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iphone order
nohelp
Member

I ordered one on 10/5/14, and was trading in a 4s.  I used a verizon wireless store, and thought it went smoothly, well, it didn't.  I was promised a shipment date of 10/21/14, and since it didn't arrive, I called the main number, the store number, the number regarding the trade-in, to see if it would still be honored.  I was told the order had been cancelled and I should have received an email, I didn't.  When calling the store, I was told to call the number regarding the trade in and it was wrong, got another number, and was told if I had to reorder the trade in would not be honored.

The main number, told me another "story", the store manager, said that they were wrong, and the trade in number said there was "nobody else that I could talk to about it, and to contact the store again."  Question, I have a confirmation number, my form for the trade-in was done by the store, but I was told that my credit card was not valid by your system, I confirmed it was valid.  What is my next step?  I am so frustrated, as I wanted the phone for my trip next week.  I think Verizon has a problem with communication!

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Re: iphone order
vzw_customer_support
Customer Support

nohelp,

I am sorry to hear about everything that has gone on during this order and trade in process. In regards to the validity of the trade in our trade in department is the only department that would be able to advise of the options. http://vz.to/1pqWYit Was your new order already placed?

LindseyT_VZW

Follow us on Twitter @VZWSupport

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Re: iphone order
nohelp
Member

Hi Lindsay

I called, and sent the confirmation slip to the email address that was

given to me. I have not ordered it as the order would be past the date for

the recycle program, and that was what I was told via the program by

telephone. The biggest problem, is that I'm getting so many different

explanations, I'm not sure who to believe. At this point, I have been

checking other carriers. I can purchase an Iphone for a better price, if

the recycle program and my confirmation won't be honored. I will check the

website you forwarded and see what, if any, is the next step.

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Re: iphone order
vzw_customer_support
Customer Support

nohelp,

Thank you for the details. I apologize for any confusion around the trade in options. The correct answer presented would be the information you received form speaking with our trade in department at 877-247-3846. We do not want to see you go.


LindseyT_VZW

Follow us on Twitter @VZWSupport

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Re: iphone order
nohelp
Member

Then according to the person I spoke to on that line (who by the way was

rude), it would not be honored, due to your company cancelling my order and

not notifying me? I believe that's what you're saying? Your answer, by

the way, is not really a clear and concise answer.

Just incredible, that as such a large corporation, and in the communication

business, the service has been inept and confusing at best.

I believe at this time, even if I stay with your company, which is looking

highly unlikely, I will purchase a phone at a better price, from someone

else, as there is no incentive to stay with Verizon, especially since my

contract with you is up.

On Fri, Oct 24, 2014 at 3:33 PM, Verizon Wireless Customer Support <

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Re: iphone order
dbbd022
Member

I ordered a iPhone 6, 64GB, Space Gray on 10/3.  Order states it will ship within 2 days of 10/31.

To date, I have not received any other updates.  Status still shows processing.  There's not even a hold on my credit card for the amount.

I'll start to be concerned if I don't hear anything by 10/29. 

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Re: iphone order
vzw_customer_support
Customer Support

We definitely do not want to see you go. I'm shocked that you did not receive an email stating that your order was cancelled. When you called in, what date did they give for the cancellation? Have you checked your email spam box or inbox to see if it was there? What was the reason behind the cancellation? I would love to see this resolved for you.

SandyS_VZW
Follow us on Twitter @VZWSupport

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Re: iphone order
nohelp
Member

According to the responses I've seen, it isn't shocking. Although, I

understand you're under pressure to answer many, many upset customers who,

like me have ordered the Iphone 6 during this promotion, I am not at all

happy about how customer service, keeps asking the same questions. I have

a friend who has his Iphone from a franchise store, and since you weren't

honoring all of the $200 for his phone he was offered other products to

offset the amount.

I order from a corporate store, and get nothing but excuses.

To the issue, the store ran my card, and several days later apparently it

came up as invalid. I know it isn't, so do you want any of my info to

resolve this, or is this another run around? I am totally disappointed, as

I am leaving for a 2 week trip.

Nobody has looked at my case, by looking at the information.

On Sun, Oct 26, 2014 at 4:08 PM, Verizon Wireless Customer Support <

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Re: iphone order
nohelp
Member

Sorry, I need to add, that to make this right, adhere to the original

contract. It's that simple, I'm willing to wait for the phone now, but I

believe the recycle offer should still be intact for me as the original

order was in the allotted time frame.

If not that, there should be an incentive for those of us, who had our

ordered cancelled without our knowledge to stay with Verizon, or why should

we? I would really like to know what the next step is from your company,

I've heard enough "sorry", but no answer as to how it will be resolved. If

you're not going to resolve the issue, just say so.

I know that this is the last time I will go to the corporate store in

Butler PA, especially after speaking with the manager.

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Re: iphone order
vzw_customer_support
Customer Support

We're here to do everything we can to help! When there are payment issues, this will cause the order to be unable to process. You can certainly re-order the device by visiting http://vz.to/1e948q1 . We certainly hope that we'll have the opportunity to regain your satisfaction moving forward!

AshleyS_VZW
Follow us on Twitter @VZWSupport

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