Asurion and Pro-on-the-go failure

[PixieDog]

This is messy, so I will be short and concise.

Thursday, July 18th - phone got a swollen battery (Pixel 6). Ordered a new phone, through the MyVerizon app, as a line upgrade. (Samsung s24 Ultra). No option for pick-up, only Pro-on-the-go for the following day (the 19th) by 8pm.

Friday, July 19th

• voicemail received at 7:37pm to the wrong number (number appears no where on the account), "... I just picked up your device from Verizon and am about 25 minutes away from your home", from 'Thomas from Asurion'.
• 45 minutes later, received an email from Verizon, "Sorry We Missed You. We were unable to deliver your package. If you’d like to place a new order, please use the link below. It will allow you to schedule delivery on a day that is more convenient. Any delivery fees associated with this order will be credited to your account. We apologize for the inconvenience."
• We were home the entire day waiting for the phone, no knocks, no doorbell, no notification of arrival. MyVerizon app shows no update, only says "Ordered". No option to reorder, still on the bill, still being charged, still have an order number.
• Called Verizon, no answer. Contacted Verizon via the Sales chat service (shout out to Mike), Connected to a IT Agent. Told to call Asurion, as they have the phone.
• Called Asurion, by the end of the 2 and a half hour call -  'it will be delivered tomorrow by 8pm, we have also made a note on the proper phone number, I will make sure to contact the Courier, and ensure you will get it'.

Saturday, July 20th

• Woke up early, and stayed at home with our guests, waiting for the phone. Constantly checking the MyVerizon app, email, text messages, and answered all calls in case it was the Asurion Agent.
• 1:46pm - email received from Verizon"Your order is canceled."
• MyVerizon app still shows as "Ordered", in progress, still being billed.
• Called Asurion, was transferred many times. Eventually told to call Verizon as "it's on their end".
• Verizon - successfully canceled the order. Walked us through re-ordering. Once again, no option for pick-up, only Pro-on-the-go.
• Considering previous failures, called around to local stores for who had it in stock. Called Verizon back, to see if they could cancel the order so we could buy it in store. He said they could Customer Service and cancel it through them, or the manager could do it themself.
• Drove to local store. Told them what was happening. 'Oh yeah, they just dropped off you phone earlier'. brought us to a table, and started the process of cancelling the old order. After a while, they passed us a phone with Customer Service. 'Since the phone on the truck is tied to your phone number, you cannot buy a new phone on that line. Asked when it would be delivered, as surgery is the following week and doctors will be calling, and they said today, the 22nd, by 8pm.
• MyVerizon updated - "Shipped" - got a tracking number for UPS.

Today, Monday, July 22nd

• 9am, checked UPS with the tracking number - Label Created -  waiting for the package
• 2:05PM, UPS 'We have your package, we will update your delivery date and time as soon as possible.'
• 3pm, UPS, "Estimated delivery, Wednesday, July 24 between 1:15 P.M. - 4:15 P.M."

By that time I will have been 7 days without a phone. We have been customers for 19 years, and have NEVER had problems like this. It has always been fast, easy, and great customer service. We are never ordering online ever again, and never using Asurion.