Unbelievable!
I called in everyday this week for various reasons and was, in one way or another, told we fixed it. You’ll definitely have the device in hand on Friday as scheduled.
When I called in on Wednesday after no change in status whatsoever I talked to someone and they along with someone else in a different department were able to see that the issue was not limited to my order and notified “Core” or is it COR?, Credit Order and Review.
Once again, insisting the order would be delivered today.
On Thursday, I repeatedly received calls from Verizon. Unfortunately, I missed them every time. I subsequently called Customer Support to ‘return the call’ but nobody could explain why I was receiving the calls and told me my order would be here today.
No shipment was sent out by 8 AM PST.
I called Verizon, determined to get the situation resolved. The first representative I talked to after I authenticated and explained the situation put me on hold while she contacted a different department. She briefly returned to inform me she was now being transferred to another department.
35 minutes later, she came back and said, “The order has now been cancelled. Any further questions or concerns today?” Then hung up on me.
I called back immediately and requested to be escalated. I was transferred to someone else who then transferred me to “management”.
I explained the entire situation to the representative, and she profusely apologized and, after looking at all the notes and confirming things with a few other people, started the process of ordering an iPhone.
We quickly hit a problem. We could not submit a new order because, for whatever reason, the previous now cancelled order was still “pending” in the system.
After speaking with COR, she submitted a ticket to the internal technical team and said it would be at least an hour before she would receive a reply and said she would call me back.
Upon calling me back, she was able to successfully resubmit my order. Unfortunately, immediately upon the receipt of the “your order is complete.” email the website once again said “Your order is on hold until you take action.” requesting I accept Terms and Conditions.
Terms and conditions are not required when you purchase a device at full retail price.
The representative investigated and was told via COR that it's a known issue and it is only a customer facing “visual issue”. The order itself is okay.
If it’s just a visual issue, why didn’t my pre-order get shipped?
My iPhone 13 Pro Max 512GB in Graphite is now not expected to ship until October 8.