2 very important lessons

[Johntb]

I have learned 2 very important lessons.

 1) avoid ESIM, get a physical SIM card always

2) always have them read EVERY detail of the mailing address before mailing you a phone.

my pixel 9 pro fold stopped working abruptly. Assuming it was a battery issue and was only 7 months old, I contacted google and they agreed to cover it. After I dropped it off to have it fixed, I was told there was a dimple on the inside screen about the size of a grain of sand, so google refused to warranty it. I called Assurion to make a claim, when I described “the damage” that google claimed my phone had, they put me on hold to contact Verizon warranty. Much to my surprise, Verizon warranty took over the call and said they would replace my phone for free. At this point I am impressed, I’m thinking switching to Verizon from T-Mobile was genius at this point, but this is where it all goes downhill.

   Since I have to sign for the phone upon receipt, the tech says she can have it mailed to my work by noon the next day instead of having to wait till I get home that evening. She takes down the company name and address. After 2 days and still no phone I go to FedEx to see why they have not delivered my phone that is currently in their warehouse. They tell me they can not deliver it because there is no company name, it just has my name, in care of my name. They also refuse to let me pick it up due to the restrictions attached to the package. They tell me to have Verizon call and add the company name and they will deliver the next day.  I call Verizon and they put me on hold to contact fedex and make the change, fedex refuses. I’m told at this point we have to cancel the order and place a new on. The tech tells me since the order is still pending in the system, he can’t do it. 17+ people and 6 Ouse on the phone the next 2 days,, someone in the know finally tells me there is no way they can place a new order until they get the phone back, so it will be next week.

 I then figur I guess I’ll have to get a SIM card for one of my old phones (I currently have an ESIM, so can’t just pull it out and put it in another phone). The first store says with the order pending, nothing can be done, even a SIM card. The second store calls customer service and actually gets them to bypass the restrictions and we try and activate a SIM with no avail. I take the SIM card home, try and activate another old phone, no good. 
  I have now been 10 days, no phone. I call today because tracking says Verizon received the phone yesterday at 9:30am, after 30 minutes on the phone again I’m told I will need to wait 4 more days just to place an order for the phone again. Now I’m looking at at least 15 days, no phone, and apparently Verizon is inept at activating physical SIM cards. This whole situation is just ridiculous and embarrassing for Verizon in my opinion. All of this because someone didn’t write down the business name on the delivery label

[vzw_customer_support]

Hello Johntb! I'm sending you a Private Message here so we can look into this and assist in any way we can.

-Josh