ATT handling of launch impressions

[LazrRocketArm]

Wanted to discuss ATT and how they have handled the launch. My impressions:

1. We all expected supply constraints, main reason most of us preordered. Small delay for some that did is understandable.

2. BIG kudos for upgrading initial shipments to overnight shipping. Cost a lot of money and shows a desire to try to do right by those preorders. Still got MANY to customers on expected date.

3. Lack of communication to customers AND employees about status early on is puzzling to say the least. Sounds like that improved with the emails about the 25th expectation.

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[LazrRocketArm]

Just saw the charge on my CC. Looks like they didn't charge upgrade fee either. Wasn't expecting that discount.

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[cgardnervt]

And some of us are STILL on back order...Like me self. ><

This is starting to get very annoying.

 

[jjb70]

The lack of communication was indeed bizarre. I won't knock ATT because they came through for me in the end and I'm happy. But for those who were told when they preordered on day one that they would receive their phones on or before the 21st, got no communication and then did not get their phones, I feel for them and I would be pissed off. Not because I didn't receive my phone, but because of the train wreck of the way they kept people informed of their status. When you get completely different responses from 4 or 5 CSRs, something's wrong period.
Hope you guys get some good info soon.

 

[Newtoandroid99]

I thought the lack of communication was horrible, i never got any emails aside from 2 right after i ordered. After i had already gotten my tracking # off the web site they sent me 2 more, one said it was back ordered and the other was saying it shipped with the tracking #. Getting it over night was awesome, and made me really happy. I would be pretty pissed if i had not gotten it yet like some of the people here after being given the 21'st as the arrival date. The only positive thing about that is if you still don't have it when it hits the stores is you can cancel and buy a 32GB version which you could not pre order. Frankly i think at&t way under estimated how well it would sell, they probably sold out all there 16GB and have a ton of 32GB just sitting around for launch day. I should point out this is like any iphone launch i went thru, i remember ordering my i4s and my co worker sitting right beside me got back ordered while i did not.

 

[jcp007]

AT&T is such a large organization that all the parts don't flow well from a process perspective. At the same time, their order notification system can lead to frustration. If enough of us complain, it might get some action especially through social media. If this had been a RIM or other maker device, the uproar would never happen. There had to be millions of pre-orders in the US in addition to internationally. Samsung had a huge load to fill.

 

[DallasFlier]

Wanted to discuss ATT and how they have handled the launch. My impressions:

1. We all expected supply constraints, main reason most of us preordered. Small delay for some that did is understandable.

2. BIG kudos for upgrading initial shipments to overnight shipping. Cost a lot of money and shows a desire to try to do right by those preorders. Still got MANY to customers on expected date.

3. Lack of communication to customers AND employees about status early on is puzzling to say the least. Sounds like that improved with the emails about the 25th expectation.

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Good and fair analysis, I'd say. As to item 2, not only upgrade all shipments to overnight, so some actually got theirs by the 21st, but as of this morning mine's shipping today and has been further upgraded to Saturday delivery.

No doubt though, that their communication when hit with demand that possibly outstripped their expectations considerably, was really bad. Maybe they'll learn something from this, hope so.

In the end though, with the free shipping upgrades and other discounts to those who called in, I think they worked hard to satisfy people in the end. Definitely need to take a look at their (automated, hopefully?) order status communication systems.

 

[jjb70]

<clip> but as of this morning mine's shipping today and has been further upgraded to Saturday delivery.

Wow, that's pretty classy and nice to hear. I don't know why people complain about ATT so much. I've had them for years and never many issues.

 

[KTMDirtFace]

Just saw the charge on my CC. Looks like they didn't charge upgrade fee either. Wasn't expecting that discount.

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Check your "expected" next bill on the ATT site.. the upgrade fee is on there and mine says my next bill will be $180 something bucks! WTF... it says they are charging me for my old plan and data AND my new plan and data and the upgrade fee.

 

[kjnangre]

Communication obviously had some issues. That said, my overall impression of AT&T's effort on this: Damn near heroic!

 

[LazrRocketArm]

Check your "expected" next bill on the ATT site.. the upgrade fee is on there and mine says my next bill will be $180 something bucks! WTF... it says they are charging me for my old plan and data AND my new plan and data and the upgrade fee.

That just sounds like an error. Unfortunate, but surely a fixable situation.

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[timberga]

Just saw the charge on my CC. Looks like they didn't charge upgrade fee either. Wasn't expecting that discount.

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The activation/upgrade fee gets charged to your bill, not to your credit card. It will post on your next bill.

 

[LazrRocketArm]

The activation/upgrade fee gets charged to your bill, not to your credit card. It will post on your next bill.

I'll believe you, but when I ordered it was under the total they were supposed to charge.

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[cgardnervt]

Check your "expected" next bill on the ATT site.. the upgrade fee is on there and mine says my next bill will be $180 something bucks! WTF... it says they are charging me for my old plan and data AND my new plan and data and the upgrade fee.

New customers can do this!

Guess I need to let my first bill go through first!

 

[GMJeff]

But if you look right at the bottom of your own screen shot, it says "Your first months bill will show a one time charge for an activation fee".

When i upgrade my lines, i always know the upgrade fee is charged to my bill. I never expect to pay up front for that, whether it is itemized on the billing statement or not.

I believe it is their way of showing you total one time charges including the activation fee.

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[GMJeff]

You are most likely being charged for a portion of both data plans due to pro rated use. If you are upgrading in the middle of your billing cycle, you will pay for the days you used on the old plan plus the remaining days of your billing cycle for the new plan.

That is also assuming that they didn't change your billing date to correspond to a new contract whereas they will pro rate your old data plan for days used and charge you for a whole month of the new plan.

I have had both done to me in the past. If you feel wronged, call them up and have them explain it to you.

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[minnick]

I honestly think there are several reasons for the lack of commnication leading up to the original due date of the 21st. Supply chain issues are obviously a concern.

But more importantly, I think they didn't want to let people know ahead of time or they know impatient lil brats might cancel and switch to a completely different carrier just to get the phone 1 day earlier. Yes, it's that sad!

But then again I don't follow AT&T logistics so this is just a guess.

 

[LazrRocketArm]

But if you look right at the bottom of your own screen shot, it says "Your first months bill will show a one time charge for an activation fee".

When i upgrade my lines, i always know the upgrade fee is charged to my bill. I never expect to pay up front for that, whether it is itemized on the billing statement or not.

I believe it is their way of showing you total one time charges including the activation fee.

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Makes sense.

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[KTMDirtFace]

You are most likely being charged for a portion of both data plans due to pro rated use. If you are upgrading in the middle of your billing cycle, you will pay for the days you used on the old plan plus the remaining days of your billing cycle for the new plan.

That is also assuming that they didn't change your billing date to correspond to a new contract whereas they will pro rate your old data plan for days used and charge you for a whole month of the new plan.

I have had both done to me in the past. If you feel wronged, call them up and have them explain it to you.

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yea just going to wait until I actually get my bill in a couple weeks. The "Contract" estimate bill on the AT&T website also does not include my premier 20% discount..so I think its just messed up. it show full price for old and new plan and activation/upgrade fee. I'll call them after I get a bill if it looks funny.

 

[Eileen89]

I don't understand why AT&T doesn't announce both the preorder date and the actual in store availability date at the same time. Just before the new iPhone comes out they announce the preorder date and in store sales date at the same time. Also, AT&T should have been able to sell their version of the GS3 at the same time as T-Mobile.


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