Wrong Shipping Address to iPhone X order.
Jw087
Enthusiast - Level 1

So here I find myself in a great dilemma. I woke up last night and placed my order at exactly 12:01 AM.  I got the exact iPhone I wanted, and the delivery date showed the third, opening day.  Issue that I’m running into is, the  Address is in accurate. It reverted back to my old address, even though it was changed when typing it in for my order. I called customer service and they told me that there was no way to change it and they had to cancel my order and re-order. I’m now showing a delivery date of mid December. She said there was a form she could fill out to  get my place back in a delivery date of next week. Is this accurate? I’m rather frustrated by the whole process, as it was typed in correctly and for some reason it glitched in the system. Now an additional two months on my wait.  I would love it if a customer service agent could chime in and help me with this  

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1 Solution
Jw087
Enthusiast - Level 1

To everyone wondering about my original question. I called back seven times, on the third person my “Jump the Line” request was approved and I was sent a shipping date today For delivery tomorrow. The procedures are there, but many people (Employees) don’t know the proper procedures. All worked out in the end!!

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39 Replies
bd94s10
Specialist - Level 2

Yes, I've had to do this before for a different reason. They can submit the form and it should get you taken care of. Bottom line from what I understand the best thing to do is cancel the order and re-process with the correct address. I would  have Customer Service pre-process and then do the form. I've read on the first day the system may not let you change the address on vzw.com so keep that in mind hence why I suggested Customer Service processing the order w/ the correct address.

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donrich1
Enthusiast - Level 2

I had a similar situation happen to me as well with my pre-order. The Verizon rep also mentioned submitting a form to get my place back in line and that it would take a couple days to update in the system. I haven’t seen any changes so far. Please let us know if your expected delivery date updates in the next few days.

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Aberman
Newbie

I just got off the phone with Verizon’s Credit and Order Review Team and they said cancelling the order is not the right option.  She acknowledged a lot of people have called about this issue with the address reverting at checkout.

She said call the order review team when the phone is getting ready to ship and they can change the address. So basically a day or two before it’s suppose to arrive. You can call the Credit and Order Review team at (866) 338-7390.

The problem is that a lot of Verizon reps are giving out bad information. They either don’t know how to find the right answer or the answers aren’t easy to find. Every time I call in I get a different answer. So I have started to call and chat until I connect with the right department so I can get what sounds like a solid answer.   

I have had bad experience after bad experience with Verizon customer service over the last couple of years. I think the issue isn’t as much the reps but the system they have in place.  Who ever is in charge of customer service overall should re-evaluate their systems, resources, and training.

Customer service shouldn’t be this frustrating and complicated.

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lando13
Enthusiast - Level 3

The COR team was terrible! They told me that to change the shipping address, I had to cancel my order.

Multiple chat agents told me the same thing...

After 3 tries I got through to a chat agent who was able to change my shipping address just fine.

I believe this is because the order is on "lock down" for the first 24 hours. Waiting helped.

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IAMBRANDOOM
Newbie

I had a similar issue but mine involved the payment source being an issue. I pre ordered and was all set for a 11/3 delivery and then on Friday 10/27 I received an email from Verizon telling me that I had successfully cancelled my iPhone X pre order. I did not attempt to cancel my order so I was instantly irritated. I called Verizon and was told by a rep that the issue was because they didn't have any payment information listed for the order so the system auto cancelled it. I have 2 separate cards on file with Verizon so how could payment even be an issue? I also had proof that in the original order my checking account was the payment method! The rep did inform me as well that we would need to cancel my order and then resubmit it which now I have a delivery date of 12/13. So now I'm not getting the original delivery dat of11/3 which I stayed up till midnight to get on pre order day. The rep informed me that when re processing the order he would be "expediting" the order to put it back in the same place it originally was so I would still be getting the 11/3 delivery date. I really hope that they keep their word on this one cause if I don't get my phone on the 11/3 delivery date then I'll be totally [removed] because of Verizon's ordering system glitch.

