Child Item

Site Totals

61209 Questions Answered 267 Categories

Verizon Trade-In Program Customer Service Rating of F

This is my open letter to Verizon.

Dear Verizon,

I’m writing this in regard to your Verizon Wireless Trade-In program. I’m also writing this as a largely powerless consumer.

I sent a pristine Apple iPhone 4s to you expecting that the full trade-in value of $143.00 would easily be attainable. It was not.

Shame on me for putting a $500 phone in the mail. What was I thinking?!

I received an email this morning informing me that my phone would not turn on and was only worth $25.

This is my fault for being too trusting. That was foolish. There is absolutely no way for me to protest. You are well within your rights as stated in your agreements. I could get angry and allow myself to fume, but it would be of no benefit to me.

There are seemingly no repercussions for you…

…BUT, I’m not without options and I am holding Verizon responsible for this. I still suffer the consequences - as it should be for being foolish - but I will do whatever I can to ensure that you share in them.

The bottom line is that you should not have a mail-in trade-in program for electronic devices that cost hundreds of dollars. That is such an obvious statement, that for this program to exist, it can only mean that Verizon is greedy and has no problem taking advantage of people who experience a moment of foolish trust.

You will likely lose a long-time customer – I have a 30 day grace period.

I’ll tell anyone who will listen about my experience.

You will never regain my trust unless you make this right for me and anyone else who may have had the same experience. Get rid of the mail-in program.

I’m sure this is not a big deal for you – what’s one customer among millions? It is a big deal for me though – not the money – the principle. Not to mention my frustration with myself for being foolish.

Regardless – you set me up. You saved $118.00 up-front but what will be the cost to you in the end?

Xxxxxxx Xxxxxx

Account Number: XXXXXXXXX-XXXXX

Comments

androiduser123

um actually it's 14 days not 30. and store's offer trade in there as well

raler

Yeah. I get that. It's kind of late now isn't it?! Like I said - being foolish is my fault - but a damaged phone is not. Either way they lose a customer. That phone was pristine. By your reasoning I shouldn't trust a service that my wireless provider offers. If it's inherently risky, it shouldn't be a service.

>>Profanity removed<<

Message was edited by: Verizon Moderator

Verizon_Support

Hi raler,

I am sad to hear that you were not able to get the full allowance for your iPhone. We have a couple of ways for you to get the trade in allowance. The first way is the mail, which we sent a bubble wrapped envelope for. The second way would be to bring it to the store. We would not want to lose you over this mishap. There is no way for us to tell if the device was in good condition prior to it being sent. Again, I would not want to see you leave. Our equipement does come with a 14 Worry Free Guarantee. If you choose to leave it would need to done during this time. There would be a restocking fee on your device as well in the amount of $35.00. Please give us a shot for the next two years, I am sure you will not be disappointed.

Thanks, BobbyS_VZW

Follow us on Twitter @VZWSupport

Core2

You will never get $500 for a used iPhone 4s, unless it was new in the box. I have been watching eBay for selling my own iPhone 4s, and sales are $250-300 at best, before PayPal, eBay, and your own shipping fees.

If it was me, I would have demanded the phone be returned to me, and the serial number better match what I sent in.

A good (future) suggestion is to take a photo of the phone powered on to the Settings > General > About screen showing the serial number, on top of a current Newspaper with the date visible.

rcschnoor

Core2 wrote:

If it was me, I would have demanded the phone be returned to me, and the serial number better match what I sent in.

That is all well and good, however the following is listed in the Terms and Conditions for the trade in program:

"Devices that you submit will not be returned to you."

Bottom line is IF you decide to use the trade-in program, you will NOT get your phone back, even if you receive a lower than expected trade-in value or NO trade in value depending on the circumstances.

I have always thought Verizon's trade in program was a joke, though. You are much better off trying to sell it yourself or keeping it an using it as a backup if you lose/break your new phone.

raler

BobbyS_VZW,

There are 2 reason that this is upsetting and neither has to do with money.

The main reason is this:

By having a "mail-in" trade-in program, Verizon is implying that it's safe and that there's no risk. This is false. It's simply not true. It's really no different than sending cash in the mail.

A momentary lapse of judgment in a way-to-busy life, and I took the easy way out - Order online and do everything by mail - Snap. Right? No. No. No. I've become complacent about online 'anything' and that will change now. I cancelled my automatic billing. Very convenient, but there is a slight risk. I'm taking a step back.

I should have driven to the store with my phone (which I've done before) and made the transaction there. Yes, that's my fault. It's too late now.

BUT - if Verizon really cares about their customers - Verizon should make it VERY CLEAR that there is a VERY REAL RISK, recommend that the customer do to the store instead because something may happen to the phone when mailing it in. It should be so obvious to the consumer that it causes them to pause a moment and use their brain.

The second reason is that I feel foolish and am less trusting than I was a week ago. My problem, but still - I'm your customer. Do you want me to feel that way about Verizon?

The dig here is that the email about my dead iPhone came after the 14 day grace period (I thought it was 30). What am I going to do now to protest - spend more money? No. My phone can only be used on the Verizon network. I'm stuck for 2 more years and very unhappy about that.

This whole thing is messed up.

Core2

Perhaps the plan could be looked at, to show when the phone was last used on the network. If the phone was not physically powered off, it likely would have drained dead sitting for 2-3 days in a box.

raler

Yes, I know it's not "worth" $500, I was simply trying to make a point that sending an expensive smartphone through the mail is stupid.

And as rcschnoor mentioned, Verizon has very nicely tied up any loose ends that would make them accountable.

It's my own fault, I'd just like to hope that maybe something about this process will change or at the very least someone will read this and not make the same mistake that I did.

Verizon has me neatly wrapped up for 2 more years and there's no inexpensive solution to that.

It's a good reminder that internet transactions can be risky.

raler

You know Core2 that's a most excellent point. It never occurred to me.

I used the phone the day I got my new phone - I was talking to Verizon support about setting my new phone.

So, unless whoever checked the phone made a mistake, it was damaged in shipping.

I realize that there's no way for me to prove anything, but I babied that phone. It was perfect in every way. It was never dropped, scratched, and actually rarely used except for a few texts each week to my daughter.

The phone isn't going to mysteriously die on it's own between the time of last use and the time the inspector tries to start it up.

My first thought was SCAM, and while that's probably not true, the trade-in program should be seriously looked at. If nothing else put in giant red letters - THIS IS RISKY.

I realize we have brains, but sometimes I don't use mine. If Verizon had warned me, they would be my hero instead of a thorn.

raler

Additionally once I wiped the old phone, it sat waiting for about a week for the mailer package to arrive. The day I got the mailer, I read their instructions twice and put the package in the mailbox. USPS is the only shipping option if I remember correctly. I don't recall anything on the package saying "Fragile".

The other messed up thing is the you have to rip off the UPC tag from the box of the new phone to get the $50 rebate offered which means you "cannot" return the phone.

Screwed and screwed.

I do believe I sold my soul.

raler

If Verizon had gone above and beyond to simply remind me just how risky it is to put a high-tech electronic device in the mailbox (of all places) they would be my hero right now. Instead Version is an outlaw to me. For $125 they get to be an outlaw. I can't imagine that's worth $125 to the company.

Maybe few will read this, and it will go away, and obviously no damage will come to the company's reputation by my rant...

...but I will always remember...

Child Item