UPDATE : No replacement router

[cmpedal]

5/2 Update:

Again, I spoke with Verizon on Friday and they told me the router would be here on Saturday - overnight delivery. They gave me an order number and tracking location number. I never got the tracking number again (no surprise there) and I also never received the router! I’ll now be cancelling Verizon because I have absolutely no trust in them left and they’ve told me 5 times now that the router would be delivered over a 4 week period and it was never delivered. 

4/29 Update:

On Monday morning I spoke with Erica who listened to my concerns and addressed the issues I had. I was once again reassured that the replacement router would be delivered to my home on Tuesday by 7pm. She was able to give me information like the order number, location code, and courier who would pick up the order (DHL), which was more than I was provided with before. However, it is now 7:40pm on Tuesday. I still have not received a tracking number, I have not received a confirmation email, I have not received the call from a manager I was told I should expect for Monday, and I have not received my router. It is now day 8 with WiFi speeds between 5mbps and 60 mbps. 

At this point, I don't know if there is anyone who can assist with the issue. Each time I entrust someone with carrying out this simple replacement task, I wait two days for the router to be delivered and I am disappointed each time. This is now the third time. Again, when I look up the order and speak to someone they say the order is not found. I am at a loss for what to do besides cancelling Verizon, because its taken 8 days, one trip to Verizon and more than 6 hours on the phone with 8 different people to try and figure out this issue.

Original Post: 

Posting in the forum as a last result as I am on the verge of cancelling Verizon due to their complete incompetence when it comes to support. On Wednesday 4/23 I was experiencing connectivity issues. We went from having speeds of 200-250 mbps to 5 mbps. After over an hour on the phone and running troubleshooting (resetting the router, restarting, etc.) nothing was resolved and the representative said they will send a replacement router and it will be there by Friday 4/25. They said don’t leave the house on Friday because it needs to be signed for. I get a confirmation email for the replacement “we’re on it!”, but no tracking number. I wait around all day on Friday until 8pm and no router arrives. I call Verizon and they say there’s a problem with the order and it was never processed. The woman on the phone says you can go to the Verizon store and they will give you the replacement. I drive 20 min to the open Verizon store and they tell me they aren’t able to do that without charging me. They give me a number for tier 2 support. I call and the representative assures me he’s very sorry for everything (he was very sincere, I don’t blame him), and tells me it has now been ordered and expedited shipping will deliver it to me on Monday 4/28. Once again, I don’t receive a shipping confirmation. I call Verizon and they tell me the order was never processed. No one is able to tell me WHY or why this has happened THREE times now (last year as well) where I expect the router to be delivered, wait home, and it never comes. Mind you, I work from home and I’m currently working off of my iPhone hotspot with low speeds. I am at my Witt’s end and I have had nothing but patience with these representatives and the multiple issues that have occurred while simply trying to obtain a replacement router. I’m very disappointed with Verizon’s support and dissatisfied with the service. It’s very unfortunate as we have been Verizon customers for 15+ and will now have to start looking elsewhere for services. 

[vzw_customer_support]

Hey there cmpedal, really sorry to hear you've had some frustrating experiences over the last 4 weeks. We definitely don't want to lose you as a customer. We know your time is important and want to get to the bottom of what happened with your recent order as soon as possible. We'll send you a Private Message to look into this and help out the best we can.

~Izzy