The csr is so clueless. Heavy accent and knew nothing about the situation.
Me: Do you know when will I receive my order? I ordered it on Black Friday.
CSR: Your order will be processed in 24-48 hours.
Me: I believe it has been more than 240 hours since I placed my order.
CSR: Let me check.
CSR: Your order will be shipped in 14-21 business days.
Me: Why is it taking so long? Is it out of stock? Do you know about the incorrect SKU of the iphone 5? My order says discontinued iphone 5.
CSR: According to my information. Your order is "in progress" and it will be shipped in 14-21 business days.
Me: Okay, so can I have my $36 upgrade fee waived? I have a premeir account and I was never charged upgrade fee in my 10 years with AT&T.
CSR: You will have to call Customer Service after your order is shipped. You will not be charged upgrade fee until you receive your order. So I cannot do anything about it.
Me: So can you check my bill, it clearly says 11/23 One Time Charge for Upgrade $36.00
CSR: No, you will not be charged until it's shipped. Your order is still "in progress"
Me: alright, whatever you say
CSR: Is there anything else that I can help you with?
Me: Can you buy yourself a Post-IT that says " I am a clueless CSR, do you still want to talk to me?" and read it every time when you pick up your phone? That would be really helpful if I happen to get you next time. Thanks.
CSR: What postit?
Some of these CSR's are the biggest morons and u have to wonder how the hell they got in that position. I got my black 64GB iPhone on Monday and it looked brand new. I finally have it all set up and its awesome. I also dealt with the premier CRS's and they were much better. One premier CSR was telling me there were no 64GB phone showing up. Then I spoke to a sales CSR and was told there were over 800 in stock and I received mine 3 days later. Bottom line is that what they are telling u is not necessarily the right thing. You have to hound these SOB's to get the answers u are looking for. I was trying to change the number for my new phone and the CSR was trying to tell me there no "305" area code numbers available. The same went for all other south FL area codes. The guy had no clue what he was talking about so I just hung up on him and did it on line yes there were LOTS of 305 area code numbers available. Now that I have this refurbbed iphone 5 my next move is to parlay this phone into a brand new one they I can get the apple care plus on it.
UPDATED: Just spoke to a Premier CSR Supervisor today at 8:45 EST regarding my refurb iPhone 16GB white order (placed November 23 7:15am)
This is what I was told:
1. SKU number for my order was wrong as indicated by the "discontinued" bit on my order status (as others here have said)
2. The official word is that my phone will ship 14-21 business days from November 30 but Supervisor said some shipments are trickling in (as others here have noted) and they should be sent out within the week.
It seems that they are automatically, reprocessing these bad SKU orders but I highly suggest that you call and have them reprocess your order over the phone with you. In the end, they waived the $36 Upgrade Fee, changed Shipping to overnight, and gave me a $25 credit. They were not happy to do this by the way so be prepared for some verbal Jujitsu. All-in-all still a REALLY crappy experience with AT&T. I hope those who ordered different models are faring better than I.
But love the SD community! Keep posting those experiences to keep the rest of us informed.
Last edited by oxfordshin; 12-05-2012 at 07:11 AM..
guys, you have to call premier customer center and ask for the supervisor. They will reprocess the order due to wrong sku and may say that it is still back -order and take 14-21 days. But after they reprocess it will ship right away. Same thing happened to me yesterday. Key is Supervisor to reprocess the order.
Same story as those who have called. Talked to a supervisor (again) and finally got the SKU changed, and had them placed a new order (black iphone 5). The supervisor I spoke with said that this the only way the order will be changed (apparently they can't do so automatically because they need authorization to charge you for the new order). Seems like you have to call and waste at least 20 more minutes of your life to get this resolved. Get transferred to a supervisor as soon as you can. HOPEFULLY this will be it. My order is supposed to ship 14-21 business days from today.
Thanks for all of the helpful posts! I've been following this thread more closely than the sd website since the order, hah. Also I don't understand how anyone seeing this deal post now still wants in on this deal... it was a good deal at first, but with all of these delays, re-orders, and time spent talking with crappy AT&T CSRs, saving $100 just doesn't seem worth it. At this point, I'm sticking to getting it resolved based on principle... but had I known I would be dealing with all of this, I wouldve just paid $200 for the phone. Worst AT&T issue I've dealt with in 10 years!
Oh and make sure you get them to credit your account $25.
the numbers the reps have been giving are incorrect because its a combined total of people purchasing the new iphones as well. which explains why the numbers are fluctuating. It is because they are combining it with how many people are purchasing the new phones which are still available to be purchased.
the reason the reps don't have an ETA is because they don't have a direct number to the warehouse that supplies the phone.The only mode of contact is by making case numbers and the response time frame is between now and 8 days later. Even their supervisors don't have a direct number so there is no point for supervisors. They aren't given any specific information about any questions anyone has been asking because they have poor communication with their own warehouse. basically they just give their suppliers money and don't keep track of who gets how much of what type. the system is outdated because they don't distinguish how many ordered refurbished or the new ones. They just know people ordered phones. my rep even admitted to saying the numbers were incorrect because they constantly change.
What a nightmare of their system: Chatted with a knowledge/confident rep yesterday, was told my order (IP5 16G white refurb.) is being processed and ready to ship at the ATT warehouse (because of its back-ordered). I asked to check proper SKU# and was given SKU# 69335. I continued to ask what is SKU# 69335 means ? Rep showing in his current system 69335 is IP5 white 16G brand new which is currently back-ordered too... WTF ?
I hung up and called in premier line (# from the back-ordered email from ATT) to verify proper SKU# and finally got a Supervisor told me my order is just fine, nothing wrong with SKU.
Error(s) everywhere within ATT internal communication system. !!! what a mess !
Is there anyone familiar with SKU#69335 ? by the way.
UPS is the worst. Mine was sent on Thursday 2nd day air. UPS has randomly rescheduled my delivery two days in a row now. Still in Transit nearly a week later. Man they do not give two shits about residential deliveries. I would ship it to my work but ATT wouldn't let me. Only to my bill to address. What a pain this has been. Not really worth saving $100 overall.
I'm sure it will be messed up when I receive it too.
**************EVERYONE WHOSE ORDER IS PROCESSING/PENDING Shipment/DISCONTINUED CALL IN TO SPEAK WITH A SUPERVISOR*********
1. SKU PROBLEM EXISTS....The original apple sku was incorrect but ATT internal sku (matching the old stock of iphone 5) is correct thats why the reps tell you that your order is FINE and backordered but its not the case
2.The supervisor said they were trying to send an e-mail out to get you guys to call in to fix the problem because they cannot modify your order without your consent (to update to the new sku)
3. Tell the supervisor thank you for their help
4. Enjoy Your IPhone 5!
Rep Me + Others for solving your disastrous orders from ATT lol...
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