I decided to use the chat function to upgrade my already paid off phone to a new one with the current promotion on Friday. Let's just start with it took me 2 hours to place the order. I received a receipt and was told it was processed. Tuesday, still no update in the order status, so I had to reach back out, and they informed me that the best solution was to cancel the order and place the order again. That process took over an hour...then they snuck in that it was pre-owned. NEVER did they ask me if I was okay with pre-owned; they just simply added that instead of a new phone. For the record, I would want a new phone. After I finalized the order, I called to verify it went through, and the customer service said, "Yup, it would be shipped out that night." You guessed it, the next day, no updates. So I called the customer service line and talked to 6 people (3 of the people transferring me without telling me), one said the payment was not processed (which I verified I had the receipt and it was deducted), one said the terms and conditions needed to be accepted, after an hour later I was told no worries, it would ship this evening. If you guessed it still has not shipped, and no refund for the first order. I have been with Verizon for 7 years, and I have placed many orders from a customer service rep and never have I experienced so many terrible systems. Has me really considering switch services. I just hope I get my phone I paid for in the meantime...buyer beware of purchasing anything online.
