AT&T iPhone 5 Pre-Order Confusion
Earlier today, we told you about one person who pre-ordered the iPhone 5 last Friday through AT&T and was originally told that his device would arrive on September 21st, only to receive an email from AT&T over the weekend saying that he would not receive it for 14-21 days. Now, we have some follow-up to that story.
Update: AT&T Fixes iPhone 5 Pre-Order Bungle.
The same user says that he contacted two AT&T customer service representatives today who told him that that email would be delivered to everyone who pre-ordered the iPhone 5 through AT&T. When asked why some people hadn’t received the update yet, the customer service representatives said not to worry and that they would in due time.
I pre-ordered through AT&T so I did a little digging, trying to not only figure out what’s going on, but to find out information about the status of my iPhone 5 pre-order.
As far as the email is concerned, AT&T has not yet sent me any email telling me that my order is going to be arriving any day other than the promised September 21st release date. Maybe it just hasn’t sent it yet, and maybe it’s not sending it at all.
Digging further, I found nothing abnormal about my order online. My iPhone 5 order is still processing right now. I then decided to call AT&T and ask about this supposed email.
An AT&T customer service representative told me that she had no knowledge of such an email and that if the carrier had not sent me anything regarding a change in my shipping date, that I shouldn’t worry and that my order would arrive on September 21st as expected.
It’s possible that AT&T oversold its pre-orders and it’s now sending out these emails to people to try and cover for that. Maybe it won’t take 14-21 days to get some of these orders out, but the carrier wants to make sure it’s covered.
I don’t believe that it will be sending out this email to all those who pre-ordered through AT&T. I do find it odd that some AT&T reps knew about the email and some didn’t and I find it especially troubling that AT&T is telling people that all iPhone 5 pre-orderers will receive this email.
What I hope is that this was a mistake and AT&T will be fulfilling the pre-orders for all of those that were promised a device on September 21st but at this point, we can’t be sure.
At this point though, those who pre-ordered shouldn’t worry. It’s possible that this is all just a misunderstanding. In the meantime, those who pre-ordered an AT&T iPhone 5 might want to check their order status to see if the device is still slated to arrive on Friday.
We’ve reached out to AT&T for comment and we’ll let you know if and when we hear back.
Update: AT&T responded saying:
For pre-order shipments, customers should expect to receive their device within 14-21 business days. We’re not sure as to why this specific customer’s pre-order date would have changed over the weekend, but happy to connect him with an AT&T Customer Care manager to discuss his concerns. Regarding emails, AT&T will send you an email confirming your order placement and follow up again once your device ships.
That first part seems to refer to the current status of iPhone 5 pre-orders and not the pre-orders that were placed before AT&T sold out. So, unfortunately, the confusion remains.