Yesterday I ordered a new phone for in-store pickup.
Today I called the store and they said my order was ready and the new phone was physically at the store. So I went to the store, handed the rep my ID, and he went to the back to get the phone, which he then placed on the counter.
While trying to check me out, he said there was an issue with the order and he couldn't release the phone to me.
They suggested I call Verizon support. So I did, and had a 30 minute back and forth with the support rep, an "internet order specialist", and the in-store reps hovering about in the background. They couldn't figure it out and suggested I go home and cancel the order.
I asked the in-store rep, "has this happened before?" He said yes it does happen, so it begs a few questions...
Has someone reported this issue internally to the party responsible for fixing it?
If not, why not?
Does Verizon train its people to show a little agency and to report such issues that waste employee and customer time?
If there is an internal support ticket, what is the status of it?
Regardless, your stores should be required to release the product to the customer in these situations. It's been ordered and paid for. Your inventory issues are not my concern, and I don't appreciate my time being wasted when it could easily have been avoided.
Anyone care to make it right? Here's how:
1 - Reach out to me
2 - Overnight the phone I ordered to my home address
3 - Answer my questions about the status of a fix for the underlying issue
4 - Provide a discount for the time I wasted
5 - Suspend in-store pickups until you fix these problems
My guess is you'll go 0 for 5.
Not that anyone cares, but this has got me seriously considering taking my business (and my wife's) to a competitor. Just an awful experience which could've been avoided with just a little effort.
Thanks for reading
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