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Customer support is bad
Ccinjoco
Member

Ordered 2 iphone 11 pros 12/16. Fedex lost them. Had to go to the local store on Xmas eve and add 2 new lines to get the the phones to give as gifts. Need to get this mess straightened out.  They told me at the store that I had to call *611.  Also said fedex is loosing phones left and right.  Cannot get customer service to pick up within 30 minutes even when they say wait times are 10-15.  They say they will call you back in 20 but never do.  Digital assistant is a joke.  Chat is a joke.   FedEx never followed up either.  

Re: Customer support is bad
vzw_customer_support
Customer Support

We are so sad to hear that your order was lost by the shipper. We certainly want this to be resolved for you. 

 

We have sent you a Private Message since this is not an issue that can be handled through our public forum. Please only respond to that message going forward.

 

StevenG_VZW

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Re: Customer support is bad
Ccinjoco
Member

Still unsatisfied as support is forcing me to change my son's number to get the $700 discount. Given the hassle I have been through this is totally unreasonable. Considering returning the phone and moving him to a different provider...

Re: Customer support is bad
Ccinjoco
Member

Update,

Still no reply from @vzw_customer_support  on this forum or by DM. I did call in yesterday and was able to get an agent who helped me move the device to my son's existing line and she assured me from reading my notes the "online" team had set it up so that I could do this and still get the discount.  She was very helpful.  Hopefully it all works out.  Also I had previously paused my auto pay in hopes of getting this worked out before my payment due date but the auto-pay went through anyway.  That was irksome.  I paused it again and will check back on it to make sure it doen's get "Auto Resumed" until I am ready.....

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Re: Customer support is bad
Tigerstep
Sr. Member

What do you propose doing with another carrier when FedEx loses another package?

Your issue is with FedEx, not Verizon. You were given an option to get $700 off and turned it down.

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Re: Customer support is bad
Ccinjoco
Member

@Tigerstep 

I didn't turn it down. was told only one number needed to be changed for the discount when I initially picked up the 2 devices at the local store on christmas eve after the package was lost.  Since the fedex package never got to me, the issue of the lost package is actually between Fedex and Verizon as I never took ownership of those devices....  This is according to fedex who essentially blew me off...

 

Still no response from @vzw_customer_support ....

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