Hi @waellerbe, I totally understand your frustration! When you order something, it should be available in a reasonable amount of time. No one wants to hear "be patient". If you placed your original order in a Verizon/Verizon Authorized store, here's what I would do. As a matter of fact, it worked for me. I shared with the associates that at that point in time, I didn't care what color it was, I wanted the Pro Max. I also shared that if one became available, I would take it, if not spoken for. It just happened that I was in our local store and I asked if any had came in yet. Lo and behold, one had! A customer had ordered one, was called several times to come in and pick it up, but did not do so. So, that's how I got mine! I'm not saying that would work for everyone, but it might be worth a try. I wish you luck!
Hello @Whiterose2582 Please pardon my delayed response. Per conversation with an employee from our local Verizon store, I will cancel my online order for the iPhone 13 Pro Max to remove the "one-time" charge. Makes no sense to pay money for a device that I do not have. While the iPhone is still on back order, I still have more faith in better communication from local Verizon store. This way I don't have to deal with the generic ZERO update from the UPS website.
I will provide some feedback for Verizon (and UPS) knowing that this comment will be reviewed for "Quality Assurance Purposes." With today's feedback I will share some insight from my 20 years of experience with Customer Service. When we can say something about the backorder process, this special SOMETHING can actually help to calm a person down. Frustration gets worse when customers have NO current information to go by. Instead of ignoring the angry customer, it makes more sense to stay "in touch" with a customer regarding the process of ordering any product online. In keeping with the Quality of any service, it is harder to make a "DOLLAR" when our communication makes no sense. Having no update as of 12/06/21 does not help to improve the quality of any service. When I have some frustration during this process, I will not waste time giving an employee a hard time. As a person, I still aim to conduct myself in a mature fashion. In the English language, CARE is powerful "four letter word." Communication helps to demonstrate how much UPS and Verizon cares about the service to the customer.
As a compliment to this wonderful community resource, it would be nice for UPS to partner with Verizon to produce a Discord feedback server. I have extensive experience with Discord, and I would be happy to volunteer some of my time to help a team create the server.
Side Note to Verizon: I am serious about this potential project. Have someone from Verizon send me a direct email, and we'll take the conversation from there. I have at least 2 years of experience with Discord, and I know how the value of communication can improve. A value far beyond Facebook. Let's make it happen.
Hello @Whiterose2582 I successfully "cancelled" my original online order for the iPhone 13 Pro Max. After 24 hours I will head over to our local Verizon store to order the same phone directly through their location. This solution is much better than waiting to sign for a phone that was never "On the Way." I can honestly say that I appreciate the value of conversing with an Actual Agent instead of the technical Verizon Virtual Assistant. After the Virtual Assistant told me that I could not cancel because it had already been shipped, I went back to request a connection with a "Live Agent." Happier with the decision to cancel the online order. Makes no sense to pay a one-time charge for a device that I never received.
Yay! It sounds like you have made the right choice! I think you’ll love your new Pro Max, I sure love mine!
Please keep in touch and let me know when yours arrives!
Hello @Whiterose2582 Two days later I am still waiting for Verizon to cancel my previous order for the new iPhone. From 12/15/21 (trying to have a sense of humor) exactly when does the "24 hour" period begin? Hopefully by this Sunday the simple request to cancel will be complete. I can say that this has been a character building experience since 12/06/21.
Hello @sam812345 Any update on your order for the new iPhone? While I'm still waiting for my iPhone, I like to distract my attention by reaching out to others on the same issue. Would be nice to hear that you received your new iPhone before Christmas time. Hope you're doing well.
Hello @waellerbe, this sounds like the moment in time when the word “patience” kicks in! In the perfect world, the “24” hr rule should mean from 12-15-21, to 12-16-21. More than likely, it means ‘business days’. But, if you went in the store and asked them to cancel your original order, that call should have been made right on the spot, no waiting. In my local store, that is what would have happened. The customer would have walked out the door knowing that their order had indeed been canceled, and hopefully another order would have been placed.
Hopefully, your experience will become more positive. Good luck, and keep in touch.
Hello @Whiterose2582 I received my new iPhone 13 Pro Max from a "Corporate" Verizon Store here in my State. Let me break down the experience as it would unfold:
One Verizon Employee at our local Verizon store helped to place a call to speed up my chance to connect with Customer Service. After almost 2 hours on the phone with the Verizon Agent, she encouraged me to reach out to the "Corporate" branch of Customer Service for further assistance. Near the end of the phone call, she stated that Verizon was waiting for the phone to return, in order to remove certain charges from my account. With help from the Verizon Employee at our local store, I gathered the address for our Corporate Verizon store, and drove to the location. Upon my arrival, the helpful Employee listened to my concerns, got assistance from her Manager to review my account. From that process we placed a phone call to the "Corporate" branch of Customer Service.
This branch of Verizon's Customer Serice FINALLY understood that fraudulent nonsense affected the delivery process of the iPhone that I ordered on 11/30/21. Per assistance from the Verizon employee at the local store near my residence, we saw proof (on the Verizon iPad) that someone attempted to activate the phone that I ordered. Damaged phones should not be "activated." With Corporate Customer service, I was polite when I asked them, how can Verizon expect to receive in return a phone that was never delivered since 12/06/21. I would also ask, if the phone was reported as "damaged," why would this phone take 15 days (as of 12/20/21 at the time) to be returned? Thankfully Corporate Verizon did NOT give me the run around. They removed the charge from my account, which helped to put my account in a healthy state for the upgrade. Within a few minutes, the Verizon Employee returned with a NEW iPhone 13 Pro Max. I was so happy I could CRY. Through this experience, I learned a lesson that can be summed up in two words: BE NICE. While I was frustrated about the delay, I still had a sense of humor, and the employees had fun laughing at the jokes that I would tell, instead acting like a FOOL. More appreciation on the way.