My wife and I have been Verizon Wireless customers for at least 15-20 years. It was time to upgrade our current phones and we decided to both buy new iPhone 6's. The key to our decision was the $200.00 trade-in value of our current iPhone 4's. We had both phones qualified by the Verizon Wireless store Manager, disabled "Find my iPhone", and iMessage, and did a Factory reset on both phones. I then made a video of each phone showing the physical condition of each phone and that they both powered on and off and all the buttons worked. I then packed the phones in the "Verizon provided" shipping materials, careful to explicitly follow all directions regarding the phone preparation. I had read too many posts from people who have had problems.
I received the full $200.00 value for one of the phones, but two days ago, received an email notice that my wife's iPhone 4 had a cracked screen and I would only be receiving $36.00. I immediately called Customer Support and was transferred to the department handling the trade-in program. I told them that I didn't agree with the trade-in value as the phone was in perfect working condition when I shipped it, and I have the video evidence to prove it. I offered to send the video to whomever wanted it. They're opinion is that the damage must have happened "in transit". I reminded them that the phone was their required packaging. They said they were going to forward my case on to the resolution team.
I will post again as my case progresses.
