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Never received shipping kit for phone trade-in

Hi. I'm not sure if this is the right location to post this topic, but I never received the materials to send in my old phone for trade-in.

I bought an iPhone 12 Pro on 11/24/2020 with a new line, switching over from another provider. I made sure to tell the salesman on the phone that I wanted to trade in my old iPhone, and he told me that I would receive a box and shipping label with my iPhone 12.

I never received the materials that Verizon was supposed to provide. When I went to support chat, I was redirected to a webpage to order shipping materials, however the page is dead and nonfunctional. I tried to call the trade-in team 800 number, but nobody picked up for 30+ minutes of waiting.

Has anyone else experienced this? I appreciate you reading, thank you!

Comments

Verizon_Support

Thank you for reaching out to us with your concern. Do you still have the shipping box that you received your new phone in? If so, you can use that box to return your old device. Please make sure to use all the same shipping material when you return your device. If you can add extra padding, that is helpful. I say this, because you want to ensure the device is received without damage, or you may incur a damaged device charge.

If you did not receive a return shipping label in the box, go to your My Verizon account and enter your Submission ID or email address that you used for your trade-in. Click Check Status, then Print Shipping Label, afterwards attach to shipping package. Please take package to shipping company and obtain a receipt that they took possession of the package and retain for your records.

I hope this information is helpful. Let us know if you have any difficulties.

Cstephens4214

Hi, I'm having a similar issue. I spoke with a rep who instructed me to take the steps you stated, but I dont have the option to print a shipping label. I just see a button that reads "resend shipping materials."

The rep I spoke with on the phone said she sent out another trade-in kit to the address on file, but she said it would take 7-10 days to receive. Verizon only gave me 15 days to get the old device back to them. This is concerning because I upgraded with a $400 off black friday promo and I really don't want to lose it due to circumstances out of my control.

Verizon_Support

Cstephens4214, we never want you to lose out on a promotion, so we're right here to help. Did you lose or not see the return shipping label that came in the box with the new phone? When you click on "reset shipping materials" that would be what you need. What happens when you do that? AliciaD_VZW

steven4704

I also upgraded my phone because of the promotion Verizon was offering (on black Friday) but, I also did not receive a return box and shipping label. I have spoken to three different customer service people and still have not received a return box or even a return label. Nor can I find a link when I login to my account to print a return label. This is getting ridiculous. I really need someone at verizon to help me.

Jdoyel25

EXACT same thing is happening to me and I can't get a single rep to help me! I've reached out to corp, online chat and over 6 hours of online phone calls! I don't know what to do. I also have no option to print a label either.

SJPuraVida

I am experiencing the same issue.

On 11/28/20, I purchased two new iPhone 12 Pro Max devices with a trade in agreement of our older models. I received the new devices but did not receive the trade in kits that were allegedly ordered. I’ve spent hours on the phone with customer loyalty over the course of multiple phone calls, at least an hour with online chat and attempted to seek help at a local Verizon.

At the local store, I was told they were able to print my label but worried that if they sent the return in, it would be lost in the system and we would essentially lose our devices and credit. Upon their direction, I contacted Customer Loyalty. I was on the phone for at least an hour while they tried to figure out how to get the labels to me. They directed me to access the labels sent to my email but was routed to the trade in kit request link. I was unable to access this so the rep asked me to wait until the following day for a follow up call.

I followed up with another phone call the following day and was then able to reorder the trade in kits. I was reassured there would not be an issue of credit applied due to the delay in receipt of this kit. This was requested on 12/10 and has still not been delivered.

I reached out to the chat service tonight and was essentially told that I can either request the kit again and wait 2-3 days to see if it is delivered or I could visit a flagship store. They would not provide confirmation that the store would be able to support or that I would not lose the credit that was part of the original transaction.

I am sympathetic to the challenges that we are all dealing with due to the pandemic. What I am not appreciative of is that there is seemingly a known issue with this system, there is zero accountability or transparency by Verizon about the issue and they are not providing a resolution to simplify this. They should be working with the local stores to provide an option for customers experiencing this problem.

This experience has been wildly frustrating and a 180 from what I am used to with Verizon. I will never again make this purchase online or via phone with them. If the gap in service is not corrected, I’ll be considering a return to AT&T.

SJPuraVida

***UPDATE***

I finally received the trade in kits. They were ordered 3 times in total and received 8 days after the last order. *Maybe* this is a an outlier. Wish I had waited 12 hours longer to post but maybe this will be helpful to finding the root cause and delivering more options for the customer to resolve this as it occurs.

Verizon_Support

@SJPuraVida, Thanks for that update. I am glad to hear that you were met with resolution after all the efforts and time. I want to make sure I lift up any feedback you have about your trade-in experience so that we can prevent any issues in the future. Please let me know if I can look into anything else for you. Akane_VZW

klwj

Me, too! And I don't have my original shipping materials. And the wait time is crazy. Is there a site to request a new shipping kit without the frustration? Mine is already outside of the trade in window:(

Verizon_Support

We would be more than happy to assist you with your trade-in! We will be sending you a Private Note, so we can continue.

thiarocha

i need 2 shipping kits for 2 iphones that were upgraded. I have spent hours on the phone with Verizon, actually online because I couldnt get anyone on a call. I need 2 return kits to receive credit for 2 trade ins. I cannot find the info anywhere to print and ship in, even if i have to pay for it myself. Please send me trade in kits or advise on how to proceed.

Verizon_Support

thiarocha, we want to congratulate you on upgrading to new devices. Making sure you are aware of your options to receive a new trade-in return label is important. We will be more than happy to guide you on the right path. Please follow this link https://www.verizon.com/od/trade-in/#/ and follow question 2 under the Common questions section to view the steps on how to order a return label.

