cragland42

Q: Verizon cancelled iPhone 6 plus order

Hello all.

 

I ordered a iPhone 6 plus 64 gb space gray on Sept. 19 at my local Verizon store. It was supposed to ship by Oct. 31. I called early last week to check on my order and they told me that they have no information yet and would notify me when my phone came it (will be shipped directly to the store). Friday morning I received and email from Verizon stating that my order had been cancelled and to visit the store I ordered from to reorder or receive a refund. Upon arriving at the Verizon store I explained the situation and they began to check on my order. They asked to see the email, which I showed them on my phone. They pointed out that the email address that the email came from did not appear to be a Verizon email address stating that "Verizon has enough money to afford email addresses that don't look that tacky". I promptly showed them my order confirmation email received on 9/19 from the exact same email address which they didn't have much to say to. After a while they determined that my order still exists in their system with the status of "Waiting to ship". So that was the only answer I left with. When I do the online status check it too says my order has been cancelled. So I have no idea whether or not I still have an iPhone on order or what is taking them so long if I do. Has anyone experienced this yet? Any suggestions?

Posted on Nov 10, 2014 12:52 PM

Close

Q: Verizon cancelled iPhone 6 plus order

  • All replies
  • Helpful answers

Page 1 Next
  • by rbrylawski,

    rbrylawski rbrylawski Nov 10, 2014 1:03 PM in response to cragland42
    Level 6 (11,941 points)
    Nov 10, 2014 1:03 PM in response to cragland42

    If when you check the online order system it says your order is cancelled, I'd be concerned.  You should call Verizon customer support and elevate your concern.  None of us can help you here as we're all users like you.  And you ordered from Verizon, so only Verizon can solve this for you.  Sorry.

  • by cragland42,

    cragland42 cragland42 Nov 10, 2014 2:24 PM in response to rbrylawski
    Level 1 (1 points)
    Nov 10, 2014 2:24 PM in response to rbrylawski

    Thanks, I was mainly curious if anyone has experienced this problem.

  • by TJBUSMC1973,

    TJBUSMC1973 TJBUSMC1973 Nov 10, 2014 2:37 PM in response to cragland42
    Level 5 (7,636 points)
    Nov 10, 2014 2:37 PM in response to cragland42

    cragland42 wrote:

     

    Thanks, I was mainly curious if anyone has experienced this problem.

    It would probably be better to post this on the Verizon forums, since this forum represents users from all major wireless carriers, and Verizon canceling your order has nothing to do with Apple.

  • by jackperdue,

    jackperdue jackperdue Dec 6, 2014 4:37 AM in response to TJBUSMC1973
    Level 1 (0 points)
    Dec 6, 2014 4:37 AM in response to TJBUSMC1973

    I just had this happen to me this week. I ordered an iPhone 6 Space Gray 64GB. All seems to be well (except for the long expected wait) then suddenly I get an email from Apple stating that my order had been cancelled.

     

    "While processing your iPhone order, we encountered an issue with your Verizon Wireless account. According to their records, the credit application that is linked to your order has been canceled. As a result, your iPhone order has been canceled and you have not been charged."

     

    I immediately called Verizon and spoke to a very nice lady (not by accident) who kept encouraging me and thanking me for my patience - only to tell me some 20 minutes later that they don't know what happened and couldn't fix it. But she did connect me with Apple to find a phone I could pick up at a store. Oops, nothing I wanted unless I was willing to drive two hours to a NJ store. Then I was transferred to someone else in Apple to place my re-order. Excuse me, no one can tell me why this happened and no one was willing to tell me it won't happen again after another 10 days after my order. NO THANKS, I'll walk into the Verizon Store to place my order and hope for the best.

     

    My son works at our local Apple Store and tells me this happens all the time.

  • by TJBUSMC1973,

    TJBUSMC1973 TJBUSMC1973 Dec 6, 2014 5:16 AM in response to jackperdue
    Level 5 (7,636 points)
    Dec 6, 2014 5:16 AM in response to jackperdue

    Your son is wrong.  The vast majority of orders process without any problems. 

