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Filing a complaint
Peggy57
Member

I have an iPhone X and decided to upgrade to a iPhone 13 pro.  I have three phones and lines with Verizon, but was only upgrading the one. I went in and accepted the deal of getting a $650 trade in and going the one line unlimited, by phone was inspected. It was to arrive a week ago but was delayed, which was fine. It finally arrived and when I went in to pick it up, the employee I had dealt with originally was not there instead I waited about 25 minutes and finally an employee (whose thin face mask kept falling down) finally asked to help me and then said that the back of my phone had a small crack so I would only get $440. My phone had not changed, it works great, there is some grazing on the back but smooth no crack and he said well too bad. So after waiting weeks being told one thing, I guess I have to look to take my phone lines to another carrier as I find it unacceptable to be told one thing then after waiting told another. The clerk was not helpful and just said well we will just cancel your order. 

Bad customer service

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Re: Filing a complaint
vzw_customer_support
Customer Support

We definitely understand the importance of getting the value you expect, and we can certainly try to help anyway we can. The agent in the store themselves do not decide the value. The value is decided when the phone is received and reviewed by the warehouse. I hope this makes sense. I would recommend to send the phone in, and if you believe that it is not damaged, and is only wear and tear, it may be fine.*Gert

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