Unbelievably Poor Customer Service by Verizon on Droid X Order!!

[dmw4814]

I went into a Verizon store on Sunday to add a line of service to my family plan and I ordered a Droid X as my phone. I was in a bit of a hurry as I had to get to my job and I neglected to check on the shipping method before I left the store. I knew the Droid X's were on backorder and I'd have to wait about 10 days for it, so I wanted to make sure they were over-nighting it to me by FedEx. Well, imagine my dismay when I noticed a couple hours later, on my way to Rochester, NY (I live in Cleveland, OH, but was making a delivery in Rochester), that it's being shipped via FedEx 2-DAY service! As soon as I got to Rochester, I called Verizon customer service (by this time, the store was long closed) to get it changed to over-night (I am, of course, willing to pay any extra fee for that). The rep tells me the order is on the screen in front of her, but that the system won't allow her into it to change anything. She advises me to call or go to the store where I purchased it and they can take care of that for me. So, after being up all night and after returning to OH from Rochester, I drive over to the Verizon store where I purchased the phone only to be told by them that THEY can't alter the order, either! Excuse me?!! Isn't Verizon the ones selling the phone and the ones placing the order?!! Why can't they do something to an order placed in THEIR OWN SYSTEM, for an item they are selling, to accomodate the wishes of a loyal customer?!! I have been with Verizon for almost three years now and the line I added was my FIFTH line on my family plan!! It's not like I'm asking to get free overnight service (I'm perfectly happy to pay extra for that!); it's just that I HATE waiting for things I want - and, I want this phone BAD!!

I'm not too happy that Verizon can't handle a small change like this for a customer and this has kind of left a bit of a bad taste in my mouth!

[dmw4814]

In the title of my post, why is there a space between "Unbelievab" & "ly"?!! No space appears when I try and edit the message and this makes me look like a **bleep**!

Apparently, Verizon's website sucks as bad as their customer service!

[newDroidXUser]

Well Verizon has their bad service reps and they have their stars.  I don't have the Droid X yet but I had 7 Storm Version 1s and 3 Storm 2s so I am intimately familiar with their levels of service.  One issue Verizon has had in the past is keeping up with all the new levels of technology they sell.   This is no excuse however depending on how fast a device comes out it can be a huge undertaking once it does come out.  

I will tell you that if you want the best service try to call during regular business hours.   I have had great luck in getting people with BRAINS during those hours.  However, I've had my share of duds and like I said previously, I've had some wonderful people who really care about their job.  

Finally, be persistent.  If you have a real problem keep calling back and informing them of each issue.  If you are just complaining (not saying you are) and are not willing to make the effort then they are right in not paying much attention.  But, I've dealt with all levels up support all the way to their Executive Office.  So, be persistent and don't ever give up.  You paid good money for a great phone and perhaps it's training or more information you need I don't know.   

Good luck.  

[arm-x]

Fat fingers aren't Verizon's fault.

You could always switch to Sprint or T-Mobile and connect only half your calls!

[kyomagi]

So wait, your blaming Verizon wireless for your mistake?

Just making sure

They should be able to cancel the order and redo it, but doing that you risk falling to back of the line

and its only an extra, and its only a phone, RELAX

[dmw4814]

No, I'm blaming Verizon for their inability to satisfy a customer's request for something that should be NO problem whatsoever for them to do.

Isn't customer service their main product?!! Yeah, they sell phones, but they provide service to their customers with those phones. Verizon is the only company now I have ever dealt with that can't make a change to an order BEFORE it's been processed/filled & then shipped.

[BigCTexas]

As a business owner I do understand. Overwhelming demand for a product that you provide, but dependent on a supply chain to satisfy demand. There are so many X's that Verizon (the end retailer) can provide. Due to overwhelming demand Verizon has been overwhelmed by demand for the product and then support via the site. Be patient. It also helps if you know your local Verizon store employees. Here in Vernon Texas, we APPRECIATE the phone and the support. Flies with honey.... Your local store is a franchise, the web site is 3rd party owned and then there is Verizon that tries to coordinate the 3. Best bet is to be-friend your local store.

[upsandowns]

Well I hope that you are one of the lucky ones and that your order ships days before the "estimated" date.  That makes overnight a moot issue.  I had to wait the full period (nearly two weeks), so glad I am getting overnight now, but had I gotten my order several days early two-day would have been ok.  Perhaps you will be in this new wave of deliveries.  It certainly seems from message boards that there is a sudden increase in the number of email notifications.

[martymotion]

Many order entry systems lock in at a cetain point and are not editable for a reason. Imagine what the distribtion side would be thrown into when orders from all over get changes for this and that!  This person just needs to relax, chill, it will come. 

[DaLlama]

i know this can be annoying as hell...but its not Verizon's fault.  its acutally FedEx that doesnt allow that...trust me I've tried it before...but one thing i will agree on, the rep at the store should've asked about shipping options...otherwise my friend there isnt much u can do but wait a couple of days....

[Cody21]

sorry, sounds pretty ridiculous to me....  All of the major carriers do this the same way in my experience.

[Droidxgurl]

I have had nothing but OUTSTANDING customer service from Verizon!!  Total props to the folks who work in the Napa store in CA....Very friendly, up-beat, informative people!!!

As one one person  said earlier, it doesn't hurt to make friends with the local store staff... Since they now recognize me, they have done nothing but go out of their way to accomodate and help. 

