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.

issues with my Google pixel 6 Pro preorder?

lkz7786
First activity
1 reply
2 years ago
5 November 2021

I ordered a Pixel 6 online on Oct 19 an hour after they went on sale. I checked the T-Mobile site today and there is no record of my order. I just got off the phone with customer service and they tell me there is no record of my order. I’m 99% sure I did everything right but for some reason the order didn’t go through!

D

Userlevel 2

Dr0xium
Speaker
46 replies
2 years ago
27 October 2021

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.

J

Jur4551c
First activity
2 replies
2 years ago
19 November 2021

Mine finally shipped today, ETA Friday/Saturday.

That's good, mine still no change. Sucks went and played with a display at best buy and I like the phone. Hope mine ships soon

I pre-ordered 2 pro whites on 10-24 in store. Haven't gotten jack as far as uodates... very annoyed. Especially as I've read of others getting theirs after release date.

Who on here is still waiting for the pro whites? Tempted to cancel and order the black but those are about the same date now also. If shipping eta is 11-12 to 11-18 what is the chance to receive on 11-12?.... I'm so freaking irritated by this whole situation 😤 😒

I'm in the same boat. I ordered a White 6 Pro on 10/22. I signed the EIP on 10/22. The original estimated ship date was the 11/18 at the latest, then 11/18 as the earliest, every few days it would quietly move back a few weeks at a time. Then suddenly it showed shipping by 11/17. On the morning of 11/16 it still showed shipping by 11/17. By the afternoon on 11/16 it jumped way up to shipping between something like 12/25/21 and 1/17/22. That's were mine has been at for a few days now. It's absolutely infuriating. T-Mobile isn't doing ANYTHING to keep us informed. They have NO information on when it will ship. At this point, I'm just going to let it sit and then demand a discount on it due to their negligence. If you look around T-Mobile is the only carrier who still has a crazy backorder. Verizon is next day for Pixel 6 Pro and I think AT&T has a 5 day delay. Xfinity I believe is around 5 days as well. So when they say well Google has a delay or whatever, it's a blatant lie. If it was a supply chain issues, then all carriers would still be experiencing these huge backorders. At this point, this is T-Mobiles inability to manage orders appropriately.

F

Userlevel 7

+16

Mine finally shipped today, ETA Friday/Saturday.

That's good, mine still no change. Sucks went and played with a display at best buy and I like the phone. Hope mine ships soon

I pre-ordered 2 pro whites on 10-24 in store. Haven't gotten jack as far as uodates... very annoyed. Especially as I've read of others getting theirs after release date.

Who on here is still waiting for the pro whites? Tempted to cancel and order the black but those are about the same date now also. If shipping eta is 11-12 to 11-18 what is the chance to receive on 11-12?.... I'm so freaking irritated by this whole situation 😤 😒

I'm in the same boat. I ordered a White 6 Pro on 10/22. I signed the EIP on 10/22. The original estimated ship date was the 11/18 at the latest, then 11/18 as the earliest, every few days it would quietly move back a few weeks at a time. Then suddenly it showed shipping by 11/17. On the morning of 11/16 it still showed shipping by 11/17. By the afternoon on 11/16 it jumped way up to shipping between something like 12/25/21 and 1/17/22. That's were mine has been at for a few days now. It's absolutely infuriating. T-Mobile isn't doing ANYTHING to keep us informed. They have NO information on when it will ship. At this point, I'm just going to let it sit and then demand a discount on it due to their negligence. If you look around T-Mobile is the only carrier who still has a crazy backorder. Verizon is next day for Pixel 6 Pro and I think AT&T has a 5 day delay. Xfinity I believe is around 5 days as well. So when they say well Google has a delay or whatever, it's a blatant lie. If it was a supply chain issues, then all carriers would still be experiencing these huge backorders. At this point, this is T-Mobiles inability to manage orders appropriately.

