I traded in my iPhone through Verizon's trade-in program in January of this year and received my new iPhone 12 pro max. Verizon provided me with a box and a label shipment to return my old iPhone. I used the return box and shipping label, providing the package to UPS. When I attempted to track the shipment, I was advised by UPS that the package was lost.
Since Verizon never received my iPhone within the allowed period, it canceled my promotion. I called Verizon with the proof of my shipment and the tracking number. I was instructed to open a direct investigation with UPS, which I promptly did. UPS opened an investigation and asked to call back in 10 days,
When I called UPS back, I was transferred to the UPS claim department, where an agent gave me my claim number.
The agent said that UPS was willing to reimburse the lost package but could not reimburse me directly as Verizon was the sender. For them to go on with this claim, they needed Verizon to call them and provide them the value of the phone and other details.
I called Verizon's trade-in program and told them what the UPS agent had told me. They put me on hold while they called UPS. I was then informed that Verizon was expecting a form from UPS in less than 24 hours and that they would call me back.
A week went by, and Verizon never called me back. I followed up with Verizon three times in three weeks. Each time I had to start my story from the beginning because each new person that took over the file had to begin from the beginning, and each time they promised me that Verizon would call me back, something they never did, although it appears that they put notes on my file each time.
The last time I called yesterday in mid-March, the Verizon agent transferred me to his superior due to my frustration. To my surprise, the supervisor told me that the trade-in program would not help me. He said that because Verizon did not have my trade-in device, it could neither refund the value of that iPhone nor put me back in their trade-in program. Further, the supervisor told me that only the Verizon warehouse could deal with UPS and package loss. The only way for Verizon agents to communicate with the warehouse was to open a ticket and send it to them. This supervisor assured me that they had sent several tickets to the warehouse and that I had to wait at least 12 days. This, although a first ticket, has been opened at the end of January – almost two months from today. I asked for the phone number and email of the warehouse and was told neither was available, and the only means of communicating with the warehouse was via tickets.
I am caught in a no-win situation. Trusting in the Verizon trade-in program, I paid for an expensive new device that I would not have bought without the deal offered. Because the trade-in phone was lost in Verizon's transit, I have been dropped from that program and have lost the benefit of the trade-in value of the original phone. And yet, I cannot claim a refund for my original phone since it was sent as a Verizon shipment on the label VERIZON provided.
Any claim reimbursement by UPS will be paid to Verizon, not to me. How is this fair?
Verizon doesn't care because they have nothing to lose; they canceled the deal.
and UPS pretty soon will cancel the claim (they have a time frame for the claim )
Hi there, joelle1059, I have sent a Private Note to your inbox about your inquiry. Please reply to me there. Thank you!
Akane_VZW
I have this same issue right now. The promo hasn’t been cancelled yet, but I’m sure it will soon as UPS says that they have lost the phone. Can someone please help us?
We would like to see what's going on with the package. Let's get to the bottom of this. We would recommend contacting us at 800-922-0204 or @VZWSupport on Facebook or Twitter for faster assistance.
I have called and chatted 5 times. There have no resolution. If I call again, it’s more no resolution. No one has any answers. No one helps. UPS sends me back to Verizon. Verizon sends me back to UPS. I guess I should call daily.
Daniel8888,
We know how important it is for you to receive credit for your trade in, and we want to help resolve your concerns! Please reply to our Private Message, so we can gather the details needed to assist with your trade in.
Thank you,
MichelleH_VZW
I'm in the same exact situation. I spoke with someone last week who opened a ticket and assured me I would still get my credit for the lost device. They promised me a phone call back this week, well this week is over and I've heard nothing. I would have never purchased a new device if it weren't for this promo, and I am astonished at how many of these phones are so conveniently lost by UPS. I told them over the phone, and I will say it again...I am offered an AT&T discount through work, so if I must end ALL my years of loyalty to Verizon, I will.
Hollybelle79, we'd be so sad to see you leave the Verizon Wireless family to something much different. I know when getting a promotion when getting a new phone is part of the decision-making process. My goal is to make sure that we do everything we can to assist you with this missing device that you sent back to Verizon. I've sent you a Private Note. Please respond to that message.
-KevinR_VZW
I have the same issue.
one device was returned fine and credit approval issued. Send two more devices (gave it directly to UPS driver as I always do). and now Verizon emails me that I must send it back asap. Chatted twice with Verizon support but they say "we don't have a tracking number". How is it possible, if for those returns that do work, I get email of acceptances a day after I give it to UPS. That means there is a UPS tracking number somewhere.
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.
I am having the same exact issue. Verizon just canceled my trade in deal. With this many similar problems, surely there must be a problem with UPS. How can I resolve this issue?
We always want you to get the promotions you qualify for. We have ways of handling it when something like this happens. Let's get to the bottom of this. Please send us a Private Note for assistance.*Melissa
This is not really the case. The solution from Verizon was to give me a "courtesy" credit per month - a fraction of the trade-in value. Verizon's answer was that it is my fault and my problem that UPS stole/lost my phone from the dropbox where I left it.
NEVER use a UPS dropbox. It's not safe. And Verizon doesn't really care.
Also, Verizon, if you really want to help... you need to reach out to each of us privately. When we reach out to Verizon "privately", we get the run-around and get sent to 3 or 4 different people, resulting in nothing. Please have someone who is empowered to fix the situation reach out to each of us who have this particular issue. Thanks.
How about be less sorry, and stop stealing from people?
Whatever happened? I was told I’d get phone calls too but I got nothing.
I replied.
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.
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.
I have this same problem - NOBODY at Verizon will talk to me! I've exhausted my UPS options already. They point me back to Verizon because the package has not tracked and is not in their system. Of course it isn't because their employee or other has stolen it before scanning!
Anyhow, I was on hold 3+ hours yesterday - nobody picks up at Verizon.
I need to clear this up. Could a Verizon person please contact me directly!?
Thank you for the helpful information, Salzo We can certainly look into this further.We have sent you a private note. Please reply to the Private Note so we can look into this further. -Gerson
Start a new topic or ask questions in the open forum.
