I have read enough sincere complaints. It is time to get serious with Verizon and their Trade-in promotion. First do try customer service again or a Verizon Store manager. If you have already give them another chance, document who you talked to, when, and what they said. You will need to show you tried to resolve the problem with them. If you can’t work it out with customer service try this:
It will take a few minutes of your time but it will work. First look up and print:
http://www.verizonwireless.com/support/pdf/Notice_of_Dispute.pdf
It is two pages and you have the right to Voluntary Mediation or Arbitration. I personally would select Arbitration. The form will have a link to the Better Business Bureau (BBB) www.bbb.org and enter the address for the Bureau in Basking Ridge, NJ 07920 which is where Verizon is located. Enter Verizon Wireless as the business name and you will see their BBB rating (as of today) is “under review”.
You can file the complaint online. Here is where you will need to document what you did, who and when you made contact with and what you are looking for to resolve the problem. Point out the Trade-in program was a “Promotion” and if they shorted you ask for the Promotion Value or if you got nothing ask for the Total Trade-In Value. You will need your Submission ID, make sure you include it in your BBB complaint and on the Notice of Dispute form.
When you have completed the Notice of Dispute you can mail it to the address on the form or email to:
NoticeofDispute@Verizonwireless.com
You may get a call or an email and I wouldn’t expect it to take long. The BBB will serve as the Arbitrator, but I expect that Verizon will settle with you before the BBB contacts them, so that they can say they resolved the matter – remember Verizon’s Status is “under review” with the BBB.
I am having a hard time getting my head around why Verizon would allow their trade-in promotion to spoil customer satisfaction with their best customers. I also see this isn’t a new problem, there are complaints about the trade-in promotion well before the iPhone 6.
And I must emphasize I have long thought the individuals I interacted with at the customer service level were excellent and did all they could to address my issues. Do give them another chance.
I hope this helps you get what you should. Enjoy your new iPhone! I hope Verizon leaves my post up!
