I did an early upgrade as part of a promotion from Verizon. Verizon provided me with a box and pre-paid shipping label to return my old phone. I packaged the old device in the box, attached the pre-paid label, and dropped it off at UPS. I was provided with a receipt and tracking number. A few days later I confirmed online that it was delivered to a different city/state and not the Texas Verizon location so my package was lost.
I called Verizon with the proof of my shipment and the tracking number along with the name of the person who signed for the package, so obviously someone received and has my phone. They said they would work with UPS but never received a straight response so don’t think this was ever done or any claim was filed from Verizon with UPS. I’m sure if it was, UPS could’ve tried to retrieve the package. After many follow up calls and chats , Verizon said that because they did not have my old device, they could neither refund the value of that iPhone nor honor the promotion. They “resolved” my ticket by letting me know that I had to pay the remaining balance on the old device, so now I’m left holding the bag UNACCEPTABLE!
At one point Verizon even told me to open a direct investigation with UPS, but when I called UPS directly, they couldn’t help me since it's not my account. Because it's a Verizon pre-paid label, Verizon is considered the shipper. I’ve been dealing with this back and forth for too long, Verizon tells me to contact UPS, UPS tells me to contact Verizon this is not ok.
As the customer, I did my due diligence and properly packaged the old device in the materials provided and attached the Verizon pre-paid label. If UPS lost the package, Verizon needs to work with UPS on this. I have done everything as a paying customer I am supposed to do, within the time frame provided and using the materials Verizon provided.
If Verizon can't get the phone from UPS because UPS lost it, Verizon needs to file a claim to collect the insurance from their UPS account and credit my account. This should not be placed back on the customer, who has done everything they had been asked to do.
I’ve been a loyal Verizon customer for many years, and it would be sad if my loyalty had to end because of this issue. Verizon really needs to step it up and provide a real solution in this matter.
