Site Totals

61162 Questions Answered 267 Categories

No updates on delayed Pixel 6 Pro pre-order

I placed a pre-order for a Pixel 6 Pro on October 27. The order has stated it should ship on Oct 28 and arrive on Nov 5 (now passed) since the beginning. I've never gotten any updates on the Verizon website or app. No updates via email after the initial order confirmation email. I've called Verizon a few times and some say it now should have shipped on Friday Nov 5 and will arrive on Tue Nov 9. But no tracking number issued and no one can see any updates on where my phone is in the system. This gives me no confidence I'll ever get a phone from this pre-order. Please help.

Comments

My order (2 pro's, 1 Black, 1 White, both 256gb +2 cases) was ordered 10/19, confirmation says ship 10/20 with expected delivery 10/28 & as you can see it's now 11/8. Still not here! Nothing from Verizon since confirmation on a $2300 order! Ought to change to name to "Keep Customer in the Dark Service"

Must be Pre-ordering doesn't mean anything. They already see your $'s as in the coffers

Verizon_Support

We know it's important to get the status of your order, vrzonuser. We are here to help. Please send us a Private Note. *Rebecca

Verizon_Support

We are dedicated to getting the awesome new phones in your hands as soon as possible! I apologize you have not received additional notifications regarding the status. Please send a Private Note and we can investigate further. -Yale

I'm in the same boat. Ordered on Oct. 23. Expected delivery was supposed to be yesterday. Hasn't even shipped. How does someone send a private message (as suggested above)?

Same issue here @vzw_customer_support

Ordered on 10/20, finally said shipping on 11/9, but no update. No way to contact anyone. Very frustrating.

Ordered my Pro 512G on October 21, was given a received by 11/9 date. Came and went without any phone. Checked this morning, and my estimated ship by date is now 12/23. Not sure how they could "sell" me a phone and miss this date and push it out so far.

In the same boat. I preordered 2 phones on 10/20 with ship date of 10/28, and on 10/28 I got an email saying the new shipment date is 11/9. On 11/9 I got no update so I chatted with a Verizon rep who said, yeah don't worry he sees my order is being handed over to the courier today and I should get a tracking number shortly. One day later, no info. Chatted again on 11/10 with another rep who said he sees no update on my order and will open a ticket to find the status. But as of now, I still have no idea on the status of my order.

It would be nice to get updates without having to reach out to customer support for an update. Keeping us updated with a status is the least Verizon should do if there are problems with the order.

WhereIsPhoneIOrdered

I'm having this problem too. Put in an order pretty early at 4:48 am EST on the 20th for a 512 pro in black.

I was told that it had a delivery date of the 28th and made the preorder assuming that was the case.

I spent a long time chatting with a representative on the chat who tried to tell me that it would be delivered by 8pm on the 11th, at 5pm on the 11th, when I still had received no shipping notification. When I asked for them to provide a tracking number they said they didn't have one. When I asked for more info they stopped responding to the chat for over 30 minutes, but left it open so it's not like they disconnected.

Then I called the phone number got put through to sales that picked up nearly right away. They told me there was none in stock and that they had no idea when any more might be arriving.

They then passed me to a customer service line, had to wait much longer on hold to get existing customer support instead of a sales person.

I talked to someone on the phone who brought in someone from another department and it sounded like they would be able to get me more information. Then our call got disconnected and at this point in time I haven't gotten a call back.

I tried to get back to the mobile customer support line but didn't know the direct number because I was transferred there by the sales department. I tried to navigate the phone tree (press 1 for ... 2 for ...) but wasn't able to figure out how to get back in touch with who I had been speaking to.

I've spent approximately 2 hours today trying to get an update on when I might receive the phone I ordered and was told would be delivered on October 28th. I know nothing more now than I did before and am super frustrated by this whole experience.

Why would Verizon oversell so many more phones than what they could reasonably anticipate getting in stock in the near future? I wouldn't have placed an order if I knew I would be waiting in limbo not knowing when I might get the phone, if ever.

I opened up a whole new post-paid phone line for this, just to be able to order the pixel 6 because at that point in time it wasn't available for prepaid customers.

Super disappointed by how they handled the roll-out of this new product.

