I am very concerned about how AT&T has handled the iPhone preorders, specifically the 6+ model.
I am aware that these phones are in short supply, which to me makes it all the more vital that you honor your fine print that you will process the orders first come first served.
I placed my order at 11:50pm (pacific time) on Thursday night, September 11. I received the emailed contract 6 minutes later at 11:56pm. This was before the advertised midnight launch time so I have to have been toward the very front of the line. Nevertheless, I received a shipping estimate of October 2. This was confusing to me, but I assumed the stock was just that limited.
Color me surprised then, as my friends who ordered much later than I did (by several hours) have received tracking numbers for the EXACT phone I ordered-- the 128gb Space Gray iPhone 6+. Two of these friends are on Verizon but one is on AT&T. How is this possible? Why are you not honoring the order in which the phones were reserved?
To make matters worse, I have repeatedly tried to contact your support representatives, both by phone and web chat. Every time I talk to someone I get a wildly different answer. One told me I would not receive my phone until November. One said I would receive it on the estimated date (October 2nd). One told me that any orders placed by the end of 9/12 would receive theirs on launch day. One said he could not tell me anything. I finally tweeted your support account-- they quickly sent me a direct message and said they would call me. It has been 4 hours now and I still have not received a phone call.
Frankly this is ridiculous. I know this is a busy time for you, but Verizon, T-Mobile and Sprint customers are getting accurate shipping estimates and timely tracking information without much difficulty. More importantly-- they are actually getting their phones by launch day! Even the "elusive" space gray 6+ that AT&T can't seem to produce for me. Why?! It is endlessly frustrating to have stayed up late to put in a pre-order, only to have it estimated to arrive almost a month later. I could still order directly from Apple TODAY and get it sooner than you are estimating to deliver it. The only reason I haven't taken this step is because I am hoping that it is your estimates that are faulty and not your shipping.
I have been a customer with AT&T for many years, mostly because I still have grandfathered unlimited data and am hesitant to give it up. But, honestly, I will most likely be switching to T-Mobile if I do not receive my phone this weekend. I do not appreciate the fact that you are not honoring the order in which phones were reserved, nor do I appreciate the constant runaround and contradictions coming from your "support" staff. This has been a complete mess, but an avoidable one. From what I have read this happens every iPhone launch with AT&T, with no improvement. That is not acceptable.