Upgrading Phone Preorder Issue
L-C
Enthusiast - Level 1

I placed a pre-order for the new iPhone this morning, but had to cancel it since I needed to update the shipping address. When I went to re-purchase the phone an hour later, I was no longer able to upgrade my line despite receiving confirmation my order is canceled. I spoke to a rep and they said I would have to wait for this to fully process. I'm reading online that it can take days to process. This is so frustrating. It looks like I will purchase from another retailer, such as Apple. Has anyone else had luck with purchasing somewhere else with this situation?

10 Replies
cosmicbuns
Enthusiast - Level 1

legit having the exact same problem. i preordered at 7am, then realized my account had a bogus shipping address listed in the order, so i got a chat support rep to cancel it. now when i go to try to re-order, it tells me i have a pending order on my account.

 

there's no pending orders, just the canceled one. hopwever, when i look at my upcoming bill [the next bill, not my current one due], they've added the monthly charges for the new phone's payment plan as well as a bunch of other charges i did not ask for. the support chat reps just keep bouncing me around to different departments, between sales and back to CS, and no one is seeing anything pending on my account, but the issue is still there. this is beyond frustrating and i'm ready to switch carriers if i have to pay a bill for a phone i don't even have.

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vzw_customer_support
Customer Service Rep

I am so sorry to hear of any issues with your pre-order. I do understand the urgency of getting this figured out. Let's take a closer look. A private message has been sent. Please respond as soon as possible.   -Al

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mlm17
Enthusiast - Level 2

Exact same thing happened to me, even though the customer service agent who cancelled my original order assured me that I would be able to go back into my account and reorder the phone that I wanted. Really angry, and ready to switch all 5 Verizon lines that I have to another carrier.

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vzw_customer_support
Customer Service Rep

We don't want to see you leave and I can reassure you that we are here to help. Please authenticate your account to continue. -Lorenzo

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danamd89
Enthusiast - Level 3

@vzw_customer_support  Where do I authenticate it?

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Prizm
Enthusiast - Level 2

This is ridiculous. This is the exact same garbage I'm going through right now. I've spoken with 6 people over several hours. I cannot accept terms and conditions on my pre-order and the account is on HOLD.  

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lindak0125
Newbie

I recently had this same issue when trying to upgrade my son's phone to the Pixel 6 pro on my account.  First time, the phone color kept changing after I select the color I want.  Then the trade in credit for his existing phone doesn't work.  Working through chat to get it resolved.  They placed the order and I specifically mentioned that previous orders didn't have unit number on shipping label and Fedex won't deliver without it.  So the agent made sure it was correct (I also reported this as a problem in the past).  Well I have to finish the order by accepting terms and conditions and pay for the upgrade fee and taxes.  The agent couldn't make the trade in work either, so they put it thru separately, which couldn't be undone.  So I go to try to accept terms and conditions and the order won't load, after several attempts it says that I reached max attempts and chat support says they need to cancel the order.  Note, because of the issues with the ordering process, this took 1.5 hours to process.  I was reluctant to cancel because of that.  But it appears I had not choice.  Then the trade in won't cancel so I'm stuck at square one again.  

Next day, new agent tries to help me and they say I just need to wait for it to update because the order says it's canceled.  That never happened, got a new agent and started again.  Couldn't get the trade in to work because it's still on the original order.  I'm thinking I can't get the trade in credit unless I put it with the same as the order (special trade in value for the pre-order).  Two more hours with chat and still unresolved.  After several attempts of reorder and cancellations they finally realized they can't cancel the original trade in and that is why we have the problem.  Agreed to place the order as I have 30 days to process the trade in.  Placed the order and again, and now the problem is that there is an open order on the line already although they all say cancelled.  It's the trade in that is causing the problem.

Next day, I finally found an agent who knew how to force the issue of the existing trade in and can get the order pushed thru.  Was able to accept the terms and conditions and finally the order is placed.    

So I get the confirmation that the phone has shipped.  And I try to track it on my Fed Ex account but it won't tie the address to me.  Guess what, they left the Unit # off again and I will have to pick it up from Fed Ex after they realize they can't deliver it without the unit number.  I complained about this when I bought my Samsung watch and they assured me that it was corrected on my account.  NOT!.  This is the 4th time they have done this to me.  6 hours of my time I can't get back with this nightmare ordering process.  After 21 years with Verizon, you would think I would get a little more respect....Considering changing providers....

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vzw_customer_support
Customer Service Rep

That is a great question. We did send you a private message. Did you receive it? If so please reply to us there and we can send the authentication to review your account. ~Roger

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danamd89
Enthusiast - Level 3

Having the same issue. I have spoken to over 10 agents...none were able to figure out how to get it removed. Been a customer 15+ yrs, and i will move to a different carrier if its not fixed TODAY. Spent hours on this already

vzw_customer_support
Customer Service Rep

As a long-time and valued customer of 15+ years, your concerns are always our concerns and we apologize for your inconvenience. We'd certainly regret losing you as our customer and we'd like to continue being your wireless service provider for many more years to come.

 

We can also see that one of our team members reached out  to you in this forum, recommending that you contact us through our other options (e.g., Facebook Messenger, Twitter, or our Chat services). Let's continue working together by contacting us at http://spr.ly/6600yCEyI.

 

We'd love to work with you to assist you with your device upgrade and we'll look forward to hearing from you soon. -Robert C.

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