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Trade in issues
cpkendra1
Member

I recently upgraded 2 of my phones. I ordered 2 new iphone 13's and set up to trade in both of our old iphone 8's to get the $350 credit promotion for each phone. The trade in was verified when I placed my new order for both of our new phones, however the second trade in only reflected a $200 credit for trade in.  I received my new iphone 13's both delivered in one box which contained only one trade in envelope to return both phones.  I immediately contacted Verizon online chat and they advised to send both phones back using a separate tracking number and packaging and I will be credited accordingly when the return warehouse receives it. Both units have been shipped to Verizon on 8/23/22 and they received it on 8/28/2022. I received an e-mail stating that the unit that was returned using the provided UPS shipping label had been received and trade in value of $350 is being applied to my account.  Both tracking numbers are showing as being received  at the return warehouse yet no mention of receipt of the second iphone 8 for trade in or notification of any credit. This is the first time I have tried to take advantage of the trade in program and probably the last. I felt as though this was going to become an issue and not receive the proper credit and also lose the second returned phone and have absolutely nothing to show for it in the end. Terrible service, support and customer appreciation, I am a customer of over 20 years and considering taking advantage of the 30 day return policy and switching to another carrier. This situation needs to be rectified as soon as possible. I have already needed to work too hard to get proper credit for a service that I pay way too much for on a monthly basis. In fact, I would also like to see having $70 in activation fees also rescinded. That amount is absolutely ridiculous given the fact Verizon does nothing during the activation process or ordering process.

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Re: Trade in issues
vzw_customer_support
Customer Support

cpkendra1, we want to thank you for your many years of loyalty, and we are sorry to hear about your experience. Making sure you receive the proper promotional credits is important. All device trade-in returns can take up to 10-15 days to be properly scanned and inspected in our warehouse. Please allow this allotted time frame to receive an email confirmation for the second trade-in device. We will be here if you have additional questions or concerns. 

-Sylvia

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Re: Trade in issues
cpkendra1
Member

So, that is the perfect delay in time frame to exceed the 30 days to get out of the new phones and receive a refund and be able to switch carriers.

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Re: Trade in issues
vzw_customer_support
Customer Support

cpkendra1, it would be devastating to see you leave the Verizon family and I want to sincerely apologize for the headaches you have been having.  Ordering new phones, and trading the old phones in should be a seamless process and it is unacceptable that this has not been the case.  As stated previously trade-in devices can take up to 15 days to process in the warehouse.  One can be done quickly, and even though you sent in another that can take time.  Can you please check the status of your trade-ins you can do this here: https://www.verizon.com/sales/digital/tradeinstatus.html  You can either use your email that was used on the order and the submission ID can be found in the trade-in order confirmation emails.  Can you please provide me with what the status states?

-Santo

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Re: Trade in issues
cpkendra1
Member

Hi Santo, thanks for trying to help, but unfortunately another fail on behalf of Verizon Wireless. Status tracker does not recognize the e-mail address or submission id. Funny, the billing can always find me via e-mail, but not when it comes to crediting a customer. Not surprising in the least considering all the deceptive business practices demonstrated by Verizon. Afraid, the time has come to part ways.

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Re: Trade in issues
cpkendra1
Member

If you could please advise how to recover my 2 iPhone 8's that were submitted for trade in so I can begin the cancellation process and porting our numbers to another carrier. Thank you

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Re: Trade in issues
vzw_customer_support
Customer Support

Bear with me as I review a few things. 

-Corey

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Re: Trade in issues
vzw_customer_support
Customer Support

By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:http://spr.ly/6003MRGSZ

-Corey

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Re: Trade in issues
cpkendra1
Member

It is completely unacceptable that my original nits submitted to for trade in can not be returned. I am still within the 30 satisfaction guarantee period, therefore those units should be set aside for that time frame in order tomato me whole again if I am not satisfied. Trust me, I am less than satisfied with Verizon right now.

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Re: Trade in issues
cpkendra1
Member

Several chat sessions and phone calls later, plus the better part of he day and we got to the bottom of the issue. Thanks to Corey for doing a lot of research and Denise at corporate following up. Thanks again!

 

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