How long do you think for shipment?

[stanz0r]

I said they're useless because they're useless. I'm not saying that they themselves as people are useless, but that calling Verizon for information about your Droid X shipment is useless because the reps don't know/won't admit anything (thereby making them useless).

I understood what you meant, but read what I mentioned about customer service. I'm just explaining how a call center works and why they seem clueless.

They won't admit anything other than what they're told. Give a customer wrong information about shipping, in this example, and then the complaint calls come in when whatever was promised doesn't happen. Generally companies give credits, free stuff, etc. in order to placate an irate customer. That means less money in Verizon's pockets. It can also mean that the rep loses their job as well.

For all we know the reps may not know anything because they don't have access to the information regarding inventory, warehouses, etc..

 

[Quintessence]

For all we know the reps may not know anything because they don't have access to the information regarding inventory, warehouses, etc..

But surely someone there has to know, or is able to find out. If the infrastructure is that disconnected, then that is a disservice to both the consumer: trying to find the information, and the employee: trying to help the customer.

 

[itsnotashley]

I understood what you meant, but read what I mentioned about customer service. I'm just explaining how a call center works and why they seem clueless.

They won't admit anything other than what they're told. Give a customer wrong information about shipping, in this example, and then the complaint calls come in when whatever was promised doesn't happen. Generally companies give credits, free stuff, etc. in order to placate an irate customer. That means less money in Verizon's pockets. It can also mean that the rep loses their job as well.

For all we know the reps may not know anything because they don't have access to the information regarding inventory, warehouses, etc..

I did read and do understand what you wrote. My point is simply that the reps cannot tell you anything useful, making them useless. Useless for our purposes, at least.

I get that the reps are not necessarily incompetent. Maybe they don't really know. Maybe they know but they can't say anything because they'll get fired.

It doesn't matter, though. In the end, by not being able to give us relevant information, they are being useless.

 

[Member112085]

I broke down and called again yesterday, and I asked about the method behind the madness with the shipping. Not sure how true it is, but the explanation I got, at least for phone orders, was that when I called customer service, the call can go to any one of several service centers in different areas. That center corresponds with a particular warehouse where the orders will ship from. I was told that mine went through a west coast call center, and a west coast warehouse was going to ship the phone. So I guess I'm in the same boat with you west coast folks (I'm in VA) and will get my phone on the originally scheduled date. Disappointing, but as several have mentioned on here....as long as it gets here when it was promised, we really have no reason to complain.

 

[dlaxman31]

I broke down and called again yesterday, and I asked about the method behind the madness with the shipping. Not sure how true it is, but the explanation I got, at least for phone orders, was that when I called customer service, the call can go to any one of several service centers in different areas. That center corresponds with a particular warehouse where the orders will ship from. I was told that mine went through a west coast call center, and a west coast warehouse was going to ship the phone. So I guess I'm in the same boat with you west coast folks (I'm in VA) and will get my phone on the originally scheduled date. Disappointing, but as several have mentioned on here....as long as it gets here when it was promised, we really have no reason to complain.

So as I have sat back and remained silent during this whole back and forth how Verizon isn't helping this and that. I agree 100% with this. When was the "shipped by" date when you ordered the phone. If you are outside of that window then yes you have a reason to complain but Verizon is acting like any other company and working as best as they can.

I agree like everyone else that I'm impatient as everyone else but jesus its just a phone.

 

[QDTphotog]

I live in Richmond Va. Placed my order on the morning of the 12th. Got my tracking info this morning with delivery tomorrow.

So the "myth" that East coast orders get shipped faster is true. Similar to "lemlers", I live in VA (near DC). My order was placed on 8/12 night, and my shipment notification just came in at 7:42am this morning (8/19). It's a 2 day delivery service so it looks like I still have to wait through the weekend to get my hand on my first smartphone. Unless it miraculously shows up tomorrow (please...please...please)

 

[graydragon2]

Dont' know about the myth or not. I ordered on the 11th and have yet to hear anything. Maybe today or tommorow.Today...today...today....oh well, it will get here eventually.

 

[qetuop]

I am on the east coast (Maryland). I ordered on the 11th was told it would ship by the 26th. Got a shipping notification on the 17th (2-day shipping). And got it on the 18th, in a box 3 times the droids box size with no packaging.

