Tutor
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5 Messages
Order “in progress” STILL! New Customer Order
I’m a new customer (potientially) I placed an order before the store opened so I can pick it up same day. Stated it was “in progress” past the time the store closed. I called and was told it takes up to 48 hours to process an order. They “promised” me that my phone would be ready to pick by the 48 hour mark. Welp 49 hours later, it’s still in progress. I called and they told me that it was because I wanted to keep my same number from a different carrier and that’s why it’s taking so long. They recommended that I cancel the order and place a new one with requesting a new number instead to speed the process up. And what do ya know, I did that and I’m STILL in the “in progress” status even with a whole new order and new phone number. It’s been over 24 hrs when I was quoted a specific time and date.
Ive called, I’ve chatted, I’ve called, called again and again and I get a different answer every time. Has anyone been through this before with att? I just need some insight on why I keep getting the run around and a realistic time frame on when I can get my phone. Someone PLEASE help me because I’m not calling them again.
ATTHelp
Community Support
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232.9K Messages
5 years ago
Hello @Carinoso
We're sorry to hear about the difficulties with your online order. Allow us to offer a helping hand!
Have you checked your spam or inbox for a confirmation email? Did you accept and confirmed the online order? Is the order still in progress?
To further investigate your online order, it is best contact or eCOM Support Team at: 866.267.4510 which are available Monday through Friday 8am to 12pm (ET) Saturday and Sunday 8am -8pm (ET) for additional assistance with your request.
We hope this helps, and enjoy the rest of your day!
Dwight, AT&T Community Specialist
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Carinoso
Tutor
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5 Messages
5 years ago
I ordered from Verizon as a new customer. They pulled my credit before my order was placed. Got my phone iPhone XS Max with no money down. Picked it up same day.
Canceled “in progress” order pending for days with At&t once Verizon handed me my phone in hand. AT&T lost a new customer because yall make the process very long and painful for no reason. Verizon got me my phone when quoted and on time. Take some pointers AT&T
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ATTHelp
Community Support
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232.9K Messages
5 years ago
Hello @Carinoso
Thanks for your feedback, & for giving us a chance. We will share your experience in hopes of improving the order process for new customers. Have a great week.
Kenneth, AT&T Community Specialist
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