Online customer service

Not sure if this is the right forum for this, but I have to pose a question.
If online support can't make basic changes to customers accounts then how are they supposed to "support" the account?
The definition of support being "To provide for or maintain." Giving someone the task of supporting while robbing them of the tools they need to do their job is like giving soldiers a rifle with no bullets.
Now I understand red is the favorite color of verizon, but there is no reason to go that far my technical comrads.
Also, support over the phone, dear lord, it takes so long for them to pull up things in the system that my leg fell asleep waiting... 2 months to do a simple change on my account, and it's still in progress.
You need a decent ticket management system, need to learn about distributed database technologies, and build out some process flow if you are going to run a company.
I am saddened and deeply concerned at the technical flow within' the support and account managment side of verizon, thank god the internet service hasn't seemed to suffer from the same problems so far.

That depends on what you are referring to as a "basic change" - Tech Support cannot make any changes to your billing, whether over the phone or via chat. They do have several other tools available to help, but if you are trying to change anything related to billing, online chat (tech support) is the wrong department.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.
"All knowledge is worth having."

Similar Messages

Do you have online customer service?

I like to talk with someone online regarding to my quetion. I remember I did before.
would you please let me know where is the window or button which I can find the online consultant?
Thx
Sky

Please file here: contact customer service
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I recommend that you always run the latest Skype version: Windows & Mac
If my advice helped to fix your issue please mark it as a solution to help others.
Please note that I generally don't respond to unsolicited Private Messages. Thank you.

Terrible Online & Customer Service Purchase Experience!

Tried to purchase a cell phone online and everything appeared ok. I received the email letting me know the purchase was complete, I then received a 2nd email stating,"We're sorry, but an item on your order placed on July 11, 2014 has been canceled because we were unable to verify your information."
I called the number listed in the email to find out why this occurred and the gentleman I spoke to advised me that he does not have access to that information and would put a request in for someone to get back to me. I asked him how long that would take and he advised me 2-3 weeks!
I hung up with him and called to place the order with a customer service representative instead of using the website. I even used a different credit card just in case. Well, guess what? Exact same scenario happened again!
I finally completed my purchase by visiting the store the following day and used the same credit card that I used the night before.
This is totally unacceptable and Best Buy should be ashamed that they denying customer purchases and unable to tell them the reason why!

Greetings newmex999-
Welcome to the Best Buy Forums!
Our hope is that everyone who places an order through BestBuy.com has a terrific experience all the way from placing the order to when they receive it and beyond. I am truly sorry to hear that your particular experiences did not live up to this expectation.
Generally, when you place an order, you will receive an email confirming that we have received your order, but this is not a confirmation that it will be completed. Usually when we cancel an order due to being “unable to confirm your information” it is because something in your order information is not matching up. This could be anything from a misspelling in your billing and shipping information to the billing address on your BestBuy.com account not matching the billing address on your credit card.
To get more specific information, our agents would need to have your case reviewed with our support team, which can generally take about 5-7 business days. I apologize if the agent exaggerated that it would take 2-3 weeks. I would recommend that should you choose to place an order again with us in the future, you look over your information to make sure that everything is correct. This should hopefully eliminate any issues; you can also review our Conditions of Use for BestBuy.com here.
I’m glad to hear that you were able to make the purchase through one of our stores and again, I apologize for any inconvenience that this caused you.
Thanks for connecting with us.
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

Does Great Quality Sony Customer Service Exist?

I recently discovered that the number "877-865-7669" eventually gave me access to a Sony human representative who had aspirations of becoming a robot as characterized by her impersonal demeanor. I attempted to return and obtain a refund for a travel battery charger for my a6000 camera. I had ordered the wrong charger from the Sony Store Website by making the mistake of ordering for the "M" series instead of the "W" series. Apparently, when first looking at my a6000 battery, I read it as an "M" and not a "W". I contacted the aforementioned callback and was told by the representative that I had exceeded the "30 day" return policy and there was no chance of a refund. She advised me to sell it online. I requested to speak with her supervisor and after being on hold for approximately 10 minutes, she informed me that no supervisor was available and to address this matter with the Sony online customer service feedback department. She also told me that her supervisor, if available, would only affirm her contention that I was not getting any refund because that was their policy. I mentioned the "Spirit of the Law vs. The Letter of the Law". The representative clearly did not understand this concept and adhered to her cloak of rigid policies and passing the buck ("Just go online for Customer Service" as opposed to giving the best contact info). Note: My packing invoice reads, "return most items within 30 days of ship date" I've previously ordered several items from Sony with the intention of ordering some higher priced lenses. Now I'm seeking other resources.

