I have a Samsung S3 for two years now, so my contract was recently up. I planned on waiting for the S6 to come out sometime next year, but I noticed on the Verizon website that a deal was offered to upgrade to the Samsung Galaxy S5 for free. As I do not like shopping at the malls on Black Friday, I was intrigued that you offered FREE OVERNIGHT SHIPPING. This offer seemed very good so I decided on Friday morning to upgrade to the Samsung S5. I received a conformation email Friday morning after my purchase. On Saturday I received a tracking number and after I entered the number it stated that I would receive the package on Monday and that it needed to be signed for. I wont be home on Monday, so I would receive the phone Tuesday the earliest, which is 4 days after I purchased the phone.
I was not happy with this, so I called up customer service.
The first lady I spoke to said she would call FedEx and figure out what was going on, and then I was hung up on.
I called a second time, and the man on the phone said he would do the same thing. I was transferred to a gift card inquiry department. and once again I was hung up on.
The third time I immediately asked to speak to a supervisor or a manager, as I was more than upset at this point. The lady who I was connected to complained that she was working overtime and could not help me, so I asked her to transfer me to someone who could. A male representative picked up and he tried to resolve the issue. He quickly spoke about offering a free car charger/phone case, and I immediately told him that this gift was not resolving my case. He then stated that FedEx does not ship on Saturday, even though research on their website says they do. He indicated that I would have to pay $15 for the phone to be shipped on Saturday. This was not an option offered to me on the website when I purchased the phone, and defeats the purpose of FREE OVERNIGHT SHIPPING. Soon enough, I was hung up on.
The fourth time I spoke to a female who stated the same thing above, and I asked to speak to a supervisor or manager. She told me that there was no one there to speak to. I asked again and she said that there was someone available, and that they were busy. I asked her if there was someone available or not, and she seemed to deflect my question. After going back and forth for about 2 minutes, I asked her to take down my information and phone number and to have this supervisor and/or manager call me at an available time. As I was giving her the information.....I was hung up on.
This was a very unpleasant customer service experience and I am appalled as to the lack of support and patience I was given. I was on the phone for more than a hour, and I still do not have my phone. I recorded the conversations I had with your representatives so there was a record of my experience.
