I made a decision to accept a Verizon offer to upgrade my iPhone with a 3 year price lock. I completed this on-line as I have done several time before. I was offered an in store pick up or shipping. I can wait a couple of days so I select shipping. The device was set to arrive in 2 days and I was given a delivery window. The day of delivery, I received a text message 11 minutes before the earliest arrival rescheduling my delivery. This is when I realized the delivery was Pro on the Go. That meant a someone who come and set my phone up for me. I don't really need this so I initiated a chat support with Verizon in an attempt to just have the phone shipped to me or allow me to pick it up in a store. After 3 hours of chat and 3 disconnections I stopped, figured I would just wait on the delivery. Same issue, 11 minutes before arrival delivery was rescheduled. This process continued 4 times. I contacted support and spoke to a person after the second cancel, I was told she could not do much as Pro on the Go is a contracted service. She attempted to cancel the order to allow me to then re-order and pick up in store. I said great, was told there would be follow up, there was none. After the 3rd rescheduled I called support again, same response however this person did seem to get further. She called me back after the 4th rescheduled Pro on Go (side not that pro on the go left me a message asking me to cancel at this point) and after a lengthy discussion she told me that she did in fact cancel my order for Pro on the Go, but she could not get me the phone I had previously ordered unless added a new line to my account. WHAT, No. I asked to speak with someone for service recovery on this and the line went dead. No further responses
I have been a Verizon customer for just over 28 years and never experienced this. I'm not looking into other carriers. I have always known Verizon cost is a bit higher than others, however their service kept me. Seems that is an area they have let slide.
