Replacement Phone Scheduling

eejohnsonjr

Recently went to a local Verizon store with my iphone that would not charge. I have total Moile Protection. It was on Friday 11/17/17 at 10.09am EST.  The representative who I now know was untrained told me I would be getting a replacement tomorrow ( Saturday the 18th by 8:00pm).  I now know she had no idea what she was saying. I now come to find out it will be Monday the 20th by 8:00pm. I sat around all day Saturday waioting for it to arrive. On my receipt it says in bold lettering  Next Day by 8:00pm My phone is now at 3% battery power. I called yesterday and was told she should have put for Saturday delivery. How misleading is that. I assumed Next Day Delivery meant just that. I expexct some kind of adjustment for the 2 days I will be without my phone and the inconienvce ity will cause me Monday in my work. What will Verizon do for me?

TRAIN YOUR EMPLOYEES BETTER    [removed] off customer.   EJ

Profanity removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

stef7

This is a peer-to-peer forum. I'm not sure your message is going to be heard. It would be nice if VZW had an address to send Voice Of the Customer (VOC) feedback. I presume you brought the device to a non-corporate store. Either way, you could write a nice letter and encourage management provide additional training.

We were all new at our jobs once.

I think a Friday to Monday turn on Warranty is pretty good. Of course you are going to be inconvenienced each day you are without a device. What does your specific Mobile Protection terms indicate? If you enter a claim on Friday, perhaps for certain locations, there may be a replacement sent on Saturday, but I think it does vary by location.

Hang in there.