Let me first say that I have been a Verizon Wireless customer for over a decade and have had no issues with them whatsoever. I took advantage of the new iPhone trade in program sending in my old iPhone 4s. I received the packaging to send it back and followed all of the instructions, I took my very good condition phone out of the case, turned off find my iPhone (verified by Apple), and reset the phone to factory settings to protect my own data then sent it back. I waited 2 weeks to get any kind of response that they had received it, once they did they gave me a credit of $36 with the following reason:
"LCD is not working - Screen is cracked/damaged, Activation Lock not deactivated"
The problem is that now there's nothing I can do, I'm at the mercy of their word against mine. I called their support and the issue is being "escalated" with their support team which involves them emailing me back within "7-10" business days, I couldn't even talk to someone about it over the phone which really bothers me. There may be nothing I'm able to do (except change providers when my contract is up) but thought I would come on here and warn everyone to go to the store as their mail program is a scam.
We have seen a lot of these reports on these forums. I only saw once successful reversal reported. Good luck to you, wish I had words of wisdom.
I am very curious on where these phones are getting shipped to. I am guessing it's a 3rd party who is not completely honest on processing phones taken in.
Does anyone have the ship-to address available?
vett09
We used to have the same process at another carrier, but we were required to take pictures of the device for proof as to why or how the device was damaged. These practices are not good, and Verizon could end up in a lawsuit.
From the forums here, if I ever have to ship a device in - I am going to take numerous photos of the phone/serial number, and video the entire process of packing it and sealing the box.
Absolutely! It's sad that we have to go to those lengths, but I have learned my lesson. Shame on them!
vett09
My lesson has been not to deal with Verizon outside of cellular coverage and cellular service. I won't buy anything extra from them, not will I deal any phones to them. They are snakes, at best.
After 20 years with Verizon this trade in program has me looking at a different carrier.
Have you had any resolution to this? I'm in the exact same boat with you. The only contact I've been able to make was through Twitter @VZWSupport
I also got an email address support@online.trade-in.vzw.com
however, I still haven't gotten a response. Been bugging Verizon since October 4th....heavily debating about filing a complaint with the BBB
I haven't had any response yet, but they said 7-10 business days and that hasn't passed yet. Come day 11 I'll be contacting them again if I don't hear anything. Good luck to you...
The bigger part of the scam is that they send you via mail the return packaging using a USPS tracking number.. What they want you to return the package in is a USPS non tracked crappy packing. A friend of mine recently got a phone replacement from Verizon and the shipping both was a box... Padded and trackable with insurance!
I've filed a complaint with our state Attorney and If I were you guys I would also. This needs to stop.
Oh and I'm still watitng on our free 1gb promo for 3 phones..
Hello fellow suckers. I also was informed my screen was not working and was cracked and damaged, which was not the condition I sent it in. Someone is cleaning up on this scam. I think reporting to the Better Business Bureau to document this is our only recourse. Sad really, as overall I have otherwise had a good experience with Verizon. Good luck to all
I took video of me putting it in the envelope good luck trying that crap
that sucks this should be in the main Google search along with iPhone 6
news
You all say envelope, as in the crappy padded envelopes that are Free at the Post office kind of thing? If anyone thinks a phone will make it anywhere but to the Courier alive they shouldn't own a smartphone.
I just wanted to update this post and say that Verizon did the right thing. They gave me a $164 gift card credit to give me the full $200 promised. See below for the message, which looked very automated and had no further explanation. I would have liked a personal explanation, but I'm not going to complain after reading some of the other horror stories on these forums. I hope some others will have the same luck that I did.
Message from them:
Thank you for contacting the Verizon Online Device Recycling Program. We are sorry to hear that you were not satisfied with the program.
A courtesy credit will be processed and sent to you by e-mail. We hope that this courtesy credit will compensate for any inconvenience the Verizon Wireless Online Recycling Program may have caused you.
If you have any additional concerns, please call us at877.247.3846 between the hours of 8:00 a.m. and 8:00 p.m. Central time and our support team will be happy to assist you.
I called the trade in support phone number at 877-247-3846 and the rep said
they would investigate it and get back to me via email... then just
received the credit out of the blue in my email with no explanation. Good
luck!
On Fri, Oct 24, 2014 at 11:29 PM, iphone_lover <forums@verizonwireless.com>
I've been having the same problems as everyone else - was quoted $200 trade in for my IPhone 4S and then had it valued at $100 on their trade-in website (and still don't know what I'll actually receive). I can't get through on the phone line and no one responds to my emails.... so I started Tweeting about it... Verizon responded within minutes, "Let's clear this up..." Now granted, it hasn't been cleared up yet - but at least someone is monitoring Tweets about Verizon.
So my suggestions is for everyone to start Tweeting about this scam and see if we can't get Verizon to make good on their word....
I'll tweet it!!!
Has anyone drafted a letter to their state attorney that we can use. I think if people had a draft they would send it to their state attorney. I am going to write to ours, I'll post my letter when I get it done.
I too had this same experience!! Perfect condition iPhone 4s got me a whopping $36. It's clear that from the start that is all that they were planning to offer anyone... why are they appraising phones at $200 then?! I am so frustrated. I've been trying to contact the trade in department for over 2 weeks and there is no one "available" to take my call. They're experiencing higher than normal call volume!!!! Seriousl? duh. VERIZON YOU RIPED THOUSANDS OF CUSTOMERS OFF!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I hope there is a class action lawsuit. We have been wanting to leave verizon for awhile, I am just going to suck it up and pay the fee. I have never hated a company as much as this. This was just the last straw.
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