Preorder terms and conditions for an exchange preorder . URGENT HELP.
FAzadi
Enthusiast - Level 1

Hi so I pre ordered an iPhone 12 pro max. And it’s making me review the terms and conditions and accept,  it says it is not required for the order. However when I look at the order status it shows the complete opposite saying that I need to review terms and condtitiojs.. and this is a worry free guarantee exchange and it’s starting to frustrate me a lot... so far none of the agents don’t know what is going on with the order and I cannot cancel because if i do the shipment will delay for a monthEB794C09-3A23-4AD2-94A7-9CFEEE9EE76D.jpeg

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jhalp
Newbie

What was the outcome of this? I’m experiencing the same problem with a 12 pro exchange and all the phone reps keep saying the order looks fine on their end except on my end the order keeps expiring because I’m not accepting the T&Cs.... When you try to accept, it says not required. Spent hours on the phone with multiple reps and no one can figure out the problem other than... I think we need to cancel and start over... but that doesn’t help! Time to cancel service and switch?

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vzw_customer_support
Customer Service Rep

We most certainly wouldn't want to lose you as a customer, jhalp! We apologize for the trouble you've had with this order. When trying to accept your terms and conditions are you using the app, website, or automated system?

 

KiaH_VZW

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jhalp
Newbie

I’m using both the app and the website. Support reps have even tried to “escalate” me to manually enter them by phone but it just tells me the device is activated. I call and ask for help and everyone knows how to fix it and then transfer me to someone else. I wait on hold for a long time and someone else picks up, goes on and on....

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vzw_customer_support
Customer Service Rep

We want to ensure this is thoroughly looked into, jhalp. Please send us a Private Note to get started.

 

CheyenneS_VZW

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jhalp
Newbie

I’m on hold as I’m typing this. Talked to a “telesales” rep who didn’t even look into and said, let me get you to someone that can help. Still on hold at and hour and 23 minutes

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vzw_customer_support
Customer Service Rep

jhalp, we appreciate you communicating this to us. Were you still needing assistance in regard to this?

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I am also experiencing this same problem!  I spent a total of 5 HOURS on the phone trying to get a swap completed. They told me to go to a store. My nearest Verizon store is over 3 hrs away so I need it shipped to me first before I can return my phone. After being transferred over 6 times, hung up on and sent into a chat loop, I am told the only option is to pay full retail price for the phone. Ok, fine! Whatever I need to do to get his taken care of. Then only to have this issue of the order on hold waiting on T&C's which takes me to a screen saying they are not required. The rep spent another hour canceling and recreating the order, trying to get it to work and could not. 

Any help would be appreciated!

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vzw_customer_support
Customer Service Rep

msummers2112, I can only imagine how frustrating this has been for you but my goal is to help. Since having a new order, to clarify, are you still experiencing the issue with the terms and conditions? Via the community platform, it may take a while for us to respond so please let me know where you are in this process. 

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Yes I am still experiencing this. Please let me know if you need my contact information to help resolve this. 

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vzw_customer_support
Customer Service Rep

Thank you so much for providing this update and meeting us via PM msummers2112. It is concerning that you are still experiencing this issue but we are here to help. To get started, we will need access to your account. By connecting with us, you grant us permission to review your services so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Please note, the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:http://spr.ly/6007HXlJN

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vzw_customer_support
Customer Service Rep

Thank you for the additional details msummers2112. We want to look into this further for you. I have sent you a PM, please respond at your earliest convenience.

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vzw_customer_support
Customer Service Rep

It's our priority that your order is properly processed so that we can turn these feelings around. We contacted you via a Private Note to continue assisting you.
GeovannJ_VZW

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Marie361
Enthusiast - Level 1

I just had this problem today. Spoke with several agents and finally one told me to call the 800 number. I called and the person I spoke with says on their end it is not saying that I have to take any action and I should be fine even though it says the exact opposite thing it’s showing you in your account order status. I guess I’m just going to trust what the representative over the phone told me and wait to get shipping confirmation. 

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Marie361
Enthusiast - Level 1

If you find out something different could you please post? Thanks 

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vzw_customer_support
Customer Service Rep

Marie361,

 

We always want to provide accurate information and keep you in the loop regarding your order status. I am glad to hear that our Phone Support Team was able to resolve your order issue. You can continue to check the status of your order here https://www.verizon.com/od/cust/orderStatusIndex#/ .

Does this help?

 

Thanks,

PamelaF_VZW

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