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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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by olie Posted Sat July 17, 2010 @ 2:26 PM
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Let me see if I understand correctly:
1. You got up at(or waited up until) 4:30 a.m. your time to order a
phone on the day of its release.
2. You received an e-mail telling you that your order had been
submitted for processing.
3. At some point, you decided that you should have received a
"processing" e-mail.
4. Now you're finding out "anecdotally" that others have placed
orders after yours, but received e-mails before you did.
5. You were OK with this until you realized that someone, somewhere
would have the precious phone a tad earlier than you did.
I can see what happened. Verizon's system shut down, for whatever
reason, early in the morning. Orders received during a certain time
had to be processed manually. Whenever they could be.
Verizon got their system back up and was able to use it to process new
orders as they came in. Those manual orders had to wait a bit.
So--if your order had gone through at 4:30 a.m. on July 15, when would
you receive your phone? If the date would have been July 23, what are
you complaining about?
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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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