N/A, 25 Sep. 2024 , 07:44am Welcome Marilen ! [Sent] Marilen Andrade, 25 Sep. 2024 , 07:44am Need help T-Mobile, 25 Sep. 2024 , 07:44am Hi there! You’re now chatting with T-Mobile’s Virtual Assistant on a transcribed line. Learn more at t-mo.co/privacy [Read] T-Mobile, 25 Sep. 2024 , 07:44am One moment [Read] T-Mobile, 25 Sep. 2024 , 07:44am Thanks! A live representative will be with you shortly. [Read] Marilen Andrade, 25 Sep. 2024 , 07:44am Ty Marilen Andrade, 25 Sep. 2024 , 07:45am Hello Marjorie, 25 Sep. 2024 , 07:46am Hello Marilen! This is Marj from T-Mobile, thank you for reaching out to us today! How may I help you? [Read] Marilen Andrade, 25 Sep. 2024 , 07:46am I upgraded one of my phone to iphone 16 and I choose pick up instead pf shipping since it said its available now Marilen Andrade, 25 Sep. 2024 , 07:47am I drove 13 miles to tmobile store because my email said Marilen Andrade, 25 Sep. 2024 , 07:47am Its ready for pick up Marilen Andrade, 25 Sep. 2024 , 07:47am I came and very disappointed Marilen Andrade, 25 Sep. 2024 , 07:47am They cant find my phone order by my name Marilen Andrade, 25 Sep. 2024 , 07:47am Even by my order number Marilen Andrade, 25 Sep. 2024 , 07:48am And they said their manager is not there, I have to drove again tomorrow to find out where is my order Marjorie, 25 Sep. 2024 , 07:49am I’m really sorry to hear about your experience—it must be incredibly frustrating to drive all that way only to find out your order isn’t available. I can understand how disappointing that is, especially after looking forward to getting your new iPhone 16. Let’s check this out together and see what we can do to resolve it. Your satisfaction is important to us, and I’m here to help you find a solution [Read] Marilen Andrade, 25 Sep. 2024 , 07:49am And its raining hard Marilen Andrade, 25 Sep. 2024 , 07:49am Pls help me on this Marjorie, 25 Sep. 2024 , 07:50am I got you on this, Marilen. No problem. I'm sure we can have this checked for you. [Read] Marilen Andrade, 25 Sep. 2024 , 07:51am It was a gift for my daughter Ty Marjorie, 25 Sep. 2024 , 07:51am By any chance, when you receive the email notification, does it say the order number as well? [Read] Marilen Andrade, 25 Sep. 2024 , 07:51am Yes Marilen Andrade, 25 Sep. 2024 , 07:51am 71122598181 Marjorie, 25 Sep. 2024 , 07:53am Oh, how sweet of you, Marilen. Your daughter is so lucky to have you! And you are most welcome. No worries, we'll check everything here, what's the best thing to do so that you won't have to drive to go to our local store with disappointment. This is not what we want you to have here in T-Mobile. [Read] Marjorie, 25 Sep. 2024 , 07:53am Thank you for sending the order number! Can I have 3-5mins for this, please? [Read] Marilen Andrade, 25 Sep. 2024 , 07:53am Yes Marilen Andrade, 25 Sep. 2024 , 07:54am Ty Marjorie, 25 Sep. 2024 , 07:54am I appreciate you a lot, Marilen. Thank you! Will update you as quickly as possible. [Read] Marilen Andrade, 25 Sep. 2024 , 07:54am Ok ty Marjorie, 25 Sep. 2024 , 07:57am You're most welcome, Marilen. Oh, as per checking, you've just made the order today, is that correct? [Read] Marilen Andrade, 25 Sep. 2024 , 07:57am Yes earlier Marilen Andrade, 25 Sep. 2024 , 07:58am And it said I can pick them today Marilen Andrade, 25 Sep. 2024 , 07:58am But also because they send me an email thats why I drove Marjorie, 25 Sep. 2024 , 08:01am Thank you for confirming, Marilen. Almost done here and we really appreciate your super kind patience. Please know that your feelings are valid [Read] Marilen Andrade, 25 Sep. 2024 , 08:01am Ty for helping Marjorie, 25 Sep. 2024 , 08:04am All for you, Marilen. Also, when you went to our store, did the store representative mentioned what you should do next their advice before you left? [Read] Marilen Andrade, 25 Sep. 2024 , 08:05am They just said come back tommorow cause their manager is there Marilen Andrade, 25 Sep. 2024 , 08:07am The rep maybe gonna find out from his manager Marilen Andrade, 25 Sep. 2024 , 08:08am But I just dont understand why I have an emaik that said its ready but the rep dont have Marilen Andrade, 25 Sep. 2024 , 08:08am Or can’t seem to find it Marilen Andrade, 25 Sep. 2024 , 08:09am Is your system showing my phone is ready or did I just receive a scam email ? Marjorie, 25 Sep. 2024 , 08:10am Thank you so much for your kind patience and letting us know about this, Marilen [Read] Marjorie, 25 Sep. 2024 , 08:11am About your question, To be honest with you, due to high demand for the new iPhone 16 series, store inventory is limited, and it operates on a