Hi RetiredGuy, I sent a private message regarding your concern. Thanks.
- Charlie

Dealing with customer services!!!

Anyone had the delight of trying to deal with ADOBES online customer service team?
opening an issue on June 1st with one or two responses, that had completely mis-read my issue. They finally got around to answering (again) this morning!!!
With the answer 'You should try the many Adobe help forums around the world...don't worry these are free'
The question was, if Photoshop CS2 is incompatible with VISTA HOME, how would I be able to purchase Photoshop CS4 upgrade?
One of the answers they gave me was that I only have DREAMWEAVER!! Well no I don't!!!!
And having already asked the question on a few forums, as to whether photoshop CS2 is compatible the answer was no...I am therefore spending the day writing this on all forums I can find.... Because I am certainly not going to get any help from ADOBE.....who are the producers of this software and if the best they can come up with is to go to forums, run by other people than themselves...well what a state that comapny must be in.
If they don't know why their software is incompatible!!!!!!! Reminds me of baths and inability to run one!!!

Yeah,
I chatted with a rep. online...
This was my question:
where do I submit my educational form?
Answer:
So you want the link for the educational store,
Sure right here! *Link*
And yeah....
I thought that was messed.
I dont even bother with emailing them!
It took them two months to answer
one question.

How and where to file complaint against Verizon's customer service?

I hate it that I had no one to give my business to other than Verizon in my area.
I've had Verizon in early 2000s when FiOS was first available in my area, but the speed sucks so I was better off switching back to dial-up.
Many years have passed so I thought I would try Verizon again as I've heard good things about them. I signed up for the bundle service in 2012, and it's been an internet living hell when you're paying $140 every month and had to struggle daily to get connected onto the slow internet that takes 3minutes to load Google search page if you're lucky (my plan is 50/25).
I've had no internet connectivity on the 2nd floor of my house and I've contacted Verizon many times about it.
First time I'm told the router they provided could cover 100K range, so the problem might be the internet speed. I naively believed them and upgraded my service and got myself locked for another 2year nightmare.
Second time I contacted them I'm told their router could only provide good connectivity if you're within 20ft range. Intersting enough the tech who first installed the modem placed it at the farthest corner of the home that's tucked away from the rest of the house. I already told him that the internet sucked when I had Verizon FiOS when it first came out, but he said let's try place it there. So I think it's only reasonable to have Verizon to send someone to check and see if relocating the modem would solve my problem. The rep told me that can be done at a $154.98 service fees, all the same time does not guarantee that the internet issue will be fixed.
The online customer service person I spoke to has shown no regards on HELPING me to SOLVE the problem; she sounded like she just wants to set up an appointment, collect the service fees, and be done with me. This is not the kind of customer service I expect from a respected carrier. I'm just a frustrated user who wishes the service provider could provide some kind of assistant on helping me utilizing their product. The customer service reps I spoke to has reflected poorly on Verizon, and it certainly tells me you guys don't care about your customers since I'm already trapped in a crappy contract, which you'll get the monthly fee or the termination fees, one way or another. Also, your reps are giving out conflicting and false information. And I'm left on my own to figure out a way to deal with this internet mess. I will be an advocate on the bad experience I've had with Verizon, and as soon as other companies start offering high speed internet in my area, I'll switch in a heartbeat and encourage all my neighbors and friends to give their business to someone who might care a little bit more about their customers.

I feel your pain. That is why we left them ............could not stand the poor customer service either. By the way, we have netflix. Although we had the step up internet connection, netflix was frequently buffering, ot the point that it was not watchable. When we switched over to a known long island competitor, netflix operated like a rocket. So that means I was paying for faster internet connection and getting much less than I paid for.
Good luck.

