Refund on Online Order
RemyEsco
Enthusiast - Level 2

I ordered a new phone for an existing account on Feb. 10. On Feb. 14 at 11:52 and 11:53 am (that's how it's logged in the tracking info) UPS attempted delivery but I was not home to sign for the package. Approximately 7 hours later UPS logged a "service disruption." 7 minutes after this log entry an "origin scan" was logged for the package with a different tracking number to be returned to Verizon. Checking the original tracking number indicates the package is being returned to sender, so after contacting UPS, I contacted Verizon "customer service."

To summarize 3 hours of conversation with representatives from various departments, the policy in such an instance is for Verizon to issue a refund 7-10 business days after the package is returned by the shipper and Verizon has inspected the package. Keep in mind this is a package the buyer never received. Verizon cannot cancel the order and issue a refund immediately, or ship out a new phone once they are notified that it won't be delivered to the customer. The policy is simply that once they receive and inspect the package, they will process a refund after 7-10 business days. If you want the phone you ordered, your only recourse is to order and pay for the phone again in hopes that it will be successfully delivered. You have to pay for the phone twice, effectively, and hope that they pay you back for the first one.

This is all you will get from customer service. They are not going to fix the problem. The shipper is not going to fix the problem. Their job is to inform you that it is not their problem, and if you want it fixed then you will have to fix it. You will be given empty assurances about the timing of refunds and reliability of future shipments, despite evidence to the contrary staring you in the face.

I hope this saves someone some time.

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Re: Refund on Online Order
RemyEsco
Enthusiast - Level 2

To clarify, since this post was moved since I originally posted it - this regards a prepaid account. It's possible that Verizon treats their contract customers more preferentially, I don't know. The policy described above is what I was told regarding orders for prepaid phones. 

The truly sad part of all this is that the automation that results in this kind of binary structure - that doesn't allow any human decision-making, and only permits refunds or replacements if certain parameters in their system are met - is exactly the sort of automation that is going to result in the elimination of the "customer service" workers that Verizon currently pays to explain that they can't do anything. This forum itself is likely just a data gathering exercise for them in order to train that AI. What a time to be alive, amirite?

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Re: Refund on Online Order
RemyEsco
Enthusiast - Level 2

So to update this experience - UPS managed to return the original phone to Verizon according to the tracking, we will see if they can process a refund. I followed the advice of "customer service" and ordered another phone on Feb. 15, so at this point I have effectively paid Verizon twice for the same phone. I agree with you, dear reader, this may have been a very dumb move on my part. Verizon's system suggests that the package will arrive on the 17th, but be warned, DO NOT place any faith in Verizon's estimates - the same system still indicates that the original phone is in transit. UPS indicates that the phone will get here on the 20th, but the shipping progress hasn't updated in 2 days beyond a generic "in transit" log entry that the time changes on every few hours. One of those typical CYA moves by shippers to give the illusion that a package is  in transit when it's actually not.

Shipping on the second order indicated 2nd day air instead of 3 day select - which sounds great and all - but when the package isn't picked up on the day it's ordered and according to the tracking appears to still be sitting at the point of departure, it's not going to arrive until the following week since UPS only delivers on "business days." The shipping speed means nothing. You're going to get it when they feel like getting around to it.

In short, if you're a prepaid customer, your best bet is to just get a device at Walmart or something. Ordering from Verizon's website and trusting UPS to deliver your order is too much of a gamble unless you have plenty of free time to keep up with incompetence. 

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Re: Refund on Online Order
RemyEsco
Enthusiast - Level 2

To update again - UPS did manage to deliver the second phone I ordered, but to what I imagine is no one's surprise, Verizon still hasn't refunded my money for the original order. The phone was returned on Feb. 16th - I have a screenshot of the UPS tracking proving that much. Giving Verizon the benefit of the doubt we'll start counting business days on Feb. 20 - 4 days after tracking indicates Verizon got the phone back - and here we are on March 3, the 10th business day and I have not received a refund. 

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Re: Refund on Online Order
RemyEsco
Enthusiast - Level 2

Another update after almost an hour and a half with customer service - 6 different reps in 3 different departments apparently, because you don't call the "sales" service # about refunds on online orders if it's for a prepaid phone apparently? Who knows - Verizon's systems are all kinds of needlessly convoluted. Still no refund, and the call ended when "Will" in the prepaid department decided to hang up on me apparently. They (laughably) tried to offer me account credit - when I don't even know if I'm going to stick with Verizon after this - and ultimately said "the system won't let us refund your order." You know, after assuring me in February that it would automatically be refunded in 7-10 business days. "Will" was supposed to be transferring me to the department that (allegedly) can issue such refunds just before he hung up on me. I tried calling back the number one of the reps gave me for prepaid customer service and that is a joke - it just redirects you to their virtual assistant or automated menu and doesn't give an option to even talk to a live representative. This has turned out to be even more of a nightmare than I had imagined and the customer service reps are little help really. Their hands are tied in large part, and Verizon markets internally as much or more than they do externally, as ultimately every publicly-traded company must. Verizon has to convince even their own employees that it's worth what they pay to treat their own customers so poorly, all to make another dime for the shareholders.

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Re: Refund on Online Order
Dannielle07
Enthusiast - Level 1
  • Same thing happened to me ! They got my return on March 1st. Today is March 29th. The rep yesterday literally said to me that they can’t prove what I put in the box !! I said are you saying you think I put something other than the item in the box ?! She said you may not do that but other people do ! So Verizon not doing their job is our fault ??!  
    She also told me online orders need to be returned online . Firstly how would customers know that . Secondly it wouldn’t work , I tried. And lastly if a Verizon rep can’t return online orders maybe they shouldn’t give them the ability to do so !! 
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