Marquett Smith, the Verizon Regional President for Washington/Baltimore/Virginia has this waiting in his in box this morning: I would like to call your attention to the completely unsatisfactory experience I have recently had with Verizon Wireless. On 12 September, I got up at 3AM to pre-order an iPhone 6 Plus from Verizon, knowing full well that the phone would be in high demand and there would be limited availability at launch. I placed my order on the Verizon Wireless on-line store at 3:20AM. Before I pushed the order button, I checked to ensure the phone I wanted was going to be available for delivery on 19 September. It was, and the confirmation e-mail that followed, confirmed that my new phone would arrive that day. (I’d be happy to share the receipt with you that proves that was the case) A couple times this past week, I went on line to check the status of my order and your web site indicated that my order was being “prepared for shipment.” Last evening, concerned that I had not received any shipping notification, I checked again. This time and without further explanation, my delivery date showed as 7 October. Angry, I immediately called Verizon Customer Service for an explanation. The woman I spoke with was clearly weary from fielding calls from similarly unhappy customers. She suggested that somehow the sequence in which orders were placed is unrelated to the sequence in which they are filled. How can that possibly be the case in the 21st Century? Like it or not, your customers expectations are set by competitors such as amazon who provide real time reconciliation of inventory against orders and then fills them in the order in which they were received. Will I survive this tragedy, yes, but this will permanently affect my relationship with Verizon. When you promise that you will deliver an item by a certain date, we expect you to meet that promise. This is not unreasonable expectation, but Verizon is clearly not up to it. Since I no longer have confidence in Verizon, I have cancelled my pre-order and my business will go elsewhere. Thank you for reading this complaint. I would like to see some tangible results, but I honestly expect to receive a generic palliative email in response. Please surprise me. To paraphrase William Shakespeare, hell hath no fury like a Tedesco scorned.
Posted on: Fri, 19 Sep 2014 10:23:40 +0000
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