smooth as butter for Verizon

https://community.verizon.com/t5/Google-Pixel/No-updates-on-delayed-Pixel-6-Pro-pre-order/m-p/1231482#M6071%2Fjump-to%2Ffirst-unread-message

https://community.verizon.com/t5/Google-Pixel/Pixel-6-128gb-ship-date-10-19-2021/m-p/1232326#M6129%2Fjump-to%2Ffirst-unread-message

https://community.verizon.com/t5/Google-Pixel/Pixel-6-pro-order-update/m-p/1231797#M6091%2Fjump-to%2Ffirst-unread-message

https://community.verizon.com/t5/Google-Pixel/Pixel-6-Pro/td-p/1230885/page/2

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~

V

Userlevel 1

Vtech20
Learner
16 replies
2 years ago
5 November 2021

Mine finally shipped today, ETA Friday/Saturday.

That's good, mine still no change. Sucks went and played with a display at best buy and I like the phone. Hope mine ships soon

D

Mine finally shipped today, ETA Friday/Saturday.

That's good, mine still no change. Sucks went and played with a display at best buy and I like the phone. Hope mine ships soon

I pre-ordered 2 pro whites on 10-24 in store. Haven't gotten jack as far as uodates... very annoyed. Especially as I've read of others getting theirs after release date.

Who on here is still waiting for the pro whites? Tempted to cancel and order the black but those are about the same date now also. If shipping eta is 11-12 to 11-18 what is the chance to receive on 11-12?.... I'm so freaking irritated by this whole situation 😤 😒

P

Perezs08
First activity
1 reply
2 years ago
28 October 2021

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.

D

Also, my order status has been saying "running" ever since the 24th..... no charge yet tho. Ordered in store and the lady said she placed them in separate orders so they would ship "faster"...no updates but the normal 11-12 to 11-18 delivery date.....

Paid these off in full. I WANT MY PHONES OMG

A

Userlevel 2

am321
Author
Speaker
34 replies
2 years ago
28 October 2021

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.

I'm having an issue because one representative told me that if it doesn't ship out by the 27th then I should give customer care a call. When I did that my Community member didn't want to help me and switched me to an overseas representative (rude and unprofessional). Then when I call back later in the day today when I had more time. They told me that it supposed to ship out tomorrow and it's waiting be picked up at the moment. I still haven't gotten any tracking number I'm still unable to see my order in any capacity on my own. The second phone call with the community rep they told me that they're having issues with their order system so you may not be able to find you order or the order information may be wrong. I don't know how accurate that is because nobody else I told you that when I called.

Then no I have not went into a store as of yet, tomorrow in the morning I have some time and I'm going to go into the store and talk with them about it if I don't get any tracking number and or if the order doesn't pop back up for me to check and it shows that up that it has shipped by the by tomorrow morning. Also someone told me in one of the Pixel groups on Facebook that they ordered the pro directly from T-Mobile's website yesterday with overnight 1-day shipping and it arrived to them today (10-27 and honestly I would take that with a grain of salt). So when I brought that up to the community customer care representative first they told me it's in order of when you purchase the phone. I told the representative that I purchased it on the 19th as soon as your web site was fixed because the website had some technical issues not letting me purchase the phone unrelated to the preorder launch. While the other person purchased it on the 26 yesterday and received it today directly from T-Mobile's website. When I said all that she was mute about it and tried to switch the subject back to what she saw in the screen.

A

Userlevel 2

am321
Author
Speaker
34 replies
2 years ago
28 October 2021

This Shi#y, I pre ordered pixel 6 pro on 19th, did all the required digi signing, and my shipping date was 10-28 for the past 10 days I just rechecked it now and it says 11-12-21 to 11-18-21. Tmobile sucks at this, I even went into an actual store to pre order pixel 6pro on 10-19. What A joke Tmobile, I would have purchased from Google if you would have said I would not receive phone until middle of November. Nice way to treat A customer of 20 years.

Mine has changed from the 27th to the 28th. Other than that, when I spoke to community team member on the phone in the later afternoon today, they told me that it's waiting to be picked up (I still don't see any bank). charges yet for the device.

By the way I'm a customer of 15 years, so I can understand what you were saying by a longtime customer getting screwed over. Which Honestly though, I've never had any issues with multiple phones that I pre-ordered in the past. I haven't pre-ordered anything in 3-4 years until now, I was used to receiving the phone early even before the shipping information generated.

