When the Black Friday deal to trade in an old phone for a new iPhone 7 or 7 plus was announced, I immediately went online to take advantage of the deal. I communicated with a representative through the chat feature to be sure I was doing this correctly. Because I still owed money on each of my 5 prior iPhone 6's, I had to first pay the outstanding balance. I was happy to do this knowing that I was getting brand new phones. Before proceeding with this purchase and payoff of the old phones to the tune of about $500, I clearly and specifically asked the customer service representative to confirm that my 5 iPhone 6's were eligible for this offer. In no uncertain terms the representative assured me that the iPhone 6 was eligible. There was no discussion that iPhone 6 was not eligible or that it would receive a smaller credit than some other type of phone. They assured me that as long as the phones were in good condition, they would receive the full credit of the full price of the base model of either the iPhone 7 or iPhone 7 Plus. All 5 of my prior phones were in perfect condition as they were always kept in cases with screen protectors. I did not receive any notification from Verizon that there was any issue with any of the trade ins. What this meant to me was that I was able to trade 4 of the iPhone 6's for 4 new iPhone 7's and one of the iPhone 6's for an iPhone 7 Plus. I would not have proceeded with this offer if they ever told me They were clear that it would take about 2 months before the credits would show up, but that was fine with me as I have had no service issues ever with Verizon.
After I received an email showing a credit for the first phone I traded in, the amount of the monthly credit did not match the purchase price of the phone divided by 24 months. I went online again and chatted with a representative who assured me the correct amount of the credit would appear on the billing in a couple of months. Again I trusted that this was true.
Now that the dust has settled, the amount of the monthly credit that I am receiving does not match the purchase price of the iPhone 7 or 7 Plus base models. 4 of the phones traded were iPhone 6 with 16gb for 4 iPhone 7 with 32gb which had a price of $649.99. This works out to $27.08 per month, but I am only receiving a credit of $22.91 per month or $549.99 for those 4 lines. For the trade in of my iPhone 6 with 64gb of data, I upgraded to an iPhone 7 Plus with 128gb of data. I knew that this was not the base 32gb model and that I would have to pay an extra $100 for the extra memory. The base price of the 7 Plus 32gb model is $769.99 or $32.08 per month (the amount of the credit I should receive for this line) and the 128 gb model was $869.99 or $36.25 per month. I am only receiving a credit of $23.75 for this line which works out to $569.99 for the trade in of my iPhone 6 with 64gb.
To summarize, my per line device total for the new phones is $144.57. The amount of the credit I should be receiving is $140.40, but the amount of credit I am receiving is $115.39 per month. The difference of $25.01 works out to $600.24 over the course of 24 months. When I received the bill with the credits being wrong, I called customer service and after an hour on the phone the very pleasant service representative assured be that the problem would be taken care of. She even sent me a text message confirming. Now I have received the following months bill, and again the credits are still for the lower amounts.
Please correct this monthly credit immediately upon review of this request. My recourse is small claims court which will cost me a filing fee and a half a day of work at least so those costs will be added to my claim if this is not promptly resolved. I have no intention of leaving Verizon because it is the only reliable provider, but I have no problem pursuing this matter in court if necessary.
It’s definitely important that each of our customers gets the promotional value for any qualifying purchase. Can you please describe a bit more about your specific concern, JOHBOR87? Are you receiving any credit for a trade in? What make and model phone did you trade? What model and size phone did you purchase and what day was it purchased?
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JOHBOR87 I had a lengthy instant message conversation with a customer service representative about a week ago. She said in no uncertain terms that they will fix the credits on my account, but it still has not yet been done. She told me it should happen by the May billing. Viewing the future bill online still shows the wrong credit, so I am patiently (maybe impatiently) waiting for the adjustment. vzw_customer_support @JenniferH_VZW it is odd that you replied to a reply to my post, but still not to my original post. Puzzled by that particularly when this post has been up for 3 weeks and your reply to JOHBOR87 says how important it is to Verizon that the customers get their promotional value??? Even if the response was something like, "we are reviewing your inquiry" that would be better than the nothing I have received.
Clearly there is a problem that is being hidden because the promotion was most certainly being offered to anyone with an iPhone including most older models like 5, 5s and 6. If it wasn't I am sure the others, like me would not have agreed to the deal. Of course all of the original ads have been deleted and the only ads that can be found are ones that say only iPhone 6s, 6s Plus, 7 or 7 Plus were eligible. Civil penalties and fines for false advertising can be really expensive so I am sure some class action attorneys are salivating. I just want my bill fixed. Silly to have to deal with this for a $15 per month credit that they have known about for 6 months. Imagine the jurors hearing how much we have paid to Verizon over the years and then finding out this is over $15 per month. Kind of like being dragged off an airplane that you actually bought a ticket for.
similar as with original post, only I traded in one iphone 6s for iphone 7 plus, paid the balance up to 50% on trade to qualify for the deal, got on chat with a rep who reassured me I was good to go and would get $550 in total credit for iphone 7plus after trade in of my iphone 6s. I only got $275 for my iphone6 trade in and no credit for iphone 7. Multiple conversations with customer service, promises to fix this issue, then turns out finance dept denied this ticket as they considered this an 'early trade in' which did not qualify for any more credit. If I needed an early trade in, I would not have taken the Black Friday deal....as it appears too good to be true.Typical bait and switch...
Thanks for sharing your experience, Ars7979. Trading in your phones to get a great deal on a new one should never be a headache. We appreciate you giving us another opportunity to examine your case and make sure we're giving you the deal we promised and that you qualified for. I've sent you a Private Message, please reply to it at your earliest convenience so we may assist you in getting a resolution.
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
We have the same problem. I still have the flyer where it shows monthly price should be $8.33 per month with trade in of my son's s5 (this is for the s7 edge). Bought 11/25/16. Activated for a few minutes then reactivated his phone - it was a Christmas gift. We requested trade in stuff on 12/8/16 (within the time frame). Activated new phone and shipped trade in. Was assured by a man named John (in customer pro department) that the total should be $8.33 and would be 2 billing cycles. $792 original. $312 Black Friday discount. $280.08 trade in for his s5 = $592.08 credit and $199.92 for the phone = $8.33/month x 24 months...exactly the price on the black Friday flyer. It's may 1, 2017. Still not paying the black Friday price. Assured again today - after re explaining - it will be expedited. We've been loyal to Verizon since 2004. This is ridiculous. They bank on customers not following through with the 2 billing cycles.