Voyager
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3 Messages
Where's my phone - status still pending
I ordered an iPhone 6 two days ago, but my order is still showing up as "pending." I've checked the order status several times, chatted with four representatives (was disconnected twice during transfers) and talked on the phone with "Premier," twice but all I was told is that this wait time is normal, and there's nothing they can do about it.
Really? Not in my experience. I've been dealing with companies and placing orders for 30-plus years and I've never ordered from a company and had to wait 2 days just to confirm my order.
This is all I get: Processing
Expected Ship Date: Pending Confirmation
So, here's what I've tried:
Me
Can I cancel the order?
AT&T:
No, but you can refuse shipment - or just send it back.
Me:
Can I just pick it up at an AT&T store instead?
AT&T
No. Not now, you've already placed the order online.
Me:
Can you tell me when I'll get my phone?
AT&T:
It takes 24-48 hours to process; another 2-4 days in handling; and another 2 days for shipping.
Me:
Can you tell me if my order was successfully processed?
AT&T:
No, you have to wait 24-48 hours (well, i have, and it's now Saturday)
I'm so frustrated. I just want to make sure my order is valid, so I can sell my current phone on eBay. I don't even really care how long it takes to receive my order (Although, while on that subject, the website ads that promise "free express delivery" in 2 days are very misleading considering the 24-48 hour "confirmation period," the 2-4 days of "handling" and the actual 2 days of shipping (that's 5-8 days)).
It's not surprising to see AT&T is consistently ranked last in customer service. This is the last time I ever order from AT&T's website. Period.
ATTMobilityCare
Community Support
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15.2K Messages
9 years ago
Hello! @leafbelly Thanks for posting your concerns.
So we can get this resolved, Please send me a private message by Clicking Here and include the following information:
Your cellular or account number
Your full name
The best date and time to contact you
Thanks!
Charise
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LDerou22
Mentor
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47 Messages
9 years ago
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leafbelly
Voyager
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3 Messages
9 years ago
Thank you all for the help.
I was able to get top-notch assistance from Tiffany, who was extremely helpful. The status update finally changed on Monday to shipping on March 26-April 1, but actually shipped that day and I received it on Wednesday (25th).
Although I'm still a little disappointed in the Premier website, I'm very glad these forums are here - they've helped change my view of AT&T customer service.
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Creech1979
Contributor
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1 Message
9 years ago
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FedUp1982
Tutor
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5 Messages
9 years ago
Hi. I received my phone yesterday after a pretty lengthy back and forth with phone support.
What did the trick for me was actually posting my complaint on At & t's facebook page. The social media managment team are REALLY quick with responding to customer complaints on Facebook. After I posted the complaint, I was contacted the next day and it took management a couple of days to figure out exactly what was going on with my order. Once they realized that there was a glich in the system on the day that I ordered my phone (May 25th) then they were able to keep me updated and rectify the problem.
It took a week and 2 days, but like I said I finally got the iPhone plus yesterday 🙂
So post whats going on with your order on AT & T's facebook page and hopefully you will get answers quickly like I did. Good luck to you!
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