[T-Mobile HTC One (M7)] CJohnson1073:
I'm not going nuts over not getting my phone, the problem I have is the poor customer service I've received over the past few days. On Wednesday morning I logged onto the T-Mobile website to purchase the new HTC One that was just released. I entered all of my information on the website, signed the EIP agreement and entered my credit card information to process the order. I was then informed that there was a computer error and that I needed to contact customer service to fix the problem. I immediately called customer service and was told by the representative that I was speaking to that the only thing she could do was cancel my order. At that point I was concerned because a charge for $331 had been posted to my bank account and I didn't have enough funds in my account to cover a second transaction. The representative said that there was nothing she could do and canceled the order and that I would have to wait for 24-48 hours to wait for the transaction to credit my account before ordering again. Fortunately I was able to call my bank and explain what happened and a phone call to T-Mobile, the charge was removed so I could make another purchase.

After hanging up with my Credit Union representative I called T-Mobile again to place the order over the phone. I explained the ordeal I had gone through and the representative was very courteous and apologized for the problems and proceeded to take my order. After giving her all of my information stating that I wanted to order the HTC One, she emailed me the EIP contract to sign and submit before she ended the phone call. Once she received the signed contract, she thanked me and ensured me that I would be receiving my new phone the next day! I placed the order Wednesday morning at 8:58am EST. After hanging up, I monitored the progress of my order throughout the day. The order status said “Electronic Signature” and the shipping date showed delivery on 4/25/13. Later that evening I noticed that the shipping delivery date had changed to 4/26/13. I called customer service and spoke to a representative that stated that she was sorry for the hold up and that for some unknown reason my EIP Signature had not been released. She said that she would forward my account to another department and that the problem would be cleared up ASAP. She then explained that due to the time of day I would not be receiving my order on 4/25/13 as promised but would credit me the overnight shipping charges as compensation and that I should see my phone on 4/26/13.

On Thursday the 25th I received an email at 10:20am saying that my order status is “Being Processed” and the delivery date showing that I would receive the package on 4/26/13. I monitored the status of this order all day Thursday and into Friday morning without any notification of my package being shipped. I called customer service once again to try to determine if my package had indeed shipped and would be delivered on the 26th as stated or if it was still being processed and back ordered. The customer service representative then said it was being processed but couldn't tell me if it was back ordered or if it would ship today but to call back tomorrow and they would credit me the overnight shipping charges if my package didn't arrive. My frustration is that the overnight charges were already supposed to be credited to my account but I am even more frustrated that I cannot get a straight answer from anyone concerning the status of my order and whether it has shipped or if it is back ordered. I understand that there is a big demand for this phone at the moment and that supplies are limited but all I’m looking for is a straight answer as to when I should be expecting my phone. I want to be home when the package is delivered because I don’t want UPS leaving it on the front porch and having a neighborhood kid stealing it. If I could get a tracking number, I can have UPS hold it at their hub and I can pick it up at the end of the day.

Obviously from my previous posting I finally received confirmation from a customer service representative that my phone is on back order and will be delivered ASAP with a tracking number being emailed to me. I'm OK with the phone being on back order, I can wait for another week or two, all I wanted was a straight answer rather than beating around the bush.