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Feb 23rd Pre-Order of Black S7 Edge - still processing??

I pre-ordered my S7 Edge on Feb 23rd. My order status still says processing with no ship date or any other status indicated other than check back later. I did get an email after I ordered confirming my phone would ship by 3/11 and did not receive any updates changing that. When I sent a not to VZW support earlier this evening, they gave me some canned answer about my order will show processing until it ships and then it will change. Has anyone who ordered on the 23rd received their phone yet? I expected it to show up tomorrow since it's supposed to ship before tomorrow on 3/11, but obviously that's not the case.

Comments

puggy466

I order mine on Feb 29 and receive it yesterday. Nice phone.

AJK__

Thanks for the quick response. I suspect there is something wrong with my order but getting help on that from Verizon seems pretty challenging. I'm not even sure I was chatting with a person earlier. The answers were quite vague and bot like and the idea that an order placed within moments of the pre-orders going live still being in process, didn't seem odd to whomever was on the other end of the chat. They gave this answers several times (which didn't really answer the question of why such an early pre order would still be in process):

"I'm happy to answer this for you. All pre-orders will show up as "processing" until the day they ship. Once this happens, you will be able to see the tracking progress. Please message us if you have any other questions, and I'd be happy to assist you. "

Verizon_Support

Getting the latest phones is always an exciting thing, AJK__. Let's work together and find out what is going on with your order. I have sent you a private message so we can take a closer look at what is going on.
JosephE_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

AJK__

OKay. Will do that. Thx.

AJK__

Sent all the info as requested. No response. Order still shows processing. Placed that order 18 days ago. Other threads in this community indicated that orders processing after 4 or 5 days have issues so what gives with mine and why is it so hard to get a straight answer? AT&T looks better all the time.

AJK__

I provided all the info last night as requested. Still no change in my order status and no follow up or information after several follow ups. My phone didn't ship by 3/11 which is when Verizon told me it would ship when you confirmed my order on 2/23 - my order still shows that it is processing. CS seems to have gone silent on me after a few standard responses telling me to be patient and that they would look into this. I have confirmed with several people who ordered after me - well after me -that they have received their phones. Guess with only 9 lines on my account, I must be a pretty low priority customer.

FamilyMan951

I have seen from other post that some were stuck charging the tax on the phone. They recommended calling Internet Orders to dig in a bit more. Once that processed phone shipped.

AJK__

Thanks for the info. I will have to look into that and give them a call later today. It's very frustrating not being able to get any information from them on why an order would show processing for 18 days with no change when it seems people who ordered afterward have already received their phones.

Ann154

Looks like josephe_vzw has logged in the community since yesterday. Maybe they haven't started their shift yet or had a chance to view your reply to their DM yet.

AJK__

They've had plenty of chances. I'm on the phone with them right now. On hold in fact. They are trying to figure out why my order is hung up in their system. The twitter CS people are still DMing me and telling me I should just wait but the person on the phone is telling me there is something that went wrong with my order on their side and they are at least trying to fix it. Glad I checked - had I not checked and just waited I am sure I wouldn't have gotten this resolved until after the Samsung Gear offer is over (which they are telling me not to worry about). Happy to take a call from josephe_vzw since the person on the phone right now seems a little lost although to their credit, ,,they are trying to do something.

AJK__

So they never could figure out why my order got hung up or how to get it to process. Orders can get hung up if your account is past due. Mine is current. They can get hung up if your credit card is rejected. Mine has no issues. No one knows why my order wouldn't go through, so the best we could do is cancel this order and place a new one. That got messed up by Verizon too, but the third order seems to have gone through (they took my money in any case) and it should arrive next wednesday (although I won't believe it until I see it). I am told I should have no trouble taking advantage of the Gear VR offer which is why I pre-ordered on Feb 23rd. Quite the mess. If you have an order that just shows processing for a long time, there is something wrong no matter what they try to tell you. What that is - no one knows, but it was disappointing to be told by some of the CS people to just keep waiting when clearly action was required.

egreen23

Thank you for this post. I just had the most frustrating day trying to figure out where my phone is. Like you I pre ordered a black s7 edge on 23 Feb and like you, it was supposed to ship by yesterday and didn't. No one could tell me why, and when I tried to have them cancel the order so I could but it in the store, they could not cancel it. So I'm stuck. Waiting. How were you able to get Verizon to cancel your pre order?

AJK__

I think so. It still shows processing in my account but they said they cancelled it and I didn't get charged. I actually had three orders total. The one I made on Feb 23rd. The second one they tried to do yesterday where the agent accidentally ordered the wrong phone and then the third order which actually shipped out today and should arrive Tuesday. The first two were both cancelled.

I have a theory about why my order got hung up although no one can confirm. I have 9 lines and often use my phone internationally for work, so from time to time, my monthly bills are well over $1000. Whenever that happens, their credit department seems to wig out, sending me notices about my balance is high and they may suspend my service (although they never do). I think it's an anti-fraud feature. In any case, they have my AMEX on file and my bills pay automatically every month, so I never have any issues with either late payments or high balances, but I still get the notices whenever my balance gets high. I was traveling overseas right before I ordered this phone, and my account balance at the point I made my order was over $1K (it was actually paid the day after my order), so I think their system held up my order due to the high account balance. I suspect this because at one point they said it was held up due to a payment issue even thought they didn't understand why and my account is in good standing.

Anyway - hope you get it sorted out soon. They seem to have a lot of problems with their order fulfillment, so I hope they get it figured out. The customer service part could be better too. It took multiple tries before I got an agent who could actually help me (and who admitted there was a problem).

egreen23

After more searching through the forums, someone posted a number to Verizon that I was able to call and the rep was able to quickly cancel the pre-order which will allow me to go in a store and purchase the phone. I was not given an explanation as to what happened, though I wonder if the rep even knew. I was told that it was "just sitting"

The magic number is 866-338-7390. Good luck to anyone else in the same situation.

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