Worst AT&T Experience EVER!! - Upgrade Eligibility Still Not Reset Been Over 2 WKS

Discussion in 'iPhone' started by tipopilota, Oct 5, 2014.

  1. tipopilota macrumors member

    Feb 7, 2010
    So I ordered an iPhone through Apple just over two weeks ago. Since I was able to have better luck getting the phone in a local store vs. waiting the 3-4 weeks to get the phone I cancelled my online order fully expecting that within a day or two my upgrade eligibility would be reset. Well it has now been two weeks and the upgrade eligibility has yet to be reset and after several calls to both att and apple ATT is still jerking me around. They fully see that the order was cancelled, however they are now telling me they need to put a case in to get this reversed and can take up to a week to get it taken care of. This is completely unacceptable. What other options do i have???
  2. double329 macrumors 6502

    Sep 10, 2008
    That doesn't sound right. The upgrade eligibility should restore within few min after the order was cancelled. I cancelled twice on the same line. Ordered from ATT then I cancelled. I then ordered from Apple store then, I cancelled. Both were almost immediately restored.
  3. Thunder82 macrumors 6502

    Jul 16, 2008
    Chicago, IL
    Same thing happened to me. Did you have another next device that you returned with the 14day window? This happens when you cancel two next plans within the 14day window and try to setup a third.

    Get the case setup and then badger them every day to get it resolved. A manager from the business direct department will need to approve it. Total pain in the ass =\
  4. tipopilota thread starter macrumors member

    Feb 7, 2010
    This was the only next purchase on this line. This is just horrible service.
  5. sleepyking macrumors 6502

    Oct 5, 2012
    If you ordered through Apple.com or th App, then returned in store, the error is due to Apple's servers not recognizing the return. On AT&T's end, the eligibility is reset immediately and you can even order through them if you choose; just not through Apple.

    This is the problem I had along with several other users. What worked for me is I went to the Apple Store and bought the phone directly from them. They did not see any error messages or eligibility issues from their handheld POS system. Good luck - this seems to be the only way to get a new iPhone if you want it directly from Apple. Of course this is assuming you're experiencing exactly what I just described
  6. Jane333 macrumors regular

    Jul 6, 2012
    Michigan USA
    I was thinking of canceling about a week ago and trying to get a 6+ in the store as I saw there was sporadic availability, but I was afraid exactly this would happen, so I did not cancel. Fast forward to today and I am still waiting, but now know when I can expect the phone.

    You should definitely open a case and express your dissatisfaction. This is not right.
  7. jlake02 macrumors 68020


    Nov 2, 2008
    Call and tell them you want to cancel your AT&T service. They'll send you to retentions who will bend over backwards to make it right.

  8. Souskei macrumors member

    Nov 18, 2013
    Man I'm sorry for your troubles!

    I have two lines - on the first I got an iPhone 6 and warranty swapped it and then returned swap.. 4 days later still no upgrade reset.

    My second line - bought a 6 plus and then returned it and got my upgrade reset almost immediately.

    I don't know if it was the warranty swap or what.. But it's taking longer than it should and I don't want to go so far as to open a case. I just got off the phone with AT&T and they told me to wait a few more days but I'm going to the ATT corporate store right now to see if they can do anything.
  9. OneMike macrumors 603


    Oct 19, 2005
    Other than wait your option would be to find a new carrier. Try to escalate call or contact their social team on Twitter. Before I cancelled I had good experiences their
  10. FtrV8 macrumors regular


    Sep 16, 2009
    Currently same issue as you. Still not reset. Had to speak to a call center manager and they have created a case internally, and it's supposed to be taken care of in a few days.

    Still not reversed. Fourth day. SMH!
  11. aevelasquez, Oct 5, 2014
    Last edited: Oct 5, 2014

    aevelasquez macrumors regular

    Feb 15, 2011
    Miami, FL
    I went through this same ********, man.

