Verizon, can you help me with my Edge Program order?

Question

At the beginning of March, I ordered a new Motorola Ultra for my wife via the Edge Program.  Her Samsung Stellar has been giving her problems and we decided to upgrade her phone.
On March 10, 2014, we received an email stating that the phone had shipped.  On March 12, 2014 we received notice that FedEx had the phone and that it was available for pick-up at the terminal here in Columbus, Ohio. Upon arrival at the FedEx terminal that evening, my wife was informed that the package was severely damaged and that it would probably be best to refuse delivery which she did.
The following day, I contacted Verizon customer service to inquire what was needed on my end to get another phone.  I was told at that time that nothing was needed and that upon receipt of the damaged package and phone that Verizon would ship a new phone.
FedEx shows that Verizon received the damaged package on March 18, 2014.  We waited and no new phone was delivered and we did not receive an email stating that one had been shipped.
On March 23, 2014, I contacted Verizon customer service and was told by the representative that she would enter a “ticket” to try and expedite the new phone being sent.  She said the phone may not have been checked in yet and that might be causing the delay.  She commented about entering a new order for the phone.  This representative assured me that the new phone would be shipped by Wednesday or Thursday of that week (March 26 or 27). We waited and received no new email indicating the phone had been shipped.
On Friday, March 28, 2014, I again contacted customer service and was initially informed by the representative that it did not appear the damaged package (phone) had been received by Verizon.  Upon checking, she found that it had been received but surmised it had not been “checked in.”  She then transferred me to Technical Assistance to see if they could find the status of the returned phone.  I spoke with this gentleman who ultimately informed me that when my wife refused delivery of the damaged package (phone) that that contract was nullified and that a new contract was needed.  He said that it appeared that a new contract had been initiated but that the terms had yet to be agreed to and finalized.  He informed me that I would need to go online that evening and resubmit a new order for a phone under the “Edge Program” and agree to the terms.  He also told me that he would call at 8:15 p.m. that night to assist me with this order.  This person never called as promised.
On Sunday, March 30, 2014, I again attempted to place a new order for the Motorola Ultra to replace my wife’s phone.  I found that there was an “Edge Program Agreement” already in place for this number even though I had never taken possession of the new phone.  I again contacted customer service and after some lengthy conversation was assured the “Edge Agreement” would be removed on Monday, March 31, 2014.  Also, that after that time, I would be able to enter a new phone order to replace my wife’s Samsung phone.  This person said that it takes 7-10 days for Verizon to check-in the returned phone and that that was Verizon policy.  She apologized for the previous erroneous information from the other customer service representatives and that she was following policy.  Needless to say I was neither happy nor convinced.  I was somewhat amazed when, at the end of our conversation, she actually asked me if I was satisfied with the customer service I had received.  I found this exceptionally inappropriate considering the circumstances.  This told me she was only following a “script” in her dealing with customers.
On March 31, 2014, around 7:00 p.m., I checked my Verizon account online in an attempt to again order a new phone.  The Edge Agreement is still attached to the number of the phone I am trying to replace.
My information is as follows:
Daniel
Private info removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

Answer 1

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