Incorrect order

[jaygodch]

Timeline:

11/15/15 - cancelled my cellular access for old ipad2 - no longer needed - will plan on replacing device with WiFi only version.  No problem.  Kept my other two smartphones.

11/16/15 - got an unsolicited call from Verizon Wireless customer retention - (WinBack).  Offered $5/month line access for the cancelled cellular tablet line, plus $25 bill credit, plus $529 64 GB ipad Air 2.  I accepted offer as that is only a little more than I was planning to acquire the new WiFi only device ($499) on Black Friday from Best Buy. This can be confirmed by recorded conversation.

- subsequently transferred to confirmation specialist... I had her (Laura?) call me back directly on my cell as I had to leave home. This is where flags went up.  Price on the 64 GB ipad Air 2 went down to $429... I repeatedly verbally confirmed that I was to receive the 64 GB tablet. Again, this can be confirmed on audio files since all calls are recorded for QA and training purposes.

- She transferred me to the automated line for acceptance of terms and conditions.  No problems there.

- Got receipts e-mailed to me and looked online and sure enough... The 16 GB tablet is incorrectly listed on receipts and online under orders.  Ugh!

- Called VZ back at customer service and finally got a live agent.  This agent confirmed that the 64 GB tablet was ordered despite what was listed online and in my receipts.  Audio recordings can confirm.

- Got to my PC at work and decided to try a chat agent.  Again, this agent (something like Joelc) confirmed that I had indeed ordered the 64 GB tablet.  Said I would get a new receipt after the chat and I also requested a chat transcript.  Received nothing by e-mail during the next 2 hours. Please check chat transcript for confirmation.

- Tried chat again - got Erika - she also confirmed that I had ordered the 64 GB tablet but said I needed to accept terms and conditions (which I HAD already done).  She couldn't provide a direct link to do so, but provided a phone number and directed me to call that number while still on the chat. She asked to terminate the chat because, for some reason...

- A LIVE agent picked up (Devin) and we literally spent over an hour on the line.  He was the first one to admit to me that I requested a 64 GB tablet (noted all over my account) but whoever put in the order put in the 16 GB version.  Unfortunately the 16 GB had already shipped so he arranged for me to exchange (without any restocking charges) for the 64 GB version at a local VZ store.

I won't receive the shipment until Wednesday but need to make sure that either the $429 or max $529 price for the 64 GB ipad Air 2 will be honored.  If that is not the case, I want to cancel the entire order and forget that this nightmare ever existed.  As a Verizon customer since 2004, if I can't resolve this easily, I'm to the point of cancelling my ENTIRE VZ account and moving on to Sprint or AT&T - especially if they try to charge the restocking fee or early termination fee for the tablet cellular line I attempted to upgrade with the offer of the retention (winback) agent.

This has caused way too much frustration and loss of time. Irony is that I'm now closer to leaving Verizon than ever before as it wasn't even a consideration before today.

The QA audio tapes should be golden in this case.  Amazing how incompetent some of these people can be.

Sincerely,

Frustrated.