With that siad,  I have gone in at times where I was in a hury, and it seems that is when I seem to have an issue, a question not asked/answered, etc...  so, because you were in a hury, which you admitted already, and you forgot to ask doesn't mean that you can blame Verizon....Its one day....  ( although I admit I am a hypocrite in saying that, as I had to have the X the first day it came out!!!)

[yellowcanary73]

I ordered on line due to a lot of misinformation and out right lies at my local store they seem like leeches.I even recommended some friends to do it on line after they went to store and got the same crap.

[mortb]

Guess my Verizon Store is an exception. These people are absolutely wonderful and will go out of their way to help you. I've been with AT&T and if you think that your Verizon Store is terrible, try AT&T. Talking about a run-a-round and darn right lies.

As for your "problem" of waiting for one more day, look in the mirror because, as I see it, it's your fault. You were in a hurry to get to work and goofed, not Verizon.

[upsandowns]

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mortb wrote:

Guess my Verizon Store is an exception. These people are absolutely wonderful and will go out of their way to help you. I've been with AT&T and if you think that your Verizon Store is terrible, try AT&T. Talking about a run-a-round and darn right lies.

As for your "problem" of waiting for one more day, look in the mirror because, as I see it, it's your fault. You were in a hurry to get to work and goofed, not Verizon.

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I totally agree about AT&T stores.  I called around looking for the iPhone 4.  The people were downright rude.  They couldn't have cared less if I became a new customer.  Thank god for that.  I ended up deciding to stay with Verizon and go for the Droid X.  I've talked to CS a few times since I ordered by Droid X and every time they were very polite and tried to be as helpful as possible.

[g0thw1ng]

SO SORRY TO HEAR OF YOUR PROBLEM BUT I WORK FOR SPRINT SUCKY COMPANY BUT IN MANY SYSTEMS IN BACK ORDER ESPECIALLY THE ORDER LOCKS AS SOON AS YOU PUT IT IN THE SYSTEM AND YOU CAN'T BLAME THE PEOPLE OF VERSION FOR NOT BEING ABLE TO CHANGE IT NOT TRYING TO SOUND LIKE A   B   BUT IF CUSTOMERS TO CAME WITH TIME AND I MEAN ENOUGH TIME NOT 10 MIN AFTER WORK AND THEN  THOUGHT THEY WERE MORE IMPORTANT THAN ANYONE OR EVEN IF YOU WERE THE ONLY ONE THERE YOU TELL THE REPS SOMETHING THEY PUT IN WHAT YOU REQUESTED THEY TO CAN'T WORK MIRACLES BUT MOST ITS THE CUSTOMERS FAULT AND I WORK FOR SPRINT IVE BEEN THREW ANY AND EVERY FIGHT WITH CUSTOMERS BUT GETTING ANGRY OR WHAT YOU CALL POOR CUSTOMER SERVICE ISINT GONNA SOLVE NOTHING..

[dmw4814]

The Verizon store where I ordered my Droid X knows me very well and I have an excellent relationship with them; they even gave me the same deal that I could get by ordering the phone online - the INSTANT $100 rebate off the price of the phone so that I did not have to pay $299 and wait for the mail-in rebate. I am very appreciative for that! And, I was in their store for well over an hour, so it's not like I was in and out in 10 minutes. Perhaps I was being a little harsh when I started this thread, but I just felt like (and STILL feel that) they should be a little more flexible with changes to an order once it's been placed (but only UNTIL it's been filled, once that takes place, of course it's too late to make changes) to provide the best customer experience possible!

I do feel that the person who took care of me at the register should've asked me if I wanted standard or overnight shipping. However, since I was a bit pressed for time (I drive a tractor-trailer for Nestle USA's private fleet and, due to scheduling reasons, needed to be in Rochester, NY well before my delivery appt so I could start my 10-hour break), I forgot to make sure that it was going to be sent via FedEx overnight, so I accept some of the blame that I'm not getting what I want.

Waiting and I don't do well together!!

[djtonic]

It doesnt take much to get some people all fired up!  I don't advocate being a PIA to verizon, but if you escalate something enough, people will notice and you ultimately will get your way. 

Dj.

[SHAC]

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g0thw1ng wrote:

SO SORRY TO HEAR OF YOUR PROBLEM BUT I WORK FOR SPRINT SUCKY COMPANY BUT IN MANY SYSTEMS IN BACK ORDER ESPECIALLY THE ORDER LOCKS AS SOON AS YOU PUT IT IN THE SYSTEM AND YOU CAN'T BLAME THE PEOPLE OF VERSION FOR NOT BEING ABLE TO CHANGE IT NOT TRYING TO SOUND LIKE A   B   BUT IF CUSTOMERS TO CAME WITH TIME AND I MEAN ENOUGH TIME NOT 10 MIN AFTER WORK AND THEN  THOUGHT THEY WERE MORE IMPORTANT THAN ANYONE OR EVEN IF YOU WERE THE ONLY ONE THERE YOU TELL THE REPS SOMETHING THEY PUT IN WHAT YOU REQUESTED THEY TO CAN'T WORK MIRACLES BUT MOST ITS THE CUSTOMERS FAULT AND I WORK FOR SPRINT IVE BEEN THREW ANY AND EVERY FIGHT WITH CUSTOMERS BUT GETTING ANGRY OR WHAT YOU CALL POOR CUSTOMER SERVICE ISINT GONNA SOLVE NOTHING..

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Psst! Your CAPS LOCK is on