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Do not use Verizon's Trade In Program
Ken00
Member

Verizon's trade in program is broken. I purchased an phone 11 on Black Friday because of a $400 trade in deal. I send my trade in phone to Verizon and UPS tracking confirms it was received 12/9/2019.  The appraisal was to take 3-5 days.

One month later, I still don't see an appraisal on my "Check Trade In Status" page and call customer support. First call, the rep tells me that they can't find the phone and creates a ticket. 1 week later, I call and find out they apparently found the phone but appraised it at $0. No explantion, so the rep issues another ticket. 1 more week and the rep tells me that the investigation tickets are back logged and it will take another 4 weeks for them to investigate reason for the $0 appraisal. I traded in a perfectly good phone.  I speak to a supervisor (Andrew) who tells me the same story and will not credit me for my trade in value despite the cause of the problem is with Verizon.

So, I have to wait at least 2 months to hear about my appraisal and trade in credit. They cant return my trade in so I can't return my new phone and switch carriers. I have no confidence that this will be resolved in 4 weeks. 

What a scam! I think these delays are just a tactic knowing that some people will just give up calling or forget. Now, I don't have the phone I traded in, stuck with a phone purchased at full price, and have to wait another month before I can leave Verizon.

This should be a warning to anyone purchasing a phone through Verizon because of a good trade in deal.

Re: Do not use Verizon's Trade In Program
vzw_customer_support
Customer Support

We would hate to lose you as a customer. We know it's vital to correct this situation as quickly as possible, and would love to review this further. Please respond to our private note. 

 

AaronS_VZW

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Re: Do not use Verizon's Trade In Program
Jginochio
Member

Just had the most horrendous experience with Verizon and the device trade in from Black Friday. I sent in two iPhone ax’s 256GB in mint condition Valued on Verizon’s trade in at $500 each. Worth at the time about $450 on eBay. Come to find out today that because I did not opt to do the device payments, rather to purchase the phones outright, my phones that I sent in we’re not eligible for trade in. The best part. They Cannot return the phones to me and are not giving me the full $1000 credit. Verizon is a bunch of crooks. Do not. I said do not use their trade in scam program. 

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Re: Do not use Verizon's Trade In Program
vzw_customer_support
Customer Support

It's clear another look is needed. What is the make/model / GB size of the phone selected? What was the date of the purchase?

What was the make/ model GB size of the trade-in phones?


DavidH_VZW

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Re: Do not use Verizon's Trade In Program
cu2014
Member

I'm also extremely disappointed with the outcome of my trade-in of an iPhone X (256GB).

When I submitted my trade-in request, the Verizon system did not accept my request when I entered my IMEI number and selected "T-Mobile" as my carrier. I was unable to overcome this system glitch despite trying on multiple browsers and computers. I was only able to successfully submit the request when I changed the carrier to "Other".

Given the prevailing trade-in value was $500 for both "T-Mobile" and "Other" iPhone X 256GB models, I assumed it was not an issue. Now Verizon is offering me $122.50 for my phone. This is completely unacceptable, given this problem stemmed from an issue with Verizon's own systems.

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Re: Do not use Verizon's Trade In Program
Jginochio
Member

I placed my order on 11/12/2019 and bought two iPhone 11 Pro Max’s 256GB with the intent of receiving both the $200 rebate cards for each phone, for switching to verizon, as well as the device trade in credit of $500 for each iPhone X (256GB unlocked paid off free and clear) I was trading in (qty 2). I spent $2700 on these two new phones and was expecting $1400 in return. What I got was a delay, zero communication and robbed of $400. 

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Re: Do not use Verizon's Trade In Program
Jginochio
Member

I placed my order on 11/12/2019 and bought two iPhone 11 Pro Max’s 256GB with the intent of receiving both the $200 rebate cards for each phone, for switching to verizon, as well as the device trade in credit of $500 for each iPhone X (256GB unlocked paid off free and clear) I was trading in (qty 2). I spent $2700 on these two new phones and was expecting $1400 in return. What I got was a delay, zero communication and robbed of $400. 

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Re: Do not use Verizon's Trade In Program
vzw_customer_support
Customer Support

We would love to help you take care of this for you. What happened with your rebate? Was it all submitted with our rebate center? 
JavierMD_VZW

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Re: Do not use Verizon's Trade In Program
Jginochio
Member

I received the two $200 rebate cards however I did not receive the full amount promised for the trade in devices. After months of going back and forth with customer service (both on the phone and in chats) I had to escalate the issue to a supervisor. The supervisor in a nutshell told me that because I did not do the device payment plans that my trade in credits were void. The worst part was that I completed the device trade in on the same order that I paid for the phones outright within. The best part is that once they received my phones they became a part of history and I would never get my full value back. Only after fighting with the supervisor verbally was I able to get $300 per phone that I returned. That is $200 less per phone than I was told when shipping them to the trade in center. 

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Re: Do not use Verizon's Trade In Program
Jginochio
Member

Radio silence... where is the support?