VZW is absolutely inept

[lurker]

I just called vzw to find out the status of my phone since I saw that others who ordered after me are getting their phones. Apparently, they only entered my phone order INTO THE SYSTEM WHEN I ASKED ABOUT MY STATUS!!! I ordered my phone online on 7/15!!!

Apparently, the order number I received from their internet order system does not exist in their system. Not only that, they accused me of making up my order number. When I offered to send them my e-mail from their very own internet order system, they refused, saying that it wasn't necessary, they are going by what they have on their system, and that my order did not exist on 7/15, in fact my order only existed as of the beginning of this week (which coincidentally was when I asked about my order). When I asked if they were calling me a liar, they said no, they were just reporting on what they had on their system, and my order number does not exist. Not only that, but I have a different order number. I told them impossible as I had been able to check on the status of my order all this time. Again, I was told that my number does not exist, and thus I could not have checked the status of my order. When I offered to send them a screen shot, it was ignored.

I can't believe their ineptitude. What a way to treat a long time customer. I guess my business isn't worth their while, after all, they have so many customers. What's the loss of one measly loyal customer?

I'm so angry right now I can't even begin to describe it.

BTW, they also mentioned that they did not foresee such an overwhelming response to this phone. And that I will get my phone when I get my phone.

How's that for customer service? Verizon Wireless, we won't help you.

 

[schizrade]

I wonder what part of the story are we missing....

 

[_inKredible_]

Wow. That is truly awful. I've never had an experience like that with verizon. They've always been nothing but helpful to me. Sounds to me that you found a tech that hates his job, himself, his life, hates you, hates the chair and cubicle he's sitting in, they guy or gal next to him, his dad, his mom......the list goes on but I thin you get the point. Sorry to hear that man and sorry for your bad luck. If you are meant to have the Droid X....the Droid X will come to you.

 

[Kamikaze77]

I had an opposite experience. Ordered mine on the 16th, got it on the 21st....but my number from Sprint wasn't ported over so phone wouldn't work. Talked to two extremely nice, funny and helpful employees that got me up in running in 10-15 minutes. The 2nd guy I was talking to was even complaining about having a Blackberry Storm and how he wishes he could get a Droid X but that they can't upgrade until consumer demand is met. Interesting.

Hopefully you get yours soon and have a better experience with VZW from now on. It's a great phone and you'll love it.

 

[lurker]

I wonder what part of the story are we missing....

From me or from vzw? Go ahead, ask away.

 

[jreed2560]

I had an opposite experience. Ordered mine on the 16th, got it on the 21st....but my number from Sprint wasn't ported over so phone wouldn't work. Talked to two extremely nice, funny and helpful employees that got me up in running in 10-15 minutes. The 2nd guy I was talking to was even complaining about having a Blackberry Storm and how he wishes he could get a Droid X but that they can't upgrade until consumer demand is met. Interesting.

Hopefully you get yours soon and have a better experience with VZW from now on. It's a great phone and you'll love it.

was one of there names possibly sheena?

 

[humungus]

Order from Wirefly. It's cheaper and you'll get it in just a few days.

 

[007E]

Oh boy if you only knew my story. Its to much to write but I spent 3 days, yes, 3days calling them trying to get my order to show and actually be put through. After dealing with many reps, probably 10+ easy only one of those were really nice and helpful. It was a nightmare!

 

[schizrade]

From me or from vzw? Go ahead, ask away.

Well you told your story, quite petulantly too. Congrats.

 

[ghdtpdna]

Order from Wirefly. It's cheaper and you'll get it in just a few days.

Yep, this is the way to go. Not sure why more people didn't go this route, other than 1 year plan people.

 

[lurker]

Oh boy if you only knew my story. Its to much to write but I spent 3 days, yes, 3days calling them trying to get my order to show and actually be put through. After dealing with many reps, probably 10+ easy only one of those were really nice and helpful. It was a nightmare!

Ugh. If I wasn't on a business trip where I was working like a dog, I would probably have been more persistent and continuously called whenever I was hung up on after 30 minutes on hold.

Can you blame me for being a *little* irritable?

I will make a decision on whether to remain with VZW when I'm more calm and back home. I'm off contract right now, so this phone would have put me back on a 2 year contract. But when I'm back home, believe me, I will be checking out my options.

Like I said, Verizon Wireless, we won't help you.

