[Final Megathread] Apple iPhone 12 Pre-orders begin arriving today. Share your thoughts here!

Debating cancelling my service with tmobile. This has been the worst experience I've had with any order. There's no transparency, no accountability, and no answers from anyone on their team.

My ordering experience has gone as follows:

* Preorders went live at 5 am PT on October 16. My order was placed at 5:04 am. Email confirmation came in around 5:07 am.

* Couldn't get on to our account a few days later to check to see if the shipping had been updated. Called in. Was assured by customer service that all orders would ship no later than release date. We expected to have them by today, or early next week.

* 2 days ago, one of my iphone pros shipping date got changed to a window. Called customer service again to check in and was told that we don't need to worry and ALL 3 THE PHONES we ordered would ship no later than the 23rd with 2 day shipping.

* Called in yesterday to double check. Was told be the rep that he ordered the same exact model, color and capacity as me and joked about how I had good taste. He assured me and I quote "I want to give you my personal guarantee as a senior care representative" that my phone should be shipping on time. He told me I had placed my order before he had and that he had gotten his shipped confirmation a bit before I called. He explained that he cant check on my order because it wont update on their systems any sooner than it would on my end when checking my account. I believed him as my other 2 phones showed they had been marked as shipped on the 19th but weren't updated on my account til yesterday because UPS didn't have it on hand until yesterday. He told me to give it a few hours as orders were shipping and the systems were catching up yesterday.

* No update on my account so I called them again this morning after chatting with the rudest rep I've dealt with in a long time. Seriously...this guy berated my understanding of their asinine preordering system. I questioned him on why 2 people I know personally that placed their orders 2 days after me were sent tracking numbers and were seeing their phone moving, but I wasnt, and he kept telling me "you seem to be having a hard time understanding my explanation." NO SHIT BUDDY! your explanation has to make sense for me to understand. I guess he wanted to me to lay down and shut up. My call didn't go any better. The rep this time told me that the time and date you placed the order does no make a difference on when you get your phone shipped out, and that someone that got the same exact model of phone, in the same color, same capacity, same everything could very well get their phone before me because when an order is placed it simply gets sent to be processed in batches, and that those batches of orders are processed in a random order. I asked what the point of pre ordering is then if they're backordered. She then told me that preorders "guarantee you the phone before anyone else," WHAT? So I said obviously not because I'm clearly not getting my phone before other people, even people who ordered well after me. She then explained that it's not their fault and that apple screwed us yada yada yada. At this point I'm livid. I could have bought my phone a different way but thats no longer an option as every store around me is sold out. I tell her I just want to know if they have a phone for me or not, and she says this...and you can't make this shit up if you tried....she says "the phone are currently at the warehouse" to which I ask her if theres ANY WAY she can give me some transparency and insight on if MY phone is in the warehouse, or if they messed up and overcompensated when they sold me a phone 3 minutes after launch. She says "the phone is completely backordered. We're processing orders as we get more in, and your order will be processed in the new estimated delivery window." My estimated deliver window is a month btw. So I ask her which is it..do you have the phones in a warehouse or are they backordered and which category is my phone in, and she responds......."yes." She then immediately jumps into an alternative solution. Go into every tmobile store in my area and have them process my order there. WTF.

I'm not a particularly impatient man. I'm not an apple enthusiast at all either. I use what I use cause it works for what I need. I don't like being lied to though. And I don't like being run in circles with the hopes that I'll throw up my hands and give up. I've been a tmobile customer for almost 10 years now. I wanted what I was promised, or at least an explanation as to what was happening, and how they can work with me to resolve the issue. Instead what I got was a reason to look into switching carriers. Thanks for nothing Tmobile. Seems like other providers are chomping at the bit to take my entire families lines off your hands.

/r/tmobile Thread