by visiting this page.<\/a>]<\/p>\nThat was posted on 29th October. <\/p>\n
After that, I received a query for more information from Verizon\u00e2\u20ac\u2122s Facebook page, and they assured me that they would look into the matter. They also sent yet a third round of shipping labels. Between the three mailings that were supposedly ordered, I got one plastic bag with instructions to use the label provided with my replacement phone (which had already been used, of course), and, finally, a shipping label I could use. As I was out of town for part of the beginning of November, the phone was shipped out November 10th, and received, according to USPS tracking, on November 14th. To date, Verizon has not credited me yet, they still claim that the matter is \u00e2\u20ac\u0153under internal investigation\u00e2\u20ac\u009d, and, while they claim to have put a hold on any collections proceedings and marked the amount as not due, I\u00e2\u20ac\u2122ve received calls and texts from the financial services department at Verizon Wireless asking for payment, in order to \u00e2\u20ac\u0153avoid an interruption of service\u00e2\u20ac\u009d. <\/p>\n
Here is a full transcript of messages between me and Verizon wireless on Facebook:<\/p>\n
As requested, I’m sending a private message. The details of this are posted already, so I need not belabor them. My Verizon mobile number, so you can look at whatever you need to, is (814) 431-0962.
\nOct 29<\/p>\n
Verizon Wireless
\nThanks for the message, Buddy. Yes, I can see the previous posts and I am aware of the issue regarding your iPhone. I’m very eager to review your account. However, it’s protected by a billing system password (not the same one used at My Verizon Online). Please share so I can review further. – Dion
\nOct 29<\/p>\n
Buddy Brannan
\nRight. Hi Dion, Andrea, Jennifer, Alan, and all the ships at sea. It’s [redacted]
\nOct 29<\/p>\n
Verizon Wireless
\nThanks for greeting all of us, Buddy. It’ll just me me this time around. I’m having a look at the equipment history on your account to find the replacement device that you’ve advised was issued through Apple’s inventory. <\/p>\n
I’ve found that there was a replacement device activated on your line in November 2013. What I don’t show is the origin of the device (as being a warranty model). Does that date jibe with your records or was it at some other time? Do you happen to have any documentation from Apple left over from the exchange? – Dion
\nOct 29<\/p>\n
Buddy Brannan
\nThat’s the one, yes. It was definitely under warranty (after all, the 5S was only released in September of last year), and it was replaced under Apple’s expedited replacement. They only charged $29 for the cross shipment. This was handled over the phone with Apple’s support department, and I didn’t have AppleCare, so definitely standard warranty replacement. I don’t think I have anything from Apple on this, but if I do, it’s on another computer.
\nOct 29<\/p>\n
Buddy Brannan
\nI could come up with a payment confirmation from Paypal, but I’m not confident I can come up with any more than that.
\nOct 29<\/p>\n
Buddy Brannan
\nPay dirt!
\nOct 29<\/p>\n
Verizon Wireless
\nThank you for all of these details, Buddy. Just in case, what Apple Store did you visit in order to have your original device replaced? – Nicandro
\nOct 29<\/p>\n
Buddy Brannan
\nNone. There isn’t one here. I called Apple.
\nOct 29<\/p>\n
Buddy Brannan<\/p>\n
AppleCare<\/p>\n
Dear Clyde Brannan,\tRepair ID:
\nD108330606<\/p>\n
We have shipped the replacement IPHONE 5S you requested. Please allow two business days for delivery. <\/p>\n
Courier: FedEx
\nTracking number (active within 24 hours): 582783491141<\/p>\n
Shipping address:
\n1114 W 30TH ST
\nERIE, PENNSYLVANIA 16508-1540
\nUNITED STATES<\/p>\n
To protect your shipment, Apple’s courier won’t deliver your package without obtaining your signature. If you’re not present for the delivery, the courier will return the next business day. <\/p>\n
Identification Numbers of the Original Product
\nSerial Number:\tF17LG13LFNJM
\nIMEI (GSM network):\t357989051615436
\nMEID (CDMA network):\t35798905161543 <\/p>\n
Identification Numbers of the Replacement Product
\nSerial Number:\tF17LF2NUFNJM
\nIMEI (GSM network):\t357989054813012
\nMEID (CDMA network):\t35798905481301 <\/p>\n
Please retain this email as a record that your product’s identification numbers have changed as a result of this service request. <\/p>\n
The replacement product will come with instructions for returning the original to Apple. To avoid being charged a non-return fee, you must return the original so that Apple receives it by 2013-11-29.<\/p>\n
Visit Repair Status to view the current details of your service request. <\/p>\n
Regards,
\nThe AppleCare Team<\/p>\n
Copyright \u00c2\u00a9 2013 Apple Inc. All rights reserved.
