My Iphone cancellation horror story

[usakiewiczd]

Ok horror story is a bit much but it did make me very angry. So here it goes: 

1. I order my phone on the 26th

2. Today I read about people canceling their orders and just picking them up at Apple stores

3. I say great I have an Apple story about 10 minutes form my home

4. Cancellation attempt number one at 6 pm

 After 15 minutes "Sorry sir I can't cancel your order its 'IN PROGRESS'"

  "But its backordered, and you haven't charged me yet?"

"I don't see anything about back order, my computer shows it in progress"

"So my computer says more than yours?"

"Yes....but you can just refuse the order when it arrives and we will give you your upgrade eligibility back"

"You can't just reinstate my eligibility so I can buy it now then refuse the phone when it comes?"

"NO"

"OH... well that defeats the purpose....can i speak with a supervisor?"

"Sure one moment..." about 30 moments later "I'll have him call you back he's very busy he can handle it"

"Ok that's great 30 minutes?"

"Thirty minutes."

5. After waiting until 8:40 with no phone call I decide to call back and drive as quickly as possible to the Apple store

6. Driving 50 down a 30 I get a representative and explain my story

"Sorry sir but the rep was right you can't cancel an order in progress"

"I know for a fact people are doing it, in fact its all over your website"

"Well let me see if I can connect you to someone"

"Your supervisor?"

"Oh no sir he's very busy"

7. Arrive at Apple store at 8:50 I will have this phone!!!

8. Super cool, hip looking Apple guy looks at me funny when I walk in listening to crappy 70's elevator music on my 8 year old Motorola RAZR. 

9. Still on hold 8:55 I decide to ask the burning question:

    Me " You have any Apple Iphones?"

    Apple dude "...Plenty...."

    Me "GREAT!"

    Apple dude "................."

10. 9:10 store closing Apple dude cares enough to stay with me the extra 10 minutes before closing up so i can get my       phone 

11. 9:20 Hate to overstay my welcome so I leave, Apple dude seems happy at this. Waves to me as I leave, flips me           the bird as I walk away

12. 9:25 Already half way home i finally get off hold...

"Hi sorry for the wait unfortunately there is nothing I can do personally to help so I put you in queue to speak with a rep in an online services department. I can either have her call back or you can stay on the line and wait it           out"

"Can I just wait I got the run around last time, how long do you think it will take?"

"Oh I don't know sir that department is rather busy!"

13. 9:40 I get connected to the ATT Buisiness premier hotline, not a rep, not an online department, the hotline that           gives me the button options for different offices. The para espanol robot.

14. "For online orders click 3" ....*click*....."I'm sorry our offices are closed for the night thank you for calling At&T have       a good night"

15. 9: 50 .......I cry in a corner *sniffle* 

[Lakersalldey]

If you ordered through Premiere you should have called their customer service Dept the first attempt. I called and the lady cancelled my order no hassle in less than 5 minutes.

[perryx987]

Thats horrible. I'll add to that...

Went to ATT today with my girlfriend to buy her iphone4.

They wouldnt let her buy it b/c she didnt have a major credit card, only her debit card.

I interverened, explaining that I paid with a debit card 10 days ago and asked why she couldnt use debit.

Sales associate told me that banks can only put money on hold for 7 business days so once the money is off of a hold, my order will automatically be cancelled because the order will obviously ship way after 7 business days.

Long story short, I'm screwed. ATT never told me that I was going to get cancelled. So basically I've been waiting 10 days for NOTHING. I tried canceling and they told me to wait it out and I might get lucky. Then they tried telling me they couldnt cancel it because I opened a brand new line. I'm going back tomorrow morning when they open at 10am and canceling my order. Then I'll be going to an Apple store to buy a phone. 

I dont see why they can't cancel my order. Since the money isn't on a hold anymore, then obviously I'm not going to pay them for the phone b/c they can't take the money out of my account.

[paradiseez]

wow omg, I used my debit card too. The guy said no first but I told him that's a business card. At that point he said OK and explained that they don't want debit card since they want to make sure you have the amount when they charge.

It might have been the reason why my first order online from Apple Store was cancelled. 1 month and a week waiting went to waste. If this time it happens again with AT&T just because it's a debit card, seriously..FML

[pinknikkij]

I used a debit and my phone was just delivered today

[M-Sizemore]

---

perryx987 wrote:

Thats horrible. I'll add to that...

Went to ATT today with my girlfriend to buy her iphone4.

They wouldnt let her buy it b/c she didnt have a major credit card, only her debit card.

I interverened, explaining that I paid with a debit card 10 days ago and asked why she couldnt use debit.

Sales associate told me that banks can only put money on hold for 7 business days so once the money is off of a hold, my order will automatically be cancelled because the order will obviously ship way after 7 business days.

