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getting lies to 3 times by verizon about droid-x order

i ordered the phone by web on 4am on the 15th.

didnt recive tracking number but they took out the funds from my account.

called cor on 15th about not recieving the tracking number. she said it was shipped out and tracking number need 24hour to update.

sent e-mail about tracking number as well on 15th no answer to e-mail so far.

morning of 16th ay 8am called cor and told me it was shipped out on 15th and she doent have tracking number because fed-ex didnt update it and gave me fed-ex number to call to find out when will it arrive ( she game me fed-ex general 800#).

called fed-ex and tried to track using reciever address and there nothing comming to address from verizon.

called cor again at 10am she put me on hold and talked to the manager about the order thats after telling me it was never shipped out and telling me i ordered it after 6pm. currected her it was at 4 am and i have the reciept from them.

after talking to manager she will ship it out today and it will go out at 2 pm and she will call me to tell me the tracking number.

nothing till 7pm

called cor again and told the story. she tell me nothing have been shipped out and its back ordered. told her the story again and she told me to keep on hold while she find out. after about 20 min on the phone some man picked up and told the entire story again. now his telling me they have a computer glitch and the orders was not processed on first come first bases and it was processed on random. im a it specialist and this is a lie even after crash it dosnt scramble the order sequance.

because of the computer problem and mass ordering of droid x i will have to wait till next friday for them to send me the phone. even the rep say sorry and i was lied to by reps.

conclusion i have wasted 2 days lied to 3 times. not going to recieve my droid x i paid for and over night shipping became a usps regular mail from out side of the country.

very unhappy and its been a nightmare. verizon have nothing on apple iphone4 on problems. if there treating there loyal customer this way.

Comments

sHaY_j

We do apologize for the frustrations you have about the shipping date/ tracking number. The tracking number only becomes available for tracking once FEDEX has picked up the package from our distribution centers. At this point FEDEX is in possession of the package, and all of their systems will be updated to reflect the anticipated delivery times, and the most up to date information. Please do not cancel an order because you are unable to track the order. Once a tracking number is assigned to your shipment, we will email you the tracking information. We appreciate your patience and understanding. HTH :smileywink:

redaero

I ordered mine at 530AM on the 15th and paid for the overnight shipping too. When it did not arrive today I was told that it will ship by the 27th!?!? beacuse they did not anticipate demand. Yeah why would anyone want to get a better device than the iphone on a network that works. Poor planing if that is the real story. Verizon has not handled it very well since they could easily used the spam machine to let people know of the orders being delayed. I had to laugh that they still have free overnight shipping on the website tonight. Maybe the rumor I heard is true and the scarcity of devices is only for existing customers like me doing upgrades and they are keeping them for the new customers. All I know is nowI am supposed to wait almost 2 weeks to get a device. grrrrrrr

dubya

Shayonte??? Are you serious?? This is an "official" Verizon response to this ridiculous mess? Why don't you or some other representative respond to the actual problem. Why don't you and Verizon own up to your complete mishandling of these orders. This has nothing to do with tracking numbers, this is a fouled up joke and you can't brush it off with some lame canned response. Get real.

brandonnyc

that is a bogus reply from verizon.

my girl friend and few friends that ordered hours after my order recieved there.

now it shows on forums that it not even going to ship out on the 23rd now it say 27th. thats 4 th lie now.

i think this is happening to people who is upgrading. not to many complaint from new customers thats comming from at&t

crb79

brandonnyc wrote:
that is a bogus reply from verizon.
my girl friend and few friends that ordered hours after my order recieved there.
now it shows on forums that it not even going to ship out on the 23rd now it say 27th. thats 4 th lie now.
i think this is happening to people who is upgrading. not to many complaint from new customers thats comming from at&t

Lie: a false statement made with deliberate intent to deceive; an intentional untruth; a falsehood.

It sucks... I spent several hours the 15th on the phone with VZW. I placed my order at 12:01am EST. Everything was Golden, or so I thought. I called first thing in the morning around 9am EST to follow up. The CSR told me everything was good, my order was showing as "processing" and should ship on time. Well several phone calls and hours later a CSR named Crystal discovered that my order was "stuck" She reprocessed the order and promised to try and still get my order sent out.

Around 9pm EST I got a tracking number and my item delivered next day.

Now, I don't believe anyone at VZW lied to you. They went by the information that was available to you. When you place an order, the guy/gal you talked to doesn't get off the phone with you, walk down to the warehouse, pull your order and pack it for you. It goes through their system. And as with all systems, they eventually fail.

Sure it sucks... But ranting on a website isn't going to help your cause any, it just shows your character. We want what we want, and we want it now.... Well unfortunately people forget Murphy's Law. Pick up the phone, Monday or Tuesday and call Customer service back and see if they are willing to offer you any compensation for your troubles. Some people have reported a $100 credit to their account, others have been offered no additional cost accessories.