  • by jackperdue,

    jackperdue jackperdue Dec 6, 2014 10:18 AM in response to TJBUSMC1973
    Level 1 (0 points)
    Dec 6, 2014 10:18 AM in response to TJBUSMC1973

    So you work for Apple? I didn't make the statement that this error was the norm, but that according to someone I know very well and trust told me that they have to handle a similar issue everyday at the Apple Store. I do know that for no good reason, and I could not get any answer from either Verizon or Apple, why my order was suddenly cancelled. BUT IT WAS! And that my only recourse was to travel two hours away to get the phone I wanted or to get back in the que by placing another order. And that neither company was willing to tell me this wouldn't happen again. And they couldn't tell me when it might ship.

  • by FelipeV,

    FelipeV FelipeV Dec 6, 2014 10:43 AM in response to jackperdue
    Level 5 (6,878 points)
    iPhone
    Dec 6, 2014 10:43 AM in response to jackperdue

    Did your son tell you that 99% of the orders got processed with no problems at all? Obviously not because people do not complain if they do not have a problem.

  • by TJBUSMC1973,

    TJBUSMC1973 TJBUSMC1973 Dec 6, 2014 11:23 AM in response to jackperdue
    Level 5 (7,636 points)
    Dec 6, 2014 11:23 AM in response to jackperdue

    jackperdue wrote:

     

    So you work for Apple? I didn't make the statement that this error was the norm, but that according to someone I know very well and trust told me that they have to handle a similar issue everyday at the Apple Store. I do know that for no good reason, and I could not get any answer from either Verizon or Apple, why my order was suddenly cancelled. BUT IT WAS! And that my only recourse was to travel two hours away to get the phone I wanted or to get back in the que by placing another order. And that neither company was willing to tell me this wouldn't happen again. And they couldn't tell me when it might ship.

     

    No, but I don't need to work for Apple to know this.  If this was 'happening all the time', then a media outlet would have picked up on it and run a story.  Or I'd see a lot of discussions about this on the Verizon or other wireless carrier forums.  While there are a few threads, there's not a lot of them.  And the threads that do exist suggest it's a Verizon side issue, not an Apple side issue.  Which is what I suggested originally.

     

    Apple doesn't control Verizon orders.  Verizon does.

     

    Since that's not happening, then your son is basing his opinion on limited data; i.e., only what he sees in his store.  That's not enough to say it 'happens all the time'.

  • by mrsdmfr,

    mrsdmfr mrsdmfr Dec 11, 2014 8:13 AM in response to cragland42
    Level 1 (0 points)
    Dec 11, 2014 8:13 AM in response to cragland42

    I ordered my phone with Apple because Verizon store said, I would get it quicker. I received confirmation of my order, on December 4, stating it would ship in 3-5 business days. Then very next day (12/5) I received another email. I was happy thinking, this is going to tell me it shipped, but no. I received the exact same email from Apple email the others have been posting.."the credit application that is linked to your order has been canceled...blah,blah, blah" I called Verizon very confused, I did not apply for credit..payed for phone outright...how could a credit application with Verizon effect a product I bought directly through Apple. This made no sense to me...no one at Verizon could answer me three simple questions: "what the **** is the credit application for?" They acknowledge that yes I was buying phone outright and that a credit application wasn't "really" a credit application.  OK...so the next logical question. "What is a credit application EXACTLY?"  All I could get for a answer is tell me it was "re-instated" (as the woman kept repeatedly TALKING OVER ME!!!). Would this allow me to purchase a phone I asked??? They "THOUGHT" so...but no one could give me a definitive YES. After two days and about 1-1/2 hours on the phone total...MOST of it with Apple by the way, trying to convince them that yes the credit application was "reinstated"...even though my call was forwarded by a VERIZON rep..I did not even dial in directly, the Verizon rep called and explained the situation to the Apple rep. I spoke with one person at Apple, sweet nice woman who was trying to help...second guy (manager level I think) was a rude SOB! I ended up having to reorder, not reinstate original order..which puts me at the beginning again..and waiting..they would not consider expediting the phone for my trouble, etc...etc...Couple points for any Apple reps bothering to read this: It may not happen "all the time" but it happens enough, that its on this forum and I have spoken with two other people in my small sphere of the world that have received the exact same email...so clearly it is an issue. The problem may be Verizon's...maybe a problem with communication between the two companies...I don't really care, but Apple MUST know its a repeated problem by now and it is their product we are buying and they show NO desire to help the customer out who is STUCK in the middle of this CLERICAL ****!. The same can be said of Verizon, they were not being very helpful. Even IF this is 100% Verizon's problem, it effects an Apple product...and Apple customer service should step it up..BIG TIME!! I have been a customer of Verizon's for approx 20 years and this is the first time they have annoyed me and delivered sub par customer service, so I am going to give them a pass. But I am an Apple customer for about two years and this has been the third incident of crappy, rude customer service. If this product was not a gift, I would tell you to keep your phone. I personally will NEVER own an Apple product. I know you are riding high now, but eventually you will need to improve your customer service if you want to retain market share.

