I received the wrong item when I upgraded my phone
Christymack13
Enthusiast - Level 2

On December 5th, I upgraded my phone (moto Z4) online to the Moto G Stylus 5g in Steel Blue, and when it gave me my shipping options, there was the option for same day delivery. I live in a rural area and desperately need a new phone for work, so of course I chose this because of the quickness. Well the next day, I received a call from Asurion, saying they would be here within the hour with my device. (yes, I know that the insurance, but apparently since I chose same day shipping, they were delivering my device and would also help set it up, but I told them I didn't need help, I just needed same-day shipping, and he told me that it's okay, that happens all the time.) Well, package was delivered & when I opened it, I saw the receipt paperwork and everything looked correct- correct device was listed, pricing and everything... So I grabbed the box out of the padded envelope and instead of my new Moto G Stylus 5g, I received a box of Airpods 3rd Generation!!! 😡 I immediately called the delivery driver back to inform him, but of course it went back to an automated message with no option to speak to somebody, same with text, it just sent me a Verizon contact link. Well, I called NUMEROUS times & chatted to so many different reps.. and all they told me was that they HAD to complete an investigation, which would take 7-10 business days, and then my CORRECT device would be shipped... Well when I try to check the status of the ticket, all anybody can tell me is that the investigation is in process and it will take 7-10 business days and I'll get an email/text about the results of the ticket. This is so frustrating, and completely unacceptable. I am a loyal Verizon client. I need this new device ASAP, hence the selection for same day shipping!! Now I have to wait (hopefully) just 7-10 DAYS for a stupid email, to hopefully have my phone shipped out!! UNACCEPTABLE. They should overnight me the correct device THAT I PAID FOR, with a return label for the airpods, while they're doing their "investigation"!!! I need this device now for my job!! As a self employed woman, I rely on a WORKING efficient device to manage my schedule & receive payments & transactions with my clients. I thought Verizon cared about their customers, but this complete lack of care for my time, money, and business is a slap in the face. I'm starting to feel I made a horrid choice in choosing Verizon. 

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Re: I received the wrong item when I upgraded my phone
Christymack13
Enthusiast - Level 2

Below is photos of the receipt included in my order along with the airpods that I received instead of my phone... I still haven't heard anything about the status of my ticket or when I'm supposed to be receiving the correct device. This entire thing from the error, to the customer service I have received & the investigation has been a HUGE inconvenience.. not just for me, but for my business that heavily relies on having a high speed, functioning cell phone  😡😭

 

 

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Christymack13
Enthusiast - Level 2
 
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vzw_customer_support
Customer Service Rep

Oh, dear, Christy! This is something we never want anyone to go through! Please, send us a Private Note, so we can open your account, and get to the bottom of what’s going on with your ticket, right away! We're here for you!

 

*Chance

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