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Need to send old device; chat not working

We recently upgraded a device, but the store didn’t provide the materials in order to trade in the old device. I’ve tried multiple times to use the chat, answering questions about the condition of the old device, just to get a response that the system can’t proceed due to technical difficulties. Can someone from Verizon help?

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srpunky

chat is still giving the same error today

srpunky

Chat still not working today.

is it possible to take it into a Verizon store?

Verizon_Support

Congratulations on your new device Srpunky! I'm sorry to hear you ave run into trouble with your trade in. To make sure we're aligned, has the trade in been initiated? If so, what happens when you try to order new materials here? https://www.verizon.com/sales/digital/tradeinstatus.html

-Melissa

srpunky

No, I don’t have a trade in initiated and nothing comes up when I check the website you shared.

When I go through the chat, I answer a series of questions about the device, confirm that I want to move forward with the trade in, and then an error massage happens that says to try again later.

Verizon_Support

Thank you, Srpunky. Are you getting the same error here? https://www.verizon.com/trade-in/

-Melissa

srpunky

When I go to that page, it tells me the device isn’t eligible for trade in. However, the store and chat indicated it was.

Verizon_Support

srpunky, thank you for this info. Let's take a closer look into your account for more answers. I have sent you a Private Message.

-Natasha

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