Another Upgrading Story

[KarlYak]

Another story of how much of a nightmare it is to upgrade phones.

I initially ordered 4 new phones for our 4 lines in our family.  All upgrading existing lines.  We only had (1) iPhone 17 on there, and all colors were showing on backorder with various different ship dates.  We chose the one that was showing the fastest estimated ship date of 10/10 as the latest.  After 10/10 passed, I gave it a few days then inquired about  the order since nothing had been updated on the order.  The automated response said we'd get an update by 10/14.

Today on 10/15, since I hadn't received any update, I contacted again.  I got a response quickly!  The agent seem like they were actually trying to help!  What they told me was that the order was "incomplete", whatever that means since I received a confirmation and it was in the systems, and that's why nothing had happened with the order.  So basically that means the order was just being ignored of reasons nobody knows.  I was being told that they were recreating the order so it could get processed.

After over an hour of messages with me basically confirming everything single thing about the order and my account, I get transferred to  another agent.  And the questions/process starts from the beginning.  It's very frustrating after 1.5 hours discussing the problem with someone to get a new person now asking "Are you contacting us regarding your phone that you ordered that was meant to ship on 10/10".  They even say "I can read the past conversation that you had with the previous agent so you won't be needing to repeat yourself and continue where you left"  Which they obviously didn't do because they started asking the same questions I had answered an hour ago.  They look up the order and tell me that the order was delayed due to the iPhone being on backorder and it will ship when it is off back order. 

So at this point I know this new agent didn't actually ready the previous conversation.  Any question I asked about what the previous agent was telling me was just completely ignored. I asked if they could transfer me back to the previous agent that actually seem like they were trying to help, but was told that wasn't possible. So I asked if they info they other agent was telling me about recreating the order was true.  And they answered "Let me check on that."  What the heck? Why wouldn't that be the first thing you check on if you already read what was in the chat with the previous agent?  So I asked to have this escalated to someone who could actually help me.

Another 40 min. later, after a few "I appreciate your patience" and "Apologies for your frustration" I seemingly get transferred to another agent.  Again they ask if I have an inquiry about my order.  Yes, just like three hours ago.  After more questions and answers they say "Beg my pardon checked and you already made the order today"  put a link to the order that still shows estimated shipping of 10/10, the order that the first agent told me was incomplete and couldn't be processed and they had to redo, then they said "So there is no need to place it again, its ready!!"  Then got a the "We've completed your support request" message. SO I said "No!" and explained that's the same order that hasn't shipped.  And I got transferred to a new agent.

This one asks again if it's about the order that hasn't shipped. Yes, for the fourth time.  Now this agent tells me that my order is currently being processed and will ship in 3-5 business days. And I'm supposed to 'rest assured that you will get your device."  So after 4 hours trying to get this figured out all I got was a "Trust me bro" that they'll ship in 3-5 business days. That's it. Nothing is updated online.  All I can see is the original order that supposedly is incomplete and can't be processed as it is.  I asked if I would get any documentation and was just told "Good question. The documented will be visible to the next available agent or with the store representatives," which just sounds like more "trust me, bro."

Obviously there was no backorder issue if it's going to ship in 3-5 days.  Agent #2 just didn't seem to actually want to look up anything or read that the previous agent had told me or they would have seen that that wasn't what the other agent said the issue was. Worst experience I've ever had ordering anything online.  Not sure if I should just immediately return the phones when I get them, if I get them at all, and look at another carrier or what.  I hadn't had any issue before, but I don't know if I want to hang around and have to go through the same run-around if another problem arises.

[vzw_customer_support]

Hey there, we absolutely want to make sure that we've provided clarity and set the proper expectations so that you feel confident with your order. We'd love to add another pair of eyes to this situation. I'll be sending you a private message shortly to collect a few more details from you. 

-Necia

[KarlYak]

Update: After being contacted by the social media team, I was told that the actual problem was that the iPhone 17 was on back order until 10/31.  When asked why I was told other answers, the answer was "I don't know". 

Since the chat with the social media team was still active, I asked if it was still going to come off backorder today, 10/31, and was told "Great question. I hope it does."  LOL.  When I asked for a real answer I was told it was 

So I tried the other chat again where they had told me on the 10/15 that the order would ship out in 3-5 business days and " "That's a guarantee." I was then told that it was now scheduled to come off back order on 11/5 and would ship out then. 

What's curious, is if I go to the Verizon website an select the exact same phone like I'm starting a new account,  it says it would be here on Tues with 2-day shipping.