Bad CS Experience

[ophelan]

My Droid X arrived today. Evidently when I ordered it, I got a 2-year contract instead of 1-year. Not sure whether I screwed up or the site did, but I called them about it that day. The CS rep told me it was already in the shipping/warehouse phase and couldn't be changed, but that I could call them when it arrived to fix it prior to activation. Guess who told me a load of crap?

I call them today, per their instructions, and am told the only way to resolve the situation is to send the phone back, and place a new order. Of course, I would have placed a new order that same day if I had known this to be the case. Does anybody have any suggestions for getting this worked out?

 

[DaRkL3AD3R]

Honestly, that really bites the big one. I'd try to explain to them that you don't want to return the phone, you just want to fix your contract to 1 year without returning the phone. I can't imagine why they would require your phone back in their hands to do this. I mean, really Verizon?

 

[dubge]

keep calling until you get a rep that will take care of it, sometimes it takes a few days to get it done

 

[willymakit]

You should have paid more money for a one year contract. You will have to pay more to them,that would be the only reason I could see they want the phone back.

 

[ophelan]

Yeah, I totally get having to pay more money. That isn't a problem. It just seems to be about the worst possible way to handle the situation. Sending the phone back and ordering a new one doesn't really help either me or Verizon. And I'm especially annoyed since I tried to resolve this immediately upon receiving the order confirmation when the Verizon rep gave me wrong information.

 

[ophelan]

Just wanted to update y'all that I was able to get this straightened out and resolved without any undue trouble. So, all is well!

 

[dubge]

did you call back and talk to someone different? It is funny how some people will go the extra yard and other dont really care

 

[trucksmoveamerica#AC]

With Verizon, it is common to have to call several times to find someone that knows what's going on.

 

[jazz_nh]

Just wanted to update y'all that I was able to get this straightened out and resolved without any undue trouble. So, all is well!

Thats good, but a shame that you had to go through all of that. VZW Customer Service has deteriorated over the past year or so.
I had a nightmare with a shipping address when I ordered my X. As soon as I got the online order notification, I called to fix it and they said they would. Once I got the tracking into... the shipping address was not changed. And I called them again... and was told that all they could do was notify Fedex and no guarantee they would change it... even though it still had not shipped. Three calls later.... they never fixed it. As a result, my already back ordered X that I waited for was then delayed another week by the time it went all around fedex locations.

 

[doctorlove316]

Just wanted to update y'all that I was able to get this straightened out and resolved without any undue trouble. So, all is well!

That's great to hear, but yes it is more than a little annoying that it takes that much just to take care of something that seems so easy.

 

[Jigmeister]

You want CS screw ups? After placing my first order on 8/6, I immediately called CS to confirm because I didn't get an email. No sweat, show's order will ship by 8/23. Called back in a week to check the status - "all is well". Called back 4 days later - "all is well". Called back on 8/23 and was told the order the others had been looking at was NOT for my Droid X but for a stock replacement for my daughters LG. My X was never ordered. Nothing they could do but order another one. Not one of those three idiots bothered to look at the actual order. Re-ordered on the 23rd by phone and still no word. I'll trade you.