Device return

I was told I would get $600 for returning my old phone and the only question was whether it was working and the battery held a charge, which it did. When I returned it I got an email saying I would get $77 instead of $600 with no explanation as to why. It's impossible to get anyone on the phone at Verizon who knows anything.

Accepted answers

Verizon_Support

Resolution Update: By partnering with support, the issue of the inaccurate trade-in value was resolved. If others encounter similar problems with receiving a different trade-in value than expected, common factors include not meeting device requirements, submitting the trade-in outside the offer window, failing to meet plan requirements, a qualifying purchase not being identified, and/or system delays.

Our Trade-In FAQs can help with general guidance: https://www.verizon.com/trade-in/faq/

If you meet all eligibility requirements for your specific trade-in promotion and are still having issues, please contact us for support.

~Izzy

All comments

SynthpopAddict

It's hard to say what exactly is going on...if you got a promotion which said you were definitely getting $600 and have evidence saying so, then Verizon ought to honor it. However, the final value of a trade-in is determined by whomever receives your phone at the warehouse and is doing the assessment, not the sales people in the stores. So, if it wasn't a specific promotion saying you were guaranteed $600, then the final value of $77 is going to stand.

jwolpaw

I appreciate it! I was able to get the $600 reinstated by chatting with Verizon. They said it was a mistake that it was changed.

SynthpopAddict

Happy to hear Verizon fixed it...must have been a promotion which wasn't properly applied earlier, but better late than never!

Verizon_Support

We are sorry to read that you had this issue with your trade-in. Whenever a promotion is not applied, you will also receive an email with the information as to why the deal was declined. If you have any questions, send us a private note, and we'll be glad to help out.

~Freddy

Verizon_Support

Our Trade-In FAQs can help with general guidance: https://www.verizon.com/trade-in/faq/

If you meet all eligibility requirements for your specific trade-in promotion and are still having issues, please contact us for support.

~Izzy