Ordered a new iphone 5s on September 13.
Phone received.
Phone could not be activated. Took it to Verizon store. They said it was a used corporate phone and could not be unlocked. Verizon store said to send it back for exchange.
Phone was sent back. Customer service said all iphone 5s were back ordered and would not be shipped out until october 5
Today, October 8 I got an email that said my order was cancelled.
I went on chat support and the agent said she didn't know what happened and she would order phone again and have it overnighted. This was order for exact same phone and it is in the chat that the order was for gray iphone 5s.
She only offered to refund the $15.00 shipping and $10 off the $40 upgrade fee. I told her that I wanted all fees waived because of sending a used phone the first time, having to make trip to Verizon store to find this out, having to return phone and for their incompetence of cancelling the replacement order.
She said she would only give me $35.00 and I told her I would not accept that.
I get confirmation email this afternoon for new phone order. The phone that the customer agent ordered me was silver not gray, which means it is a white phone with a silver case and not a black phone with a grey case. I called Verizon customer service this time and asked to speak to a customer service supervisor.
They did not connect me to a supervisor, but to a customer service agent Letitia.
I told her I wanted to speak to a supervisor. Some guy got on the phone and identified himself and Miguel [last name removed], customer service supervisor. Whether he was or not, I don't know.
He said he would cancel the order and send out the correct phone, but that it would take 3 days to cancel the order and he could not order a new phone until that order was cancelled.
I just got an email that the incorrect phone has already been shipped, after Miguel told me he would call the warehouse and stop the shipment.
What's next. This is total incompetence.
Message was edited by: Verizon Moderator
Go into a store and buy the phone, or order the phone online yourself?
I have my doubts that there are. I have had to cancel two (count 'em - two) separate orders in the last month because of very poor Verizon customer service. One was for non-delivery on two new iPhone 6s (that I purchased at a local Verizon store). The second cancellation happened today. When the Online Chat reps (3 of 'em) gave me information that was subsequently refused and refuted by telephone rep.
I really have had no problem with Verizon service over the past few years, but I think I am now done with them. Really unhappy about the incompetence.
Tiber3m, when you are having a concern with us it becomes our concern too. I am sorry to hear that you have had issues getting your order completed. Tell us more about your orders, were they upgrades? We want to make sure your service is top notch, and are sad to hear you are thinking of leaving. Let us help you get all of this on the right track, we are all ears.
CheriS_VZW
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