Long story short, I'm screwed. ATT never told me that I was going to get cancelled. So basically I've been waiting 10 days for NOTHING. I tried canceling and they told me to wait it out and I might get lucky. Then they tried telling me they couldnt cancel it because I opened a brand new line. I'm going back tomorrow morning when they open at 10am and canceling my order. Then I'll be going to an Apple store to buy a phone. 

I dont see why they can't cancel my order. Since the money isn't on a hold anymore, then obviously I'm not going to pay them for the phone b/c they can't take the money out of my account.

---

how do you know your order canceled? I ordered with debit to. This is depressing ):

[paradiseez]

Hi pinkikkij, could you share your order date, when it got off BO? did you order 32gb?

thanks a lot!

I ordered a 32gb from Southern Cali

[msz812]

Debit cards work. That's why when you order they check your account for available funds. For me, they took out $199 for 2 days, and then withdrew it because of the backorder.

[rx1000]

Apple accepts debit card... here is an email from apple, when my ip4 was ready for pick-up...

Be sure to bring these items with you:
 • A valid, government-issued photo ID
 • Your Social Security number
 • A debit or credit card

[mdifilm]

it really doesn't make sense, are you guys using your debit card as credit card?

I ordered mine on the day it was announced using my business debit card as credit card ordered via premiere site and it was first swiped on my account as pending, then the amount went away and then it was charged and I got it on the day before launch day... Fast forward to July 18, ordered at ATT store, used the same debit card as credit card, the store clerk swiped it, charge showed up on my account as pending, a week later it went away, then on the 22nd it appeared and my sister's iPhone arrived to her on the 23rd.

in my case, my orders never got canceled.

[perryx987]

I used a debit card. when I bought the phone, the $199 was put on hold in my bank account. Banks can only hold money for 7 days. Once the 7 days was up, my money came off of hold. It is now day 11, and I was told by 4 ATT employees that is it just a matter of time until I get cancelled. This is because when they go to ship my phone they will see that the hold on my account is gone and they will just cancel my order.

4 ATT associates told me this. They said it is "new information" to them and has been happening to multiple people.

As of right this moment, I am a 7/19 still on BO. I'm going to the store to cancel in 1 hour. 

[leverage7]

Make sure you give them your premier order id if you went through that site (different than the order id I was checking on the regular site).  I just had a hassle cancelling mine but finally was able to.  The premiere # she gave me (in case of disconnect) was 866-499-8008.  I just received a cancellation email but I feel your pain as some of them have no clue of what they are doing it seems.

[netnerd]

This is really disheartening, why allow certain customers to cancel but  not others?

I called 611 from my phone yesterday after calling the apple store and being told they had 'PLENTY' for walk ins, I spoke with a rep, told him the deal, and he said okay no problem, happy to help you, he sent me to order managment, the rep there cancelled the order...

All this took around 5 minutes total....so I don't understand why they can't do the same for everyone?

Maybe call and ask for order managment???

[sriramsam]

Cancelling, replacing broken SIM, replacing broken phone...ATT sucks. They pretty much screw up every time you have one of these. I think their sales and marketing is only good at getting new customers...and pretty much suck at everything after that.

I had requested a replacement SIM and its been more than a month and still no clue where it is. The rep told me that the SIM will be shipped priority..looks like it is still being produced in the far east.

[usakiewiczd]

I just wanted to update this morning I placed a call into the premiere hotline which told me they could not process my order (it wasn't placed with them but I was transferred to them) but they could send me to the right department. That was the consumer sales department so ask for them. I was transferred and cancelled within minutes. the number to them is 866 391 0749 (consumer sales east). I would like to thank all of the reps who helped me out this morning and helped re-instill my belief in AT&T as yesterday I was so fuming I was about to cancel my entire family plan. So guys canceling can be done you just need the proper channels. 

[ramkumar999]

I am sorry to hear about your cancellation story.. I called up and told ATT guys that I am going out of country.. within 15 mins on phone my order was cancelled!!

Today I went to the Apple store and walked out with a brand new 32 gig iphone4 that they had stock!! Good luck guys!

[jmeier0610]

Almost the same thing happened to me, I ordered the 25th and I was trying to cancel while I was on my way to the Apple store. After about 30 minutes they cancelled it, credited my account, and I picked up my iPhone.

[paradiseez]

wow ramkumar999 can i ask where you're located lolz? im in Southern Cali and everytime I call the nearest stores always say no stock for 32 gb

going out of the country is a legit excuse =)

[pinknikkij]

I ordered 7/15, got a 16gb and got off BO 2am on 7/27, got shipped the night of the 27th, they charged my card at 1pm on the 27th and phone got here on the 29th

[Adlgel]

