IPhone Trade In Scam

[Dan_F]

I just want to post a warning here for anyone thinking about trading in their older iPhones or any phones for a "gift card". 

DON"T SEND YOUR PHONE TO VERIZON.

Here's why...

I recently upgraded my iPhone4s to an IPhone5s and hoped to receive what Verizon told me would be a $200 gift card for my old phone.  I answered all the questions in the condition questionaire truthfully and was sent confirmation by email that I would be receiving the "$200" gift card once Verizon received my old IPhone 4s.

I sent the IPhone4s to Verizon last week in the envelope and packaging provided to me.  I folllowed all the steps clearing the IPhone and disabling the IPhone Finder function.

Yesterday I received an email saying that my gift card was only going to be $76 instead of the $200 promised.  There was no number to call on the email so I ended up calling Verizon's main line and talked to a woman named Wanda who also had a very hard time finding the correct number to call about the gift card.  I spent about 45 minutes on the phone and finally was transferred to the Verizon Gift Card department where I was told by a not so helpful representative that the reason why the gift card was $76 instead of $200 was due to a problem with the charging port.  There is no problem with the charging port.  I have owned the phone for the past 2 years and charged the phone without issue up until the day I sent the phone to Verizon.  In fact the phone probably had a full charge when they received it.

I asked what Verizon will do to correct this problem and the representative told me it would take 7-10 days for them to research it.  I was counting on the promised $200 to help pay the Verizon bill due in a few days.  10 days to research an issue like this is excessive.  It took them 2 or 3 days to appraise the value of the phone at $76.

I have been a Verizon customer for the past 12 years.  I currently have all my services with Verizon including phone, FIOS internet, and FIOS TV.  I spend over $250 a month for Verizon services.  Is Verizon willing to lose a paying long standing customer over a $124 error that they are refusing to correct?  At this point it seems like it and I want this post to be a warning to anyone who is thinking about trading in their older phones.

[scdantes]

Just to update my own post, Verizon made it right.  They replied to my e-mail last night informing me that I would need to remove the device from my icloud find my iphone, which I did.   I replied to the e-mail indicating I had removed the device from my iCloud find my phone app.  This morning, I received an e-mail with a gift card for the remaining $164!  Thanks Verizon for making it right.

[matthewood]

WOW! An actual human responded to you? I never got such luck!

Do you mind letting me know how/who responded ? I am in the same boat...

Congrats and thank you!!!

Matthew

Sent from my iPhone

[scdantes]

I didn't get a name from anyone.  I received the following e-mail:

Good Evening,

I can understand the frustration you are having with this situation.

The value of your phone was reduced because your device was received with Find My iPhone not disabled. This renders the device unable to be recycled. The Activation lock on the phone is a kin to us buying a house from you but you not giving us the keys to the house. And in this situation we can't even call a lock smith. This is why there was a reduction in value for the phone. Please see attached photo of your device.

If Activation Lock/FMIP App is not deactivated; please visit iCloud.com and sign in using your AppleID. As there can be multiple IDs involved, please check any email address that you may have used with Apple. This will allow you to see any devices active on the Find My iPhone application. If the screen for Find My iPhone says all devices offline or shows any active, please click the downwards facing arrow at the top center of the screen. This will allow you to see all devices on the Apply ID. Verify the device has been removed from any and all AppleIDs.

There is a difference between offline and not attached to the AppleID. A clients phone needs to be removed from the iCloud account. The iCloud shows all devices offline, click the drop down menu for all devices at the top of the screen. This will show all devices attached to the Apple ID and please remove all devices.

By verifying the Activation lock is disabled, we will be able to continue our investigation into this situation, and come to a mutually beneficial resolution.

Unfortunately, per the terms and conditions of the Verizon device recycling program and agreed to by you when you submitted and mailed your device for trade-in, no devices can be returned.

Thank you for your inquiry.

Regards,

Verizon Wireless Device Recycling Team

I logged on to the iCloud, deleted the phone from my account, and replied to the e-mail address that sent me the e-mail which was:

support@online.trade-in.vzw.com

I told them I had removed the phone from my iCloud account.  The next morning, they sent the second gift card for $164.

[thanhle]

Thank you so much for submitting your email from the Verizon Trade-In Team and for including the email address (support@online.trade-in.vzw.com). I submitted my complaint to them, and also took off the traded-in phone from Find My iPhone (again, since I did it before, but apparently it didn't "take"). Hope I'll be compensated for the missing amount now. Thanks again scdantes!  Much appreciated!

[novanovanova]

If you have your old serial number or IMEI, printed on your original receipt or box, you can now check the activation status and provide a PDF screen print to Verizon: https://www.icloud.com/activationlock/

https://www.icloud.com/activationlock/

[njamesAZ]

Well, lump me in with all the rest. Traded in an iPhone 4 in perfectly good condition for a $200 gift card, and received $76, with the claim that my phone was "cracked/broken" when they received it. Now they're saying it's my word against theirs as to the condition I shipped it in, and as of yet aren't adjusting my credit. I'm not done with this yet, though the trade-in dept. is so inundated they aren't even accepting additional calls.

Hopefully i can get a resolution to this, like some of you have. My phone was not cracked or broken wen I sent it in - if it happened during shipping, I can't see how that's my fault. I wish I would have seen this thread earlier - I would have taken my trade-in to a store for proof of condition first!

Wish me luck. Uhg.

