I have been a customer of Verizon almost since their conception in the late 90's when GTE merged with Bell Atlantic and I am ready to jump off the Verizon ship. Done! Last Monday I ordered a new iPhone 15 Pro, trading in my 13. At the end of the order, it was defaulting and pushing me to use the new promotion/program Pro on the Go. Someone from Assurion comes to your home with your new phone and sets it up. Ok, I don't need that but hey...let's go pro. So delivery was supposed to happen Tuesday between 1-3 pm. At 1:30 I get a call from the guy who is driving over from Chicago with another guy to set up my phone. And only my phone. Seriously, a 4-hour-plus round trip for 2 guys to set up a phone. What a waste of time, money, gas, and a drag on the climate. This is insane! I canceled and told them to turn around, thankfully they weren't out of the city yet. About 2 hours later I got an email saying the order was canceled and nothing was charged to my account, but it was. So now I get on the phone with Verizon CS. I was on the phone for almost an hour with 3 different people. The first guy had no clue what I was referring to about Pro on the Go and put me on hold while he read up on it. Way to go, Verizon on a smooth rollout of a new program. The kicker was he didn't see it had been canceled and wasn't seeing that email of cancellation either. So now I am thinking I am getting ripped off, not from Verizon, but from someone else. But it is all legit which doesn't make it any better for Verizon. The second guy I got transferred to had ZERO compassion or empathy so I escalated the call to a supervisor, and he told me he was it, the end of the line. No, it isn't, sir, pass me on to your supervisor. So now I am talking with a woman who handled the call much better. BUT, I was astounded to hear from her that this is a 3rd party program and they don't have much to do with it. You do now I told her, with a laugh. Seriously, Verizon, if you are choosing third parties to have promotions with, you own it and it has everything to do with you. What a terribly flawed program and launch. Finally, my money was credited back to my account and I am now looking at T Mobile to switch my phone, Ipad & watch over. Bye, Verizon. Done! Over! Kaput!
I am having the same issue. In my case the pro on the go person never showed up on the time frame they said they were going to be here between 5-7pm. No number to call or reach out to. Try tracking it on the website and on Verizon's website it says "pending shipping" and will update when it ships. Around 9:41pm I get a text that someone from Asurion would be at my house and then a few seconds later it says they couldn't make contact and is returning the phone back to Verizon with a link of "track your driver." The link shows that it was successfully delivered. I checked my security cameras and it never shows anyone showing up or attempting to knock on the door. I called CS in the morning and they had no clue on the program as well and said that the phone hasn't shipped yet and should be here in a few days.... Really am disappointed in Verizon, should of just ordered to my house instead of clicking on this pro program.
We are truly sorry to see you in this situation The last thing we want is for you to have a negative impression of Verizon. We take pride in providing world-class experiences.
For more Pro-On-The-Go info, check out our FAQs: https://www.verizon.com/support/same-day-delivery-and-setup-faqs/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
im having the same issue. I initiated a trade in through the verizon app and selected the ship the phone option. It defaulted back to the "pro on the go" option which i DO NOT WANT. i am now getting text messages that they will be coming to my home this eve - i will not be there. I spent 20 minutes on the phone with Verizon and they are cluelesss they transferred me to Ausurion promising to connect me to a live agent. Of course i was transferred to an automated system that told me there was no record of my phone being covered by Asurion and hung up on me. how can i cancel my order and switch to another carrier?
We're sorry to read about the issue with the order and we're here to help. Were you sending in your device for a promotional credit? ~Peter
Iโm having the same issue! iPhone was supposed to be delivered on yesterday 7p-9p nobody showed up not even a text message! I canโt any information from Verizon..I feel like I been ripped out of a phone! It forced me with pro on the go know other shipping was an options for me! PRO ON THE GO IS NOT THE WAY TO GO!!! NEVER AGAINโฆ
We are sorry to learn you did not get your phone. This is not the experience we want you to have. I am sending over a Private Message so we can help.
-Kristen
I am in a similar situation and am incredibly disappointed with this service. I placed my order online and it defaulted to this delivery service. I apparently missed my window after receiving no confirmation that someone was on the way, no calls/texts stating they were here, and received an email shortly after that my order was canceled. No one at Verizon or Asurion seem to know what the Pro On The Go service is or can tell me where my order is now, though they keep assuring me it was not canceled. I have gone to the store and spent hours on the phone being sent in circles and told "it should ship soon." The lack of knowledge of this program by reps on all sides is alarming.
We are sorry to read that you had this negative experience with your upgrade, as we want to make sure that you always have a smooth experience when getting a new device. Have you received any updates for your order? Do you still need assistance?
~Freddy
I am having this same issue. No one can tell me where my phone is! And forget about finding a phone number to either Asurion or Verizon.
@WWT27 wrote: I am having this same issue. No one can tell me where my phone is! And forget about finding a phone number to either Asurion or Verizon.
We are concerned to learn about your experience and we will be glad to investigate further. Can you share some additional details with us about your current experience so that we can assist?
-Andi
Agreed! Same issue here!
We are truly sorry to see you in this situation The last thing we want is for you to have a negative impression of Verizon. We take pride in providing world-class experiences.
For more Pro-On-The-Go info, check out our FAQs: https://www.verizon.com/support/same-day-delivery-and-setup-faqs/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
The Pro to Go experience has been a disaster with me making numerous calls to several Verizon and Asurion folks who seemingly canโt help or connect me with someone who can help. No show on the delivery and no idea where the phone is. No ability to cancel the order. What a mess
Hey there, ktownsend20, sorry to hear you're running into an issue with your delivery! To make sure we're on the same page, are you experiencing the same problem as far as a missed delivery? When was your order placed? Can you let us know what notifications you've received in reference to your order?
-Lauren
Hi Freddy - No, this is still not resolved. We have spent hours on the phone with both Verizon and Asurion, multiple tickets have been submitted, and we are no closer to a resolution after a week and a half.
Thanks for getting back with us. I reviewed the privious post and see there is a question about "Pro on the Go". Verizon has partnered with Asurion to provide a delivery and setup experience for customers purchasing Verizon goods and services. Pro On the Go Orders may be placed today and delivered as early as today, tomorrow or the following day.
Here are the FAQs for you: https://www.verizon.com/support/same-day-delivery-and-setup-faqs/
-Deb
This is still awful. I didnโt choose this form of delivery. Verizon CS seemed to have no idea what was going on when I called. I reached Asurion and after 45 minutes (which was half sales pitch for other products!) I was assured my phone would be delivered during the rescheduled evening window. It was not. No additional info. Long time customer. This is not acceptable.
Hello, Hvinct. My apologies to hear of your experience. Help is here. Pro on the Go is a great option when needed assistnace to set up your new device. It's available for new devices purchased on Verizon.com, in select locations, subject to purchase time, device availability, customer location and expert availability. I see it has been a few days since you posted this. Were you able to get your device set up?
-Natasha
Having same issue. Ordered new smartwatch 2 days ago and picked my delivery/set up time. All confirmed until 2 hours before when โsurpriseโ I get a text that itโs been rescheduled. Iโve been in the phone in the โloop of deathโ for nearly 4 hours. Iโve talked to Verizon and Asurion multiple times. Verizon puts me on hold and the next person that picks up is from Asurion. On and on it goes.
I'm sorry you were having difficulties getting a device mrskacampbell. Was this an upgrade or a insurance claim? -Joe
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