my phone got stolen last week so i went to verizon store tried to get a new phone. Sales told me that because i didn't buy the insurance i can only buy another phone with full retail price (i replaced my phone once before due to its technical problem, and i recalled that the sales had asked me if i want insurance and i said yes and my friend was with me and she heard as well. so i assumed that my insurance was been placed and i didn't check it online again. Last week when i lost my phone i was assuming i can get a new one since i had the insurance...)
but without any other solution, i agreed to buy another phone, and the sales said that i can call the costumer service and see if there were phones with discounts. i called and paied a S4 through the phone with over 400 dollars. that was last Friday and with the two-day shipping, i was supposed to get my phone on Tuesday.
However i didn't receive it on Tuesday. at first i assumed that it was still on the way or just arrived in the post office because my bank account had shown the transaction is cleard. i waited until Thursday and i called to check. (i called twice since the first one took me over 30 min and i had to go to work).In the second call, first they the order failed to be placed and i need to place another order and pay again. i told them the money had been transferred and after waiting for another 5 min, i receive the answer that there was a system error and my order had been placed on wrong status and they proceed a refund for me...
i told them i just want the phone and can you instead give me refund, just use that money and place me a new order? they said it has been proceed and i could only wait for two business days.
i chose to pay again instead wait until i get that refund. and i asked them was there a faster way for me to get my phone? the answer was overnight shipping and i can get it by Friday 11am, but with 14 dollars. i questioned them since it was verizon's fault and i have wasted my entire week shouldn't you just ship it overnight to me? they said they couldn't but there was someway to reduce or anything (i couldn't remember because i was really upset that time)
after everything been settled they applied a compensation for me for 30 dollars (yes...30...)
today, i checked my mailbox at 12 and i got nothing! i went online to track my order and it only shown that 'it's in process and please check back tomorrow.' where the overnight shipping goes then?!
i am still upset now... there are few questions and points i want to point out:
1. the reason i need my phone back so bad is because i am still a college student and i just applied a credit card, i need to use my number and call to activate my card
2. they said i should receive an email when anything happened to my order status. but the truth is i didn't receive anything. if i just kept waiting i would never know that something went wrong
3. the refund process started last night when i made the phone call. if i didn't call, would i never get my money back?
4. when i questioned if that's verizon's fault, they said it was neither my or particular salesperson's fault, it was a computer error (computer's fault?)
5. after wasting a week and spend another bill over 400 dollars (without getting my previous bill refunded) and not getting my phone still, i don't know what else i can say... (that's a huge amount for a college student)
6. can the verizon website please have somewhere for us to file a complain?
sorry if this annoys anyone or makes some people feel unnecessary, there's nowhere i can go and the verizon won't accept my fellowing (so i can send them a private message). also i hope this can be an alert people that after every time when we make actions, go check the internet see if the they have been placed. if i have checked earlier and make sure i have insurance, this won't happen.