I've been using a phone that is flat out broken for over a month now, I ordered my Droid Incredible only to find out that it got back-ordered as your phone did, delivery date kept getting bumped further out each time I called. I waited a lovely 4 1/2 weeks, and finally switched my order to the Droid X. When I was convinced that I was going to get stuck on the wait list again it annoyed me. But then again... What is something's true worth if it's not worth waiting for. And it made for quite the surprise to find out it did indeed ship.

shehippie

My upgrade wasnt due untill Jan. 2011. I placed my order online on the 15th at 8:30ish. Got my confirm email about 45 mins later and then got my confirm with my tracking # by 10am on the 15th. I got my phone yesterday at 10:30am. So no I do not believe vzw is catering more to the AT&T people.

I will tell you the phone is worth the wait ! Can you call around to any of the vzw stores? I know as of last night one of the stores near me still had some in stock. Maybe yours do too?? Good luck.

bull24dg

They aren't telling everyone the REAL reason for the screw up over the phone when talking to CSR's... I managed to talk to the NE regional sales Manager last night...was infromed by them that the real reason for the mess up is this:

Verizon ALLOWED all the customers that had orders already placed for the INCREDIBLE yet had not received due to back order status on those.. those customers WERE ALLOWED & GIVEN first out on the DROID X if they wanted to change their orders.

Of course just about everyone of those took the opportunity & that's where MOST of the DORID X allotment went to... so those of us who waited for the X ( instead of the incredible ) & waited up ALL NIGHT to get in orders as soon as available. got screwed over by VZW since they KNEW that all those orders for incredibles got changed over...

Rescue814

It was known that waiting Incredible orders had priority status.

Read here

Butthead

Hmm. There is some really bad info floating in this post. Verizon never officially announced that they would cancel Incredible orders and allow the choice between the Incredible and X. If anyone can point me to an official press release, then please do. The idea of cancelling orders for 1 phone to switch to another was something they were informally allowing customers to do. Of course it gets reported on a few tech blogs and everyone thinks it was an official, publicly announced policy. It wasn't.

In order to cancel an Incredible order, you would have to call in to do it. No orders are automatically switched over.

As far as the ordering goes, a similar situation happened to me. A colleague ordered two Droid Xs at 4 am eastern time. I ordered mine at 7 am. I got an email confirmation and tracking number. He is still waitiing. His order is still being "processed." Really, this sounds like a glitch in the ordering system, nothing more, nothing less. It's frustrating, I would be angry too. Getting incorrect information adds insult to injury. If the fed ex tracking info is not available in the account remarks, THE DEVICE HAS NOT SHIPPED! You should never have been told it was. It is sad that incorrect information gets put out there. But it does happen and is quite frustrating at times. But it happens with all companies. It shouldn't, but it does happen.

Also, nobody should be paying for overnight shipping on a web order. It is free :smileywink:

j_o_e_

Anyone take a look at their equipment receipt on their account? I did and noticed that the time ordered was 6:40PM, about 10 minutes into my call with VZW asking where my tracking info was. Looks like they placed the order while I was on the phone with them rather than at 2:45AM when I did it online. Then there is the mysterious 10% price difference of the phone from my order confirmation email and the actual equipment receipt. Looks like she applied a 10% discount to the phone as a nice gesture.

j_o_e_

sHaY_j wrote:
We do apologize for the frustrations you have about the shipping date/ tracking number. The tracking number only becomes available for tracking once FEDEX has picked up the package from our distribution centers. At this point FEDEX is in possession of the package, and all of their systems will be updated to reflect the anticipated delivery times, and the most up to date information. Please do not cancel an order because you are unable to track the order. Once a tracking number is assigned to your shipment, we will email you the tracking information. We appreciate your patience and understanding. HTH

The winking smiley really isn't called for.

Marc19

I ordered my Droid X 7/15 @ 2:38 am. As of this post, I have no tracking number. The only information I have is what I was told by the online ordering Department.

1. Called Thursday 7/15 before noon. Yes, your order will be shipped today. I was concerned because the woman on the line could barely pronounce Verizon Wireless

2. I called again 7/15 at 5:00 pm. I was told my order missed todays cutoff and it would definitely ship Friday 7/16.

3. I called early Friday 7/16 and was told my order would ship by the end of the day.

4. I called friday afternoon and was told my order will ship by 7/23.

5. I called today 7/17 and told my order will be here by 7/21

Frankly, I will believe it when I see it.

I just came over from AT&T using an iPhone 3GS. If I don't get my phone by the 21st I am going back to AT&T with an iPhone 4. An excellent network like Verizon's is pretty much worthless without a phone.

