For some reason here's what happened
1. On the day of setup I was having trouble so I called tech support. They said something's wrong with the device so they'll send a new one.
2. They sent a new device to my parent's house in Delaware. I live in New York and I have always had my own phone number account etc. And haven't lived with parents for over 7 years. I had updated my address prior to ordering any device, and the first device was sent to me.
3. I called them and asked for a return box and label to be sent to Delaware. They're like ok sure no problem
4. My parents get a box but no return label.
5. I call again and ask for them to email or send a return label. Apparently we can't print a return label so they say they'll mail a label to Delaware.
6. No return label reached Delaware.
7. Now what? Every time I call them I can't get in touch with someone who can help
8. I don't see the additional device on my account, I don't have a tracking number, not even a confirmation. But I've been documenting every step of the way, and I'm sure as heck not going to pay whatever fine they want to impose on me for all this.
9. Verizon agents, please help me resolve this once and for all--all I need is to be able to print a label and have the equipment returned to you. It's literally not that difficult. "Oh but it's against company policy we have a system" ok but the system is broken. Ask your manager for approval to print an individual label with UPS if you must--it's annoying but that will signal up the chain of command that the system is broken and you're doing your diligence to serve customers and they need to get with the UX/developers to figure out what went wrong with the system. So you'll be doing the right thing for everyone. You'll be a hero.
Please, there's a lot of people having this issue and resolving it would be a win-win for everyone involved.
We're sorry to read about the issue with receiving the equipment and returning it. We are here to help. We will be sending a private message. ~Peter
We're here to help you get a return label for your equipment. Let us know if you need assistance. ~Peter
Start a new topic or ask questions in the open forum.