I ordered my iPhone 4 16Gb at an AT&T store on 7/23.  The sales rep told me I'd have it in 3-5 days which we all know is a load of crap.  However, he went so far as to say "we got an email telling us we could quote a shorter delivery timeframe."  I saw this post today and called my local Apple store and lo and behold they did have them in stock.  While I was driving there, I called AT&T to cancel my order.  The first cust service rep I talked to told me I couldn't cancel my order (even though I told her people were posting on their forums that they got their orders cancelled) but that I could buy one at the Apple store and return the one AT&T sent me.  So I wait in line at the Apple store for 20 min only to find out Apple couldn't sell me one because my upgrade elibigility was consumed by the AT&T order.  While in the Apple store, I call AT&T back and speak to another cust service rep.  She calls the retail store I placed my order at to see if they could cancel the order but still no go after 36 minutes on the phone with them.  This is complete bull&*^%.  It's completely ridiculous that there is such inconsistency in their ability to cancel orders.  I am furious.  What retail establishment does not allow you to cancel an order which is on backorder?  It almost seems like there would be consumer protection laws at play here to prevent them from holding us hostage.  As calmly as I could I expressed my significant dissatisfaction with AT&T and they offered to credit me for a full month of service.  So, if they won't cancel your order, at least don't let them off the phone until they give you some kind of service credit.

[Adlgel]

I called the Consumer Sales East number that the OP used successfully to get his order cancelled - they said they cannot cancel orders placed in the stores, only online orders.  So I called the local store I ordered from and they said I had to come in in person to cancel it (which was not mentioned at all yesterday when on the phone with 2 different AT&T cust service reps - one of whom said she actually called the store I ordered from directly and talked to the store manager).  So I am going to go give that a try.  Wish me luck.

[Adlgel]

Well I went to the AT&T store to cancel my order.  I actually called the store before I left home and the manager told me he'd have no problem cancelling my order.  However, when I got there and he tried to do it, their system would not let him.  However, he kept trying and eventually it did - not sure why all of the sudden it let him.  Then, it was another half hour while they tried to figure out how to reset my upgrade eligibility.  In total an hour at the AT&T store to get the order cancelled.  Then off to the Apple store where I waited in line for 2.75 hours which was ridiculous.  But the be all end all is that I did walk out of there with an iPhone 4 today.  Before I left the house to do all this, none of the folks who ordered the day I did had reported coming off backorder, but apparently that started in the many hours while I was gone.  So I probably would have gotten it anyway on Wed or Thurs of this week.   But I didn't know that before I left the house and with a shattered screen, really needed a phone sooner rather than later.  What a fiasco!  It's a great device but not sure it was worth the amount of time spent trying to get it.  It would have been a lot easier if AT&T had their act together about cancelling orders as I wasted a lot of time yesterday talking to AT&T cust support and waiting in the line at the Apple store (albeit a much shorter line) only to have to leave the store emptyhanded because AT&T would not/could not cancel my order.

Good luck to anyone else who tries to cancel an order placed in an actual store - it sounds like online orders are much easier to cancel - not sure why that would be.

[WiLLgOtSkilz]

but for everyone who cancelled their order did you get your money back?

[vr4]

add me to the list.

copied from my post in 7/27 thread

ordered 32 gig iP4 7/27 walk in AT&T store at about 4:30pm. 28th stumble across the forum and find out the wait is 10-15 days minimum. found out apple has the phone in stock. friday the 30th walk into AT&T store next to apple store to cancel order. told i cant cancel and i have to go to the store i ordered from (not happening.) call store and convince them to cancel the order over the phone. go into apple store and get started. oops. im not elegible for upgrade. call 611 and told its due to a pending order that is "in progress". after a few minutes (she was very helpful) she calls the store manager where i ordered the phone and verify the order has been cancelled.  the order shows up as cancelled on the order status webpage. she cant reinstate upgrade elgibility. i am transferred to a manager and he takes some notes. submits a file for "top tier" customer service to call me back in "48-72 hours" . got a call less than an hour later telling me they received the report and will contact me in the stated time. coming up on about 65 hours and i have yet to get a call.

all this for a phone im only getting because i can. im not "dying" to have an iphone. honestly i could care less and nearly bought the samsung droid they had sitting there.

all in all im extremely unhappy about the whole ordeal. i originally left verizon due to the lock down on ringtones (dating my cell phone age ) and i very well my be going back with the droid X pending the outcome of this.

[cjm187]

My cancellation story was great! 

I ordered the 16gb iphone 4 July 30th online, i then went on the forums and saw that people were going to apple stores where they had them in stock.  I followed the directions of one poster here and asked to speak to order management.  I told them I went to the apple store and they told me to call here to get my order cancelled she did it in 2 mins, it was awesome.

Now the crappy part is i went yesterday to get my phone and it was 5pm and they told me they werent taking anymore people because it was too busy and they closed at 6, walked in at 10 this morning left 5 mins later with a brand new iphone!

Just be nice to the person on the other line, it will get you far.

[vr4]

well....it happened. FINALLY got someone in customer svc who know what to do after not getting a call back. got everything taken care of and upgrade elegibility back. get off the phone and call apple store. NO PHONES IN STOCK!!!!!! i had a phone IN MY HAND on friday when this started.

THAT was the final straw. just ordered a droid X.