300winmagshooter

I'm having the same problem after four calls to customer service. Each time they are very cordial, taking my address information and promising me a shipping kit in three business days. But, I have yet to receive a single shipping kit for the return of my IP6s. On the fourth call to them, I explained to "Ray" the previous situation and three previous call and that I have now received a bill in which Verizon started charging me for the 6s I was trying to trade in. He immediately told me I could tear up that bill; that he would be sending me a new bill for my regular service only without the charge for the 6s. I did get another bill after speaking with him, but it was for the exact same amount as the previous bill charging me for the 6s?!?!

After being with Verizon for five years, I am absolutely livid!!!

Verizon_Support

We definitely want you to be able to return your device to get the credit your were hoping for. If you have not received a return kit, you can always order one by following this link to our Trade-In website: www.vzw.com/tradein.

j4horton

When I click the link the page displays the following. I have tried getting help using the live chat but they did not provide any options to fix. I never received the trade in kits like the confirmation email I received said I would. It is getting very frustrating with the hours I have been wasting tying to get the kits. Why is it so hard to get the kits?

We are unable to process the request at this time. Please try after sometime

Your request could not be processed at this time.

Please try again later.

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rumbel2000

Same thing happening to me. The link to print out the label is broken and I have talked to customer service three times and they have repeatedly ordered a new shipping kit, but nothing ever arrives. I did get an email that they picked up my device, even though I never received a shipping kit and therefore didn't ship them anything. Either this is a problem with their system, incompetency or they are trying to run out the clock past the 15 days so I have to pay full price. I am hoping it is a system problem.

Bubby220

I have been in contact with Verizon since September 3rd to return the phone that I upgraded to which I received on September 1st I have talked to so many people and each person has a shared me that I returned it was coming to me I'm unable to print the shipping label it still hasn't gotten to me and I'm being charged for the whole phone so I'm taking Verizon to small claims court so they're going to have to come to Marshall County Alabama and there's no way that I can't win because I've done everything in my power I have gone above and beyond everything I'm supposed to do I have anxiety I have depression I've been in the hospital I can't take the frustration I can't take it every one of them makes me go through the same thing when notes are supposed to be on the I can't. When I pull up my account I see some of the notes from the conversations but not all of them but I was able to take screenshots the customer service agent were horrible to me they made fun of my mental illness. I told him it was disability discrimination I told them about court they did not care I have been promised a return kits that September 15th is the first date that I can remember actually being promised. I was promised a phone then somebody else said I couldn't get it and then somebody told me to go to authorized store they tell me I can't do anything since I did this online and I can't stand it anymore it's driving me crazy. My sister is an attorney and we are going to small claims court it's all because of this S9 note pre-certified that they sent me somebody from Verizon is going to have to come to Alabama to Marshall County to small claims court and well deservingly. I have been put through more than I can take with this literally. The agents at Verizon have always been awesome I don't know what's happened now but they're not even competent to do their job or they just don't even care. But I have a documented documented and documented. The principal alone this is not going to happen to me I've never missed a payment in 12 years this is not going to go against me. So I can empathize with you. Obviously this is an ongoing problem. They would not let me speak with the manager they told me there wasn't one there then they told me that a manager would call me back then I had to sit on hold for 45 minutes and I just can't do that. So I think that I have done everything possible I know I've done everything possible. If they don't want the phone they don't want the phone. I was promised by agents time after time after that I would not be charged for it I would not be penalized they were sending a kit I never got it. They even tried it for me and I never got it after speaking with Seven different agents that promise it to me I never got it. So that's where I'm at.

Verizon_Support

We're sorry to hear about your experience with receiving a trade in kit. Our goal is to help. Here's a link that will provided details about trading in your device https://www.verizon.com/support/trade-in-program-faqs/ refer to the "

"How to trade in your mobile device" section.

-Corey

Samline

I'm having the exact same issue here. I received my Iphone 13 pro on 10/16/21 but trade in kit never came. I even called customer service and they told me a new shipping kit has been processed to be delivered but never came yet. Verizon service is a headache and I don't know why this is happening. I need to send my device within 15 days so please help me get the shipping kit.

gyuhyonl

I am worried the same thing will happen to me. I have ordered 4 phones with 4 trade in back in december 15th. Still have not received any trade-in kit from verizon.

I have re-requested the trade in kit from https://www.verizon.com/od/trade-in/checkStatus#/ here.

Is there a way that I can just go to verizon coorperate store and give them my old phone and let them send phones on my behalf?

FtWorth

I bought my daughter a new iPhone December 24, 2021. I have received an email from Verizon giving me information on how to turn in our trade in phone but have yet to receive the shipping material or label. I have had no success ordering shipping material with the instructions I have been given and I have had NO luck in speaking with a representative. Yesterday, I was on hold for 2 hours and 50 min on the customer service line; no one ever picked up. I was kicked off the chat line after waiting 20 min to speak to a live person.

Verizon_Support

FtWorth, we are sorry to hear about your experience. Making sure you are aware of the status of your device trade-in shipping kit is important. Allow us the opportunity to review the details. We have sent you a Private Message. Can you please respond to that message? Thank you. -Sylvia

Supportisworst

Such bad support, it’s 2022 and I have the same problem. This is what you get when you outsource America?

[Deleted User]

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

Verizon_Support

As a valued customer, your concerns are our concerns too. We're sorry to hear that you've not received a shipping kit to particpate in the Device Trade-In Program and we'd like to help.

This can be quicky remedied by visiting our website at http://spr.ly/6601K8kX9.

Once you've accessed the website, scroll down to "Troubleshooting" and review the info and click the link provided at #3 (What if I misplaced the shipping materials sent to me for trading in my device?)

We're confident that this information will be helpful to you.-Robert C.

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