Sorry if this is kind of a long read, but I have NEVER had such a terrible experience and honestly, really have no idea how to proceed.
On launch day, like many others, I stayed up until 3am to place two pre-orders for the iphone 6+. Both orders had a ship by date of 10/7.
On 9/15/14, I received an email telling me that one of my orders had been cancelled. I immediately called to which they told me that the order wasn't cancelled and that the order was still in process.
On 9/16/14 I received another email telling me that the order was confirmed cancelled. I called again, but this time they told me that the order was indeed cancelled by them, but they were unable to determine why. My other order was still processing just fine. I asked for a supervisor who said they would look into it and call me back - but never did.
On 9/18/14, after waiting for them to call me back, I decided to place a new order. This time the ship date was 10/24/14. Received my confirmation email and accepted the terms and conditions email.
On 9/26/14, I received my first order that I placed that I had no trouble with. (somewhat pleased that it came early.)
Over the last couple of weeks, I would periodically check my order that I had placed on 9/18, no movement, would just say processing with a ship date of 10/24. I figured ok, this is normal and will patiently wait for my order to ship. (Keep in mind this order was for my wife, a birthday present that was SUPPOSED to come by end of Sept.)
Fast forward to 10/22. I received an email from Verizon saying my order was on hold and that I needed to call the credit department to provide more information. Upon placing this call I was told there was no problem with the order and no reason that I should have received the email. They told me the order was fine and would ship 10/24. I started checking the iconic order status and my charge card waiting for the verizon wireless charge to show up. I know that once the card is charged, a tracking number isn't far behind. By the end of the day 10/24, my card had not been charged, but my order status changed to "Processing your order, payment not yet taken". Thinking there was obviously a problem, I called Verizon and explained the entire story to them. The customer service rep was nice and very helpful. She located the order and said she could tell there was a problem and that the order had indeed NOT SHIPPED.
She placed me on hold for a good 20 minutes while she discussed the order with the credit department. When she returned, she said the problem was THEIR FAULT and that when I had called two days prior and spoke with the credit department, the rep forgot to check mark a box to send the order on its way. She then proceeded to tell me that they had the order fixed, pushed my order to the front of the line, added next day shipping, and that the order would ship out saturday and the phone would be at my door step on Monday, 10-27 GUARANTEED. She also indicated I would receive an email from Verizon in the next couple of hours to verify what she was tell me.
Well, guess what? No such email ever came and my order status remained the same. On Saturday 10-26 I called yet again and explained all the previous encounters about this order. This wasn't as helpful but still investigated the order and explained she could "verify" through the notes and paperwork on their end, that what I was told was accurate. They had pushed the order to the front of the line, but there was not shipping information yet and no charge to my credit card. She ended the conversation saying, "The phone could still ship today, but if it doesn't, it says here that your order will ship 10/28, so at the latest, you would have it Thursday." I explained to her that my ship date has always been 10/24 but she couldn't explain why the change in the date.
I watched the iconic order status all weekend and into Monday with no change. Monday 10/27, I called again. This rep was helpful and polite, listened to my entire story and could sense my frustration. After a long hold, she came back to tell me she had been discussing the order with supervision as well as the credit department. It was determined that the reason there has been no movement on my order because, "The previous rep. who looked into this order for you apparently COMPLETED THE ORDER AS SHIPPED, therefore the system saw this as a completed order. Had you not called, your order would have never shipped. This is completely our fault."
I was astounded and beyond ticked. The rep told me that supervision was cancelling my previous order and placing a new order to be shipped 10/29 via next day air. She appologized at least a dozen times and went on and on about how it was their fault and couldn't believe the mess they created with my order. I asked her, "Well this is great and all, but if they are creating a new order, will i have to wait yet another month and a half to receive my phone that I have already waited 45 days for?????"
She said no, it was being expedited, pushed infront of everyone else, and next day aired and that I would receive an email within the hour to accept the terms and conditions again, as well as document the new order number. I thanked her and waited.
The email came about two hours later, I accepted the terms and conditions, an my order went into processing yesterday afternoon. I checked the iconic order status this morning and just chuckled at what I was seeing.
"Your order has been received and is in process, your expected ship date is 11/21"
Im done. I don't know what else to do. Over the last week I have called Verizon nearly a dozen times for the same reason. I just want the phone I pre-ordered, why is that so difficult to complete? I haven't called them today, and frankly, will just be told lies and made promises that Verizon won't keep.
