My odyssey started on Dec 30, when I ordered a phone upgrade. The rep was very nicr and assured md that it would ship on Jan 9th.
Jan 9th came and went, so on the 28th, I called to see where my phone was and also let Verizon knos that I xouldnt return my trade in because I didnt have a new phone yet. The rep put a note on my account that I had longer to turn in my trade in, told me the phone was on back order and that it would ship on Jan 30th.
On Feb 5th, my wife called to see why my phone had not yet shipped. The rep told her there was a problem with my order and the phone never would have shipped. He advised her that he had to cancel the order (for a Navy Blue S25 256gb) and create a new one. He also told her that he had to charge the upgrade fee and taxes aagin, but that he would call the day the phone arrived and refund them. Something about that being the only way to do it.
On Feb 7th, I noticed that the rep had placed an order for the wrong phone (S25 128gb) and called customer service. I was apprised the only thing I could do was return the phone to a Verizon store and do an exchange. I asked the rep to reserve phone for me at my local store, and after a few minutes of trying to call them she advised me that she could not reach the store, but they had plenty in stock.
Today, Feb 10th, the (wrong) phone arrived (no call from the rep either) and I took it to the Verizon store to exchange it. On my arrival I was informed that they had no 256gb, and they could order the only 256gb S25 in stock, a light blue one. I was alos apprised that if my bill goes up after the upgrade arrives, I may have to come back in for the rep to file some sort of waiver form to ensure I wasnt charged.
Verizon is a global company and a market leader.Account information and ordering ahould be second nature. In my above experience, my customer experience was significantly affected by Verizon reps' lack of knowledge of their own systems and lack of options to ensure customer satisfaction. So my question is- what is the singke source of truth? Who can I talk to that knows the systems and ordering to a degree that they can confidently and rapidly address my questions and get my issuss resolved?
