I just called support, here is what I was told:
Your order will ship March 31st. I mentioned that when I placed the order, the website stated the ship date was 3/11. That was also the date projected out to the media. I said I was never contacted about the delay and saw the news on the internet. She said Verizon has no control over Samsungs shipments. I mentioned the promotion and that we would not be able to get our headsets. She once again said Verizon has no control over Samsungs processes and that the phone should ship March 31st. She kept saying that its because I preordered and preorders ship when they can and get delayed. I feel like I have lost out on the promotion and wont get my phone till April.
I have worked support and can appreciate the amount of volume this may create for the support people. I don't blame them but someone dropped the ball, mainly with communicating the problem and resolution to Verizons customers. Verizon, if your watching, please release a statement internally and to all of us on the status of the phones and promotions. Thank you.
I ordered during the first few minutes early in the morning of on Feb 23 when you could do so. I have been with Verizon for 20 years (since the company was created). So I should be at the front of the fulfillment wait list. When I heard that other carriers were already shipping, I contacted Verizon via chat to see when the actual ship date would be.
On Monday I was told by "Shay C" that their warehouse is already shipping, and I should receive my phone by the end of this week. Online, if I log onto my account, it just shows "Processing" for the order status with no ship date.
This morning, I saw some discussion here that the ship dates are being pushed back to March 31. So I clicked the link in the order confirmation email and see it shows March 31 as the ship date. That ticked me off.
After that, I chatted with another Verizon rep online this morning and she said she is in the same boat herself and will be calling Customer Care during her lunch break to see if they can move up the ship date for her, and she suggested I do the same. She is also worried about missing out on the Gear VR offer.
So I called Verizon on the phone, and this woman told me that her system records for my account show that my phone is shipping by March 11 (and she does not see the March 31 date anywhere). I asked her to check with others. She did. She said she checked with 4 different people and was told that the S7's have NOT started shipping yet, there is no supply problem, and that Verizon plans to honor Samsung's March 11 release date and not ship until then. She also said that Verizon employees get their phones AFTER outside customers, but perhaps the person I chatted with was a contract CS rep and not an emplpoyee..
She said that despite what Shay told me on Monday or what I see online for the shipping status, that my phone will ship next week and I will receive it on Friday, March 11. She said that everything else is unfounded scuttlebutt.
I agree with you there, Verizon is screwing not only their customers but their support staff as well by not providing them with the info necessary to handle these inquiries. What does it say about a company's training and internal communication when CS gives several different answers for the same question?
I pre-ordered the edge in titanium silver on the release day, so reading this post had me worried. I just chatted with CS online and was told that I would still be receiving my phone by the original date of March 11th. I am relieved, but I understand the pain many of you are going through as I myself was getting pretty heated with the prospect of not getting my phone until the 31st and missing out on the gear s2 or vr promo. I hope Verizon makes this issue right by everyone who is getting screwed over.
Yours will also be the 31st. I got on chat as well and they insisted it was the 11th, but online my order says 31st. I kept pushing them to dig deeper, once they got my location code and got a supervisor looking they confirmed its been changed to the 31st.
Well while trying to get to the bottom of it I decided to try and change my order, long story short it got cancelled so I preordered two black ones. I honestly don't care about the color as I will get a case anyway. I preordered for two reasons, because I wanted the phone ASAP, and the promotional S2 watch. Very frustrating and feels like a bait and switch. Hopefully the lesser coveted black edge will ship sooner.
I originally had the Black one ordered right after they went on sale, but after going into BestBuy this weekend, and putting my eyes on the silver Edge, I knew I made the wrong choice. I canceled my black Edge and am now waiting for my silver one (apparently a little longer now).
So within minutes my new order has been updated with an expected ship date of the 11th.
I agree that the silver was amazing looking, but not worth a 3 week wait.
If that's the case I will be highly irritated. I spoke with 2 different individuals who told me I would still be getting mine by the 11th and that if my order was delayed I would receive an e-mail stating so. Looks like I am going to have to dig deeper on this one. I will update when I get to the bottom of things.
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