One thing is for certain, If Verizon ever does get the iPhone. I will bet the launch will be worse than AT&T ever experienced!!!!

Marc19

One other thing. I am never using their online ordering again. I will purchase from a store directly.

(provided I stay with Verizon)

Marc19

Also, 7/14 I told a friend how excellent Verizon's customer service was. Apparently, I jinxed myself.

Actually, It is their Online Ordering department that needs work. Their main customer service is outstanding.

It would be a shame if they lost a customer because of their online ordering department.

bull24dg

#1. To all these "wireless Employees" on this board...You can QUIT giving the excuse that this is all Fed-Ex fault, we all know that is NOT the case. Fed Ex can & will only provide tracking info once phone hasbeen picked up & in their system.. YES...However.. Verizon NEVER shipped or even started the shipping process on almost ALL online orders placed in the early AM of the 15th. So to blame Fed Ex is a crock !!

#2. Verizons internet sales dept is an absolute JOKE !!.. Worst I have ever dealt with in all my years...Absolutely NO customer service worth 2 cents.. on evening of 15th they were actually running a pre-recorded message when attempting to call that "Office is closed due to holiday".. since when did July 15th become a holiday ??? Once again..Internet sales idiotic move...

#3. I'll give kudos to the regular CSR's that I spoke to over 45 hours of trying to figure out what happened to my order, but then again..most of what I received was excuses, lies, runaround, avoidance of issue...

#4. The reason most of us now have to WAIT for our orders is due to INERNET SALES Dept's screw ups...

So you can QUIT trying to blame Fed Ex for all this mess...

LongTerm1

wow! I had the same experience. i have been very aggravaited with the service I have been receiving througout this process. I have been a customer for over 20 YRS and have never had the issues I am having with the service now. You are supposed to get better results over time not worse. I have been greatly dissapointed. I must say if I dont recieve my phone VERY SOON I wil be looking for a new carrier for me as well as my family.

copyguy

7/15 ordered @ 10:24 PM
7/19 called customer service to verify that order was ok, was told will ship on 7/23
7/21 email sent to internetorders@verizonwireless.com asking about order status
7/21 called customer service to verify that order was ok, was told will ship on 7/23
7/22 called customer service to verify that order was ok, was told that order processed on 7/20 and won't ship til 8/3
7/23 @ 8:00 AM called internet sales directly @ 1-800-711-7773, was told "our computers couldn't keep up"
7/23 @ 8:18 AM finally received email response from internetsales@verizonwireless.com saying that order processed on 7/20, won't ship til 8/3
7/23 @ 10:00 AM called internet sales again and as soon as I gave order number was told that I had just called in, should stop calling, and should consider trying to use another vendor such as wirefly or amazon
7/23 backup order placed with WireFly.com, they are on backorder as well.
7/23 @ 12:00 PM order status has finally updated to

"Order Status: Your order has been processed and will be shipped based on inventory availability and shipping method. You will receive shipment notification and tracking details via email."

from

" Your order is currently being processed. Please check back tomorrow."

based on the timing that my order FINALLY updated on the order status page I'm betting that my order fell through the cracks someplace and no one really cared to go looking for it. It is WAY too much of a coincidence that I received my email response and the order status updated right after I called in to the department that actually took the order. Luckily a CSR gave me their direct number as it is NOT listed on verizonwireless.com... check the Droid Incredible forums though...it's listed there.

Lodmot

I can't believe how silly everyone is being here.....

Everyone seems to be getting **bleep** at Verizon's online store and complaining about it, wondering where their Droid Xs' are, but you all are forgetting one thing: the success of this phone.

Think about all the people that ordered this one phone. There are probably over 10 million people out there that want a Droid X. Verizon has to organize and plan all their shipments to those people. Try sending a wedding invitation to 16 million people. And on top of that, the demand for this phone is so high, it is literally impossible to find, just like the Incredible.

You can't seriously expect a phone with such a high demand to ship to you overnight. I've ordered my Droid X last night, and I'm not expecting my phone to arrive to my house for at LEAST 3 weeks.

My suggestion is this: expect the phone to come later than sooner, and the phone will arrive sooner than later, if that makes any sense. I'm expecting mine a month from now, but if it comes in 2 weeks from now, I'll be pleasantly surprised.

I understand how great the phone is, and the anticipation it created (that's why I bought one myself), but I think if we take our minds off of it, it will come that much faster.

jmarrale

This is not true if a manager/sup has to order than u don't get a tracking number emailed to you just a knock at the door and a package. Without notice i think the lies we are told are ridiculous and not a way to treat there customers. And also there is no such think as customer loyalty the reps do not care...

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