So I'm not the only one who has been getting ***** around for the past three weeks (no matter whom I contact whether or be chat or on the phone).

I ordered on the 19th (75 minutes after the release announcement started) and I STILL haven't been given an answer as late as last night.

This is some serious bulls*.

Same here... Waiting on any ACCURATE information since getting the confirmation email stating ordered (2 Pixel 6 Pro's & 2 Cases), expected ship date 10/20 with delivery on 10/28... I'm limping along on a replacement CLNR which loses 40+ % charge in 2 hour and my wife's phone Echos so badly no one will answer her calls

Verizon_Support

Brewman, We can relate to how exciting a new phone can be. As someone who shops online, I feel like I forever stalk my tracking numbers when they become available. A pre order guarantees you a device as inventory allows it. All orders are processed as a first come first serve, based on your pre order number. The following link will help you keep track of the status of your order: https://www.verizonwireless.com/od/cust/orderStatusIndex#/

-Arya

Same exact problem here. Ordered Oct.20. Promised shipping date of Nov. 9, receive Nov. 10. No order status at all. Customer service assured I would receive Nov. 10. Of course no phone and no status updates. Called again switched to a different customer service. Was now told would receive December 10. Still no updates on app or website account. If you would put information on each individuals account status you would save yourselves 1,000's of phone calls. Please provide status updates. We all could have purchased other places and now you have our money and we can't. Also, I am seeing we are late in retuning the trade in phone (and value may change if we don't send in by return date). Ha. How can we return trade in phone before receiving new phone? Please help.

Verizon_Support

Congrats on ordering your new devices and phone cased! It's very important to be provided with accurate information about your equipment and accessory delivery dates. We've noted your reference to the expected ship date (10/20/21) and delivery date (10/28/21) and that you're currently using a Certified Like New Replacement device.

Let's take a closer look to check the status of your equipment and accessory delivery dates by visiting our Order Status website at http://spr.ly/6608JdNqr.

Verizon will keep you updated if there any delays in delivery, via email and text message. We hope this helps! -Robert C.

I placed a preorder on the 20th for a pro- black-512GB and had a ship date of 11/09/2021. That date came and went with no notification that it would ship or not ship. Contacted customer service chat (the absolute worst chat out of any company I have ever dealt with) they said my shipment had been pushed back to 12/23/2021 and offered me some horse excrement free Verizon cloud that I haven't and would never use. On 11/11/2021 my order status said that the delivery date would be updated soon, it still did not show the 12/23/2021 date that the customer service rep stated. I then looked further down on the order page and under the shipping date it stated 11/11/2021. I contacted the customer service chat back and stated what I was seeing and they basically just did not care and kept repeating the same thing over and over about the 12/23/2021 date and also put blame on Google. I then stopped by the Verizon store and showed all of the emails, and my online account where it stated under the order page and they basically said they didn't know anything about that and they could not help and I would have to call customer service. 3 things that I have gotten out of this experience is that Verizon has terrible customer service (all the way around), they are being deceitful as far as not being upfront and honest with customers about the shipping dates, and their hunger for profits and not caring if anyone knows is overwhelming.

Verizon_Support

Hi, bamapirate. We are humbled by your support with a preorder and I'm happy to help. The Pixel 6 is a great choice. Due to high demand, please note that we are not able to guarantee shipment dates as they are subject to change at any time. As ship dates for preorders are tentative, it is possible your estimate is shipped sooner. Please rest assured it is our priority to ensure that your order is shipped as soon as possible. -Lorenzo

Verizon_Support

Receiving your order when expected is crucial. We are here to help. Regarding the Order Status, this can be viewed using the link below.

https://www.verizonwireless.com/od/cust/orderStatusIndex#/

A private message has been sent to assist you further.

-Sean

I appreciate you making my point with the same generic answer that the online chat support and in-store gave instead of figuring out and answering my questions (did not ask any on this post but I did to the chat and store). It still says on my order status page in my account that the shipping date is 11/11/2021 and as we can see that day has come and went but nobody at Verizon wants to try and figure that out instead you were just instructed to give a generic answer that everybody else receives and no room or care to try and investigate issues and give real answers

I've used the order status link everyday for a week and everyday it states that it will ship that day. And, of course everyday it doesn't. I understand that there is a back order and quantities are limited, but lack of communication from Verizon is frustrating. Any REAL update would be appreciated.