\nOct 29<\/p>\n
Buddy Brannan
\nThat was November 15, 2013.
\nOct 29<\/p>\n
Buddy Brannan
\nSorry. I was on a call (work, tech support, just finished). The Email from Apple should have everything you need in it?
\nOct 29<\/p>\n
Verizon Wireless
\nThank you for this information, Buddy. I attempted to reach out to you to provide you these details, but you weren’t available to take my call. I will be submitting a request for escalation regarding the serial number for this device, in order to have it updated in our database. Once I receive confirmation, I will reach out to you to make sure this is all taken care of. Thank you once again. We look forward to getting this resolved for you. – Nicandro
\nOct 29<\/p>\n
Buddy Brannan
\nGreat, thank you. I’m sorry I couldn’t take your call, I was on another call myself.
\nOct 29<\/p>\n
Verizon Wireless
\nNo worries, Buddy. I most definitely understand! The last email excerpt definitely includes all the details I will need for this. Once I hear back\/have a resolution I will reach back out to you. Should hopefully be no more than Five business days. Thank you once again, Buddy. May you have a great evening. – Nicandro
\nOct 29<\/p>\n
Buddy Brannan
\nOK, thanks. Meantime, if I ever get shipping materials, it’s going back post haste. With tracking.
\nOct 29<\/p>\n
Verizon Wireless
\nBuddy, that’s a great idea. We will be speaking with you soon. Have a great night. – Katie
\nOct 29<\/p>\n
Buddy Brannan
\nThanks Katie. And you’re #6. Have a good evening.
\nOct 29<\/p>\n
Buddy Brannan
\nDo you know, this is now officially beyond stupid. Apparently yesterday we received an envelope from Verizon, one presumes that this is what passes for “return shipping materials”. It included a plastic bag to put the phone in, and instructions to use the box that my new phone came in, along with the shipping label included with my new phone. This, of course, is impossible, since that shipping label went back to you when I shipped this phone back the first time and it was returned to me. With no return label. Which the replacement “shipping materials” should have included if anyone had any sense. If I was angry at Verizon Wireless’s corporate incompetence before, rest assured I’m far beyond that now.
\nOct 31<\/p>\n
Verizon Wireless
\nLets clear the air, Buddy! Just to confirm, we did not include a shipping label in the return packaging? I am truly concerned as one should have been sent to you. If not, we can request for another to be shipped out. – Lena
\nOct 31<\/p>\n
Buddy Brannan
\nI’m not sure which batch of return shipping materials this is, as yours would be the third ordfer for them, and this was the first that was received. In the envelope was a letter, as outlined, a plastic bag, and nothing else.
\nAs this has been ongoing for over a month, from my first return of the iPhone 5S to today, you can well understand why I am, to put it mildly, disgusted. And angry. And have zero confidence in a smooth resolution.
\nI believe I asked this on the phone before, but I can’t just take this phone and turn it in at a Verizon store?
\nOct 31<\/p>\n
Verizon Wireless
\nBuddy, we want to restore your confidence in us and resolve this equipment matter right away. You will need to ship that device back to us in the shipping materials that you were provided with. Please retain the tracking number for your records. Once the device is recieved, we will submit an escalated request to ensure that your Edge trade in is accepted. – Lasina
\nOct 31<\/p>\n
Buddy Brannan
\nSeriously. You gotta be kididng me. Have you in fact read this whole exchange? Have you reviewed what’s transpired to this point? You must not have if you sent an inane reply like this. Seriously. Read through the history. This response did absolutely nothing to restore any confidence.
\nOct 31<\/p>\n
Verizon Wireless
\nBuddy, I apologize for my confusion. After reviewing your account, I see that was a follow up placed by a previous representative to ensure that your issue is resolved. However, the notes are very vague. I’d like to take ownership of this matter and further assist you from here. Can I contact you by phone? Do you have a moment to speak with me this afternoon? – Lasina
\nOct 31<\/p>\n
Buddy Brannan
\nYes, but before you do, you’d better read this, so that we’re not covering already covered ground: https:\/\/buddy.brannan.name\/blog\/2014\/10\/dear-verizon-piss-off\/<\/p>\n
[Lasina then called, we discussed the issue, she summarizes.]<\/p>\n
Oct 31<\/p>\n
Verizon Wireless
\nBuddy, thanks for taking the time to speak with me this afternoon. As we discussed, I’ve submitted a request to send you the shipping materials again. It will take 7-10 business days to reach you via U.S. Postal mail. Make sure that you retain the tracking number once you ship the device back to us. I will contact you on November 11, 2014 to follow up with you and submit that request to dissolve that equipment charge on your account. <\/p>\n
Again, I truly apologize for these inconveniences. We take full ownership\/responsibility of this matter and look forward to getting this resolved for you soon. – Lasina
\nOct 31<\/p>\n
Buddy Brannan
\nThank you. I’ll be happy once this is all behind us.
