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Summary:

Several online sites have been reporting that both AT&T as well as Apple have been canceling both online and in-store orders for both valid and non-sensical reasons.

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Several online sites have been reporting that both AT&T as well as Apple have been canceling both online and in-store orders for both valid and non-sensical reasons. Either AT&T could not verify one’s eligibility for an upgrade (existing customers), AT&T could not verify who the customer placing the order was and therefore could not create a new wireless account (new customers), or Apple simply did not have enough devices to fulfill orders (oops, sorry). Whatever the reason may or may not be, the only thing for certain is that some orders are getting canceled.

Personally I made my purchase at a local AT&T Retail Store, and have an actual printed receipt to prove it. Unfortunately, before I got to the store, orders were being taken by hand and the information — including credit card and AT&T account information — was being recorded on paper order forms. As I waited to be summoned to a representative to help me place my order, the systems started coming back online. What started happening was all new orders were being placed electronically and the process to record information by hand stopped. What did not appear to be happening was that the huge stack of orders that were already taken manually were being processed electronically. Then by mid-afternoon, somehow the entire stock of iPhones were already accounted for.

Additionally, it appears that both Best Buy and Radio Shack were performing the same service they typically do for all advance purchases of hot electronic devices like Playstation, XBox and Wii consoles and games. They take some form of deposit and guarantee your place in line. As soon as they get an iPhone 4 at that particular location, you will get an iPhone 4 from that same location. There is no way to check to see how things are progressing, and it’s very unlikely that advance notification will be coming for these reservations. And with only a rumored handful of new iPhone 4s to be allotted at each location (most likely less than 30 per location), this low-tech way of placing a reservation may still be your best bet to get an iPhone on the 24th if you got there early enough on the 15th to get your name on the list.

It appears as if Apple is informing its customers — that is, online and retail store pre-order customers — that their orders are being processed, shipped or have been canceled. As for those of us that pre-ordered from either AT&T Online or AT&T Retail Stores, many of us are still waiting to be informed of either good or unfortunate news this coming Thursday, as our orders are still “In Process.”

What about you? What’s the status of your pre-order? Has it been canceled?

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  1. Howie Isaacks Monday, June 21, 2010

    My iPhone shipped from China yesterday morning. Unless someone decides to track it down, and hold it back, I should get my iPhone on Thursday. It took me 10 hours to finally get my pre-order in before Apple sold out. Every time I got a few minutes of free time, I made another attempt. I finally got the order to go through around 330pm. I hope that AT&T’s stupid system isn’t broken AGAIN on Thursday when my iPhone arrives. I think that would send me over the edge.

  2. I was up at 2am on the 15th trying to place my pre-order, it took me an hour, but I got it in. Checked ATT online this morning and it is showing my iPhone has shipped. Thank goodness…I was getting a bit worried with all the cancellations.

    1. It’s very sorry that we have to be so worried. My understanding is that it was AT&T’s lousy system that failed, not Apple’s. During my own pre-order ordeal, the process failed during the authorization step when Apple’s system was trying to talk to AT&T’s. I’m looking forward to getting my iPhone on Thursday, but I’m dreading the possibility that AT&T may drop the ball again. All we’ll get is an apology which won’t be good enough.

  3. I went to Best Buy to pre-order mine on the 15th and they guaranteed that I would be getting one on the 24th. They said they were going to call on thew 23rd to make a scheduled time for me to come in on the 24th to pick it up so they wouldn’t have long lines for people who did pre-order. Plus I got to pre-order the white one as well. I asked if they were sure they were getting them in and they said yes. We will see I guess.

  4. I pre-ordered my iphone4 in the store on the 15th, my order was hand-written due to the system being down and i just got a cancellation notice late last night.

    i’ll be calling the store when they open to find out why or what the next step is(if any, besides wait longer).

  5. I ordered my iPhone from the apple website and my iPhone shipped yesterday as far as I know my order wasn’t cancelled

  6. I’m showing conflicting things as I have a premiere account. One page reflects that I ordered on June 15th .. The on the normal order page it lists my order as being June 18th and they are only filling orders on the 15th ..so basically my purchase email is no good ..they charged my card but who knows when I’ll see my phone

  7. SouthernBro Monday, June 21, 2010

    As of this morning, my iPhone has shipped from China. However, none of the tracking numbers work yet. I’m assuming this is because Apple is asking the shipper (FedX) to hold all orders until the 24th. I didn’t experience of the ordering problems that others have. I actually went to an AT&T kiosk near the World Trade Center here in NYC and none of us had even a hint of a problem with our orders. It was all very professional and streamlined. I didn’t know there had been problems with ordering until I left the store. I hope AT&T and Apple resolve the issues before the phones arrive in-store. Personally, I’ll be at MY store at 1:00 p.m. on the arrival day LOL

  8. I just got off the phone with Apple. I explained that my order that I placed on apple.com was canceled on Sunday and they just said, “sorry”. She said that I would have to place another order that would ship by 7/15. Wow! This doesn’t seem like a great strategy to fix a screw up this big.

  9. My AT&T online upgrade order is still listed as “in process”, and I’ve verified that my card was charged either last Wednesday or Thursday.
    The order status page still shows as “Processing”, although when I call AT&T’s phone order status line, it says the items “are on backorder and will be shipped as soon as possible.”

    I placed my online order at approximately 10am PDT on the 15th, so I would think I should have a reasonable chance of receiving one (I placed the order for shipment, not for pick-up). I guess the key word there is “should”…

    1. I rechecked, and for some reason my order in AT&T on one page shows as entered on 6/16, but another page it shows as ordered on 6/15.

      Someone needs to NAIL AT&T TO THE WALL on this one.

      1. Just for clarification, I entered my order via AT&T’s Premier page.

  10. Geoffrey Goetz Monday, June 21, 2010

    Since placing the order at an AT&T Retail Store, I have found AT&T’s Facebook Wall (http://bit.ly/aOwbUi) a source of shared excitement and misery at the same time. A real live on-line drama. There seems to be some sort of rolling logic across the country as Order Status is being updated on AT&T’s System for individuals who pre-ordered from AT&T. So check AT&T’s on-line order status to see when it updates (http://bit.ly/19WlLE).

    1. Here’s something even weirder.

      If I check the order status link in my order confirmation e-mail, it shows as “in process”.

      If I try to check the order using the URL given above, I have to enter the wireless number I’m upgrading because it doesn’t recognize my original order number – and that order status shows a completely different order number, entered on the 16th and on backorder. (I only placed one upgrade order on AT&T’s Premier page on the 15th.)

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