Warranty issue for undamaged phone

[Bright_Apparatus]

There is a summary/TLDR at the bottom of this.

I have finally "completed" my worst interaction with any company that I've ever had. I will TRY not to create a wall of text but here it goes: I have a pixel 9 pro fold that started having issues intermittently with the front display. My phone has very MINOR cosmetic scratches you would come to expect from a phone that is 8~ months old. The other morning, I wake up and the front display will not come on at all and there is a "?" on the battery indicator .I restarted my phone to try to resolve the issue, and the phone never came back on. SO, in I walk into a verizon store at around 10:30 am. I spend time talking to an employee who confirms that my phone looks fine and should be replaced for free. He called a customer service number with the store phone and handed it off to me.

Quite a few minutes into the call, I am given the number to call Asurion instead. I call and talk to them and am told that they cannot assist me with my claim or even access my account because it's a business account. They transfer me back to the first people I talked to. I talk to him for awhile and he lets me know that I should call Asurion. I say that's been done already and I won't be doing that. He then asks for me to verify my account by receiving a text or email.. guess what, I do not have a functioning phone and can't do that. I have already proven my identity to multiple reps in the store via Pin# and photo ID. His suggestion is that I borrow a random customer's personal phone to access my email. I tell him he can call my wife in about 30 minutes and that hopefully we can both meet at home around the same time. I get home and as my wife walks in the door, he had just called her.

I talk to him for about 30 more minutes and got everything verified. He finally reaches a solution of sending me a pixel 6 as a replacement(my phone retails $1500~ and the pixel 6 is a few hundred)I declined and said I would like a refund for my device if I'm not being given the same device or equivalent. He said okay I'll just transfer you to someone else who can help. ASURION is who he transferred me to. I talked to a woman who tried desperately to make something work, couldn't, transferred me back. I talk to someone for a few minutes, line disconnects. (There were multiple call drops throughout this and after activating my aunt's old phone in the interim got to see the voicemails of people trying to call me back on my phone that doesn't work) 

So now I call back and a gentleman answered who did the most himself to try to help me and do the troubleshooting himself instead of leaving it all to me. At a certain point he offers once again to talk to Asurion, and to facilitate a 3 way call with them. I try, it doesn't work. I get to talk to this gentleman again and he facilitates the 3way call instead. We talk to them, they say they cannot help at all unless my phone is physically damaged(it's not) so then he calls the line for physical damage and they say there will be a deductible and done as an insurance claim. We are finally giving up on Asurion about 3 hours and 45 minutes into this. He starts calling supervisors and placing me on lots of holds. He is able to offer me a Pixel 9 Pro because my phone is out of stock. I say something like: I will accept a lesser model if I'm compensated for the difference. He says he can't process that and has escalated this through his supervisor and to his supervisor's boss named "Gina" not sure how it's spelled TBH. It is now 3pm. He promises this boss will call me with a resolution and compensation for the horrible experience so I'm not left out to dry. He said he would call me the next morning to follow up and see how the call with Gina went. 

It's 5pm and no one has called. I'm worried they're calling my phone that doesn't work, so I call back again. I talk to a woman and say: what's the status on the boss Gina that was supposed to call, I think she might not have gotten my wife's number as the callback#. She ignores me and says she will try to see what she can do to try to help replace my phone. I plead over and over that we have exhausted all options and my phone is out of stock. She says she's going to work on it and places me on many different holds. Keeps coming back to say she's still working and to keep holding please. 30 minutes later she says good news we're going to send you a replacement. Comes back from a hold to tell me it's actually out of stock. I say that I told her that when we first connected and that we were already out of options and the only reason I called was to make sure the person promised to help me had the right #. This is the first time I start to get pretty emotional on the phone. I start saying I no longer care about any more policies, I've done everything Verizon has asked me to, and I'm ready for someone to talk to me who will help. I offer them to refund my phone or something and I'll go get a new phone at the store or for them to make some sort of exception after the over 5 hours of me being on the phone(my wife's phone for 4 who probably would have liked to have her phone). She says that she will do that for me if I go to a store and call them back that they would help facilitate that for me. I am given a number of the closest store and call them. I call and they say that they will not help me or can't. Everything would have to be done on the customer service side and then I could go pick up the phone after that.

I wait until the next morning in case Gina will call. She doesn't and the other gentleman never did a follow up call. Now I'm calling Verizon again using my wife's phone while we're at the gym. I talk to someone and say all the same stuff again about not receiving my promised call. She does the same thing of going through the same replacement process. It IS in stock this time. I say whatever I'm so over this just send it. My shipping address is not the same as the business address. I clarify which address should be shipped to. I spell it. She asks to verify the spelling and I spell it again. Free overnight expedited etc, I say thanks and that I still need to talk to a supervisor or someone about this experience as promised. She says someone will call RIGHT away once we hang up. I make sure she gets the right callback# and never receive a call. I get home and check my email. The shipping address is wrong on my order confirmation. 