Profanity removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator.

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corytrae
Enthusiast - Level 3

Well this weird because i've received very different information from 3 different reps I spoke to. They told me the order is not on "lock down" but it can not be edited because its a "pre order" however they told me to call them back as soon as I receive the email with the tracking number and they can submit a form that will instruct fedex to change the shipping address. I asked twice if this process would delay my 11/3 delivery date, all said no it would not. Hope this is true or I will be kind of ticked off with this whole not asking for a shipping address thing with iPhone X

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lando13
Enthusiast - Level 3

corytrae​ The reps are wrong. I can confirm that they were able to change both my billing and shipping addresses.

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corytrae
Enthusiast - Level 3

I wish they could do this for me so I wouldn't have to stress about it anymore. I'll try chat this time

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DARSKE68
Newbie

By any chance do you know what they did to make it happen. Did you have to get the tracking number and have them submit a ticket to change it

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lando13
Enthusiast - Level 3

Turns out they messed up. Even though they told me they changed the shipping address, it still shipped to the incorrect address. I contacted them twice more and both reps told me they successfully changed it.

I also got a text message saying the shipping address had been changed.

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aas2116
Newbie

How do you know it is shipping to the wrong address?

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vzw_customer_support
Customer Service Rep

lando13,

 

I'm appalled to hear that your address change was not updated properly and this conflicted with your order delivery. I know you've been eager to receive your phone and I want to help put an end to this. I'm also sorry we did not respond to your Private Message. I'm here to fix this right away and help restore your faith in us. I have sent you another Private Message and I'll be able to further assist you there.

 

JuanD_VZW

Follow us on Twitter @VZWSupport
If my response answered your question please click the “Correct Answer” button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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lando13
Enthusiast - Level 3

Once again, a VZW rep responded to my posts and sent me a PM, and once again NO response. I messaged back within an hour.

This is so unnerving. I’m switching carriers as soon as my phone arrives.

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pamelaf_vzw
Verizon Employee

Hi Lando13,

We always want to provide accurate information when contacting us. It saddens me to hear that this did not happen and that you had such a poor experience contacting us multiple times. Let's get this fixed. I have sent you direct message for review, please respond to this message.

Thanks,

PamelaF_VZW

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donrich1
Enthusiast - Level 2

Any luck with getting your spot back in line?Jw087

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LiveStrongRB
Enthusiast - Level 2

I called Monday and the guy said he changed it but to call back in a couple days. I called today and nope still shipping to old address. The rep told me

i would have to give up my spot in line and wait until end of December. I said no let me talk to a sup. She put me on hold came back and said actually I figured it out. Changed it and still says processing expect shipping day on or around November 3.. I ordered 2:01 am CST and somehow mine still hasn’t shipped   

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aas2116
Newbie

I had a similar experience but got confirmation of the new address from fedex today after about 5 calls to Verizon and 3-4 to FedEx. I would try cs again & speak to a supervisor citing your past calls. It is completely unreasonable that there is 1) no address confirmation during checkout and 2) no way to update an address. Vz is clearly not wiling to invest the time to properly vet preorder address changes- imo a bad move for what could potentially be a very profitable customer segment.

Sent from my iPhone

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vzw_customer_support
Customer Service Rep

aas2116, you deserve the best customer service every time you reach us. Sorry that we had issues with your order. We appreciate your feedback about the process. Has everything been resolved? How can we help?

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aas2116
Newbie

Yes and no, the address was updated and fedex has confirmed the new address over the phone, however I have not received the device yet and the tracking does not show an updated delivery estimate.

Sent from my iPhone

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vzw_customer_support
Customer Service Rep

I'm sure you're excited about getting your new device, aas2116. I would love to be able to review the order with you. I've sent you a Direct Message. Can you please respond back to that message for me.

 

KevinR_VZW

Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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