I have a large personal account. I have 10 lines and pay almost $600/mo, yet am treated like I am barely a customer.
On launch day, like many others, I stayed up until 3am to place two pre-orders for the iphone 6+. Both orders had a ship by date of 10/7.
On 9/15/14, I received an email telling me that one of my orders had been cancelled. I immediately called to which they told me that the order wasn't cancelled and that the order was still in process.
On 9/16/14 I received another email telling me that the order was confirmed cancelled. I called again, but this time they told me that the order was indeed cancelled by them, but they were unable to determine why. My other order was still processing just fine. I asked for a supervisor who said they would look into it and call me back - but never did.
On 9/18/14, after waiting for them to call me back, I decided to place a new order. This time the ship date was 10/24/14. Received my confirmation email and accepted the terms and conditions email.
On 9/26/14, I received my first order that I placed that I had no trouble with. (somewhat pleased that it came early.)
Over the last couple of weeks, I would periodically check my order that I had placed on 9/18, no movement, would just say processing with a ship date of 10/24. I figured ok, this is normal and will patiently wait for my order to ship. (Keep in mind this order was for my wife, a birthday present that was SUPPOSED to come by end of Sept.)
Fast forward to 10/22. I received an email from Verizon saying my order was on hold and that I needed to call the credit department to provide more information. Upon placing this call I was told there was no problem with the order and no reason that I should have received the email. They told me the order was fine and would ship 10/24. I started checking the iconic order status and my charge card waiting for the verizon wireless charge to show up. I know that once the card is charged, a tracking number isn't far behind. By the end of the day 10/24, my card had not been charged, but my order status changed to "Processing your order, payment not yet taken". Thinking there was obviously a problem, I called Verizon and explained the entire story to them. The customer service rep was nice and very helpful. She located the order and said she could tell there was a problem and that the order had indeed NOT SHIPPED.
She placed me on hold for a good 20 minutes while she discussed the order with the credit department. When she returned, she said the problem was THEIR FAULT and that when I had called two days prior and spoke with the credit department, the rep forgot to check mark a box to send the order on its way. She then proceeded to tell me that they had the order fixed, pushed my order to the front of the line, added next day shipping, and that the order would ship out saturday and the phone would be at my door step on Monday, 10-27 GUARANTEED. She also indicated I would receive an email from Verizon in the next couple of hours to verify what she was tell me.
Well, guess what? No such email ever came and my order status remained the same. On Saturday 10-26 I called yet again and explained all the previous encounters about this order. This wasn't as helpful but still investigated the order and explained she could "verify" through the notes and paperwork on their end, that what I was told was accurate. They had pushed the order to the front of the line, but there was not shipping information yet and no charge to my credit card. She ended the conversation saying, "The phone could still ship today, but if it doesn't, it says here that your order will ship 10/28, so at the latest, you would have it Thursday." I explained to her that my ship date has always been 10/24 but she couldn't explain why the change in the date.
I watched the iconic order status all weekend and into Monday with no change. Monday 10/27, I called again. This rep was helpful and polite, listened to my entire story and could sense my frustration. After a long hold, she came back to tell me she had been discussing the order with supervision as well as the credit department. It was determined that the reason there has been no movement on my order because, "The previous rep. who looked into this order for you apparently COMPLETED THE ORDER AS SHIPPED, therefore the system saw this as a completed order. Had you not called, your order would have never shipped. This is completely our fault."
I was astounded and beyond ticked. The rep told me that supervision was cancelling my previous order and placing a new order to be shipped 10/29 via next day air. She appologized at least a dozen times and went on and on about how it was their fault and couldn't believe the mess they created with my order. I asked her, "Well this is great and all, but if they are creating a new order, will i have to wait yet another month and a half to receive my phone that I have already waited 45 days for?????"
She said no, it was being expedited, pushed infront of everyone else, and next day aired and that I would receive an email within the hour to accept the terms and conditions again, as well as document the new order number. I thanked her and waited.
The email came about two hours later, I accepted the terms and conditions, an my order went into processing yesterday afternoon. I checked the iconic order status this morning and just chuckled at what I was seeing.
"Your order has been received and is in process, your expected ship date is 11/21"
Im done. I don't know what else to do. Over the last week I have called Verizon nearly a dozen times for the same reason. I just want the phone I pre-ordered, why is that so difficult to complete? I haven't called them today, and frankly, will just be told lies and made promises that Verizon won't keep.
I have a large personal account. I have 10 lines and pay almost $600/mo, yet am treated like I am barely a customer.
