iphone 16 preorder - error occurred

[chlgw44]

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Hi, I preordered the iphone 16 pro yesterday and I received an SMS advising that an error has occurred and to contact CS. I was on hold yesterday for 2 hours and was told that there is a problem with the 36 month contracts and they were unable to confirm the order due to this issue and offered to put the order through on a 24 month contract instead (for a different fee per month), which I declined.

I have paid an upfront fee, and was told someone would call me today at 9am this morning to sort this out, but haven’t received a call.

I’ve called up this morning and it’s advising it’s a 1.5hr wait, can someone please advise me how to get this sorted or how to cancel (and receive my money back) and I’ll order elsewhere? Or can I go in store to sort this?

Thank you 

[Katie_B]

Hello @chlgw44. 

Thanks for coming here. 

I am sorry to hear you have not yet received your call back. 

Was your order cancelled yesterday? if yes, a refund should automatically be on its way to you.

If you wish to visit your local store a member of staff will be able to look into this for you. 

Katie

[chlgw44]

Hi Katie, 

No the order wasn’t cancelled, it went through, and once confirmed the page stated an error had occurred and to call CS. I then received an SMS saying the same. 

I’ll visit in store to sort it, thank you

[Katie_B]

Thanks for getting back to me @chlgw44. 

Please be sure to keep us updated after your visit to store. 

Have a great day, 

Katie