Verizon

Verizon,
I wanted to wish you a Happy Holiday and thank you for making this an incredibly frustrating and disappointing Christmas for me. I’m visiting family for the holidays and I was fortunate enough to receive some money to put towards a new iPhone. I signed onto the Verizon website Christmas evening and went to order my new phone. To my surprise, the iPhone was available for guaranteed delivery on Friday the 26th by 10:30am if I paid an extra $15. The free shipping option had a delivery date of Monday, 12/29. I am flying out of town on Saturday, so I went with the expedited shipping option.

To my disappointment, the phone wasn’t here this morning. I called FedEx and they said it would be impossible to deliver my phone on the 26th. They also said Verizon didn’t pay the extra fee for Saturday delivery, so I won’t be getting my phone until Monday. Why did Verizon guarantee a Friday delivery if it’s not possible? Why wouldn’t Verizon order Saturday delivery if I paid for your most expensive overnight shipping option?

I chatted with an agent who wasn’t able to do anything about my delivery date. The agent suggested I call and cancel my order and pick up from a store instead. I attempted to order the phone from an Apple Store that actually had the phone in stock, but was told I was not eligible for upgrade for another 2 years. I called Verizon again and the phone agent said my upgrade date would be restored as soon as I cancelled my order, so I went ahead and canceled. Unfortunately, my upgrade date was not reset and I am still unable to order a phone. I called Verizon again, only to be told that my order had already been picked up and that my upgrade date won’t be restored until the phone is returned by FedEx. Your agent thought FedEx wouldn’t be returning the phone until next week.

Instead of playing with my new phone this morning, I’ve been spending many frustrating hours talking with Verizon support. I am incredibly disappointed with the incorrect information and lack of support I have been provided throughout this process. If the delivery date would have been accurate, I would have shipped it to my home address so it would be there when I arrived. If your agent would have correctly told me my upgrade date wouldn’t have been restored, I would have just had the package forwarded to my final address instead of canceling my order.

Since your agent said I can’t do anything until FedEx brings the package back, it sounds like I’m out of luck and won’t be getting a new phone for the holidays. I’m really hoping this post may find its way to someone who can finally help resolve my issue.