I know this type of post has been written several times but just wanted to get the word out there again. This is my first AND LAST time trading in a phone through the Verizon Trade-In Recyling Program.
I just submitted my complaint to the Better Business Bureau.
I submitted the request to trade in my Apple iPhone 4S 16 GB online on 9/20/14. My phone was "appraised" based on the online questionnaire at a final trade-in value of $85.00. I did not receive the mail-in materials from Verizon until 9 days (9/29/14) after my submission date.
On 10/10/14, I put my phone in the green ziploc bag & in the mail-in submission envelope both that Verizon provided, and mailed it from a US Postal office according to Verizon's instructions.
On 11/2/14 I called the Verizon Trade-in Program's customer service line after I checked the trade-in status online, which said that the "LCD is not working - Screen is cracked/damaged". I know that I mailed my phone in UNDAMAGED, GOOD WORKING CONDITION PHONE (no cracks or chips) within the submission envelope and I have proof because I took pictures of the phone with the envelope before mailing it.
During the brief 11/2/14 call, the customer service rep took down my phone number and said someone would call me back right away. I waited over 24 hours and no one ever called me.
On 11/4/14, I called again and spoke with Matthew. I explained that I packaged and mailed my phone as instructed after I received the Verizon mail-in materials. I did not send in a damaged phone. Matthew said he understood and also said that I could appeal the decision made by the finance team.
On 11/5/14 I received an automatic email saying that my Verizon e-gift card had arrived with a final trade-in value of $15.30. I waited another day (11/6/14) when I got a second email from them, resending the gift card. Later that day 11/6 I received a short email saying why the value was reduced- no appeal.
I called the trade-in program's customer service once more on 11/10/14 and spoke with Devon. I explained my situation and the phone calls and emails sent to the program support team. He said that there was no appeal process nor was there anyone else that I could speak with, and that he could not help me further.
My family and I have been LOYAL customers of Verizon and Verizon Wireless for OVER 20 YEARS. My entire childhood with Verizon. However I do not think this reduction is very fair given I followed all of your instructions carefully.
I want to appeal this decision for an adjustment, to receive the original final trade-in value of $85.00.
