More haiku later.
For now, too much to report
In five syllables.
Ok, so I just got off the phone with Verizon. The call lasted 34+ minutes, and I spent probably seven or eight of those minutes on hold.....
I'm a 6/7 in-store order. Paid on the spot. Was told that my order would ship on 6/28, with overnight shipping and be delivered on 6/29.
On 6/18 I spoke with a Verizon CSR named "Jane" who assured me that my order was on track for 6/29 delivery and that I would not be affected by the 5-day additional delay affecting some customers.
On 6/24 I spoke with a Verizon CSR named "Bill" who said, and I quote: "Some customers may experience a delay. Your order looks fine." I pushed him on this, and he confirmed that my phone would be in my hands on 6/29. He promised to send me a text message if anything happened to change that.
On 6/27 I spoke with a Verizon CSR named "Mary" who said that my order was unaffected by the 5-day additional delay and would absolutely positively ship on 6/28, and that I would receive a confirmation text message.
Today is 6/28, or at least it still is in my time zone. I'm set up to receive text messages one way or the other. No message. No e-mail. No nothing.
Another phone call to Verizon, and I'm talking to a friendly but totally clueless CSR who is clearly reading off a sheet, and not very well at that. I listen patiently, then gently ask to speak to a manager. I get put on hold forever, and then the CSR comes back and reads me more stuff. I interrupt once it becomes clear that we are going NOWHERE with this, and that I really truly do need to speak to a manager.
The manager, a somewhat-defensive person by the name of "Sally" gives me an entirely new line: orders with a ship date of up to and including 6/28 may be delayed an additional TEN days.
I responded that I was told my order was unaffected. I was told this three times. She said that I should not have been told this, and that (reading again) "specific customers cannot be identified in advance." It was (ha ha ha) a lousy connection and I was having trouble hearing her, but the text she read also included the words "very sporadic."
I think it's safe to say that this is more than "very sporadic." This is "very widespread." Maybe "sporadic" describes the people who actually have their phones.
This is not the CSRs' problem. This is not the managers' problem. Unfortunately for them, they're the ones who have to deal with the customers, and unfortunately for us, they're the ones who are spreading misinformation and making promises Verizon can't keep. So at this point I am pretty cranky. If I had been told up front that the wait was going to be 31 days instead of 21, I might have made a different decision about my phone... iPhone, perhaps?
This is horrible business practice by Verizon. I realize that some of this is beyond their control, but the way they're handling it is something they CAN control. And they've been awful.
"Sally" and I parted amicably. She helped my account balance a little, and in return I had to promise that that would be the only settlement I would receive about this issue. Fair enough.