A week ago, I was given a message alert announcing the availability of pretty significant discounts with trade-ins. I decided to pursue the possibility (both me and my wife have 2 year old phones we just paid off) for a number of reasons I'll not get into.
I engaged in chat with two reps. Both explicitly intimated that despite some screen damage to the phones, the max trade-in value was still available as long as the batteries were performing well (they both are).
Today, because of some inconsistencies with my billing I engaged with a phone rep who stated that the above was NOT the case and that they would be appraised and valued. Since this was different from the EXPLICIT conversations I had with the chat reps, I called customer service who essentially verified that the monthly bill I'd been quoted at was likely to increase between 5 and 15 percent based on the condition of the phones (light screen damage with one, moderate with the other). That adds up to somewhere around $250 at least to ~$750 at the high end over the course of 24 months.
I've been a VZW customer for years. The people I talked to were courteous but the doublespeak, buck-passing, and billing jargon was intense. Prior to these encounters I was 100% likely to remain a Verizon customer for the foreseeable future. Now, my wife wants me to cancel the order and look for another provider. I'm inclined to agree.
Be careful when considering VZW - especially on the subject of trade-ins. They'll paint a rosy picture before pulling the rug.
BobMand, allow me to start by apologizing. You should always receive proper information no matter who is assisting you as well as the first time you reach out to us. I am sorry if this did not occur. We would never want to lose you over this.
I know we have many different promotions/offers out there. Yes, some have certain stipulations that are needed to receive the offer. Allow us to look further into this for you. May I have you fill me in further on when you processed the trade in & what devices were purchased? How much was the trade in offer was for? Also, what phones were traded in & what damage did they have?