\nOct 31<\/p>\n
Verizon Wireless
\nBuddy, no worries! I got you covered. I’ve already submitted an escalated request to accept the device once it is recieved. I will be submitting another request once I’ve verified that it’s been accepted in our warehouse. Additionally, your account has been noted to ensure that everyone on our end knows exactly what’s going on. <\/p>\n
Please feel free to reach out to us anytime between if you have additional concerns. – Lasina
\nOct 31<\/p>\n
[No contact from Lasina on the previously agreed November 11]<\/p>\n
Buddy Brannan
\nFor Losana: Looks like Verizon received my phone a few days ago. I got the label before I left for a long weekend on the 6th, the phone went out on the 10th, y’all received it Friday the 14th according to the postal service.
\nNov 19<\/p>\n
Buddy Brannan
\nUmm. Make that last for Lasina. Oh dear. I really butchered that, sorry.
\nNov 19<\/p>\n
Verizon Wireless
\nThanks for the reply and the update Buddy! Lasina is not in the office yet. Can I assume that all of your wireless concerns has been addressed now that your phone has been received? If you have any additional questions then please share as we are here to help. – Arnett
\nNov 19<\/p>\n
Buddy Brannan
\nHi…No, you really can’t. It was received last time, too. Please pass on to her, she’ll understand what to do with it. Once I receive my credit properly for the returned phone, then we’ll be resolved, but not before.
\nNov 19<\/p>\n
Verizon Wireless
\nUnderstood. The issue is currently under review. We appreciate your patience. – Yosef
\nNov 19<\/p>\n
Buddy Brannan
\nFor Lasina:
\nNov 25<\/p>\n
Buddy Brannan
\nAhem. Yes. For Lasina: we have a problem. Verizon has, according to the postal service, received the iPhone 5S I shipped back on 14th November. I not only have no acknowledgement of this from Verizon, and not only does my account show a past due amount, but I just got a call from Verizon financial services requesting payment. As I have fulfilled my end of the Edge contract not once but twice, faithfully, and as requested, and Verizon has dropped the ball in processing this *several* times,, beginning with not recognizing a warranty phone replacement, I clearly do not owe the balance of the contract at around $374. Not owing this amount, I also do not intend on paying it. Moreover, any marks on my credit report will be disputed and should be removed, if indeed they such has been filed. I have fulfilled my end of these transactions in good faith and have received hassle and bother in return. While all of the actual people I’ve spoken to have been nothing if not unfailingly polite and helpful, the process has been anything but.
\nNov 25<\/p>\n
Verizon Wireless
\nBuddy, thank you so much for the details. I can understand your concern. We would love to check into this information for you ASAP. Do you by chance have the tracking number for the package that you sent back? If so, can you please provide that number to us. Please keep us posted. – Kevin
\nNov 25<\/p>\n
Buddy Brannan
\n9202090107859993927533<\/p>\n
USPS says:
\ndelivered
\nremoved class name to show expected date on closed state
\nExpected Delivery Day: Thursday, November 13, 2014 tooltip widget\/added Sept27’14Release\/JR <\/p>\n
Product & Tracking Information
\nPostal Product:
\nFirst-Class Mail\u00c2\u00ae
\nFeatures:
\nReturn Service<\/p>\n
DATE & TIME
\nSTATUS OF ITEM
\nLOCATION
\nNovember 14, 2014 , 5:28 am<\/p>\n
Delivered<\/p>\n
FORT WORTH, TX 76190
\nNew Status Summary Panel<\/p>\n
Your item was delivered at 5:28 am on November 14, 2014 in FORT WORTH, TX 76190.
\nNov 25<\/p>\n
Verizon Wireless
\nThank you so much for those details. I did place in a ticket for our warehouse to review this information so we can get these chargers cleared for you. Your ticket number is: 183630. As soon as I hear something back I will make sure to inform you. I have reached out to our financial services department for you as well to place a hold on the account due to the investigation. – Kevin
\nNov 25<\/p>\n
Buddy Brannan
\nNo doubt you’ve seen the previous action on this issue. Thanks.