I have had the same issue as everyone is describing. I ordered on the 19th (launch date) and was given an 11/9 delivery date. 11/9 came and went and absolutely no update from Verizon other than a "supposed" shipping date of 11/12 with no tracking info. or any way to confirm that my device has actually shipped. I agree with everyone else that Verizon did a very poor job with this launch. And to customer service, please don't provide me the "order status" link, we all know where to check the status of our orders, the problem is there is no actual status. Please fix the issue and stop trying to evade what we're asking of you for, an actual update.

Verizon_Support

F68, your patience is appreciated while we look into this matter for you. For security reasons, can you please confirm your name as it appears on your wireless account?

-Lasina

Matthew Bachmann

Yeah, thanks for that link. Not news, since I've been checking the order status since day one. About 8 days ago, Verizon again moved my estimated ship date, this time from 12/23 to 11/11. Of course you didn't ship the phone on 11/11 date, and here we are a week later with the same estimated and expired ship date. You guys really dropped the ball on this one.

I've ordered TWO of these blasted phones (and this is the LAST time I'll order through Verizon, because in the past, by buying Pixels from Google directly I had them in hours, not weeks.) I'm currently on the line with Verizon "support" and have asked TEN (count them!) times to speak to the supervisor of the woman on the phone. Why? Because my delivery date has moved from a couple days to December 23rd. You know, if I'd wanted to wait for OVER two months for the phones, I would have waited to order them for a couple months. Oh, the nice young lady now tells me that she won't put me through to her supervisor at all, but someone will call me back. I'll hold my breath on that one. After the nightmares I had to go through to order the phones (and get the advertised discounts), and now this, I can't recommend that ANYONE EVER order a phone through the website. And don't bother working with chat or trying to work with an order "specialist" over the phone either. Thank GOD I screen captured everything when I placed my order -- goodness knows how much they are going to try to charge me for my phones when this mess all gets sorted out. I would have been better off ordering from Google directly, even at a higher price, than to spend literal HOURs so far trying to get two phones. (on hold for 22 minutes the first time today, and then 35 more on the second call -- because I thought there MUST be something wrong with their system for it to have me on that awful digital muzak for over 20 minutes).

I really try to look at the good in things and not lose my patience for any reason, much less over small things in life, but this whole situation has tested me and found my patience lacking. Over three hours on the phone over the course of two days to order the dang things, then over two months to get them (or later if they change my date again) and then today's additional hour trying to get from level one to level two assistance -- and then being refused. ARRUUUGGHHH! Too much of my life spent trying to do business with Verizon.

Really disappointed with this whole situation - the lack of communication is completely unacceptable. Furthermore, their lack of communication will make me miss a very sweet google headphone promotion. Makes me want to cancel this order altogether unless there's ACTUAL customer service.

Verizon_Support

Good day, REM85. You are a valued customer and we want you to be informed of the status of your order. Our resources show that you can check the status of your order online at this link (https://www.verizon.com/od/cust/orderStatusIndex#/) at your convenience. Please check there for updates on your order status. -Antonio

hello my Pixel 6 pro didn't get a update either. I order it on Oct 25th and it should have delivered on the Nov 12. can i please get a update on my order too.

Verizon_Support

We are dedicated to getting the phone in your hands as soon as possible. I apologize for the delays. Please send us a Private Note and we can offer you more personalized support. -Yale

Verizon_Support

verhappyman, we are here for you and we would be happy to help! So we can begin, please send us a Private Note. *Jose

It is because Verizon doesn't care about us past our early payments for pre-orders. This will backfire huge on their business, just watch.

A lot of us took that bait. Watch the mass customer exodus start.

Unbelievable response from you, Verizon. A waiting list is what you described. We pre-ordered which is what you do prior to a release date. You can't even spin your own lie well.

Very well said F68. My experience exactly. Verizon will loose a huge market share over this one.

