Also, he said that I have to call Premier to activate (?!) the iphone and not the main line or else my unlimited data won't apply.

Asked about stock, and he confirmed that my date of order is officially the 24th even though I ordered on the 15th, and that there are still 14,000 preorders that need to be processed (we're all at the back of that line).

They are now at 19,000 backorders with orders opening back up today. I'd guess being actually processed so late, our phones will ship about the same time as the people who ordered today.

 

[timerollson]

how can you tell that they started taking orders?

AT&T Premier site is available for ordering but delivery says 7-10 BUSINESS days.

 

[ludawg23]

Looking at all the people saying they had problems with the unlimited data plan, I called AGAIN to check as I was told the problem with my order was the unlimited text messaging plan.

Like clockwork, I got a different CSR, so I got a different answer.

This one said that YES, my unlimited DATA plan was the thing that was causing the problem, and that anyone who went through Premier with an unlimited data plan attached to their order had the hold-up. Because their processing system can't add a plan to an order which technically can't be
"new" ... or something.

Also, he said that I have to call Premier to activate (?!) the iphone and not the main line or else my unlimited data won't apply.

Asked about stock, and he confirmed that my date of order is officially the 24th even though I ordered on the 15th, and that there are still 14,000 preorders that need to be processed (we're all at the back of that line).

They are now at 19,000 backorders with orders opening back up today. I'd guess being actually processed so late, our phones will ship about the same time as the people who ordered today.

Man, if they re-opened iPhone 4 orders and actually don't have the stock to fulfill them...there is SERIOUSLY something wrong with AT&T. They cannot be THAT stupid...

 

[alee]

Man, if they re-opened iPhone 4 orders and actually don't have the stock to fulfill them...there is SERIOUSLY something wrong with AT&T. They cannot be THAT stupid...

Sounds like Apple is looking after themselves and starving AT&T's inventory since they can't fulfill their own store demands.

 

[fanth0m]

Sounds like Apple is looking after themselves and starving AT&T's inventory since they can't fulfill their own store demands.

as long as none of the hardworking laborers at foxconn kill themselves, we should be okay waiting for them to supply the massive demand.

that certainly puts things into perspective...

but still, at&t sucks. period.

 

[nbuubu]

as long as none of the hardworking laborers at foxconn kill themselves, we should be okay waiting for them to supply the massive demand.

that certainly puts things into perspective...

but still, at&t sucks. period.

I don't mind a delay if it means Foxconn isn't rushing and pumping out phones with faulty proximity sensors, uncured glue and eyelashes under the screen, and correctly placed volume buttons.