 

[Gummibands]

Ugh. If I wasn't on a business trip where I was working like a dog, I would probably have been more persistent and continuously called whenever I was hung up on after 30 minutes on hold.

Can you blame me for being a *little* irritable?

I will make a decision on whether to remain with VZW when I'm more calm and back home. I'm off contract right now, so this phone would have put me back on a 2 year contract. But when I'm back home, believe me, I will be checking out my options.

Like I said, Verizon Wireless, we won't help you.

I would suggest calmly talking to a person in the highest management position possible and calmly explain to them what happened. I would even say play dumb. Ask things like I don't understand what happened. And did I do something wrong even if it wasn't your fault. 9 times out of ten they will get your displeasure and go above and beyond to help you out. Might not get your phone sooner but you might get something else knocked off your account as a were sorry sort of thing. But don't go in ready for a fight or they won't work with you. Opening line for example, "Hi my name is John Smith and I'm callin in regards to a Droid X that I thought I had purchased on such and such a date. I was later told that I had not in fact order the phone and my order was placed later, not to mention the fact that when I tried to get more information out of your agent so and so I couldn't get anything but snippy comments and rude reponses. Could you explain to me what happened? I tried to show the agent the confirmation order sent by Verizon and she shut me down, so can someone explain to me what I might have done wrong? Or if there might have been a misunderstanding?" and do it all in the calmest and sweetest and most confused voice ever. They always work with me when I call and do that. But don't scream, shout, or tell them they're wrong, just keep asking questions lol they hate it most times.

 

[cornflwr33]

I would suggest calmly talking to a person in the highest management position possible and calmly explain to them what happened. I would even say play dumb. Ask things like I don't understand what happened. And did I do something wrong even if it wasn't your fault. 9 times out of ten they will get your displeasure and go above and beyond to help you out. Might not get your phone sooner but you might get something else knocked off your account as a were sorry sort of thing. But don't go in ready for a fight or they won't work with you. Opening line for example, "Hi my name is John Smith and I'm callin in regards to a Droid X that I thought I had purchased on such and such a date. I was later told that I had not in fact order the phone and my order was placed later, not to mention the fact that when I tried to get more information out of your agent so and so I couldn't get anything but snippy comments and rude reponses. Could you explain to me what happened? I tried to show the agent the confirmation order sent by Verizon and she shut me down, so can someone explain to me what I might have done wrong? Or if there might have been a misunderstanding?" and do it all in the calmest and sweetest and most confused voice ever. They always work with me when I call and do that. But don't scream, shout, or tell them they're wrong, just keep asking questions lol they hate it most times.

very nicely said and good sound advice...i would try this

 

[ekyle]

I ordered mine online on release day, paid for next day shipping and got it next day. No problems

 

[AFAngryWarrior]

This isn't a pertinent Droid X thread, this should be moved to the Verizon rants. Did you read the posting rules?

 

[xdroid]

I would suggest calmly talking to a person in the highest management position possible and calmly explain to them what happened. I would even say play dumb. Ask things like I don't understand what happened. And did I do something wrong even if it wasn't your fault. 9 times out of ten they will get your displeasure and go above and beyond to help you out. Might not get your phone sooner but you might get something else knocked off your account as a were sorry sort of thing. But don't go in ready for a fight or they won't work with you. Opening line for example, "Hi my name is John Smith and I'm callin in regards to a Droid X that I thought I had purchased on such and such a date. I was later told that I had not in fact order the phone and my order was placed later, not to mention the fact that when I tried to get more information out of your agent so and so I couldn't get anything but snippy comments and rude reponses. Could you explain to me what happened? I tried to show the agent the confirmation order sent by Verizon and she shut me down, so can someone explain to me what I might have done wrong? Or if there might have been a misunderstanding?" and do it all in the calmest and sweetest and most confused voice ever. They always work with me when I call and do that. But don't scream, shout, or tell them they're wrong, just keep asking questions lol they hate it most times.

Actually very good advice. I do things a little differently though, since I'm the account manager on our business account and I keep records of everything. I do play the confused consumer though when it's my own account that I'm calling about.

 

[butthead007]

There was a well documented issue with online orders on the 15th.

Internet orders do not show up in the system until they ship so nobody lied. Sounds like they didn't explain it well.

 

[nickstanley]

There are three sides to every story...yours, verizons and the truth...

people make mistakes...itll be ok I promise