I pre-ordered mine on Oct. 22 and it is already 3 weeks late (Nov. 2), and the new estimated delivery date is 4 weeks from now (Dec 23). So, 7 weeks late with no guarantee that it won't be even later than that. I have noticed online though, that they are sure planning on charging me in December for the upgraded line and new phone that I don't have and won't have for at least a month.

Since I am seeing numerous people saying that their delivery date is Dec. 23, I am skeptical....

Has anyone received a worthwhile response as opposed to the form letter responses you get here or the "help" center that just shows your new estimated delivery date?

I ordered on October 21. The standard "ships in 2 days" promise. Then I called around Nov 3. Delivery is November 11. Nov 11 came and went. I called about November 14. The person said now Dec 27. Meanwhile, Verizon is advertising special deals for phones cannot be delivered. The thing that irritates the snot out of me is that I never received any information from them. I had to initiate my own inquiry. Meanwhile, I m seeing notices that I need to transfer my data, blah blah blah. By the way, you all know that the Pixel s are made in China.

Verizon_Support

As consumers ourselves, we know receiving notice that your order is delayed is frustrating to hear. We never want any of our customers to receive this. Please allow us the opportunity to look into this. Can you please send us a Private Message, so we can discuss? *Lisa

I have the same issue. Preordered my Pixel 6 Pro on October 21st. Said it was going to be delivered on the 11th of November. I finally got sort of an answer from customer service (A month later). They said it was supply chain issues and that my status had been updated to December 23rd for delivery of the new phone. I still have no new updates and when I look on the website it still has 11/11 as my ship date. The Rep was supposed to email the new information, but which seems typical with Verizon. I got no update! The rep said I may get an update before the 23rd saying it has shipped. As of now no status change.

This is very frustrating because there absolutely no communication from Verizon on this matter. Even in this thread I only see bot answers. Verizon is definitely taking its customers for granted.

The deliberate lying will cost them the customer base. If we had been told the truth right out of the gate, most of us would have made a different decision.

Right on the buds, I missed it too trusting Verizon. You'd think they give us those for being deceptive to all of us. Wait, that would mean they would have to CARE about us loyal customers.

Verizon_Support

We want to provide you with the help you need, we have sent you a private note to further assist you. ~Pam

Pam, no, you didn't. No message in my box. SMDH. I and all of the other members have no clue what a private note is, how to read it or how to send one.

To view your private messages, you can click on the envelop at the top right of this page.

Screen Shot 2021-11-28 at 5.10.41 PM.png

your next screen will show you the inbox - in order to access a specific private message, click on the subject line.

Screen Shot 2021-11-28 at 5.11.26 PM.png

Sunlake, no, all we are getting are the same bot responses, canned speeches when we call in. We all share these frustrations:

1. Tell us the truth at the time of order regarding delivery dates.
2. When you know at the time of our order that it will be months before it will be filled and delivered, don't immediately take our money or give us compensation for using our money for months.
3. Tell us the truth about the delays, don't just pass the buck to Google. We pay Verizon, not Google. Its Verizon's job to ensure available stock is committed to your customers. Preorders don't mean "wait 3 months". It means "at release date or before".
4. How about telling us the truth, that Google is fulfilling preorders made on its own site and that means we're going to get pushed back at least one more time past the new "January 7, 2022 shipping date.

5. You have frustrated and angered many, many of your customer base. What are you going to do to atone for that? A great gesture would be to give free buds to all those whose preorders were delayed.

This is the worst customer service debaucle I have ever seen. You have a lot of angry customers.

While I would be frustrated you missed the small print. Site says the dates are estimates. So either order from google directly or wait like iPhone users do

And based on reviews u r complaining about receiving a lackluster phone. That will be Vzw’s fault also right

BCOMP, I didn't miss anything.

I have the exact same issue. I PRE-ORDERED on October 20. No phone and no update whatsoever. What's the purpose of pre-ordering? And I'm being asked to ship in my trade in phone. What should I talk with in the interim? Wait for a phone that may not show up?

