Today I placed an order online for an early upgrade and go through the entire process, which the system tells me is successful, but the confirmation number is a weird format. So I call support and get a lovely representative who tells me my order probably didn't "take" and not to worry, she can help me(commission?) place a new order. I tell her I just wanted to be sure my order went through because I needed the overnight delivery due to upcoming air travel. She tells me that in order to be sure it will arrive in time she recommends we place the new order together. It takes 52 minutes but she is lovely and friendly the entire time. I tell her twice more and ask her to verify that it will indeed arrive no later than 42 hrs from the time I placed my order because I would be out of town after. She confirmed that it would be there the next day and not to worry. Well, my order stayed "pending" until the chat and phone lines closed for the day at which point I received a notice that my phone was sent 2 BUSINESS day Fedex, not even the normal overnight, let alone the Early Express option I asked for(before 10:30am). I am sure it's just unfortunate timing that the system didn't update until nobody else could answer my desperate request for help, but I find it absurd that Verizon Wireless reports double digit revenue growth again last quarter but doesn't have 24/7 support?!!?
I made it very clear that I needed this phone before Monday morning and I placed the order on Thursday afternoon. I live in NYC and a shipment from anywhere on the East Coast could easily get here by the next day for anything shipped before 10pm(which it was), let alone on Saturday. At the end of my call I asked her to verify that my phone would arrive before monday and she told me it would be here on Saturday. How could she not know she sent it 2 business day and that Saturday is not a business day!?!?!? Why not address the issue then and there? I am annoyed that I took the time to do the online survey and sung her praises when she made a critical error and then lied to me instead of going back into the system for 10 mins of extra work.
Now, when they man the phones in the morning I have to ask them to contact FEDEX and change the shipping speed, which may be too late anyway. If they won't or can't fix this, nobody will be here to sign for the package and when I return from my trip my family and I will let Sprint buy out our contracts or pay the early termination fee after 6 years of loyal patronage. I asked for one specific detail to be addressed and it was ignored. When I called back to verify that it was going to arrive on time, another rep tried not to answer my question but when cornered he said it would arrive Saturday. Why did 2 different employees lie to me about the shipping method?
VERIZON, you should cancel my order and send me a different one OVERNIGHT EARLY EXPRESS at your own expense. I will happily order a different phone even. I can't manage my company and travel from my failing current phone and I entrusted my business to you. Show me that wasn't a mistake.
Regards,
Jason H and Suzy S
Order #: (removed)
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator
