I’m hoping someone from Verizon can help clarify or escalate this issue, because this feels very misleading.
I recently upgraded and purchased a new iPad through a promotion that offered $500 off when trading in an old iPad and activating new service. During the checkout process, I was only asked about the battery condition of my trade-in device. There was no clear mention or prompt regarding screen condition.
The iPad I traded in does have a cracked screen, but it is still fully functional. In the past, Verizon has accepted my trade-in devices in various conditions without issue, so I had no reason to believe this would disqualify me from the promotion.
Now I’m being told that the $500 promotional credit has been removed, which is extremely frustrating. The condition requirements were not clearly disclosed during checkout, and I would not have proceeded with the purchase if I knew a cracked screen would void the promotion. This feels like a lack of transparency in how the promotion was presented.
To make matters worse, this comes shortly after a recent service outage where customers were only given a $20 credit for hours of downtime, which already had me questioning whether to stay with Verizon.
At this point, I’m asking if this promotion can be reinstated given the lack of clear disclosure, or if someone can explain why the condition requirements weren’t clearly presented upfront.
I’ve been a customer for over 20 years, but situations like this make it hard to justify staying.
Any help or escalation would be appreciated.
