Verizon Droid X Disaster


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  1. autocannon

    autocannon Member This Topic's Starter

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    Let me begin with saying that I have been a Verizon customer for probably 10 years now, and I have never received poor service before. However, the experience I am about to relate threatens to undo 10 years of great service.

    On the afternoon of July 15th, I called around to a few of the stores in the Charlotte area to see if any of them had Droid X's left. Despite Verizon's claims that they would have enough phones for launch, I was told on multiple occasions that they were already sold out, but if I came in today they could order one for me and give me free overnight shipping. The free overnight shipping is what lured me down to my local Verizon store at 9821 Northlake Centre Parkway Charlotte NC 28216.

    Upon arrival I was greeted in a friendly manner and asked what brought me down today. I relayed my fruitless search for a Droid X and the offer of free overnight shipping of said smart phone if I only came down and placed an order in the store. You can imagine my surprise when the friendly Verizon employee told me the offer was for a limited time only and had expired! Being an ex car salesman I came to the conclusion that this friendly Verizon employee was either attempting a bait and switch or was woefully unaware of the promise made to me over the phone that afternoon. I questioned the friendly Verizon employee about the before unmentioned time constraints on the offer and I was told that indeed it had been for a limited time and had expired in the 2 hours it took for me to learn of the offer and drive down to the store. You can imagine how this affected my motivation to buy. I politely thanked the friendly Verizon employee for his time, turned around and started for the door.

    This prompted the FVE to ask me if free overnight shipping is what brought me in, and I truthfully responded that it had indeed been the reason. In what I can only guess was fear of losing a sale, the FVE asked me to wait a moment while said FVE went to check if an exception could be made. I was pleased to hear soon after that this could in fact be the case! Without further delay I was passed off to another FVE to complete the order and add a data package to my existing plan. I asked the new FVE if I could use the new every two on my wife's line (same plan) as I still had 2 months to go on the new every two on my line. I was assured this could bed done. I asked that the Droid X be shipped to my work address, and was also assured this could be done. I paid for the phone, and purchased some screen protectors separately. I was informed that I could bring my new Droid X in the next day and they would be happy to set it up for me. I left the store feeling pleased with the deal I had struck.

    I learned that night that I would probably not get my phone on Friday because it had been ordered so late in the day. I was fine with this. Saturday came along and I decided to check on the shipping whereabouts of my phone. I pulled out my receipt and called Verizon to get a tracking number. I was informed that my droid had shipped out that day and would be here on the 20th. This seemed a bit longer than I had expected. I looked at my receipt and found that I had not in fact been given free overnight shipping, but free 2nd day shipping. Water under the bridge. There was nothing to be done about it now. However there WAS something I could do about the 20.00 early upgrade fee I saw below it. I decided to call my friendly Verizon store and remind them that I was using my wife's new every two. I called and spoke a couple of FVE's explaining my situation as best I could before being put on hold so that my situation could be resolved. One minute passed, two, five, ten, twenty. Feeling a bit annoyed at being put on hold for twenty minutes I dialed the store on my wife's cell phone and was greeted by a FVE. I explained that I was on hold on the other line and had been for twenty minutes and asked for help yet again. After explaining the situation again I was apologised to profusely and asked what could be done to make this right. I was ready to cancel the entire order. In response to the query of what could be done to keep my business I indicated that the removal of the 20 dollar early upgrade fee, and perhaps a case for my new Droid X would smooth things over adequately. All parties in agreement I hung up satisfied that all would be well.

    Monday comes. I call FedEx to determine the whereabouts of my package and am informed that the package will be delivered to my home address sans apartment number on the 20th of July. Another mistake revealed. The phone was supposed to be delivered to my work address. Overlooking the fact that my apartment number was not included, nobody would even be there to receive the package. I was told that I must contact Verizon to have them change the address to my work address. This was done and it brings us to the 20th. I have little hope of getting my Droid X today due to the delays caused by changing the address. It now has a delivery date of July 22nd.

    All of that said...I should have checked and rechecked my receipt and order before I left the store. Prior to that, I should have walked out the door when the friendly Verizon employee tried to bait and switch me on the shipping. This transaction has been a disaster.
     

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  2. JubbaTheHutt

    JubbaTheHutt Well-Known Member

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    Contact customer support and ask to speak to a supervisor. Inform them of your dissatisfaction with the whole ordeal. Drive the point home that you've been a long time customer and instances like these, maybe small, make you reconsider continuing service with them.
     
