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My iPhone 6 Pre-order was cancelled without reason

I spent 10 hours, talking with 2 customer service reps, 1 customer service supervisor, 2 sales persons, and 1 person from fraud. Here's the timeline:

1) On 9/12/14 at 3:30AM PST I pre-ordered a 64GB iPhone 6 White on the verizon website porting my number from AT&T. The website didn't refresh correctly, so I wasn't sure if it went through.

2) I chatted with someone at 3:52AM PST I chatted with a sales rep online who said that he couldn't see pre-orders and wasn't sure if it went through, but he recommended I placed another order just in case. I ordered my phone again.

3) I got email confirmations for both orders saying that they have been placed.

4) I got an email stating that Fraud prevention needs me to call in to verify purchase or else they would cancel my pre-order.

5) I called in and talked

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scifreak10

Seems like my original message got cut off.

I spent 10 hours, talking with 2 customer service reps, 1 customer service supervisor, 2 sales persons, and 1 person from fraud. Here's the timeline:

1) On 9/12/14 at 3:30AM PST I pre-ordered a 64GB iPhone 6 White on the verizon website porting my number from AT&T. The website didn't refresh correctly, so I wasn't sure if it went through.

3) I got email confirmations for both orders saying that they have been placed.

4) I got an email stating that Fraud prevention needs me to call in to verify purchase or else they would cancel my pre-order.

5) I called in and talked with the Fraud prevention people, who verified my SSN, Address, etc. They told me there's no problem submitting a different mailing address and shipping address because I'm an existing account and I verified the information on my account. They will go ahead and cancel one of the orders and approve the other order.

6) I get an email stating one of my orders was cancelled.

7) I get an email stating one of my orders as approved and guaranteed arrival by 9/18/2014.

8) I get an email this morning stating my order (the one that was approved) has been cancelled.

9) I contacted a customer service representative via chat who said not to worry, the system was being inundated and that the order is processed and approved. Please disregard the cancellation message. If I wanted to be certain, I can call customer service to verify.

9) I spend 4 hours on hold and working with a customer service person who says their system says it WAS IN FACT CANCELLED. However, she can't figure out why it was cancelled other than it was cancelled. There's no way for them to uncancel the order and I have to place a new one. I ask to be transferred to a supervisor.

10) Supervisor told me there's nothing she can do. They are canceling all orders where the shipping address and billing address are different. I told her that Fraud EXPLICITLY told me this is not an issue because I have verified personal information. She said they just had a meeting this morning saying they are processing cancellations. And there is NOTHING they can do. They're "sorry" for MY confusion.

Conclusion: It's my fault Verizon's system crashed. It's my fault I was misled by all their departments including fraud. They don't care about you and will lie to your face.

Anyone else have a similar experience?

Sabatinojr

Yep. Same thing here. I'm beyond pissed. I'm pretty sure I'm taking my 5 lines and 2 ipads over to another carrier over this. It's the second time they've screwed up a pre-order on me. My contracts are up and I'll pay half the price somewhere else where hopefully CS actually cares enough to solve an issue they created.

Verizon_Support

We don't want to see you so upset about your pre-order experience or wanting to leave, Sabatinojr. I sent you a follow request as well as a private message. Please check your inbox here in the forums and reply with the information I'll need to restore your order and confidence with us.

JenniferH_VZW

Follow us on Twitter www.twitter.com/vzwsupport

One4blackberry

What did they advise you in regards to placing another order? Did they say if it would successfully post or again cancel because of the address issue?

There are many of us including myself that ordered devices with the billing address not being the same as the physical address. My billing address is a PO box and they are unable to deliver to a PO box so I provided my physical home address HOWEVER Verizon has always had my billing and physical address in the system. There are others that ordered devices with shipping request to their place of employment as well. I am not sure if the flag for cancellation for you would have been a new customer vs a current customer with confirmed data....

I will say that I had to contact the fraud department to confirm data as well and to confirm that I indeed wanted the device to be shipped to my home address.

Jaysend

I experienced a similar issue. I stayed up until 3 am to pre order my iphone. Earlier during reasonable hours I called apple and they told my that they would only preorder subsidized phones. Due to my contract with verizon, I need to purchase at full price. To my great disappointment, I was told that I would need to ore order through Verizon. Yikes. So I called verizon and made a checklist of everything I would need to pre order. All 3 passwords, check, addresses and payment info check. 3 am rolls around and I hop into Verizon.

PROBLEM 1: I needed additional information that I didn't have. Ok I get it figured out and pre order. Happy days. I go back to sleep and in the morning I have an email and expected date is Friday 9/19. Happy days!

BIG PROBLEM 2: I will be traveling in that day so I call to see if I can have it shipped to my hotel. "Sure no problem" I can put in a change order or I can cancel your order and put in a new one." Um no absolutely do not cancel my pre order thanks. The Verizon rep said " we have plenty of phones and it will not change your shipping date" ( why does every customer service rep at verizon make things up and state them as fact? It's ok to say I don't know) I repeated no I don't want to risk it.

