11-09-2012, 07:40 AM #1
- 81 Posts
Well just like many of you I have placed a preorder the minute non premiere orders went live. I have received two e-mails one receipt and one order processed. Until yesterday my order was still showing processing and as of this morning it is showing "canceled'. No e-mail of any kind from ATT has been sent to me to let me know the reason. My credit card is still showing the charge.
What frustrates me about AT&T is the lack of the ability to be able to track the order process. But what frustrates me more are the things like this, zero communication on their part. I have spoken to two customer service reps yesterday and nether one knew where my order is. I am going o call today to try and figure out the reason for cancelation, but I suspect that they will also have no clue.
In any case I the charge will go away in the next two days I will most likely go to the store and pick up the phone myself, but this is still not an answer to why they have canceled my order for no reason what so ever.
- 11-09-2012, 07:55 AM #2
Right there with ya pal.
Same thing happened to me. About to go hit the store in a few. I was going to cancel once I saw it was backordered so I could get one at the store anyway, I guess they saved me the trouble.
- 11-09-2012, 09:22 AM #3
Same story here for a no-commitment, black 920 order from Wednesday evening. Received two emails confirming the order within moments of placing it, the hold is there on my Discover card and watched as my order status changed from "processing" to "pending shipment," back to "processing" then "backordered" and finally "canceled" last night.
Just plain weird.
11-09-2012, 10:24 AM #5
- 1 Posts
I just called customer service and they said there's a glitch in the order system that's reporting these orders as canceled, but actually they are not. The issue is being worked and the rep said once it's fixed there will be updated e-mails going out to confirm the orders are still being processed.
- 11-09-2012, 11:04 AM #6
I wouldn't believe anything a service rep says from ATT. Call back and you will get a different answer. If there is one company that can be defined as clusterf, it's ATT. Between my conversations with store reps, emails, speaking with CSR, and news releases I haven't heard the same thing twice. I actually got my phone yesterday so I can't complain too loudly, but between all the communication with them and not getting my charging plate I will never contact them again for anything. This has been the most miserable experience with customer service I have ever had. No organization ot communication whatsoever.
11-09-2012, 03:32 PM #7
- 81 Posts
So because I m not home till Monday I have decided to research this issue further.
I have called customer support and was on line with the lady for over 15 minutes just to verify that the order is really canceled, and the only thing that she can do was to pace a new order.
Due to her inability to do it properly she has decided to transfer me to a Premiere department because I apparently have a premiere status (was not aware of this). The next lady in premiere department has informed me that I was transferred to a wrong premiere, and need to be transferred to general premiere.
Well the next lady has informed me that because I have placed an order through consumer department there was nothing that she could do for me and transferred me back to the place where I have started. By this time I am a little upset to say the least.
I spoke to another nice lady and have decided to place an order again. I was insured that the order would go through and will get a priority shipment. However, the charge plate will go out first come first serve bases as a separate order.
As of right now, my phone and sim card are both processing and showing that it is shipping today via FEDEX but no tracking number yet.
Hopefully it will be a better experience this time around, but for a company the size of ZT&T there should be absolutely no reason why we should go through this ridiculous set of steps.