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Cheated on the Trade-in Program

Another post to back-up claims of being cheated on the trade-in program...

I submitted my iPhone 4S and was expecting to get the $200 promised as per the website. I had had my phone for over three years, had kept it in a premium case, and paid the nearly $10 in insurance on the phone each month. My phone was in great condition and I complied with all of the directions. After sending in my phone in the poor packing provided by the trade-in program, I was then only credited with $36. The only reason I was given was LCD is not working. I can say that after paying over $300 in insurance over the course of three years, there was absolutely no issues with my phone or I would have gotten a new one that I had more than paid for.

I emailed the support@online.trade-in.vzw.com to ask about what happened to my phone and still have not received a response weeks later. When I called the Trade-in Customer Service department, no one could give me any details on what was wrong with my phone when they received it. I spoke with three different customer service reps and supposed supervisors and was repeatedly told that I did not recieve a full reund because I did not comply with Verizon's terms and conditions. I complied with all terms and conditions. If something happened to the phone en route to Verizon, that is the fault of their packaging and shipping procedures. There is no other option to submit your phone since the terms and conditions specify you submit your phone in the green bag and envelope proided. Eventually the third person/supervisor I spoke with told me that my refund was reduced because of the LCD screen, the exact same one line of information you can get on the trade-in.vzw.com website. She could tell me nothing else about my phone's condition. Again, there was absolutely nothing wrong with my LCD screen and it surely was not bruised or missing pixels. How was no one that I talked to empowered to help me or tell me anything about my phone?

This is criminal on Verizon's part. I've been a Verizon wireless customer for nearly 14 years. When I got married in 2009 I added my wife and upgraded to a family plan. When I have been deployed and stationed overseas, I've repeatedly put my contract on hold and not terminated my account because I wanted Verizon service again when I returned. Whenever it's been available to me, I've used Verizon FiOS for phone, internet, and TV. And the thanks I've gotten for all of this is $36 and a claim that I'm not being honest about the condition in which I turned my phone-in.

I'm requesting the additional $164 on a gift card that I was promised upon signing-up for the trade-in agreement or my original phone back. While I have lived up to all terms and conditions of the arrangement, Verizon definitely has not. Please rectify this problem, and not in a matter of weeks as I've already emailed and called three times to no avail. No one has emailed me back. No one has called me back. Without a fix, I can guarantee that I'll be leaving Verizon Wireless upon my next move and change of station in the summer. Never have I been more looking forward to response from customer service to see if a big company truly cares about its loyal customer base.

Awaiting your very timely response and solution...or the opportunity to stop doing business with this company.

Comments

vzw_customer_support

Inkpen13,

I certainly understand your concern and I'm here to provide available options. We have a specific team to assist with device recycle concerns and I'm confident our Device Recycle team can provide a resolution. I don't have a respond time for an email reply however you can also call 877-835-2024. I know call volumes may be high at this moment and I appreciate your patience. Thank you.

TominqueBo_VZW

Follow us on Twitter @VZWSupport

Qtip3

Are you kidding me??????? You can't get anyone at the Device Recycle Team. I have been trying for 2 hours to get my problem resolved. I was cheated also. to start with I went to my local Verizon store who has always been good to me and my family. Never lied to us. The salesman inspected the phone and said was worth the $200 and all I would have to pay is around $40. Activation fee plus taxes. He promised me. I question him repeatedly since I had reservations about buying phone first and getting refund after. The salesman had a little light in which he looked at every port and hole and crevice. He examined the phone really good to be sure before I made a trade. Even before I left the store I ask him again are you absolutely sure I will get the $200 and he said yes. He said the $40 is all I would pay. He told me when received the gift card I could pay towards the bill or buy products from store which I had plan to use part to buy Lifeproof case. Also, if I had wanted to donate phone would have let you know from the start. Unlike Verizon, $164 makes a big difference in most people lives. You should be glad people are doing business with the company and honor the promotion. When I first called this morning concerning the email only receiving $36 the CSR who looked at my case took notes and she said i was definitely due the $164 but would have to transfer me to the Trade In Dept where they would issue my gift card. She was extremely nice and helpful. Anyway, she transferred I held for 20 minutes no answer. I called Verizon again. Got another CSR who was rude, would not let me speak to supervisor, said case had to be escalated. Said she would have three way conversation. she wouldn't even hear of helping me. Anyway, all she did was transfer me to Trade in dept where I held another 30 minutes no answer. I know the Verizons CSR can send out gift card without going through the Trade In Dept. I have seen on other threads that it has been done. There is nothing wrong with my phone. Also, I do want you to know and I know it isn't your fault personally but Verizon's and way I understand the trade in dept is third party company, I have filed a claim with BBB and Attorney General. I am tired of being ***** and no help. I am also tired of other people being *****. I see numerous threads on here of the ***** and it is so sad what people are going through. If the local verizon salesman approved the $200 then I know the phone is worth $200.