Package Lost/Stolen, Customer Service Reps unhelpful

Ok, long story short this is what happened:
March 19 - Place an online order to be delivered at my home the next day.
March 20 - UPS tracking number shows package has been delivered with a note "Left on Porch". However my package is nowhere to be found. I checked with my neighbors and they know nothing about it. So either UPS lost it, or someone followed the truck and swiped it off my doorstep.
March 21 - Contact BestBuy.com online customer service, explaining my predicament, and a rep named "Patrice" replies saying to wait at least 24 hours before anything can be done.
March 23 - A UPS rep called me and verified that I in-fact did not receive my package. This must be when BestBuy initated its tracer.
March 24 - I follow up with BestBuy and a rep named "Carimfe" says to allow 5-8 business days for UPS to finish their investigation, and in the even that my package is not found, it would take BestBuy another 3-5 days to process a refund.
April 3 - I follow up again with BestBuy, and they are only apologetic, but not very helpful. I receive an email reply on
April 6 - and a rep by the name of "Yvonne" blankly responds with essentially: "I have contacted UPS and they have confirmed it was delivered to your address" Great. That's REAL helpful. It's like we took 5 steps back and are starting this all over again.
I am trying to be patient with BestBuy, but seriously, are these reps even following our email conversations? I've been replied to by 4 different reps, one of which I haven't mentioned since that rep basically told me nothing useful.
I contacted UPS and they turned me around and basically said "talk to BestBuy, they are the shipper and are the ones responsible for initiating any claims" and so we're back at Square one.
I really don't have time to call BestBuy, I work at a hospital and I am not home during the day. And I also want to have all correspondence written so as to provide some sort of evidence for future use.
I really, really, really don't want to have to call my CC provider and issue a chargeback as that's another bunch of hoops to jump through.
This is my last attempt at obtaining some type of resolution from BestBuy, so I hope you folk are more helpful than some of the reps that I have been emailing.
Thank you,
John

Hello John,
I apologize if we haven’t been able to provide you concrete answers as to what may have happened with your Nikon camera, and if we’ve been less than clear about the necessary steps we take when an online order is reportedly missing. From personal experience, I know how rare it is have an item lost in the mail, but it can be incredibly upsetting to try to locate a missing online order. I’m truly sorry for frustration you may have endured while trying to figure this out on your own.
When an online order is reported to us a missing, we should be contacting the mail carrier associated with your purchase (UPS in your case) to see if we might open a late/lost claim for it. This claim can take up to 8 days to conclude, and once they contact us with their findings, we should be connecting with you to discuss our next steps. After reading through the notes associated with your Best Buy account and the order number in question, it seems UPS made the determination that the item was successfully delivered to your home. As such, we’d be unable to provide you a refund or a reshipment of your order as requested.
I recognize this may not be the outcome you were hoping for; however, you may still have options available to you. If you believe the item was stolen from your porch, I’d suggest contacting your local authorities to file a police report. Additionally, your issuing bank may be able to provide further assistance from here.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

BEST BUY ONLINE NEEDS SOME HELP AND CUSTOMER SERVICE NEEDS TO BE HELPFUL

After having just spent an hour trying to order something that the website says was in stock, and then finding it really wasn't available, it became obvious to me that Best Buy online leaves something to be desired. It seems like a classic bait and switch. Get people to the website with a low priced "deal", only to find it isn't available, however a more expensive version is available.
So, I call customer service. I get someone who assures me the order will go through, provide my credit card, redeem my points, and only to find it would not work after all, as it didn't for me. So I ask for a supervisor. And I get someone who says "I don't know" and has no answers except that this is the way it is. To add salt to the wound, he announces that unlocked phones cannot be ordered via telephone. When asked why the rep didn't know that, yes, another "I don't know".
As a Best Buy customer who spends way too much money at Best Buy, I find this entire situation unacceptable. As they say, vote with your feet, I will be exploring other stores to spend my money at. A website that says something is available, and then isn't, simply is bad business. And customer service who can only say "I don't know" isn't really customer service at all.
A "out of the box" idea would be to listen to what I'm saying, and fix it; this isn't the first time this has happened. Simply saying "I don't know" is only irritating customers who are trying to buy things from Best Buy. I am so frustrated with the situation and I assure you I will look elsewhere for future needs/wants.

Hello User269123,
I apologize for the lengthy delay in responding to you. While we try to reply to all customer service issues posted on the forum within 3 to 5 business days, we don’t usually receive requests for assistance through our IdeaX board. In the future, please make sure that you are posting any customer service related issues to the Customer Service boards to ensure a timely response.
Having said that, I pulled up your account via the email address attached to your forum profile to properly document your ideas to make sure we take advantage of the feedback you’ve offered. I was glad to see your concerns reached Dan on our executive support team and that he was able to address your case in a timely manner.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Better Customer Service, More Uniform System Online and by Phone

