Wow, usually Verizon takes very good care of our account and I've never had an issue with them until today.
I preordered the S8 yesterday and paid the $14.99 for priority overnight shipping by 10:30AM. I got the shipping notification today - it was sent via FedEx 2 day and it shows a deliver by 4-21-17 by 4:30PM. Okay, I won't get it early for sure, I guess that's fine I'm not going to make a fuss about that, but then why did I pay Verizon $14.99 for priority overnight 10:30AM shipping if they only paid for FedEx 2 day shipping? Seems simple, right?
Wrong.
Online chat, the person just keeps telling me, "We don't decide when the release date is unfortunately. If you want you can cancel your order and choose 2 day shipping, but then it won't ship until 4-21-17 and then you won't get it until next week. The reason you paid for priority overnight shipping is so that you would get it on release date, everything else won't be shipped until the 21st (which is 100% wrong)". I tried to clarify the situation a couple times before I just gave up and told him I'd just call in instead.
First guy I talk to when I call in tries to say, "Well there's still a chance it will be there on 4-21-17" to which I respond with, "Oh, it says it WILL be here on the 21st. I'm not worried about that. It's that I paid you $14.99 to ship it using priority overnight by 10:30AM and you guys are only paying for FedEx 2 day AND it's coming by 4:30PM, not 10:30AM". He responds, "Well there's still a chance it could get there before 10:30AM and until that possibility is gone, we can't refund you anything". Are you KIDDING me? The fact that the original point is so far over his head was killing me - I don't care if it does get here by 10:30AM by random chance (and it won't, FedEx usually comes later afternoon to my office unless we choose priority overnight shipping), they still did NOT pay for the service that I paid for! Anyway, he then says, "Even if we do refund you, the charge hasn't been posted to your account yet so we can't make any credits until that happens". Wow. I keep cool and tell him alright I guess we'll just call back (I had given up because this was going nowhere) thanked him and hung up.
I was about to just say screw it but just the principle of the situation was really irking me - it's only $15, but damn if I give them $15 for absolutely nothing - and it's not like we don't all pay them enough to begin with. I figured I'd try one more time. I called and the guy answers and I tell him immediately that I don't want to be rude but that I want to talk to a supervisor because the past two people I've gotten nowhere with. He then said, "well just let me know the situation and I'll see if I can help". I explained it to him and finally he said, "Okay so you just want that $14.99 credited to the account?" and of course I said, "YES, that is all, thank you". Well all is good now, but he still had to throw in a comment that was, "I don't see how you got a shipping email already, those phones (S8s) don't get shipped out until the 21st, but I set the credit anyway".
Ugh, now accuse me of making something up but just act like you're doing me a favor? Cool. If you guys would look at your own system you would see my sales email and the shipping email that I received (and YOU sent) today along with the tracking information that shows you sent it 2 day instead of priority overnight which is why I'm here to begin with. Also, do these guys all not know how their own preorder system works? The phone doesn't ship until release date usually? I think not, I even told them I understand that there is a release date but they still used the wrong shipping method - I've had iPhones sit at FedEx for 2-3 days then delivered on release date - but by 10:30AM priority overnight. Give me a break. Sorry this got me way more worked up than it should - I just can't stand terrible customer service and I was very taken aback by all of it because like I said, Verizon has usually always been great to us.
tl;dr I paid Verizon $14.99 for priority overnight shipping to deliver by 10:30AM, but they shipped it via FedEx 2 day by 4:30PM, took three calls before I finally got the shipping charge credited to the account but still got attitude even when it was finally resolved because these three employees don't understand their own internal procedures