I’d like to share my experience that I have had in the past week attempting to upgrade to a new device; a transaction I assume would take 1-3 days.
I completed an upgrade order online on 10/30 for an iPhone XR. I asked the rep multiple times if there were any discounts or promotions I could benefit from, she/he said no. Later that evening, I learned there was a promotional credit of $100 for upgrading current lines and with a trade in. Given this promotion, I decided to upgrade to the XS rather, and so I called early the next morning of 10/31 to modify the order. A VZW rep ensured me that my original order was being cancelled, but that it would take until the afternoon to complete, and that she would assist me with the new order at that time.
Several hours went by and I had not heard from her. I texted and she said that was at lunch and would assist me when she returned. I never heard from her so that evening, I called the sales number I had been given at one point by a rep at VZW online. The woman on the phone charged me $60 for taxes, but told me that she could not process my trade in as credit towards my new device (like I had done on my original order). She did not ask me where I wanted it shipped, which, like my previous order, was not my home but to my office. She said that she also could not change the address but that she would connect me to customer care, explain to them what I was looking to do, and that they would assist.
She did transfer me to customer care, and hung up right after. She did not stay on the line with me. I waited on hold for just over 30 minutes and explained myself all over again to the new rep on the line. He, contrary to what I had just been informed by the sales rep, could not assist me with either request. To my understanding, this was because of the “status” of the order. I asked him to please go ahead and cancel the order and that I would call back later and sort everything out. After the amount of time I had spent on the phone that day with VZW, now I was frustrated and annoyed by the process and for being disclosed inaccurate information.
The next day, 11/01, assuming my order had been cancelled, I spoke to yet another rep about placing a new order, trading in my device, receiving the promotional credit towards my new device, and shipping to a different address. I was surprised to learn that my order from the evening before had not been cancelled as I had been told. I was so surprised, that I asked 1 or 2 other reps via the chat to confirm that even though I requested the order of the XS to be cancelled on 10/31 that it had been not, and was being delivered to me the next day, 11/02. I saved the chats where I was assured the order was in place. It was not being delivered to my office, but I could watch the tracking and drive home when need be.
Come Friday, 11/02, I had tracking information that the device would be delivered to my home that day; however, by late morning, I received notification that the shipment had a “delivery exception” and was being returned to sender. Fedex told me I needed to contact VZW. I did, and VZW told me I needed to contact Verizon. So, I conferenced both companies on a call and got a supervisor on the phone from VZW. Long story short, Fedex could not reroute the package to my @home, because it had been discovered that the order from 10/31 was in fact cancelled, and someone at VZW stopped the shipment. There was nothing VZW could produce to deter this situation that in my opinion, was their error for not keeping a more descriptive call log, or for the reps I spoke to the day before for not looking deep enough into my account and orders.
I was informed by VZW that I had to wait for the device to be sent back and received at the warehouse before I could be assisted further, which would be the following week.
It is now the next week from the original date I placed an order with VZW, and I still am facing challenges receiving this device. I do not want to loop in any further reps, and feel that if I went into a store it would greatly complicate things further on my account..
My questions – why couldn’t I have picked up a device at the store by now? Why couldn’t VZW have sent me via next day a phone last Friday when this fiasco with the shipment came into play? If VZW is concerned I end up with two devices – wouldn’t they just threaten to charge me full price for both if I didn’t deliver one in a timely manner? I can think of many ways that this could have been handled alternatively, but that has not been offered to me. Sure, I’m disappointed that I don’t have the new device, but my main disappointed is that VZW would allow a simple transaction to become so challenging to a consumer and cause such a negative experience. Amanda, the supervisor that has been in touch with me since Friday has been helpful and kind as best she can; however, it seems VZW hasn't empowered their supervisors as they should to seek more efficient alternative solutions in these types of situations.
If this isn’t resolved today 11/06, I’ve asked for the transaction to be cancelled.
