After approximately 2.5 years with T-Mobile, we decided to "return home to Verizon."
Had we known what a nightmare this would be, we would have NEVER done so.
On 7/27/15, in a conversation with Chadd Clarke of Verizon Wireless, I ordered 4 Samsung Galaxy S-6s, 64 GB each. I provided Chadd with detailed shipping address - my place of employment, including the name of my company, the exact floor of the building in which we are located (10th), building address etc. On Friday, 7/31/15, on the way home from vacation, I stopped in the office to pick up the phones. Turns out only one package of 2 was in our office, despite fedex tracking indicating that both packages were "delivered." My wife and I spent much of the next 5 -6 hours trying to get to the bottom of this. My wife, with the kind help of the building security manager, visited EVERY mailroom in our 10-story building in a vain attempt to find the package.
At 8:12 pm on 7/31/15, I received a call from a fedex representative. who admitted that fedex delivered the package to the 7th floor, rather than the 10th floor (i.e. it was NOT delivered as addressed). My company is only on the 10th floor, the name of my company and floor were provided to Chadd of Verizon Wireless, and the company on the 7th floor is totally different and unrelated to my employer. The building security night manager promptly reached out to his contact at the company on the 7th floor. The contact promptly confirms that their mailroom has no record of this package and no person by the name of the person that purportedly signed for this package.
I figured that once I shared this information with Verizon Wireless, they would promptly remedy the situation. After all, I provided Verizon Wireless with the proper delivery information (including name of company and floor), Verizon Wireless hired fedex to deliver the package to me per my specific delivery instructions), and fedex admitted they delivered it to the wrong floor. I also obtained a copy of the building's delivery sign-in log, which confirm that at the time in question there was only a delivery to the 7th floor, not the 10th floor.
BOY WAS I WRONG. I will not bother with all the details of my countless hours on the phone with Verizon Wireless and fedex, nor will I use this forum to name all the names of the people I dealt with. The bottom line is that despite hearing from FEDEX directly that the 2 phones were delivered to the wrong floor, the Verizon Wireless reps essentially told me the burden was on me to file a claim with fedex. For context, a few reps were kind enough to put me on hold while they called fedex directly to verify everything I have said. In pointing out the absurdity of this to one of the Verizon reps, I said this is the equivalent of a customer whose payment check gets lost in the mail telling Verizon to file a claim against the post office. The Verizon rep lost all credibility when he said that Verizon often does this.
So the phones were NEVER properly delivered to company, floor and address specified by me. The carrier hired by Verizon Wireless, Fedex ground, admits it was not properly delivered (and, curiously, cannot find the actual signature of the person that purportedly signed for it). Fedex will admit this to anyone that calls them with the tracking number and/or case information.
We are now paying for two carriers simultaneously (T-Mobile and Verizon), and we are in danger of losing some or all of the $600 of rebates - $200 for porting numbers and $400 for trading in old phones within a specific period of time.
Ultimately, my goal is to have the issue resolved promptly and fairly, so I filed a claim with fedex (but reserve my rights against Verizon Wireless). I learned that its almost impossible to file a claim for the would-be recipient. It's not exactly easy to find the EXACT ship from address and telephone number of the shipper - New Breed on Citation Drive in Memphis?. I also have no way to supply a "Photocopy of FedEx Airbill and/or FedEx Ship Manager printout and/or FedEx Ground Pickup-Record."
Verizon Wireless, you may or may not make this discussion visible on your website, but that's OK. Since you have made the simple task of getting Verizon Wireless to comply with its obligation to deliver these two phones in accordance with the delivery instructions a full time job for me, I will be reaching out to every consumer protection agency and will using other lawful methods to get proper recourse. This is not a situation with ANY factual ambiguity, yet Verizon Wireless refuses to do the right thing. There is no reasonable rationale for Verizon Wireless to behave in this manner. Verizon Wireless also added insult to injury - all but one of the representatives who promised that they or their supervisor would call me promptly NEVER bothered to call, and the few who gave me contact telephone numbers and extensions never bothered to share the fact that they cannot receive incoming calls. My hunch is that the Verizon Wireless representatives all read from the exact same hymnal, the one that says something to the effect of "if fedex tracking indicated 'delivered," it is the customer's problem." Perhaps that policy makes sense in many circumstances - BUT NOT IN CIRCUMSTANCES WHERE FEDEX ADMITS TO ANYONE WHO ASKS THAT THE PACKAGE IN QUESTION WAS NOT DELIVERED AS ADDRESSED. The same fedex delivery person who mis-delivered the package in the first place.is likely responsible for triggering the "delivered" information on fedex tracking, and fedex ADMITS it was not delivered as addressed! Verizon Wireless employees have also admitted hearing this information directly from Fedex, but, sad to say, they refuse to let reality get in the way.
Prospective Verizon Customers - you have been warned.
