Why has Verizon decided not to provide updated timelines for iPhone 16 shipping?

[nhp1990]

I hope all is well! I’m curious to understand the decision-making process behind not providing updates on shipping timelines for the iPhone 16. My shipping date has been October 11th for a long time. When I texted with customer support, they guaranteed a November delivery as the latest possible date, but that has now come and gone. In fact, I even tried to cancel at one point but was informed that this wasn’t allowed since too much time had passed since I initially made the order. This was an interesting and unexpected position to take!

Providing false dates and/or deciding not to communicate a shipping timeline seems like a curious business decision from the outside looking in, so I just wanted to understand better the logic behind it as well as if there is any way to receive a status update. Have a fantastic day, thank you!

[vzw_customer_support]

I know I would share your concern if I had not received a device that I ordered in October myself, nhp1990. Updates are generally provided if there is a delay in your expected shipping date, and right now I am showing every color and storage combination for every model of the iPhone 16 in-stock and shipping normally. Have you still not received your order? If not, the only option may be to cancel the original order and place a new one.

-Joseph

[nhp1990]

I have not received my order nor have I received any update, except when the folks in the chat service guaranteed a November delivery, which has not happened.

[vzw_customer_support]

We're sorry to read that you have not gotten your order. When did you last receive an update? Were there other items in the order? ~Peter

[nhp1990]

The last update was in September. The other items in the order were a case and a lens protector. And cancellation in the app is not working it seems. 

[vzw_customer_support]

Happy Monday! Being on top of your account is crucial, especially if you are managing your phone order/shipping status. Verizon is here to help.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[vzw_customer_support]

Thanks so much for this update, nhp1990. We would definitely recommend canceling the order to then re-order the phone. The inventory shows available so that means you can visit a store location to have your new phone today. 

-Natasha

[nhp1990]

Thank you, Natasha! How can I cancel the order? I attempted to cancel it before but it was rejected because too much time had elapsed since I first ordered the phone. Which seems kind of ridiculous since the reason I tried to cancel was because the phone never came! Very strange policy.

[vzw_customer_support]

Thank you for sharing that additional information with us. The link below will provide the instructions for requesting to cancel an order. If you find that you have any issues with this process, please let us know so that we can offer additional assistance.

https://www.verizon.com/support/cancel-online-order/

-Andi