M

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.

I'm having an issue because one representative told me that if it doesn't ship out by the 27th then I should give customer care a call. When I did that my Community member didn't want to help me and switched me to an overseas representative (rude and unprofessional). Then when I call back later in the day today when I had more time. They told me that it supposed to ship out tomorrow and it's waiting be picked up at the moment. I still haven't gotten any tracking number I'm still unable to see my order in any capacity on my own. The second phone call with the community rep they told me that they're having issues with their order system so you may not be able to find you order or the order information may be wrong. I don't know how accurate that is because nobody else I told you that when I called.

Then no I have not went into a store as of yet, tomorrow in the morning I have some time and I'm going to go into the store and talk with them about it if I don't get any tracking number and or if the order doesn't pop back up for me to check and it shows that up that it has shipped by the by tomorrow morning. Also someone told me in one of the Pixel groups on Facebook that they ordered the pro directly from T-Mobile's website yesterday with overnight 1-day shipping and it arrived to them today (10-27 and honestly I would take that with a grain of salt). So when I brought that up to the community customer care representative first they told me it's in order of when you purchase the phone. I told the representative that I purchased it on the 19th as soon as your web site was fixed because the website had some technical issues not letting me purchase the phone unrelated to the preorder launch. While the other person purchased it on the 26 yesterday and received it today directly from T-Mobile's website. When I said all that she was mute about it and tried to switch the subject back to what she saw in the screen.

Check the card you used to pay for it with. At the very least (if you financed) you should have had to pay tax. In my experience with pre-orders with T-Mobile they don't charge your card until the device is pretty much packaged and ready to ship. Sometimes their site is slow to update tracking info but your credit card company will still show the charge right away.

A

Userlevel 2

am321
Author
Speaker
34 replies
2 years ago
28 October 2021

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.

I'm having an issue because one representative told me that if it doesn't ship out by the 27th then I should give customer care a call. When I did that my Community member didn't want to help me and switched me to an overseas representative (rude and unprofessional). Then when I call back later in the day today when I had more time. They told me that it supposed to ship out tomorrow and it's waiting be picked up at the moment. I still haven't gotten any tracking number I'm still unable to see my order in any capacity on my own. The second phone call with the community rep they told me that they're having issues with their order system so you may not be able to find you order or the order information may be wrong. I don't know how accurate that is because nobody else I told you that when I called.

Then no I have not went into a store as of yet, tomorrow in the morning I have some time and I'm going to go into the store and talk with them about it if I don't get any tracking number and or if the order doesn't pop back up for me to check and it shows that up that it has shipped by the by tomorrow morning. Also someone told me in one of the Pixel groups on Facebook that they ordered the pro directly from T-Mobile's website yesterday with overnight 1-day shipping and it arrived to them today (10-27 and honestly I would take that with a grain of salt). So when I brought that up to the community customer care representative first they told me it's in order of when you purchase the phone. I told the representative that I purchased it on the 19th as soon as your web site was fixed because the website had some technical issues not letting me purchase the phone unrelated to the preorder launch. While the other person purchased it on the 26 yesterday and received it today directly from T-Mobile's website. When I said all that she was mute about it and tried to switch the subject back to what she saw in the screen.

Check the card you used to pay for it with. At the very least (if you financed) you should have had to pay tax. In my experience with pre-orders with T-Mobile they don't charge your card until the device is pretty much packaged and ready to ship. Sometimes their site is slow to update tracking info but your credit card company will still show the charge right away.

That's what I did. Also I know that they don't charge you until it literally is going out the door. All I'm saying is because originally it was supposed to leave today, but thanks

F

Fernan76
First activity
1 reply
2 years ago
20 November 2021

I preorder on 10-19 the white pro and yesterday finally got shipped will get it tomorrow

A

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.

Same here. But it said will ship BY 10/28. To me that means no later then 10/28. Now it says estimated to ship 11/12 to 11/18

Same with me! 😔

issues with my Google pixel 6 Pro preorder?

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