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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)
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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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Verizon
by Retail Veteran Sun July 18, 2010 @ 11:57 AM
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by Donno Posted Sun July 18, 2010 @ 12:50 PM
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Unlike Retail Veteran, I have had consistently poor customer service
from VZ over my entire time with them.
I do not have a contract; I do not have a cell phone. I have a land
line and DSL.
I started with Bell Atlantic, which merged, became or was bought by VZ
too long ago to remember.
I won't bother with all the details. Maybe I will. I basically put
the jist of my complaint up above - the phone menu system, one hand
having no idea what the other is doing, the inane automatic messaging
system which reliably gives inaccurate trouble call status 75% of the
time. Then there is the wait for service (week), cancelled service
calls, lame attempts to fix trouble in the CO because they don't want
to pay a tech to actually go out and fix problems.
Add to this that in the past few years, land line service has become
zero on the priority list. FiOS, the only option, will not be in this
area until 2015. And that is still VZ.
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by Donno Posted Sun July 18, 2010 @ 12:55 PM
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The last tech to come out and switch me to a new pair (an almost
annual event), told me in no uncertain terms VZ will never replace the
main street cable - the one that numerous very large trees have fallen
on and stressed - because they don't want to pay for retiring
technology. They won't pay for tree removal or preventative tree work
either - I have literally had to remove 5 trees from the line in 15
years. Some of these trees were 18" in diameter where they lay on the
line - one for 6 MONTHS before I finally cut it off.
How obnoxious, to not support your current technology at least until
the new arrives.
It is all about the $$$. Sounds like WalMart.
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