    I cancelled my order to pick one up in store and was unsuccessful. Once I got home, I tried to replace the order online and was told that my upgrade eligibility hadn't been reinstated to my account yet. I was told to wait 48 hours, which I did: the Saturday and Sunday. There were **** all changes in my eligibility Monday morning. I called 611 and spoke to an agent while live chatting another online and they told me that it would actually be 2 business days, not two days. Like a dumbass, I wait the additional two days, and when nothing changed, I call, at which point they go back on what was previously said and tell me it's actually 3 business days. Around 8PM on that 3rd business day (Wednesday) I was at the end of my rope. With the last shred of patience exhausted, I called and calmly explained the perpetually tedious situation to yet another Agent. They tried to tell me to wait until Thursday, and I just lost my **** and, right then, demanded to speak to a supervisor. The supervisor I spoke to did more than anyone had up to that point, but still really did ****ing nothing for me. He opened a case that, according to him, would take 2 weeks to process and still might not resolve itself at the end of it all. I hung up and decided to put one last ditch effort forth and went on the Live Chat. I explained everything pertaining to the situation up to that point to someone on the chat. This person turned out to be a godsend, which I made sure say, and they opened an 'Urgent Case' for me and escalated it to their supervisor, who also joined the chat. Finally, she promised to have this resolved by Thursday (the following day) and sure enough, right around Thursday morning. I called the *639# from my phone to have my eligibility texted to me and it had been restored.

    Basically I had to hound them multiple times a day for over a damn week and open two case and get the second one escalated and then speak to a supervisor to have it resolved. If I hadn't I'd still be here 2 and a half weeks later waiting for this **** to be restored. The whole thing cost me about 2 additional weeks on my iPhone expected ship date from Apple. Like, I had to find someone who literally had to promise to call me back the next day to confirm the resolution. You have to get them on the phone and bust their balls, otherwise they're not going to do **** for you. I swear most of AT&T's customer service reps are so ****ing useless and will say whatever the hell will get you off the phone, as they know they're highly unlikely to talk to you again. Horrible way to run a company, but what the ufck can I do.
  12. Souskei macrumors member

    Nov 18, 2013
    My 1st line finally got reset.

    All in all 5 days and lots of talking on the phone and visiting the apple store and AT&T corporate store..

    They gave me the run around.. But apple finally called AT&T for me and told them that the equipment was returned... And then an hour later still no reset.. So I went to an ATT corporate store with my warranty exchange receipt and return receipt and the manager there was kind enough to call Custer care for me and told them what was going on..

    15 minutes later it finally got reset.

    I hope you guys get your situations resolved.. Returning on ATT next is a f***in headache.
  13. joefrank64k macrumors 6502


    Feb 12, 2008
    I'm in a similar situation. Pre-ordered a 64gb 6 through Apple. Returned it on 10/03 to an Apple Store because my wife wants the 6+ instead. Was told Next eligibility would take 24-48 hours to reset. Still nothing.

    Called AT&T to see what was what. They confirmed that Apple showed the iPhone returned, but AT&T's system still shows that I have it. They created a "commitment ticket" and said they'd call me tomorrow to either confirm eligibility reset, or they'd escalate the case. We'll see!
  14. kwando macrumors member

    Jan 25, 2012
    I had a similar issue. Pre-ordered on ATT, but got so fed up with waiting I ordered another phone using the same number as an upgrade on Apple.

    Well I found one in Stock at Apple and used another line for the upgrade. Once I actually got the phone in my hand I cancelled my initial ATT order and Apple order online.

    My eligabilty did not change back, I contacted a member on the ATT forum community and they actually called me to correct the problem.
  15. ToroidalZeus macrumors 68020


    Dec 8, 2009
    If the problem is your ATT eligibility Call 611 and ask for an upgrade reversal.
    If the problem is your Apple eligibility then gg.
  16. brand macrumors 601


    Oct 3, 2006
    If this is truly unacceptable like you are saying then its a good thing that there are other carriers that you can take your business to. The fact that you are still with this carrier tells me that this is somewhat acceptable otherwise you would have changed carriers already.
  17. joefoxx macrumors newbie

    Sep 24, 2014
    It happened to me too....

