Trade in Bait and Switch
mjb523
Enthusiast - Level 1

It seems that if I post on here, I might get a solution.

I spent HOURS on chat on 12/18 to work with an agent to get new phones for my husband and myself.  I was promised a $579.99 trade in for my iPhone 6.  The agent ASSURED me that my phone WOULD be worth $579.99 as long as there were no battery issues, screen cracks, or body damage.  My phone was in great condition. 

I mailed it as per Verizon requirements, and today received an email that my phone was given a trade-in value of $21.  

Net loss: $558.99.  

So here's the kicker: in the email I received, it was stated that my phone was received "as expected".  As expected.  Meaning, they knew what they were getting, I didn't try to pull one over on Verizon, and my phone was in the condition they were expecting.

The reason given?  

Adjustment reason:

Better qualifying promotion found

 

Umm, no, Verizon, that's not right.  If there was a BETTER promotion found, then I shouldn't be paying almost $800 for my new phone.  I should have received, oh, I don't know, MORE money than you originally promised.

I tried to chat with an agent.  The agent said, "Oh, I see on your statement that you received $21." Yes, that's correct, agent person.  I want to know WHY.  And if there's a better promotion, what is it, and why am I paying top dollar for my phone?

So I want Verizon to do one of two things:  1. give me the promised value for my "as expected" phone, or, 2. tell me what the better promotion is, and reduce my bill to reflect it.

 

Labels (1)
71 Replies
vzw_customer_support
Customer Service Rep

We always want you to get any promotions you qualify for. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.

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vzw_customer_support
Customer Service Rep

We would be more than happy to take a look into your promotion with you. We have sent you a Private Note so that we can better assist you with this matter.

EllisandraC_VZW

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lisabloch1
Enthusiast - Level 1

I am also the victim of your bait and switch program.  I sent in 2 phones for promised even upgrade.  1st phone was a Samsung Galaxy which was supposed to have a trade in value of $700.  I was told that the device received was not the device expected and they would only credit me $35.  After several chats, calls and hours, I was finally given the credit I was promised.  Now I am still dealing with the 2nd phone that was sent in which they are only give a $45 credit.  I have been a Verizon customer for over 20 years and I cannot believe the frustration that you have to endure to correct their false promises.  I feel like they are hoping that people don't check back on them so they can take advantage of the folks who give up after the endless hours of trying to correct their "mistakes".  So frustrating and you can never get a supervisor either.

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vzw_customer_support
Customer Service Rep

lisabloch1,

We don't want you feeling as a victim, and understand how important it is that you receive your trade in credit for your device. Has anything changed on the status of the second phone? What happens when you check the status of that particular trade?

Just in case: https://www.verizon.com/od/trade-in/checkStatus?adobe_mc=MCMID%3D17103174260951273150689255728845923...

KatiM_VZW 

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mgar2112
Enthusiast - Level 1

I wish I would have read this before I stupidly tried a trade-in with Verizon. Per the website and the store clerk I was expecting $800 trade-in values on each of the S8+ phones I sent them. Keep in mind this promo stated it included damaged phones. Yesterday I checked the trade-in status and was dumbfounded.

Phone 1: S8+ in great condition with no damage: "On Jul 27 we evaluated the condition of your device and found it to be different than indicated and adjusted the value from $800.00 to $0.00. The difference of $800 will be charged to your bill". Absolutely stunned me. The site showed that the trade-in had been entered as an S8 not an S8+ so I guess someone made a mistake. Still can't believe this one.

Now it gets better:

Phone 2: S8+ with a cracked screen. The store clerk had accidently entered an estimated value of $400. I was assured multiple times that it showed as $800 in their system. Trade-in response: "On Jul 27 we evaluated the condition of your device and found it to be different than indicated and adjusted the value from $400.00 to $800.00. The difference of $400.00 will be credited to your bill."

So they accepted the trade-in on the broken on and said that they would value it at $800 but only credit $400 to my bill? 

Come on Verizon!!! I've been a customer for over 20 years and I've never had an issue like this. I followed all of your directions and in good faith sent you my phones. Now I need to find time to spend on the phone to see if I can get this straightened out. I feel so ripped off!.

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vzw_customer_support
Customer Service Rep

We apologize for any inconvenience this has caused, mgar2112. Glad to hear you were able to get assistance with our chat support team. Please keep us posted on your progress. 

 

GersonG_VZW

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mgar2112
Enthusiast - Level 1

Update: after a quick on-line chat with customer support, I was told that both phones had been valued at the full amount and then I was directed to a link (https://www.verizon.com/od/trade-in/checkStatus#/) where I entered my trade-in submission numbers and the values for both phones were the full amount that I expected. It also showed that the credits had been issued. I shared with the agent that the info did not match what the customer-facing trade-in status pages were showing. The agent apologized for the error and said they would pass that info on. So at least now I have a link and screenshot to save as proof. My next bill doesn't show the monthly credits yet but I know that can take 1-2 cycles so I'll go back to checking every couple of days. I'm glad I gave the chat agent a chance.

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vzw_customer_support
Customer Service Rep

We are grateful that you did give us a second chance to make this right, mgar2112. We assure you we are your advocates and we are here to help you! Thank you again, for allowing us another opportunity to turn your experience around! "That is what life is about. We do not get redos, but we get second chances!"

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9wood
Specialist - Level 2

Others have reported same problem or issue seems they think what you get told or promised is not what someone else will follow and is what they decide it to be