first-come, first-served basis. Since your order was placed earlier, the store prioritizes walk-in customers, which can lead to limited stock or outages. We truly appreciate your understanding in this matter, rest assured that you may receive another email within 24-48 hours and if you didn't receive any update, you may also call the store number to lessen your effort since that's the exact location you need to get the new device, Marilen About the store incident, may we know the exact store address to take action about this? [Read] Marilen Andrade, 25 Sep. 2024 , 08:12am [Image] Marjorie, 25 Sep. 2024 , 08:12am within estimated 24-48 hours * [Read] Marilen Andrade, 25 Sep. 2024 , 08:12am But if I already ordered it they should set it aside for order online too Marjorie, 25 Sep. 2024 , 08:13am Thanks for sending the screenshot, Marilen. We appreciate it a lot. [Read] Marilen Andrade, 25 Sep. 2024 , 08:13am I dont mind waiting really if they never told me online ita available and I didnt get a email it was ready cause its deceiving Marilen Andrade, 25 Sep. 2024 , 08:14am Waste my time driving while its raining Marilen Andrade, 25 Sep. 2024 , 08:14am And I trust the tmobile system For accuracy Marilen Andrade, 25 Sep. 2024 , 08:15am I hope not to get an email if tmobile cant fulfilled its word you know Marjorie, 25 Sep. 2024 , 08:17am We totally get your point, Marilen. I have had to deal with something similar in the last year, so I know how valid your feelings right now. Actually, since the store is out of stock after a few hours, they will get more stock for the newest Apple devices. Then you will receive a notification again about when you can finally get the new device. We're very sorry about your recent experience. Please know that we appreciate your efforts in ordering the new device and drove there right away. We do hope for your kind patience with the order status again through email as soon as possible [Read] Marilen Andrade, 25 Sep. 2024 , 08:17am If I knew it will be like this I just choose to have it ship instead and not to tell my daughter its available when its not Marjorie, 25 Sep. 2024 , 08:18am I completely understand how frustrating this situation is, especially when you wanted to share the excitement with your daughter. I assure you, we’re doing everything we can to get your device to you as soon as possible. [Read] Marilen Andrade, 25 Sep. 2024 , 08:19am When is it gonna be available, if after a week I might as well choose to have it ship Marilen Andrade, 25 Sep. 2024 , 08:19am You know what just ty for your help Marjorie, 25 Sep. 2024 , 08:20am Right now, there's no update yet here, Marilen. We do apologize about this. Just for a recap you contacted us today regarding your order concern. Aside from this, may I kindly ask if there's anything else we can check or extend our help for you today? I just don't want to miss any [Read] Marilen Andrade, 25 Sep. 2024 , 08:20am No ty Marilen Andrade, 25 Sep. 2024 , 08:21am Thnaks for your help but its just disappointing how tmobile works Marjorie, 25 Sep. 2024 , 08:21am I appreciate your confirmation and thank you so much for your time and effort for messaging us today, Marilen. We're very sorry if we're unable to completely resolve your concern today, but I hope you have felt my sincerity in helping you out in my own little way. [Read] Marilen Andrade, 25 Sep. 2024 , 08:22am You did you’re best , ty Marjorie, 25 Sep. 2024 , 08:27am I appreciate that feedback, Marilen. Rest assured that this is not what T-Mobile wants you to have as you deserve the best experience here with us! Hoping for the new device to be received as soon as possible. Also, here's the mobile number you might use to ask for an update about your [order status](https://www.t-mobile.com/stores/locator/?loc=1650%20Carl%20D%20Silver%20Parkway,%20Fredericksburg,%20Virginia%2022401,%20United%20States&lat=38.303449&lon=-77.510182&showall=false): (540) 548-1194 [Read] Marjorie, 25 Sep. 2024 , 08:27am If this is all for me, I won't take much of your time now. For updates on our offers, promotions, and to find a T-Mobile store with the device you want in stock, check out these helpful links below. • [https://www.t-mobile.com/offers/t-mobile-tuesdays](https://www.t-mobile.com/offers/t-mobile-tuesdays) • [https://www.t-mobile.com/cell-phones/deals/special-offer](https://www.t-mobile.com/cell-phones/deals/special-offer) • [https://www.t-mobile.com/stores/locator/](https://www.t-mobile.com/stores/locator/) I’m sending my prayers later and I will include you as well, hoping for the best for you soon. Bye for now [Read]