Givenchy, you get it and I am sorry you are in the same boat as so many of us whom Verizon does not appreciate as customers. After my second shipping delay of the current 4, I started to dig in for answers because I wanted to know how this could be happening on a preorder. It turns out that Verizon knew before they took our preorders they would not be given the stock from Google to fill them. Instead of telling us that, allowing us to explore other options during the global preorder window, they took our money, did not tell us the true story and still have not. I have contacted them repeatedly and asked some straightforward questions. What is the delay exactly; a chip shortage, physically not enough phones produced, shipping delay, or Google hoarding all their stock to fulfill their own backorders and divvy out what little they seem to have to entice you to sign up for Google Fi? Will we get delayed once again in January because Google will use all available stock to fill their own backorders first and we will get another Verizon "We are so sorry but we do not have the stock to fill your order at this time, but we will 'SOON', here is your next meaningless estimated shipping date".
As of today, I have not been given any answer or comment from Verizon other than "We know you wanted your phone on time and appreciate your patience while we don't fill your preorder. Thanks for your immediate payment, though."
All of us who preordered and did not get our orders filled have not been treated with any semblance of customer service from Verizon. If I would have known the truth at the time of order, I could have pivoted and already had my phone from Google direct. But, like so many of us, that opportunity was taken from us by Verizon by not telling us the whole, sincere truth at the time of our preorder that it would be 3 months at best before they would ship.
Yesterday, they had the audacity to reach out to me to purchase an extended protection plan on the phone they haven't delivered. That was quite abrasive to me in light of this situation and showed me they have no concern for us as customers. How do you think they would respond if we didn't pay our bills and said "My estimated payment date is blah blah, but this is an estimate only and subject to change."

I think we have a problem. I ordered my 6pro 256 cloudy white on Oct 20th because I wanted a new phone for my vacation December 10. Delivery date Nov 30th. A tech a few days ago told me that it looks like the phone was ready for delivery just no information yet. I see nothing on the MyVerizon web site about an update except for an estimated delivery date of Nov 30 and it has not shipped yet. Then you go down further on the page and there is a ship date of 1/14/2022. I ordered this the day after it came out so I would not have to wait to long. If I don't have my phone before my vacation I seriously might just cancel my order and look at another phone. I have been a Verizon customer for 11 years, I deserve better. Your system with Google is broken.

Verizon_Support

Thank you for your loyalty for all these years. We'll be happy to further assist you. We've sent you a private message to further assist you. ~Christian

Cudcon, welcome to the World of Verizon, where customer service does not exist and a preorder is a backorder, not disclosed as you place it, only after you are charged months before getting your preorder filled. What you wrote is almost my exact experience. Who didn't think to have this conversation:

Verizon: Hey, Google, we're one of the World's largest carriers. Before we start promising our valuable customers to fill their preorders, can you fill them?

Google: No. We're going to fill our own preorders first. Good luck with the fallout and don't ask us for help. We don't care about your customers, either.

Ordered my Pixel 6 Pro on 10/28. Was warned I wouldn't have it until 12/7. Thought no problem, I can wait a month, as long as I would have it on that day. Ordered a phone out of necessity, as my current one is failing considerably. But a month, no problem. It's 5 days away from said date, not a single update, and now I am seeing every single persons issue w/ this, I may not see this thing until spring. I need a phone yesterday. This isn't good enough.

Verizon_Support

As a consumer, I sincerely understand your concerns with the delayed delivery of your new phone, Givenchy. Please be assured that we make every effort to ship and deliver all orders as quickly as possible, but all orders are subject to inventory supplied by the manufacturer and your order will be shipped as soon as we have it in stock.

Please disregard any automated notifications to return your trade-in device as our trade-in team will process it when you send it after your order is delivered. Is this information helpful?

-Antonio

Same issue here. Ordered first thing on October 28th, with a stated ship date of October 28th. Here we are on December 2nd with absolutely ZERO updates as to the anticipated ship date. Looking at the Google Store right now if ordered through there they are saying you will receive your phone December 21 - 22. How can they estimate an arrival date 20 days away when Verizon leaves their customers in the dark for over 30 days? This will be the last order I place with Verizon. Will be going straight through Google next time.

I was in the exact same situation. I ordered on October 23, and on the delivery date of November 9 (they claimed it was the shipping date, not the delivery date), they pushed the date out to the end of December.