\nNov 25<\/p>\n
Verizon Wireless
\nYou’re welcome! We will normally hear something back with in 48 to 72 busines hours. But, with the holiday in the mix it may be a little later. Looking forward to getting this taken care of for you. – Kevin
\nNov 25<\/p>\n
Buddy Brannan
\nAgain for Lasina: Verizon has had the iPhone 5S sent in as part of my Edge upgrade, for the second time, since November 14th. As it hasn’t come back to me a second time, I assume this means it’s in process; however, I have received no confirmation of this, and I have also not received an appropriate credit for it on my bill. Instead, I have received a request for payment of a past due amount, followed by a threat (today) of service interruption if the past due amount is not paid. I reiterate: I am not paying the amount you claim I owe on this phone upgrade, as I have fulfilled my end of the contract. Twice. You have not. This ball has been dropped more times than I care to count. This issue has gone unresolved for what is now going over two months. I get apologies. I get assurances. I get no resolution, and I get lots of hassle and inconvenience. I have been very patient. I’m through being patient. Were I as slow to resolve a problem you had with me, I can assure you that Verizon would not be nearly this patient with me, and it would demand immediate resolution. When the shoe’s on the other foot, however, I’m expected to patiently wait for your incompetent systems to work their “magic”. This needs to be resolved. Immediately.
\nDec 6<\/p>\n
[Lindsey called me, assured me that a block was again put on the amount that isn\u00e2\u20ac\u2122t really past due, and I shouldn\u00e2\u20ac\u2122t receive any further communications from financial services. Except I did, about five minutes later, if not less.]<\/p>\n
Buddy Brannan
\nYou will fix this problem immediately. Now. If you an’t, you will escalate it to someone who can. I just got a call from financial services, not five minutes after you assured me I wouldn’t get any such calls. Now, please.
\nDec 6<\/p>\n
Verizon Wireless
\nBuddy, I do apologize about the phone call form Financial Services. The system was not updated for the hold on the account before that call went out. We did make sure that the hold is in place going forward. Again, I apologize for any inconvenience that this may have caused. – Kevin
\nDec 6<\/p>\n
Buddy Brannan
\nI’ve had apologies. I’ve had assurances. I’ve had excuses. I’m done with it. The only thing I want to hear from you is that this problem has been resolved, and that my account is in good standing. That’s it. Make it so. I’m done with everything else.
\nDec 6<\/p>\n
Verizon Wireless
\nBuddy, thank you for speaking with me. Have a wonderful rest of your day. – Lindsey
\nDec 6<\/p>\n
Buddy Brannan
\nOn this coming Sunday, verizon will have my second-time returned phone for one month. A week after that will mark three months of this particular nightmare’s duration. This has gone far beyond ridiculous. Let me draw you a picture. For this to be properly resolved, do I need to file a complaint with the PUC? Do I need to take it to the media? I note here that, even though it is completely irrelevant, I am fairly certain the media would just love a story of “blind mobile phone customer being jerked around by the big mobile phone company”, and, irrelevant as that detail is, the fact of my disability would likely get a lot more attention than it deserves. I can see absolutely no resaon that this problem has gone on as long as it has. This needs to be addressed today. Further payment will be held until this problem is resolved. I’m sure you can understand my position on this.
\nDec 12 at 8:27am<\/p>\n
Verizon Wireless
\nHello again, Buddy. I know that you’ve really been pushed well beyond your limits on this matter. I wish I had more information to share with you, but we are still trying to resolve this matter internally. The investigation remains open at this time. – Dion
\nDec 12 at 11:54am<\/p>\n
Buddy Brannan
\nPlease do not bother to explain the following text, just received:
\nTo avoid interruption of your Verizon Wireless service, please click http:\/\/mobile.vzw.com\/paybill to make a payment or dial #PMT from your handset.VZW FreeMsg.
\nInstead, escalate this issue right now.
\n20 minutes ago<\/p>\n
\u00e2\u20ac\u201dEnd\u00e2\u20ac\u201d<\/p>\n
Thanks,<\/p>\n","protected":false},"excerpt":{"rendered":"
Update: Verizon just called to tell me that, miraculously, they’ve finally worked out that, yes, the phone arrived, and yes, they were able to finally authorize my credit. Of course, I only got apologies for the delay and assurances that, yes, I was correct, there really was no excuse for it taking this long. *Whew* […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[98,99,31,95],"class_list":["post-183","post","type-post","status-publish","format-standard","hentry","category-uncategorized","tag-bureaucracy","tag-incompetence","tag-opinion-2","tag-verizon"],"_links":{"self":[{"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/posts\/183","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/comments?post=183"}],"version-history":[{"count":2,"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/posts\/183\/revisions"}],"predecessor-version":[{"id":185,"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/posts\/183\/revisions\/185"}],"wp:attachment":[{"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/media?parent=183"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/categories?post=183"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/buddy.brannan.name\/blog\/wp-json\/wp\/v2\/tags?post=183"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}