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This seems to be an ongoing issue with Verizon and UPS. I get that it happens every so often that a carrier losses a package but Verizon provides absolutely zero help. They have no procedures in place, ticket after ticket opened, no follow up. Ive been with them for more than 20 years and have only had one issue and I'm completely ignored.
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Whatever happened? I was told I’d get phone calls too but I got nothing.
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I replied.
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I have the same issue which I reported multiple times through chat/calls, but not solved yet.
I ordered 4 new iPhone 12 through Verizon's $579.99 trade-in program (5/23) for my family. I received 4 new iPhones 12, but there was only 1 trade-in shipping box/UPS label (5/26). I had to ask for additional 3 shipping materials through chat and trade-in team call center (5/27). They had to register trade-in for 3 iPhones again.
I shipped all 4 old trade-in iPhones on 6/1. Three arrived at the trade-in center on 6/3, but one trade-in (iPhone 8 64GB gold) didn't. UPS tracking shows it was shipped on 6/01, but there is no further update. It is still missing as of today (6/30).
I contacted UPS and they told me that I have to contact Verizon to initiate the claim. On 6/10, I reported this issue to the Verizon trade-in team call center with my order #, submission ID #, IMEI, and UPS tracking #. I was told that (1) Verizon will initiate the claim, (2) I will get a full refund ($597.99) because it is not my fault, and (3) I will get an update about this claim.
On 6/14 I contacted UPS to check whether there is any claim initiated by Verizon, but it was not.
Because I couldn't get any update, I contacted the Verizon chat and trade-in call center again (6/22). Not surprisingly, I had to explain everything again to a new person. He told me he initiated a ticket to the warehouse and this loss will be covered by insurance.
On 6/25, I got a new bill which still includes full monthly payment for one new iPhone 12 (no trade-in promotion applied).
I contacted UPS again today (6/30) and heard that Verizon did not initiate any claim for this missing trade-in shipment and there is nothing I can do by myself (from UPS "To follow up on this matter, you would need to contact your shipper and verify the alternatives they may have available to offer you. Any further action that may be required for this shipment must originate from them. I apologize that we are unable to assist you at this time").
I have been a loyal Verizon customer for over 12 years. But, this experience is very frustrating. I had to report the same thing multiple times through chat/calls (after long waiting). Every time, I had to explain everything again. They keep saying it will be handled and I need to wait. However, I couldn't get any updates/emails/texts/calls about my report from Verizon yet. This silence or ignorance is an experience I didn't expect (compared to frequent sales/promotion emails/texts from Verizon). I am not sure how other claims in this thread were resolved. At least, I'd like to get a confirmation that my claim is in progress. I am not fully confident whether it will be covered by Verizon as I heard (UPS didn't get any report from Verizon yet as of 6/30; my first report was on 6/10). I feel tired to check and report this again and again. Verizon chat sends me to the trade-in call center, and the trade-in call center keeps saying it should be addressed by the warehouse (they don't provide a contact warehouse number or customer service manager contact information to check it further). But there was no single update or confirmation. I expected better customer service from Verizon to loyal customers if they want to keep them. I hope this message board is more responsive/responsible/professional than my previous chats/calls
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Thank you for keeping us updated. So that we can best assist you, please stick to one thread to post your comments instead of the same comment in multiple threads. That will only create duplication and confusion. We have also sent you a private message, so please check your inbox and communicate with us there so that we can further assist you, as this would involve account access.
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I am not sure why you mentioned duplicate messages. This was my first post on this message board. Just in case, I am lazymonkey not Daniel8888.
There is no message in my inbox ("You have no private messages"). Was it sent to my phone? Nothing there too.
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I highly doubt they will take care of this. Verizon acknowledged receipt of my old phone, then charged me for the "free" iPhone-so I had old phone taken and new phone should be free but I am paying for it. I got ripped off twice.
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How about be less sorry, and stop stealing from people?
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Im currently on hold with Verizon because of the same issue. I would think the company would have the integrity to do the right thing in these scenarios, but after reading this thread I have my doubts. Not one time have I seen someone post that Verizon promptly took care of the issue...not on a single reply. Hopefully they dont feed me the same garbage and stick me in an unending que of people that got ripped off.
It also seems to me that some people in the UPS handling system are just stealing packages that they know are trade-in phones...and yes they know which ones they are just by a quick glance at the lavel. For example, when I dropped it off the UPS clerk took a quick glance and advised me to keep my reciept until my trade-in goes through. Not implicating him, but just an example that the labels say it all when you know what to look for. They know which labels have value. Just saying.
Yet I haven't seen anything about Verizon investigating the issue. Its easier to just stick it to the customer unfortunately. Why did they even do away with the stores just accepting the trade on the spot? Stupid company move.
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Hopefully I spoke too soon, because this last customer support person I spoke with seemed pretty confident that once a claim is filed with UPS that it will be resolved rather quickly. I'm not too big to eat my words if my previous post is disproved-Keeping my fingers crossed!