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Misleading Customer Service?
Calypso2
Member

So, I originally ordered two new iPhones through the Verizon kiosk at Costco on 9/16.

I received confirmation that the delivery date would be on 10/7.

I wasn't receiving any updates on shipping (as they had promised) and finally called Verizon customer service yesterday (10/6), and I was assured that my phones would be shipping out today and that I would have them no later than this Friday.

Now, today, I received an email saying that the new shipping date would be 10/17.

I tried calling customer service back again and, after being placed on hold for 30 minutes, I finally gave up and hung up.

Why is Verizon purposely misleading their customers???  Are they giving them false information with the hope that they won't jump ship to another company??

Verizon, you have some explaining to do as to why you're treating your customers this way.

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Re: Misleading Customer Service?
Loquat
Sr. Member

Verizon is in a no win situation...and there is nothing they or anyone can do that will make folks happy than putting the phones in their hands. 

If Verizon gives and estimated date and then misses it because they don't have the phone to ship, everyone is angry. If they don't communicate enough, people are still angry.  If they don't provide a ship date at all, guess what, people are angry.  The only fault I blame on Verizon is not shipping phones in the order received (if that's what they're really doing).  As for not actually have the phone to ship...well, you can't ship something you don't have.  Apple is who's to blame.  I'm guessing that they're lying to Verizon about an anticipated amount of phones and then don't deliver.  And in turn Verizon issues estimated ship dates based on what they're told and then miss said dates because Apple didn't deliver.  Again, I'm just guessing that this is the problem. 

I can't imagine that they're sitting on a load of phones just holding out to see how many people they can piss off. 

And as for going to another carrier....ha!  Go check out the forums for whichever carrier you prefer and you'll find the same situation over there...no phones!

Good luck and I hope you get your phone soon!

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Re: Misleading Customer Service?
ynggrsshppr91
Sr. Member

Apple controls the Ship date, go harp on them for a while.

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Re: Misleading Customer Service?
Calypso2
Member

If I take my car into the auto shop to be fixed and they assure me that I'll have it back the next day-- and their supplier doesn't get the part to them in time-- I'm not going to track down the supplier.  I'm going to complain to the one who promised me the delivery.  I placed my order with Verizon, not Apple.

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Re: Misleading Customer Service?
ynggrsshppr91
Sr. Member

You ordered an Apple phone, it's their problem because they can't make the phones fast enough. You can point the finger at who you want because you will anyway.

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Re: Misleading Customer Service?
Loquat
Sr. Member

Verizon is in a no win situation...and there is nothing they or anyone can do that will make folks happy than putting the phones in their hands. 

If Verizon gives and estimated date and then misses it because they don't have the phone to ship, everyone is angry. If they don't communicate enough, people are still angry.  If they don't provide a ship date at all, guess what, people are angry.  The only fault I blame on Verizon is not shipping phones in the order received (if that's what they're really doing).  As for not actually have the phone to ship...well, you can't ship something you don't have.  Apple is who's to blame.  I'm guessing that they're lying to Verizon about an anticipated amount of phones and then don't deliver.  And in turn Verizon issues estimated ship dates based on what they're told and then miss said dates because Apple didn't deliver.  Again, I'm just guessing that this is the problem. 

I can't imagine that they're sitting on a load of phones just holding out to see how many people they can piss off. 

And as for going to another carrier....ha!  Go check out the forums for whichever carrier you prefer and you'll find the same situation over there...no phones!

Good luck and I hope you get your phone soon!

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Re: Misleading Customer Service?
Calypso2
Member

Thanks, Loquat.   You've probably hit the nail on the head.   If they had told me that there was going to be a delay when I spoke to them less than 24 hours ago, rather than assuring me that it was shipping out today, it would have been better received, I can assure you.  Who knows... maybe they'll be ahead of schedule on their new estimate??

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Re: Misleading Customer Service?
Loquat
Sr. Member

Calypso2 I really do hope you get your device sooner rather than later.  My phone didn't come on launch day either and I waited just a little while after but did eventually get it.  I got the 6+ and I'll say it's well worth the wait.

Now with that being said, trust me, I don't agree with VZW Reps lying to you on the phone...they shouldn't provide false hope.  If I were in the same situation, as painful as it'd be to hear, I would much rather then find a polite way of saying that they just don't know when the phone is going to ship.  Yea, it would suck to hear that, but what sucks more is being lied to...time and time again.  VZW should stop telling people on the phone about a ship date unless they really, and I mean REALLY stress the point that the ship date is nothing more than an estimate...and that date can fluctuate depending on inventory...

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Re: Misleading Customer Service?
JW0927
Member

Great I expected an auto reply. I spoke to 5 employees that gave completely diff responses it disconnected. Does Barney train these people

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Re: Misleading Customer Service?
KH-OrnEsh
Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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