  • by mrsdmfr,

    mrsdmfr mrsdmfr Dec 11, 2014 8:19 AM in response to TJBUSMC1973
    Level 1 (0 points)
    Dec 11, 2014 8:19 AM in response to TJBUSMC1973

    I bought the phone DIRECTLY with Apple (in the Apple store in fact) NOT Verizon and I received the exact same email...so it is more than a Verizon issue!

  • by rbrylawski,

    rbrylawski rbrylawski Dec 11, 2014 8:34 AM in response to mrsdmfr
    Level 6 (11,941 points)
    Dec 11, 2014 8:34 AM in response to mrsdmfr

    Sorry for your frustration, but if you think you are addressing Apple, you're not.  This is a user to user forum and Apple isn't here.  If you want to provide feedback to Apple directly, this link can be used:  https://www.apple.com/feedback/iphone.html

  • by TJBUSMC1973,

    TJBUSMC1973 TJBUSMC1973 Dec 11, 2014 8:44 AM in response to mrsdmfr
    Level 5 (7,636 points)
    Dec 11, 2014 8:44 AM in response to mrsdmfr

    mrsdmfr wrote:

     

    I bought the phone DIRECTLY with Apple (in the Apple store in fact) NOT Verizon and I received the exact same email...so it is more than a Verizon issue!

     

    You may have been in the Apple Store when you submitted your order and Apple helped you submit the order, but from that point on, it was Verizon's responsibility.  After it's been submitted, Apple has nothing more to do with it directly.

  • by TJBUSMC1973,

    TJBUSMC1973 TJBUSMC1973 Dec 11, 2014 8:53 AM in response to mrsdmfr
    Level 5 (7,636 points)
    Dec 11, 2014 8:53 AM in response to mrsdmfr

    It's actually a really, really rare problem.  And it's Verizon's responsibility to deliver a Verizon ordered device.

    And Apple's not here, so I hope venting like that made you feel better, because it's actually going mohave no other effect.

  • by jackperdue,

    jackperdue jackperdue Dec 11, 2014 10:12 AM in response to mrsdmfr
    Level 1 (0 points)
    Dec 11, 2014 10:12 AM in response to mrsdmfr

    So my exact same issue (order cancelled) has still not been resolved almost a week later. I ordered online through Apple on Nov 27, cancelled on Dec 5. Called Verizon as directed, turned over to Apple, then told to go back to Verizon. Following day at my local Verizon store, again, no one could tell me why the order was cancelled. Next day, go back to Verizon without mentioning the issue about the cancelled order (seemed to confuse people) and was told that I still had an "open order" and that Apple would have to solve this issue since this is where the order began. Next day, on the phone with Apple support and was told that they would fix it within 24-hours. It has been 24-hours plus, just went online to re-order the phone and still it has it as an "open order" and I cannot order the phone. I am over (almost) the cancelled order—stuff happens. But fix the account (Apple/Verizon) and let me get on with it—please! Updates to come, hopefully soon.

Page 1 Next