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Trade In program problems??

I recently switched to Verizon from Sprint. I got an iPhone 6 on the launch date. I also went the through the trade-in process to get $200 for my iPhone 4S. It took over 3 weeks to finally receive the trade-in packaging. I mailed the phone in October 13, two weeks ago. It still shows as "Not received" on the Verizon tracking site.

In addition, now, the toll free number is impossible to get through. It just states "higher than normal call volume, try again later". I have been trying now constantly for 2 days.

Is anyone else having similar issues?

Thanks.

Comments

Verizon_Support

Gbh62,

I apologize for all of the worry this has caused you, but am happy to put your mind at ease. The status of the phone will change to received when it is inspected and the gift card amount is verified for you. The entire process can take 4-6 weeks, and due to the high volume of returned iPhones with this trade in it is typically taking longer than 2 weeks to show as received.

SarahO_VZW

Follow us on Twitter @VZWSupport

Ialreadydid

I'm having the very same problem. When I got my new iPhone, the information about not sending in your old phone in the HOPE bag was buried in the bottom of the materials. Wanting to send in my old 4S and get my rebate quickly, I had used it. So when I realized the problem, I called Verizon. A representative told me she would submit a form to redirect the phone so I would get the gift card. She gave me a reference number for the trade-in, everything would be fine.

Now, 3 weeks later, I got different shipping materials in the mail, and when I check the status of my trade-in it says it hasn't been received. I call the 800# and either get the recorded message, a busy signal, or it hangs up on me!

Needless to say, I'm not happy. I want to make sure I'm going to actually get the gift card. This has been nothing but a pain.

$Photo of fracturing$ fracturing

I'm having the same problem (minus the HOPE bag issue). I don't remember the exact date that I shipped my phone, but I know for sure that it was in the mail by the beginning of October. A month later and the status still shows as "not received". I am very worried that it has been lost in the mail or something and that I won't receive my credit. The 800 number is not working and when I sent a request via their web form a few days ago, they just replied to tell me "Good news! Your shipping materials have already been delivered to you!" Well I know that. I used them to send the phone back!

I sure wish the mailing options had provided some sort of tracking information since they clearly are in no rush to update the statuses on their website.

Lizzylou224

I'm having exactly the same issue. I put my old phone in the mail on October 16 and the status is still "not received." I've tried calling, only to have my call dropped because of "high call volume" and no call holding system.

I understand that they're likely inundated with trade ins, but couldn't it at least be verified that our phones arrived at the facility, so we're not left worrying that it was stolen from USPS? It's ridiculous.

This entire process is badly executed and has been a bad experience for me. The customer service around this program leaves a lot to be desired.

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