  3. HalfFrozen

    HalfFrozen Well-Known Member

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    I see alot of free plans in your future, possibly, if you play your cards right.

    ... Also, we are talking about the Droid X and not the iPhone...right?
     
  4. trophynuts

    trophynuts Well-Known Member

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    Sorry to hear your having a stretch of bad luck.

    1. How come you didn't just order off the website on the day of release. They had banners advertising the free overnight shipping everywhere.

    2. How pissed are you going to be if when you get it something is wrong with it...ie..the speaker buzz that i've had in my earpiece since day one and now i have to try and get a replacement...or a dead pixel, or a brick in a box..all of these issues have happened to a few people. So just make sure you have a cold six pack or something to calm your nerves in case something like that happens.
     
  5. wreed

    wreed Active Member

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    I mean that sounds like an unfortunate story but far from a "disaster" you should have caught the $20 upgrade fee when you were paying...The shipping thing is a bit absurd though.
     
  6. golfbiz

    golfbiz Well-Known Member

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    that's unfortunate as in Phoenix I had no trouble getting two x's as we have a business acct with VZ. My brother immediately had me return his as he did not like it as he is staying with iphone on AT&T even with the crappy reception. I played with the other X for a couple days now but I am returning it as well later today and staying with my Eris for now as I like the Eris size better and it does everything I need so didn't see the need for the $199 upgrade. I actually like the Incredible which I played with in store but was told they are backordered till August, guess it is a screen supply issue. I might take a look at the Samsung when it comes in. VZ has been incredible supportive with all the phones we have tried out including both the Droid and Droid X and taking them back no questions asked...GL
     
  7. flenn

    flenn Member

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    Don't take this the wrong way, but your story is not too surprising. That's the reason why many people stayed up late Weds night to call in their order, or got up early Thurs to get in line, or pre-bought from Best Buy, etc...
     
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  8. Syv3n

    Syv3n Well-Known Member

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    In all honesty I see this having the majority of the fault laying on you than it does Verizon..Did you not realize the price seemed to be higher than the phone cost with the extra upgrade fee?

    I see you said you should have looked at your receipt before leaving to confirm and that is indeed your fault and not Verizons..While yes you stated things that need to be done but mistakes happen and it is on you as the customer to double check things don't rely on other people you don't know.

    Also Verizon in all of the problems you have had seem to have tried to fix and help you in every occasion you mentioned so how can you even be upset at them to say it may end your 10 years of service?
     
  9. twistedlim

    twistedlim Well-Known Member

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    Man you should head over to the HTC Incredible forum. The stories of people trying to get phones and dealing with customer service are even worse than yours if you can believe it. After a month of being told lie after lie I finally went to Costco and picked up a Droid. The Dinc did come but I sent it back and told them I would in no way accept a restocking fee since they continually lied to me about the delivery date. Verizon customer service is an oxymoron.
    Worked out OK despite the frustration as I like the Droid better anyway. They gave me $$ credits and a gift card but to tell you the truth if I was paid for every minute I was on hold or transfered to a "manager" I should have been given a $500 credit at least.
     
  10. nickstanley

    nickstanley Well-Known Member

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    Am I the only one who thinks this story is ridiculous?

    Ok you got overnight shipping and they said you would get it Monday. Guess what...Fed Ex/Verizon do not ship on Saturdays. The earliest you would get it would be Monday.

    So they charged you $20. That is partly your fault for not noticing it when you bought it. But guess what...people make mistakes. The fact that you then tried to get a free case out of the deal tells me a lot. Its not like you received a broken phone or that they sent it to a completely different address and still haven't received it yet.

    People make mistakes. If these are your biggest problems in life, you are doing pretty well. Deal with it.
     
  11. potterdood

    potterdood Well-Known Member

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    When I ordered my incredible they told me that I had to have it shipped to the billing address, and you should have ordered online. Not verizons fault, the only thing they owe you is the early upgrade fee back. Enjoy the X, it's a cool phone.
     