So far nothing appears broken but that's kind of disappointing.

I had to end up having Fedex hold it after a failed delivery attempt and go pick it up. I don't know if you can call them and have this done without one attempt.

 

[jgreen0227]

I didn't even get a manual in my box....this happen to anyone else?

 

[socalrailroader]

I am on the east coast (Maryland). I ordered on the 11th was told it would ship by the 26th. Got a shipping notification on the 17th (2-day shipping). And got it on the 18th, in a box 3 times the droids box size with no packaging.

So far nothing appears broken but that's kind of disappointing.

I had to end up having Fedex hold it after a failed delivery attempt and go pick it up. I don't know if you can call them and have this done without one attempt.

You can always leave a note authorizing them to leave it, or you can call up FedEx and request it. I have done it here several times. As for picking it up before a delivery attempt has been made, I've done that too a few times here.

 

[graydragon2]

You will have to order the manual from motorola if you want a paper manual. It is free, all you have to do is register on there site. I have a manual already, just no X to use it with.

 

[QDTphotog]

There's a pdf version of the manual online here if you need it right away and want to save some trees.

 

[gunderda]

I would like to know about this as well. I've heard a few reports here and there about people having their property delivered via UPS instead of FedEx. I don't think this is a bad thing at all if it's true. I just find it odd and surprising.

yea i dont' think it's a bad thing either, i was just curious. are there parts of the country where fed ex doesn't deliver so then they have to deliver by ups?? just thought it was odd that ups just pops up kinda randomly as the delivery service lol

I broke down and called again yesterday, and I asked about the method behind the madness with the shipping. Not sure how true it is, but the explanation I got, at least for phone orders, was that when I called customer service, the call can go to any one of several service centers in different areas. That center corresponds with a particular warehouse where the orders will ship from. I was told that mine went through a west coast call center, and a west coast warehouse was going to ship the phone. So I guess I'm in the same boat with you west coast folks (I'm in VA) and will get my phone on the originally scheduled date. Disappointing, but as several have mentioned on here....as long as it gets here when it was promised, we really have no reason to complain.

now this I will take.... at least about the phone orders. that does make at least a little bit of sense. but you would think that online orders would all go to the same place? i could be wrong. but at least we got some sort of explanation


if by some miracle i would get mine today i might cry. i would really love to have it for the 10 hour car ride i'll be going on tomorrow.

 

[Member112085]

so what's the deal with some people getting it via ups??? i thought fed ex delivered these?

Verizon uses Fed Ex. He advised that he ordered in BJ's, so my assumption is that Verizon is not their direct supplier and their supplier uses UPS instead of Fed Ex.

 

[Member112085]

now this I will take.... at least about the phone orders. that does make at least a little bit of sense. but you would think that online orders would all go to the same place? i could be wrong. but at least we got some sort of explanation

Maybe...maybe not. Think about the number of people ordering online. They probably have a queue system like the one a company I used to work for who shall remain nameless had for sending policies for processing...order comes in and gets routed to one of however many service centers they have, round robin, so that no one service center gets slammed with orders based on geography. Unfortunately, when one service center (and their corresponding warehouse) don't have as much supply as the others, the orders get fulfilled slower. But this likely points more to a problem with the supplier (presumably Motorola) rather than the retailer (Verizon). Just a thought.

 

[gunderda]

Verizon uses Fed Ex. He advised that he ordered in BJ's, so my assumption is that Verizon is not their direct supplier and their supplier uses UPS instead of Fed Ex.

ahh ok! thanks! i didn't think of that.

Maybe...maybe not. Think about the number of people ordering online. They probably have a queue system like the one a company I used to work for who shall remain nameless had for sending policies for processing...order comes in and gets routed to one of however many service centers they have, round robin, so that no one service center gets slammed with orders based on geography. Unfortunately, when one service center (and their corresponding warehouse) don't have as much supply as the others, the orders get fulfilled slower. But this likely points more to a problem with the supplier (presumably Motorola) rather than the retailer (Verizon). Just a thought.

yea you're probably right - sounds like a lot of our orders got routed to the CA warehouse that doesn't seem to have any stock lol bummer!!

