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Exchange from iPhone 12 Pro to 12 Pro Max
LW623
Newbie

Hi, I recently upgraded from an iPhone XR to the iPhone 12 Pro. I did the BOGO promotion as well as a trade in deal for my XR. I was told I had 2 weeks to return the 12 Pro for a $50 restocking fee. Well, after seeing my daughter’s Pro Max, I decided I’d prefer it for the bigger screen to make photo editing easier. In my research about doing phone exchanges with Verizon, I read they want their customers to have the best phone for them. I called Verizon to do an exchange and spoke to a very nice agent. She told me if I did an exchange from the Pro to the Pro Max, I would lose all of the promotional discounts I received when I initially upgraded not even a week ago because it would require a new/different contract. Is this correct? The person who helped me when I initially upgraded did not tell me this. If I’m willing to pay the restocking fee, why can’t I just exchange my upgrade from one iPhone model to another if I’m within the allowable timeframe? I don’t even mind paying the $100 price difference. I told the nice agent I’d just keep the 12 Pro so I wouldn’t lose my discounts, but it just doesn’t make sense to me.

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Re: Exchange from iPhone 12 Pro to 12 Pro Max
vzw_customer_support
Customer Support

When it comes to a promotion for a device, the promotion requirements must still be met. This is a bit complicated when it comes to a BOGO, because both of the device are required as part of the agreement. To return one, we would need to return both and redo the order. - Nick

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Re: Exchange from iPhone 12 Pro to 12 Pro Max
Tigerstep
Specialist

BOGO requires a new line, it wouldn't be a deal with a new line anymore. You also can't get your old phone back to trade-in again.

I dunno what proper photo editing someone can get done on a limited smartphone. Personally wouldn't bother losing any promo credits if that is a main reason.

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Re: Exchange from iPhone 12 Pro to 12 Pro Max
LW623
Newbie

Thank you, Nick. The agent I spoke with stated the deals I received were one time only promotions, so I’m keeping what I have which is fine. I like the Pro and am very pleased with the photos it takes! Some of the pics I took at Christmas look like they were taken with a professional camera! I am just having buyer’s remorse and wish I had gotten the Pro Max instead. I’ll know better when I upgrade again in 2 years. Thank you for your reply.

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Re: Exchange from iPhone 12 Pro to 12 Pro Max
LW623
Newbie

Yes, I added a new line of service for my husband. I haven’t sent in my old phone yet, but I am doing that today. I am still within the allotted timeframe. I have Lightroom for mobile photo editing, and a larger screen will help me better see the adjustments the presets make. I almost got the Pro Max when I upgraded, but I talked myself out of it after reading it required two hands to text because of it’s size. After seeing my daughter’s, though, it’s not that bad with the keyboard adjustment. I am keeping the Pro, however, so I don’t lose my promo credits. Thanks for your response.

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Re: Exchange from iPhone 12 Pro to 12 Pro Max
vzw_customer_support
Customer Support

You are very welcome. We are always standing by to support you. If you need us again, don't hesitate to reach out to us. BrittanyC_VZW

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