I checked my preorder and to my horror, it was cancelled and I had a new preorder in the system for a delivery 2 months later to a hotel across the country..

BIG INEXCUSABLE PROBLEM 3: I called 100s of times and was basically told all sorts of conflicting theories on why it happened, (again, all stated as fact) with no help, sympathy or even empathy.

I have been with verizon since the 90's and I will be taking my 3 lines, and 3 devices elsewhere. Not so much for the pre order debacle but the subsequent handling of the problem.

It's a phone, it's not the end of the world but it is important to me and I expect it to be at least marginally important to Verizon. I would also love to have my pre order honored..

-J

Verizon_Support

Jaysend We are very concerned to hear about your recent experience with the preorder. Your business is valued and we want to make sure we are providing great customer service. I can understand the urgency to receive your phone if you're traveling. There will be a shipping delay at this point for most iPhone orders. I recommend having the phone shipped to your billing address to avoid further delays. Please let us know how we can assist.

SheritaH_VZW

Follow us on Twitter

@VZWSupport

Jaysend

Yes there is a very significant delay for shipping! It went from today 9/19 to November! Thus the problem. So what do you propose to do about this? I tell you if I can get an ATT or Sprint phone before November, I will. I am open to ideas.

Jaysend

I should add, I don't care where the phone is shipped. That was never a large concern. I thought it would be nice to have the phone shipped to my hotel today but my home/billing address is fine. If you can get me the phone in a REASONABLE time, I'd be happy to have it sent anywhere you want, heck I'll hop in a plane to go get it. But in my mind going from September 19th to November is not reasonable.

deposit25cents

I see a reoccurring theme here. My pre-order was canceled as well. I pre-ordered at 3 AM (PST) Sep 12 and was confirmed a delivery date of Sep 19. On Wed Sep 17 at 6 AM (PST), I received an email stating that my pre-order was cancelled without explaining the reason. When I called in to customer service, I was told that fraud cancelled my order. I too was shipping the phone to my billing address. The customer service agent told me that the fraud department tried contacting me. I had no Email, missed Phone Call, or Text Message stating that my order was going to be cancelled. From reading other posts, it appears that other individuals did receive some sort of contact. Was there anyone else that didn't receive any kind of notification? I normally don't get up at 3 AM to order a phone but my current phone is on the frits. The customer service agent was more than willing to reorder the phone for a mid-October delivery (a month later than the original delivery date). I think I'll have to start shopping around for other carriers to see what's available. Frustrating experience.

NadiaPB1

I am about to cancel both lines of services. I just received an email to confirm that my iPhone 6 PLUS pre-order has been cancelled. I didn't cancel it. There's no issue with the billing address. I don't understand what the hell is going on. Then I call and they are closed! Who closes at 11pm in customer service these days? I am upset!

Aggieland2008

So I'm right there with you, and have spent many days and nights talking with close to 10 people totaling 12+ hours.

My story seems to be much like many of y'all...

1. Ordered iphone 6 64GB Gold on 9/15. Receive confirmation and receipt that says delivery on 9/29. Days go by..no tracking number no device.

2. Call and ask what went wrong give them my information, it doesn't seem to be in this persons system, so I get moved around, and told that it would be escalated and a tracking number would be emailed shortly.

3. Days go by, nothing. I call back and exchange phone calls and emails with this person (the nicest person I've spoken to) and emailed my receipt. He emails the warehouse and puts in a jump the line and it should be there asap.

4. Nothing comes, emails exchanged, more phone calls to try and get anyone to tell me SOMETHING. I'm told that the order was canceled, but gave me no reason as to why. I replace the order just trying to make the issue go away.

5.No tracking number, no confirmation. Call back, and I'm told I'm at the back of the line and I should receive it on 10/14. No one seems to care that I have a receipt that says I should have received the device on launch day.

6. Today 10/10 I call since there is no tracking number and would think it would need to ship to be here by this magic 10/14 date now. Turns out no one can find my order number and there was a "glitch" in the system where it generated two purchase numbers. So that's right you guessed it, in order to try and get a phone we have to CANCEL this order again because it sees two confirmation numbers. So now I canceled another time, placed ANOTHER purchase with no idea when it will ship. The best someone could do was a jump the line (like I haven't heard that one before).

At the end of the day I've spent so much time and energy to be told nothing and no at Verizon really seems to care that I have a a receipt from 9/15 that shows a 9/29 delivery date. "System error, sorry" I've never had such a terrible experience with a company and being pushed off from one person to another with representatives just telling me anything to try and make me shut up. Still no answers...

Jaysend

I have given up. I get emails from Verizon Reps that promise the world just to take up alot of my time and ultimately make things up that never come to fruition.Or the few rare honest ones, just apologize and say there is nothing to be done. I am way to busy to deal with this anymore. I wish you guys better luck than I had.

Aggieland2008

Unfortunately, I'm not holding out for much hope. I'm not waiting again. Wish a VZW rep would handle this correctly, or at least offer some sort of compensation.

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