    I cancelled an order on September 25th from apple.com. I had to wait until the 3rd to get it reversed... I basically called everyday twice, but really the rep can't do anything except opening a case.
  18. Steve686 macrumors 68040


    Nov 13, 2007
    US>FL>Miami/Dade>Sunny Isles Beach>Condo
    That indeed is pretty bad.

    I returned a 6 to the ATT store, and after I walked out of the store I checked my upgrade eligibility through the ATT app and was already eligible again on the same line.


    Or he would ask if anyone actually has some good advice on what to do so he doesn't have to get to that point.
  19. AFDoc macrumors 68030

    Jun 29, 2012
    Colorado Springs USA for now
    Plan your purchases better...... Don't be a spaz and NEED the phone NOW..... Suck it up and deal. All options for you to consider in the future.
  20. Shadowbech macrumors 601

    Oct 18, 2011
    Planet iPhone
    I am in a similar situation here.

    On September 30th, I returned the 6 Plus that I purchased using AT&T Next on launch day. The apple store manager processed my return and was told that my AT&T Next should be reset. Well I go and check my account and nope, it has not been reset. I live chat with AT&T rep and was told to wait 24-48 hours.

    Come friday, I check my account and the AT&T Next has not been reset yet. I chat with AT&T rep again, I tell my story, rep tries to be helpful, even went to get the supervisor and tries to revert the upgrade. Well supervisor tells me that they can't reset the AT&T Next because I purchased the device at a Non-Company Owned store (Apple Store) and directs me to Apple store since they have to do the reset.

    At this point I've been bounced back and forth, and I've talked to the Apple Store manager (who happens to be the person who processed my return), so he pretty much understands. But at this point he can't do anything because the system shows that the device is returned and stuff and he said he will get in touch with the AT&T rep that deals with Apple and I should hear back on Monday.

    Well on Saturday, I live chat with AT&T rep and have expressed my frustration, and even told that if I get charged for the installment on my next bill that I will NOT pay for the installment since I don't have the phone that I returned. AT&T rep reviews my account and sees that in the system that I have indeed returned the device and indeed I purchased the phone at full price. She assured me that I will NOT get charged for the Installment. Which puts me at ease. I have even asked the rep to put a note on my account stating that the installment are to be waived.

    As of now, my account has not been updated, and will plan on visiting Apple store and to speak with the manager in hopes to resolve this issue. This is very frustrating.

    Sorry for the long post.
  21. syclick macrumors regular

    Jan 19, 2009
    I had the same thing happen to me. To make it worse, I camped out overnight for the iPhone 6 and wasn't able to upgrade when I finally had the 6 Plus in my hands. It took over two weeks and MANY phone calls to finally get it squared away.

    As much as I hate to say it, I think the issue would still be unresolved had I not gotten angry on my last phone call.
  22. alent1234 macrumors 603

    Jun 19, 2009
    This happens every year with people who order, cancel, buy, return, etc. Sometimes five times over just to get a phone
  23. lyutin macrumors regular

    Sep 14, 2012
    Brooklyn, NY
    happened to me last year. here is the solution.

    At&t sometimes does this because they are **********. Go to At&t store, ask to speak to a manager. explain your situation, and tell them its unacceptable. I had the same thing last year, after a week of broken promises, i ended up going to a corporate at&t store, spoke to a manager, who was BTW awesome and he reset the upgrade eligibility right there on the spot.
  24. its Dale, Oct 6, 2014
    Last edited: Oct 6, 2014

    its Dale macrumors 6502

    Apr 8, 2013
    LA California
    thats nuts. canceled pre order for 6P through att online (via chat) and immediately checked apple site and upgrade was elligble. went to best buy a couple of hours later and got the 6 for my brother.
  25. GoCubsGo macrumors Nehalem


    Feb 19, 2005
    Unfortunately they don't. They let a 12 year customer walk after telling me I needed to purchase one of their little antenna extender deals that they were giving away for free. I got no service in my house suddenly and they didn't care. I cancelled with them and went to another carrier.

    OP I think you'd be better served to go into an AT&T store. It may be wise to just get the phone in store next time instead of trying to see who will get it to you first.

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