Forum Discussion
issues with my Google pixel 6 Pro preorder?
Thanks in advance for taking the time to read this long post and to give me some help and advice.
So I preordered a Google Pixel 6 Pro from T-Mobile's website, but I seem to be having a lot of issues with my order. What should I do? Because I have a feeling that I'm not going to receive my phone. That somewhere down the line you were just going to get canceled or they're going to claim that I never made an order.
1st off when I tried to make the purchase on T-Mobile's website as soon as preorders became available, there was some type of technical issue that was confirmed by customer care who confirmed that with the IT department. Then about 3-4 hours later the website was working again and I was able to purchase the device.
So after I completed the transaction I never received any confirmation email and any of my DocuSign emails that I should've received after placing the order. Which I was able to confirm on T-Mobile's website and through the app that I had an order processing. The order said that it was supposed to ship out on the 27th of October and then arrive to me in 1-2 days.
Then yesterday the order changed the shipping date from the 27th to the 28th. Now as of this morning (10-26), the order has completely disappeared from the T-Mobile app on the home screen, under the orders tab and on T-Mobile's website after logging into my account.
On top of all this, I know people that ordered the device from the Google store, other carriers as well as T-Mobile and they've already received their device. My friend who has T-Mobile as well also preordered after me and already received his device.
Sadly, I too today experienced the “I reserved in the first few hours on the 19th when customer care had system errors but ended up not having an actual order”.
Go into a store.
General rule I learned today: If you didnt sign an equipment agreement that day, you don’t actually have an order that will ship.
Until today, I had contacted chat support 3 times in the lst week. I told them I didnt get an equipment agreement. All three times they said "Don't worry, we see your order in the system, heres the order number, on the day of release, you will get the equipment agreement email."
Sadly, after all this, the T-mobile team’s commitment to do right by their customers, came down to “Sorry, that really sucks, nothing I can do about it, I cant fix it, I cant discount anything, I cant even expedite shipping on an out-of-stock pre-order, you are back of the line.”
Bonus: This t-mobile location is the highest selling location in the region and still wont get even 1 unit of the "pro" models on release day. Everything they are getting is Pixel 6.
T-Mobile: The mobile company where our app doesnt work, upgrade in-store is sometimes broken, and we dont take care of our customers when we screw it up!
And before others suggest it, yes the store reps called the care line themselves. The rep on that end basically said "yes, we know a small number of orders were affected, they are in the wrong system, we cant move it over, the only thing we can do is cancel and place a new order in the right system".
Dr0xium wrote:
Sadly, I too today experienced the “I reserved in the first few hours on the 19th when customer care had system errors but ended up not having an actual order”.
Go into a store.
General rule I learned today: If you didnt sign an equipment agreement that day, you don’t actually have an order that will ship.
Until today, I had contacted chat support 3 times in the lst week. I told them I didnt get an equipment agreement. All three times they said "Don't worry, we see your order in the system, heres the order number, on the day of release, you will get the equipment agreement email."
Sadly, after all this, the T-mobile team’s commitment to do right by their customers, came down to “Sorry, that really sucks, nothing I can do about it, I cant fix it, I cant discount anything, I cant even expedite shipping on an out-of-stock pre-order, you are back of the line.”
Bonus: This t-mobile location is the highest selling location in the region and still wont get even 1 unit of the "pro" models on release day. Everything they are getting is Pixel 6.
T-Mobile: The mobile company where our app doesnt work, upgrade in-store is sometimes broken, and we dont take care of our customers when we screw it up!
I did sign the documents as it prompted me to do that on the website. The only thing you can usually get a email confirmation of the DocuSign and a separate email confirmation of the order and I received none of that.
If you signed the documents, try putting your order number, if you have it into the customer care order check:
Consulta y haz un seguimiento del estado de tu pedido | T-MobileThis may show orders that dont show via the regular order check.
Dr0xium wrote:
And before others suggest it, yes the store reps called the care line themselves. The rep on that end basically said "yes, we know a small number of orders were affected, they are in the wrong system, we cant move it over, the only thing we can do is cancel and place a new order in the right system".
Also I just want to let you know that when I call customer care when preorders first began they didn't know anything about it, they even told me that they're not going to have it. Then not even a minute after I hung up the phone, Chrome browser automatically refreshed the website and it appeared on their website. After that if someone was nice enough to take their time with you, then they would figure out that it was an internal issue on the website by trying on their computer and then calling their IT department who you said it was a website issue. I mean a lot of them told me on the 19th that it's the very first time that they ever heard of the Pixel coming to T-Mobile, which a lot of them said no and a lot of them couldn't confirm or deny it in any capacity.. They also told me that they are unable to do any orders for this phone and that I can only do it on the website, not even going into a store or on the app either ( once I called back after the website refreshed and it was listed there but giving me website issues trying to complete the order).
I mean T-Mobile really dropped the ball and they weren't prepared for this. I think that they believed that it wouldn't have so many preorders as they did and it wouldn't be such a big lunch. So I just hope that they're better prepared for future Pixels from here on out.
Dr0xium wrote:
If you signed the documents, try putting your order number, if you have it into the customer care order check:
Consulta y haz un seguimiento del estado de tu pedido | T-MobileUnfortunately I'm unable to do this because I didn't purchase the phone from customer care. Which even customer care on the phone or chat is unable to give me any numbers because again I didn't purchase it from customer care directly. When I'm on the phone with customer care, they told me last night (10-25) that shipment leaving date switched from the 27th to the 28th. Then this morning they said that they see the order in the system, but that they don't see any shipping date or any detailed information other than the order number that I've seen before in the app and once I logged in on the website until it disappeared (which blank information, or reverting from having information to blank information is never a good thing).
Which I want to be clear that from the 19th until last night I was able to see my order in the app on the home screen and the Order cast. I was also able to see the order inside my account on the website as well. Which is only been since this morning that everything disappeared for me and then when I call customer care everything is blank other than the order number.
Update as of 9:30 AM ET on 10-27 I'm still not seeing my order. Also if I manually put in the order number and the rest of the info on T-Mobile's check order page I keep getting this. Also in the app and on the website under my account it tells me that I don't have any orders either. Which from the 19th until the 25th I was able to see my order on the app and website, then since the 26th all the information has completely disappeared.
am321 wrote:
Update as of 9:30 AM ET on 10-27 I'm still not seeing my order. Also if I manually put in the order number and the rest of the info on T-Mobile's check order page I keep getting this. Also in the app and on the website under my account it tells me that I don't have any orders either. Which from the 19th until the 25th I was able to see my order on the app and website, then since the 26th all the information has completely disappeared.
Have you tried physically going into a store? And then give them your order number and ask them to explain to you what it is or isnt. If you have an EIP, what did you sign an EIP for? Thats a pretty important question to you legally and financially.
Mine just got back ordered till November. Up until a few hours ago it said delivery on 10/28 now it got moved. I preordered on 10/19. White pixel 6 pro.