[Stphkramer]

I had the same issue. I received a $36 credit. I feel like I have been cheated by Verizon and am not happy. I followed Verizon's instructions on resetting my iPhone. I turned off the find my phone feature. I reset the phone and erased all content. I logged into my iCloud account and deleted my old phone. Yet, Verizon says that I did not deactivate my phone. Total scam. I have tried to call the device recycling support number several times, and I have sent an email with no answer. I want to escalate this issue to get it solved, but it is impossible with no one to contact. I am very disappointed in Verizon's ability to handle this.

[estes1976]

Hello.  I am having a similiar experience.  Did you ever get any resolution?  If so, what did you do?  I contacted the call center and they told me they would "escalate" my issue.  I was appraised at 200 dollars and recieved 36 dollars.  I followed the instructions implicitly.  I feel like I was totally scammed by verizon.  I want my phone back or the full amount appraised.  What a complete and utter joke.

[estes1976]

Verizon executive from.colorado called me this morning and made it right they credited me the full amount for the trade in of my phone thank you for your prompt response Verizon

[Jylphoenix]

how did you get them to call you?!?

[tjmich]

They promised to call me, but never did.

[Jungull]

I also wish I saw this before I sent in my phone. However, my issue is that they still do not have my phone lsited as "received." I put it in the mailbox at my local post office on sept. 29th and I haven't heard a thing.

Does it normally take that long?

[whitneyanne1]

Hello,

I am also having serious problems with this rebate program.  My fiancé and I  turned in my iPhone 4s 16gb with an appraised value of $200 and his iPhone 4 16gb with appraised value of $200. All directions were followed by our Verizon representative, Alyssa at the Verizon store (turn "Find my iPhone" off, clear personal data, reset phone) and sent in. A few days later we received emails from VZW with virtual gift cards of only $36 in value.

Our iPhone were in excellent condition and all steps were followed before sending it in. According to VZW, the reason was that the "Find My iPhone" was not turned off. I called VZW's trade in department to dispute this as I know with confidence that I followed all the listed steps - including turning off the "Find My iPhone" function. The woman on the phone told me that I did not do as I had just stated and that "there was nothing she could do." She also told me that she refused to return our cell phones as they are now "property of Verizon." Yes, that is exactly what someone wants to hear, her attitude was the icing on top of the cake.  I am absolutely disgusted with this entire situation. I am a medical student, it took me 36 times JUST to get placed on HOLD one afternoon in-between surgeries. I don't have time for this, seriously; I DO NOT HAVE TIME FORE THIS. I 100% follow every rule and make sure that everything I complete is done 100% correctly. I am disgusted that Verizon Wireless thinks they can treat me this way, I have been a paying customer for the past TWELVE years! Our monthly bill for our family plan is > $350.00 per month and is always paid early. I am outraged at the lack of customer appreciation and for withholding the credit we loyal customers deserve.

I called again, the same night and another woman said that she would escalate the issue and send the Trade-In dept. an email to have someone call me back. But of course no one called me back, I still have yet to receive a phone call or e-mail.

Believe me VZW, I will not let this go! Our iPhone's were in excellent condition and the Find My iPhone app was turned OFF before shipping, I WATCHED THIS HAPPEN in the VERIZON STORE!!!! I don't care what it takes, either send me my phone back or give me my $200. I will be calling everyday and emailing everyone at corporate until this gets corrected.

This is the most disgusting customer service I have ever dealt with. Shame on you Verizon, SHAME ON YOU.

-Whitney Anne

[Jungull]

How long did it take for them to respond to you after you sent in your phone? I'm almost at 2 weeks since I've sent it in and haven't heard anything back.

[whitneyanne1]

I don't remember exactly how long it took, I purchased my iPhone 6 on September 19th. I received the mail in envelopes within the following week  after our phone were purchased. I just received my e-mail notification this past Tuesday. So, at most; around 1-2 weeks sounds about right.

[whitneyanne1]

It went to my e-mail account, which I also didn't realize was going to happen. I was waiting for something in the postal mail. There was poor communication on that part as well.

[LRVassar]

This has apparently become such an issue that there is a five page discussion regarding it. If I were in your shoes, I would file a small claim ($50 in most jurisdictions), and force them to prove damages. Once they accept the phone, the liability is on them. It's very easy for them to say "Your phone is broken," when they aren't forced to prove it. It's also illegal.

[vett09]

I've had the same exact issue detailed here: https://community.verizonwireless.com/message/1158161#1158161

It's frustrating to see 6+ pages of people getting ripped off by this scam! SHAME ON VERIZON!

[LRBrown]

Had a similar issue and all of these topics got me to just skip this whole ordeal and go elsewhere.

Verizon rep's also told me they had similar issues which I outlined in my post here:

Just canceled iphone 6, beware of Verizon Trade in program. Regret it all.

It should be illegal for Verizon to link to these 3rd party companies offering insurance, cash for trades, and other nonsense.  They can't wait to sell you Asurion insurance and then throw their hands in the air like they don't know anything once you need a replacement. 

[Desert_Denizen]

I too received a quote before I sent my 2 week old, perfectly working, except minor problem 4S for recycling.  I followed all instructions, deleted content (how could I do this on a non working phone) and mailed to Verizon.  I explained to them the phone will only power on/off while connected to power source.  I actually had independent tech look at phone who told me it was probably due to minor corrosion on battery terminals.

I just received my $18 "gift" card from Verizon; a far cry from the $100 quoted.  Guess I'm the one who gave the gift.  Wish I'd sold it on EBay.  I'm so disappointed in Verizon, I may change carriers.   😞

[rcschnoor]

Desert.Denizen wrote:

I too received a quote before I sent my 2 week old, perfectly working, except minor problem...I explained to them the phone will only power on/off while connected to power source

This certainly does not sound like a minor problem to me.