  12. redskins1234

    redskins1234 New Member

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    yea i mean i hate to break it to you but, this is basically what just happened to me with my 5th replacement bb tour; my 5th; and I'm still fine with vzn. it's frustrating yea, but at the end of the day i know that a lot of the CSRs and the 'FVE's aren't exactly geniuses. yea it sucks you're going through some crap with this, driving back to the store and all, but if after 10 years, this is the worst thing that's happened and it's made you want to cancel your service, then you've had it pretty good for 10 years...
     
  13. aleis

    aleis Well-Known Member

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    i remember people saying they would skip the X. i said great, more of a chance it will be a quick grab for me! then people said they would wait, i thought "thats not smart" now...i laugh cause i got mine and they dont :D
    told yall!!
     
  14. autocannon

    autocannon Member This Topic's Starter

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    Probably not.
    Actually a co-worker walked in to the store as I was walking out on the 15th. He told me the next day that he had paid for Saturday shipping. He is enjoying his Droid X.
    Thank you for this invigorating kick in the butt. :)
     
  15. mntbighker

    mntbighker Well-Known Member

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    I probably made a mistake yesterday by ordering online. My order status just says "Your order has been processed and will be shipped based on inventory availability and shipping method. You will receive shipment notification and tracking details via email." since yesterday. I hope it isn't a permanent condition. I was hearing 2 day shipping from local stores. Especially the one that told me they had them in stock Friday until I actually drove there. The manager said they were all pre-sold so too bad but all we can do is order you one. And I can't do anything about what one of our in store clowns told you. Bad, bad, bad customer relations. I'm switching from the Incredible.
     
  16. autocannon

    autocannon Member This Topic's Starter

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    Good news!

    My Droid X is at a local Fed Ex distro center and I am picking it up this afternoon after work.
     
  17. aleis

    aleis Well-Known Member

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    bet you`ll never sleep like that again! :D
    congrats!
    im sure it`ll go nice and smooth and you`ll be up all night playing with it like the rest of us!
    but dont...dont mess with that setting for "phone effects" i think its what messed up my phone.
    either way replacement was delivered today anyway :)
    so i`ll be home to a droid x also!!
     
  18. ghdtpdna

    ghdtpdna Well-Known Member

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    In fact, FedEx does do Saturday shipping, if you order before 4pm or something. I have received my package several times.
     
  19. Wolfedude88

    Wolfedude88 Well-Known Member

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    Congrats, hope nothing else goes wrong for you.
     
  20. x0x

    x0x Well-Known Member

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    Glad to hear things worked out in the end.

    After reading this thread and the replies it just confirms that great customer service is the exception and no longer the rule anymore in the retail world. Most people don't expect it or have gotten used to not having it so they are willing to accept getting crappy service. We've done it to ourselves by putting lowest possible price above all else (Generation WalMart) It is what it is, as they say.
     
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  21. tdse

    tdse Well-Known Member

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    I completely agree with xOx. I bought my X online on the 15th, it was delivered the 16th. It died on the 19th. I made the grave mistake of returning it to a Verizon store - who promptly told me that yes, it was dead (hmmm), and I would be sent a replacement. However, it would not be delivered until the 27th.
    I can deal with all of that - even the dead phone. What irritates me is:

    I called VZW today to verify I would receive the phone on the 27th, as I was told in the store. Oh no, it should be shipped by the 27th. Grrr.

    Will I receive overnight shipping (paid for it on my initial order). No.

    And I will be charged $299.99 for the replacement phone until I return the dead phone. Wait - I only paid $199.99 for the initial phone. But because I returned it to a Verizon store, I don't get the "instant rebate" on the replacement. So not only do I have to return the phone to get the credit, but also mail in the rebate to get the $100.00 back that I should have never been charged to start with.

    VZW should take a lesson from Amazon. If you return something, you are not charged for the replacement item, unless you do not return the initial purchase within 30 days.

    Are all these things deal breakers? No. I love the phone. But in the future, I would certainly entertain the possibility of switching carriers. And I have been a VZW customer since they first had service in my area. Close to 15 years now. Apparently that counts for nothing.
     
  22. Deathshead

    Deathshead Well-Known Member

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    [​IMG]
     
  23. ndfan4u

    ndfan4u Well-Known Member

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    Cry me a freaken river, good grief. Guess what, life is a bitch and then you die.:p
     
  24. dequardo

    dequardo Well-Known Member

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    That's a LONG story.
     
  25. ericnail

    ericnail Well-Known Member

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    That's bad and all... but i mean its not THAT bad.
     

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