 

[itsnotashley]

So as I have sat back and remained silent during this whole back and forth how Verizon isn't helping this and that. I agree 100% with this. When was the "shipped by" date when you ordered the phone. If you are outside of that window then yes you have a reason to complain but Verizon is acting like any other company and working as best as they can.

I agree like everyone else that I'm impatient as everyone else but jesus its just a phone.

This is an Android Forum with an emphasis on the Android phones. I'm not saying everyone is crazy about theirs but um. Yeah, where are we right now?

I broke down and called again yesterday, and I asked about the method behind the madness with the shipping. Not sure how true it is, but the explanation I got, at least for phone orders, was that when I called customer service, the call can go to any one of several service centers in different areas. That center corresponds with a particular warehouse where the orders will ship from. I was told that mine went through a west coast call center, and a west coast warehouse was going to ship the phone. So I guess I'm in the same boat with you west coast folks (I'm in VA) and will get my phone on the originally scheduled date. Disappointing, but as several have mentioned on here....as long as it gets here when it was promised, we really have no reason to complain.

At least one person got some useful information. If it's true, I guess that confirms that there's a supply problem in the West (as was previously speculated). And that it really isn't first-come-first-serve.

Well, considering the reps have been saying the phones are being shipped out first-come-first-serve, the fact that that is actually untrue seems worthy of a complaint.

 

[Brian_83]

This is an Android Forum with an emphasis on the Android phones. I'm not saying everyone is crazy about theirs but um. Yeah, where are we right now?



At least one person got some useful information. If it's true, I guess that confirms that there's a supply problem in the West (as was previously speculated). And that it really isn't first-come-first-serve.

Well, considering the reps have been saying the phones are being shipped out first-come-first-serve, the fact that that is actually untrue seems worthy of a complaint.

I wouldn't say it's untrue. I'm sure they are shipping on a first come first serve basis by each warehouse. Obviously it depends who you talk to as to which warehouse it'll ship from, but it will be first come first serve from wherever it's shipping from. I guess if this is true, which I suspected, then people need to ask which call center they're speaking with and try to get the east coast if you want it sooner.

 

[gunderda]

and now the question.... why is there such a low stock in the West warehouse when it seems that the majority of phones have been shipped from the east warehouse??

someone a few days ago said they were told by a cs rep that they just got a large shipment in. one could assume this was a large shipment to the eastern warehouse, so why didn't the western warehouse receive one as well?

(and i'm just speculating...i'm not really demanding to know....just posting my thoughts!)

 

[BeeDizz]

I ordered mine on the 13th in Va. Beach. Even though the shipped date was by the 30th, i was told on average, it was taking people in our area 10 days. I'll update to see how accurate that is.

Just for an update. Got my shipping confirmation email 15 minutes ago. Checked the tracking number and it's scheduled for delivery by 3pm tomorrow.

 

[gunderda]

Just for an update. Got my shipping confirmation email 15 minutes ago. Checked the tracking number and it's scheduled for delivery by 3pm tomorrow.

where is yours coming from?

 

[Paycer]

Not sure how true it is, but the explanation I got, at least for phone orders, was that when I called customer service, the call can go to any one of several service centers in different areas. That center corresponds with a particular warehouse where the orders will ship from. I was told that mine went through a west coast call center, and a west coast warehouse was going to ship the phone.

I wouldn't say it's untrue. I'm sure they are shipping on a first come first serve basis by each warehouse. Obviously it depends who you talk to as to which warehouse it'll ship from, but it will be first come first serve from wherever it's shipping from. I guess if this is true, which I suspected, then people need to ask which call center they're speaking with and try to get the east coast if you want it sooner.

I ordered in-store with cash. I was right there when the phone was ordered. Where does that leave me?

 

[BeeDizz]

where is yours coming from?

West Chester, PA.

 

[Quintessence]

I ordered in-store with cash. I was right there when the phone was ordered. Where does that leave me?

December 11th, 2012 ship date.

 

[gunderda]

I ordered in-store with cash. I was right there when the phone was ordered. Where does that leave me?

well if someone who purchased it after you get theirs shipped before you from the west warehouse then something is totally bogus.

i really hope you get something soon because i'm banking on the fact that if you're not getting anything then i'm totally screwed as well lol