Inkpen13

I've called the phone number you provided numerous times and no one on the other end claims to be able to do anything more than read the same information that is on the website. Why can't you just fix the problem or have someone that can fix the problem call me? It has nothing to do with call volumes being high...it has to do with the employees being unwilling or unable to help your customers.

Qtip3

I finally had to file a complaint with the better business bureau and state attorney general yesterday. I couldn't get anyone to answer the phone and no help from Verizon CSRs. This morning someone on another forum had an email address for the Verizon executive. I sent him an email explaining the issue very stern but nice. I also told him that had filed claims with BBB and AG. I explained that if they would take time to read their forums would see customers are being *****/fraud. The email was VERY long! Anyway, I received a call around 6pm this evening stating I would be receiving my remaining $164 which would be applied to my bill. He said very sorry for problem and thank me for being a long time customer. I advise everyone to file claim with BBB, AG, and email Verizon Exec. Maybe they will think the next time before trying to ***** customers.

amsolo

I got lucky. Sorry about your problems. I was ready for a stressful fight but...I bought an iPhone 4 on eBay for $80. It was perfect condition. Very slow process but I did get my $200 email on 11/20. Bought 6+ on 10/14 and I sent the 4 on 10/31 (a few days after I got my 6+). I was worried because I have read all the horror stories and I didn't hear from them a good week after I sent in 4, but I called and found out they did receive the 4, a few days later, a confirmation email, then the gift card. No, I don't work for VZW. Yes, I might leave them for ATT if they don't get the Nexus 6 SOON. I consider myself an expert in technology and know every 't' was crossed and 'i' was dotted to comply with their terms. I also did put a piece of cardboard on both side of 4 to protect glass. somebody had posted a different # in another thread to reach the trade-in program and I was able to get through on that #.

amarie0917

I'm having the same issue...just received notice that Verizon is only crediting me $36 instead of the $200. I had an 8GB 4S in PERFECT condition, sent it back and Verizon denied the full $200 refund saying I entered the wrong information when filling out the return information online. They said I selected 8GB online (which is true because I owned an 8GB) but sent them a 16gb 4s that did not turn on. I've never owned a 16GB iPhone so I'm not sure how I could send them one. When I sent in my 8gb 4s it turned on & off with no issues, had no cracks, not even the slightest scratch. I fully believe this trade in scheme is a complete *****, I don't think Verizon ever intended to refund people the $200. I think this is a huge mess on Verizon's behalf and they are taking no responsibility to rectify the situation. Verizon ***** and I should have left them a while ago.

Qtip3

Send a letter to the Better Business Bureau, your state attorney general, and Verizon Executive for your area. I sent a lengthy email to the Verizon executive and filed claims with detailed information about Verizon ***** to BBB and AG. The Verizon Executive called me the same day he received my email and stated he had received my paperwork from the BBB also. Everyone who has been denied needs to file and email. Maybe Verizon will think twice. I encourage you to do so ASAP. Verizon Exec said very sorry and credit my account that evening as we talk. It was around 6pm when he called. I'm not sure where you live but each region has a Verizon executive and their email addresses are listed. I found a link from someone else on another post on this site but I'm sure you could google. Let me know how turns out.

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