That evening I saw on Reddit that you could get it faster by ordering from Google, so I cancelled my Verizon order and ordered with Google, as they had given me a date of November 17. Since, they have pushed out the delivery date 5-6 times in 3-5 day increments ever since, and I am now looking at an estimated (but probably false) date of December 7-8. I'm sure on December 5 they'll push it out to December 11-12.

Did you ever get your phone from Verizon? Wondering if I should have just waited it out.

I did talk to someone yesterday and I was told that I will not get it till Jan 14 2022. That is and extra month and a half. I got this phone for my vacation in December. Decided to cancel my order and go to the dark side. My son work at ATT and he will be getting me the Iphone 13 max. Verizon and Google you just lost a 11 year customer from this.

Verizon_Support

We definitely don't want to lose you! I can definitely understand that you would like to use the new phone on your vacation. I assure you that if I was able to speed up the delivery of your phone, I absolutely would. -Jordan

Verizon_Support

We understand how important this is for you, and we want to see you with a good working device. Please tell us more about the problems you're having with your current device?
Shipping schedule:
Google Pixel 6 Pro Cloudy White 256 GB Ship by: 1/21/2022
Google Pixel 6 Pro Stormy Black 512 GB Ship by: 1/7/2022
Google Pixel 6 Pro Stormy Black 256 GB Ship by: 1/14/2022

-Evelyn

I am on the same boat. My case is exactly the same as yours. And so I have to keep on waiting, and hope that they will deliver when they say

And we're still here... I ordered mine on the 22 of October, I ordered the 128 in Sorta Sunny along with a case. The expected delivery date passed and I contacted customer service through the chat function on the website. All I was told was that the phone was on backorder as long as the order stated said: "processing". Well, it's been almost 2 months.

I get it if there's a delay on the phone, I'm not upset about that. What I am angry about is that there has been almost no communication about what's happening. If they have any information about the prospective ship dates, if there's any update on phone production, anything. It would just be nice if there was some communication.

Verizon_Support

We understand this can be very frustrating. Back orders are filled in the order they are received. They dates we provide our the days we anticipate having new inventory. In the event your order isn't being filled on 'x' date this is likely due to inventory diminishing before we complete all back orders. Rest assured you will receive your device as soon as we have it available! *Hannah

Totally with you on all of this, super disappointed with the customer service and complete lack of communication or any ability to actually help solve any of the problems with our order.

That's simply just not the case. Your website shows the phone we ordered for my wife is available, yet we're being told it can't ship to us because the other phone on the order isn't available even though I specifically asked when ordering that it would ship immediately upon availability and was told it would. Now we're being told our only option is to cancel the order and reorder everything which would then put my phone at the back of the supposed back order list and push it out even longer. I cannot emphasize how terrible the lack of communication has been and how infuriating it is that no one can offer any kind of reasonable solution to help us out. We had to go buy another used phone for the mean time in order to get my wife through until we actually receive her device, that we were told would ship 10/28. @vzw_customer_support

Alright, so I've waited a few days to post about my final experience getting this phone cause I was trying to digest everything that had happened. So I pre-ordered on the 22nd and everything was great. Then I went into the store on the 29th to find out why they were double charging me for my phone that I paid off when I placed the preorder. At some point on the 30th without my knowledge, the preorder was then auto-canceled. I found out about this a few days ago when I finally went into the store to try and get some answers since I wasn't having luck online. Turns out that since the order was auto-canceled I had never been charged for anything, so there was nothing to refund and I was never notified. They had the phone in-store, so I just ended up trading mine in and getting it immediately while I was there. It looks like I'm just going to lose the $80 of device credit that I used, but I got a better trade-in deal in person.

My advice to anyone who is still waiting on information or having any issues with their pre-order is to go to a store and talk to the reps in person. They can see a lot more about your account and can maybe figure out what's happening.

I had this same issue. Talked to a Support Rep via chat who said FedEx lost it, and Verizon refunded my account. I never got notice of this and was waiting into late December before I reached out to ask about it.

They refused to credit or discount another purchase and told me my only option was to repurchase at full price.

Verizon_Support

Ktd2022, we'll be glad to address any promotions issues regarding your first Google Pixel 6 Pre-order and want to ensure you get any discount that you originally qualified for. We've sent you a private note to further assist. Thank you. - Alan

Child Item