My Story:
All of my problems started off with such a simple mistake: the street name for my new house wasn't updated in the Verizon system. I'm a stickler for things being done right, so when I can I fill out forms online rather than over the phone so I can verify that everything has been done correct. I also chose to do self installation. I understand the reasons for only shipping to the address listed as the primary service address, but when the address is incorrect what can I do? The postal service stopped delivering to the street name Verizon presented so it was no surprise when our packages were rejected and sent back.
At this point, if I wanted my services enabled in the near future, I needed to get a local Verizon representative involved. I was told the only way I could fix it was to cancel my self install order and have them setup a new order under a Verizon install. I was ensured that the order would be done exactly as I had it, but I have had to call support at least twice a month since we setup the new order. We had to wait a week for the serviceman to show up, and he said he only had internet on his order, no TV. After several phone calls they found the mistake and setup another appointment for TV, also a week out. Then the bills started coming in. They charged us for the time that passed since my first order (which had been canceled) so I was charged for a period when I didn't have any Verizon services. Then the bundle discounts weren't being applied. Another call fixed this. I also took advantage of a promotional discount to combine my Fios and Verizon Wireless bill and receive another discount for doing that. This never went through. I kept calling and they told me to wait another billing cycle for it to become active. Never happened. I called again and finally someone told me this was never listed on my order (the second one) and the promotion was no longer offered so there was nothing they could do.
My Request
I have never had such horrible customer service and it's only further encouraged me not to trust service representatives. It should be just as easy to pick up a phone and place an order as it is to make the order online. Furthermore, if I place an order with discounts that expired the next day, I shouldn't have to lose them when I call the next week to complain that my packages never arrived. It wasn't my fault, and then to have service representatives tell me to be patient, it'll get fixed with time and then finally be told it's too late to fix it. That's cheating the customer. I expected better when I switched to Verizon.

Hi hystericallyme,
We haven't yet heard from you on your Private Support case.
As always, feel free to make a new post, so we can be sure to look into your issue and may work towards a resolution.
Thanks,
Ali Adam

How can i cancel order from HONG KONG apple Online Store? i tried to call the customer service hotline in 1/11/2013 (3pm to 6pm) and no any apple specialist reply and answer me? How can i do now ? Pay for useless????

How can i cancel order from HONG KONG apple Online Store? i tried to call the customer service hotline in 1/11/2013 (3pm to 6pm) and no any apple specialists reply and answer me? How can i do now ? Pay for useless?

You may also be able to access https://store.apple.com/ in Safari, log into your account, and review recent purchases (and cancel any that haven't shipped yet).

Is there an online chat with customer service.

is there an online chat with customer service on the verizon site.

This does NOT work! It only gives you so-called information but does NOT connect you to a service rep/live operator/whatever you want to call it! I was "lucky" enough to somehow get connect with someone and then got disconnected just as it looked like we were getting somewhere. I've been trying for the last 15 minutes or so to get reconnected, with absolutely no luck. I can't call in for help since I need to be pressing buttons on my phone as I get info from the tech support person. Here is the transcript of our "conversation:"
>> chat transcript removed to comply with the Verizon Wireless Terms of Service <<
It was at this point that we got disconnected! This site is worthless, as is the advice I've gotten every time I've ever had to get help at the Verizon stores.
Message was edited by: Verizon Moderator

Customer services + Online shop

What do you have to do to get a response from customer services?
So far spent over an hour in the last two days on hold - only to get nowhere....
I'm trying to find out where the N800 I ordered on Thursday (shipped Friday by express delivery) has got to. I can't even get a tracking number...
Getting very annoyed with the poor service

13:44 dialed CS, 30 minutes later... still holding. This is beyond pathetic...
Make that 40 minutes.
Err strangely enough: Nokia
That's why I posted on this forum...Message Edited by arimus_uk on 11-Dec-200702:23 PM

Customer service - Online chat (anyone know what happened to it)?

Because I don't think it is healthy for me to call Adobe support any longer (bottling up anger, frustration, rage, etc... is dangerous for one's health). Actually, I am usually a calm/jovial person, that is, until I began this Captivate 4/Connect Pro project. But after the last few tech 'support' calls to Adobe, I am worried that this faking politeness may be affecting my health.
Anyhow, I thought I would try out my luck with the Adobe chat system. I have had successes in the past with this service. Unfortunately, I noticed that for the longest time, the chat system has been unavailable with the message:
OUR CUSTOMER SERVICE SPECIALISTS ARE OFFLINE NOW. PLEASE TRY AGAIN LATER.
Does anyone know the status of this service?
In case you did not know, it is (was) available as a link here: http://www.adobe.com/aboutadobe/contact.html

Hello Shawn,
I do not think this is a CP-question. Please
Lilybiri

I am having an issue regarding a placed order via customer service department

I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
I explained everything I had been dealing with to Cory ID # V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

Online customer service

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