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.
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:
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.
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".
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!