I'm calling Verizon again to get this updated. I'm around 6 hours on the phone total at this point. I talk to some associate who says he is processing an address change. I say thanks and that I will wait on hold until I talk to a supervisor that still hasn't called as promised x2. I talk to someone for a little while to explain everything that's happened and that I was promised some sort of compensation for this, she puts me on hold for a while and the call disconnects. I'm fuming, shaking, mentally breaking down. I call again and talk to two different associates trying to confirm if the address has been changed and talk again to a supervisor. I say to please make an exception and figure out how to get me a phone today. I'm offered a $100 credit. I say it could be $1000 at this point, I really don't care; I just want my issue resolved and this is not really about the money. No one knows if my address update has processed, everyone says there's no way to make any exceptions at all to help me get a phone. I can't understand how a multibillion dollar company(valued at ~180b) has no way to help a customer who got dragged through the gauntlet by their employees has no possible way to make an exception. They offer me to start a new line on my account and go back to the store and return it within the allotted time to get a refund. I'd still have to pay taxes and service fees etc. I decline. They say I can use someone else's upgrade on the account(which would be permanently used). I decline. These are not exceptions; this is normal practice and things I did myself long ago when I worked at a phone store. 

I am transferred to a supervisor. She says she's sorry etc. The update for my address change has been filed but not processed. She says she will cancel it and start a new order with the fastest shipping possible and it would arrive the next day by noon. She also offers me some airpods for free. I don't really care about the airpods(my wife can have them), but I'm so defeated at the 7 hour mark of being on the phone that I agree. I say I just want to feel that I've been heard and understood by verizon. I've been a customer for over 12 years paying $400~ a month. We've given verizon a lot of money from our perspective at least and have never asked for anything above minimum. This isn't the resolution I was looking for because it's been something like 34 hours without a phone, and I felt that the company should have been able to get me something a bit more promptly after this situation.

Next day: I'm waiting for confirmation on my new order and never got it. I try to use online chat to ask verizon for my order confirmation. They say they can't help unless I've logged into my business account first. I can't because the only verification method is my phone# that doesn't work. I ask what are the other options and they say to call. I can't because I don't have a phone and I won't be using the phone at the fire station to conduct personal business(it's against policy) My wife goes to the verizon store for me (we're chatting via email while I'm at work using my laptop). They tell her they can see an order is coming TOMORROW not today and they can't verify what's in the order or what the delivery address is, only when it's coming. My aunt is able to offer up her old phone at this point and once she gets off work she will give it to my wife so she can go activate it at verizon for me. I get this phone at around 5pm on June 4.  I first walked into a verizon store with my issues on June 1 @ 10:30 am.

I call verizon again after finally checking my account and seeing no active orders. They take about 25 minutes to figure out which order I'm even talking about and locate it. The order that is coming the next day June 5 by 7pm does have my phone in it. I ask why I was promised a different date and time. He doesn't know what to say really. I ask that a case# or something be created and for someone to please call me who deals with customer issues/complaints, so I can tell them about my experience and hopefully stop this from happening to anyone else ever again. He gave me a case# that sounded like a phone #. I am still awaiting a call from someone who can help identify why this took so long to solve a simple warranty replacement claim.

Summary/TLDR

Warranty issue for undamaged phone: Took 4.5 hours of time/transfers to hear they WILL send a replacement but it’s out of stock and I'll be helped/compensated by a supervisor(never happened she never called)

1 hour to make sure they have the right callback# and can find me a solution. 

Next day: 45 minutes getting a replacement sent that's now in stock(they put the wrong address)

1 hour to get the address changed and be connected to a supervisor(call drops)

1 hour talking to more employees and a supervisor who offered next day shipping and airpods. (next day shipping never happened/never received order confirmation)

Wife has to go to store while I'm at work to get order confirmation(says it's not coming today so she gets an old phone from my aunt for me to have something in the interim)

I used old phone to finally call on my phone# and get confirmation that the order IS my phone and will be arriving next day with the right address.

Get told my problem was escalated and get a case#. Now waiting on someone to call to see what can be done to solve misinformation etc.

[Bright_Apparatus]

UPDATE: The package arrived and there was no phone. Guess I'll be calling again tomorrow.

[SynthpopAddict]

Are you using the Business Support contact information, or the regular CS?  I know the agents who post on these forums have said they cannot access business accounts.  I'm guessing you don't have a dedicated Verizon representative for your business account or you'd have called that person already.  Would suggest not using the phone number which ends in 0204 because that's a general catch-all number for anyone, not just business accounts.  Otherwise, I'm sorry to hear after all of that, you still don't have a phone.  That's just sad...guess they only sent you the airpods.

[Bright_Apparatus]

I used the live chat option through the business account portal online and then just called customer service as recommended. Usually dialing "611". I was promised a Galaxy Z Fold 6 last night since the phone wasn't in stock. By the time I received the airpods and called back to see what happened, the phone was out of stock again. That samsung order never happened either. Called again today and was told they would order me the Galaxy fold, but something may have been miscommunicated. They did process my order for my original phone, the Pixel 9 Pro Fold, which is fine but I don't know why I was told a samsung was on the way instead. Filed a formal complaint with FCC last night and someone from Executive Relations called me this afternoon after being contacted by the FCC. I have a direct number to call this rep and hope that I can talk with him about my experience to ensure it doesn't happen again to me or anyone else.

[vzw_customer_support]

We want to make sure this is properly addressed and the feedback applied, you mentioned you already spoke with our Customer Relations Team. is that correct?  ~Pam