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Sent a phone back in perfect condition for a rebate....

Hi all,

I wanted to ask if anyone has had this issue and what did you do? I went into Verizon because they had offered me a rebate for my trade in, $399.99. I was given a box and shipping label to send in my phone and all was perfect. Once verizon's warehouse received my phone, they labeled it as cracked and the screen was non responsive. I wasnt made aware of this information. I noticed a rebate hadn't been attached to my account so I called to see what happened. This is when the representative let me know how it was labeled. I disputed the claim because I sent in the phone without a scratch or dent! sadly I did not take pictures or video of me putting the phone in the box, I trusted that UPS or even the warehouse would do their job appropriately. However, the representative did let me know the box was undamaged. I asked if the warehouse had cameras in the location where the box was opened, if they could prove that it wasnt an employee tat accidentally opened the box an dropped the phone. They said, "no".What would you guys do? or if you have had an issue with Verizon not accepting responsibility for something that was possibly their fault because I can guarantee that I did not send the phone in damaged! I am livid with Verizon and I don't know what to do.

Kim

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Comments

Doggo

You never buy based off rebates. This isn't for VZW, but for every purchase. Unless you absolutely need something, go for other offers that doesn't require sending in anything. The best mindset is to think of mail in rebates as a potential extra and not something that will for sure happen.

The best thing to do is take this as incentive to take video/photo proof before sending stuff in. This is what I would advise customers (for any rep stalking the support forum) to have some protection. You aren't getting $399, but bare minimum they should send the phone back if they haven't already.

Verizon_Support

We always want to see you have the best upgrade and trade-in experience. I apologize for the experience and we want to offer you the right options. I assure you we have a very careful process to photograph every aspect of the return. I am confident our warehouse team does work with integrity and would not damage the phone then charge you. I would suggest discussing any possible claims with UPS if the item was damaged during the shipping process.

Yale_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

KIMTAM0

I had a horrible experience. I wish I would've photographed the phone

before putting it in the box, but sadly i trusted the process and that it

would arrive to you in perfect condition as i had sent it. The customer

service rep ensured that the box was undamaged and sent me photos of an

undamaged box, so that only leaves me to believe that it was the warehouse

who could be at fault. If you are confident that whomever opened the box

did not damage the phone, then why couldn't i be shown camera footage of

the box being opened at the warehouse? Im supposed to trust a company who

clearly does not trust their own consumers!!! Why should I trust Verizon?

On Thu, Jul 19, 2018 at 1:41 PM, vzw_customer_support <

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