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 Poor Handling of phone releases
Posted Sat July 17, 2010 1:08 pm, by Jason T. written to Verizon Wireless (Cell Phones)
Write a Letter to this Company | Rate this Company
On July 15th, at approximately 0430 hrs, I placed an order for the new Droid X that was released that day. Shortly after I placed my order, I received a confirmation email indicating my order was submitted for processing. After not receiving any email confirming processing, I contacted customer care several times to determine the status of my order. Upon contact with the CSR, I was informed that because my order was processed after 1430 that afternoon, I would not receive my phone until July 23rd. Furthermore, the representative indicated that I had done everything correctly and it was due to a problem on their end that forced manual processing. This had been acceptable until the point I had found significant anecdotal evidence that people who had placed an order for the device over 6 hours later than I did managed to receive shipment notification of their devices. I find this unacceptable that someone who placed their order after me should be receiving their phone before I do.
If there was a problem with processing, the orders should have been processed in the correct succession. It seems that after speaking with a NE Area Internet Order Sales Rep that after the system crashed, rather to processing in order, peoples orders were processed randomly. At this point, I have canceled my order and will begin to look for a new carrier at this point to take my six lines of service.
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by NathanG Posted Wed July 21, 2010 @ 12:13 PM
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So you thought if you ordered 6 hours before one of the most
anticipated phones to be released comes out you could have it that
day?
Well maybe if you were with Sprint, they had a ton at the store and
still had 3 left at the end of the day when my brother in law got
his.
anywho...
next time you MUST have the latest thing try to plan ahead.
As for your "signifigant anecdotal evidence" unless it was a verizon
employee reading you off a list of who ordered it when and when they
got it I dont think you have much "evidence".
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So because you can't wait a week for a phone, you're going to cancel
everything?
Seriously?
I mean, for real?
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by Sarah G. Posted Mon July 19, 2010 @ 9:47 AM
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Yay my Verizon stock will go up due to your ETFs on your 6 lines! It
happens, they tried to handle a crash in the system, what would you
prefer they do? I'm happy with Verizon and proud to leave my 4 lines
of service plus business account with them. Have fun with Sprint or
ATT!
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by PepperElf Posted Mon July 19, 2010 @ 6:32 AM
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so how did you officially find out that orders placed after yours got
- or will get - served first?
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by Donno Posted Sun July 18, 2010 @ 11:05 AM
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Um, because it will take 6 days to get a phone?
And will you also be paying ETF fees?
I feel like either I have gone completely out of my mind, or some
dramatic change has occurred in the world. Perhaps both.
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by Jason T. Posted Sat July 17, 2010 @ 4:46 PM
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1) Yes, I order the phone at 0430 on the day of the release.
2) Yes, I received an email indicating my order confirmation.
3) Yes, I "decided" I should have received an email indicating my
order had been processed.
4) Yes, I found evidence that people placed orders after I did and
received said emails before I did.
5) I was not OK with this as I had contacted Verizon several times to
attempt to determine what stage of processing my order was in.
My complaint is the fact that regardless of the fact if a system went
down, they should be processed First In, First Out, not "however the
systems decides". Waiting a week would have been fine had I known
that the orders were processed in a fair and consistent manner.
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by Donno Posted Sun July 18, 2010 @ 11:16 AM
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Nothing about Verizon is consistent except their customer service
stinks and always has. If you are going to swim in this swamp, you
have to expect to swallow some foul water once in awhile.
I wouldn't expect anything at VZ to happen in a logical or sequential
fashion. Just consider their customer service call handling and the
automated messages they send to customers awaiting resolution.
Absolutely putrid.
It isn't a week. It would be 5 day delivery (not incl Sunday) if you
hadn't cancelled the order. 5 days isn't bad - sounds pretty good
actually. Try to send a letter halfway across the country in that
time.
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Verizon
by Retail Veteran Sun July 18, 2010 @ 11:57 AM
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Reply
by Donno Sun July 18, 2010 @ 12:50 PM
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AND
by Donno Sun July 18, 2010 @ 12:55 PM
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SHARED LETTERS 
del.icio.us
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