No trade in kit received and not trade in records on my receipt

[cicicecilia]

I made an order through an chat, using the upgrade promotion to receive $579 credit after I trade in my phone. But when I receive my new phone today, I don't see the kits and I don't see any record on the receipt. I doubt if the rep that helped me to make the order made the mistake about the trade in. I called an waited 30min without any one pick up the phone. Any one has the similar situation? What to do to make sure the upgrade promotion is applied and get the kit?

[9wood]

I have seen other mention this on here so may want to do a search perhaps can find the answer

[cicicecilia]

thank you. 

I do find the old discussion. The rep replied the old replied I should be able to find a link to print the label in my account. But I don't even have that option. I'm afraid that the sales didn't put the trade in and upgrade promotion into my order so there's no record at all in their system.

Most of the repliers in that discussion spent hours to talk and chat to different people. I don't want to do that when two of my kids are at home now. 

If I can't get respond here, I would consider return my phone and quit verizon after 5yrs. There are a lot other carriers offer better promotion.

[cicicecilia]

I  actually try to check the trade in status. Since I never receive any submission ID I try to use my email. No surprise, I didn't get anything.

[vzw_customer_support]

cicicecilia, we are here for you to help make sure tat you can get the help you need with your trade in. So we can help, please send us a Private Note. Thank you! 

JoseL_VZW

[cicicecilia]

Thank you. I have got help after three hours over the phone. (It's not a very bad three hours. The rep is very helpful and tried his best to help me). 

With the help of the rep's manager, no I have a submission ID and waiting for my trade in kits.

I think verizon needs to think about how to make the system working more efficiently. I see some previous people also need to spent hours to make things correct. 

[vzw_customer_support]

Cicicecillia, I sincerely apologize for all the time you spent on getting the trade-in issue resolved. We definitely value your time and will submit feedback to improve on this process. It should never take three hours to get a trade-in matter resolved. I do appreciate your patience and feedback. Please let us know if you have any more issues. 

[bluetabasco]

I ordered the iPhone 12 Pro on February 26. 2021. I have not received the phone or the trade-in kit. Please advise. I need this resolved ASAP. Three months with no movement is totally unacceptable.

Bruce Perweiler

[vzw_customer_support]

This does not sound like us at all. I am sure you would like your phone. Let me see how I can help you. I have sent you a private message. AmberF_VZW