Verizon wouldnt let me change my order from Droid Incredible to Droid X

[LieutenantT]

I had ordered a Droid Incredible a month ago later finding out that the droid x was coming out.  I had cancelled the order about 2 weeks ago and got my refund back.  They also told me that i could go ahead and get a droid x now.  Well they told me that the day i cancelled it.  The customer service rep was wrong.  I cant upgrade my phone until my droid incredible order is completely cancelled through the warehouse department.  Now i have to wait for my ticket to go through which will take at least 3 days or wait for my incredible phone to get to me in 4 days and have to ship it back to them and wait another week for them to cancel the order.  So pretty much Verizon left out the important details of cancelling the phone.  I am beyond frustrated and this is the 3rd time that verizon has screwed me over.  they may have the best coverage but their customer service is horrible. i havent had a fully functioning phone in a year.

[tara316]

You got a bad verizon rep....same thing happened to me when I called at midnight to switch my order, like a past verizon rep had TOLD me to do....the guy I got at midnight was a total JERK and told me I couldn't switch and I had to cancel my incredible order and wait for the warehouse to process.....I let them cancel my incredible order....

And I called back at 8 am.  I got a REALLY nice girl rep who said that she could call the warehouse and "push" the cancellation through..yeah, it took a little longer but she had my X ordered in about 30 minutes.....she said the guy at midnight should not have told me that....

So, maybe try calling again....i'm sorry you got a bad rep, it has happened to me many times and it is so frustrating!!!

[LieutenantT]

Yeah, Ive called customer service 6 times in the past two days to get the figured out and i asked if they could contact the warehouse for me to get it cancelled faster but he said no.  So they just arent doing a  good job.  And a guy at the store told me he would hold onto a droid x for me cause ive been trying so hard to clear this up gave away the phone last night and so now my experience with verizon reps has gone from bad to horrible.... I rate verizon customer service as a 3 on a 10 point scale.

[splicer8]

---

tara316 wrote:

You got a bad verizon rep....same thing happened to me when I called at midnight to switch my order, like a past verizon rep had TOLD me to do....the guy I got at midnight was a total JERK and told me I couldn't switch and I had to cancel my incredible order and wait for the warehouse to process.....I let them cancel my incredible order....

And I called back at 8 am.  I got a REALLY nice girl rep who said that she could call the warehouse and "push" the cancellation through..yeah, it took a little longer but she had my X ordered in about 30 minutes.....she said the guy at midnight should not have told me that....

So, maybe try calling again....i'm sorry you got a bad rep, it has happened to me many times and it is so frustrating!!!

---

I always call back to get another agent if I'm not getting what I want. Also I have emailed when I couldn't get someone on the phone to see it my way.

[timdaye]

My Incredible arrived via Fedex on Jul-12. I took the unopened FedEx box to a verizon store on Jul-15 and swapped it for a DroidX.  No problemo.

[SavannahsMommy]

I had done the same thing, I ordered the incredible in june and it was on backorder....

I cancelled it over the phone earlier this week, knowing I wanted to order the droid x

The verizon rep assured me that that was fine, I could cancel one and order the other.

I called verizon at 0700 on the day they came out and I had no problem whatsoever.

Since they bill ahead, they credited me the price I was charged online, around $106.00.  I paid $100 (there was 100 instant rebate if you ordered online),

I ordered the droid X and it was the same exact price for me.

I have gotten great customer service about 95% of the time from Verizon-Sorry you had a bad experience and a crappy Rep, you should report them to Verizon !!

[user46516]

I had the incredible on order also for over a month.  I ordered the X online Thursday 8:30 am and everything looked fine.  About an hour later I got an automated email that said the Incredible order had to be cancelled prior to the X order being processed.  It stated the process had begun but that it could take up to 72 hours.

I was a little upset about that (as how can it take 3 days to cancel on order for something backordered 2 more weeks out) after waiting so long for the Incredible already.  I figured I wouldn't get my X on Friday.  I responded to the email (for what it was worth) expressing my displeasure in the 72 hours thing.

Called about 8:30 pm to check status.  The X order had been processed about 2:30 pm but there was no tracking information.  Rep thought that was odd as it should have made the cutoff for overnight.  She said it would likely ship out Friday instead.

Friday morning had a tracking email and it did indeed arrive that day. 

Now it's about trying to get use to this phone - nothing like my LG flip that was 8 years old!  And Droid is A LOT bigger and heavier!