UPS Lost My iPhone for $1000 Credit for my Upgrade

[julanneh]

Verizon is charging me $1000 for a “trade for credit” iPhone UPS “lost” after picking it up from a drop box. I have the tracking number, but the number is not in the UPS tracking tool. I called UPS but was told that I needed to contact Verizon because they are not responsible for losing it per their contract with Verizon. I have been trying to get ahold of someone in management with Verizon to resolve this.  When I first contacted Verizon Customer Service, an agent told me a Manager would call me back because they didn’t know what to do. I never received a call, so I called Customer Service again and was informed that they don’t have a carrier “lost iPhone return policy”, and I, as the customer, am at fault UPS lost it. What? I was taken aback at the accusation that it was my fault.

Verizon gave me the UPS box and label and now Verizon takes no responsibility and is benefitting $1000 from this loss instead of helping a customer. Verizon would make well over $1,000 over a short period of time on my service contract alone.  UPS is also benefitting because they take no responsibility, and their contract is renewed.  It is a win-win for both companies at the expense of a customer.

So, the bottom line is UPS refuses to accept any responsibility and neither will Verizon. I am in shock at the utter lack of interest in resolving the issue!  I worked for a Fortune 100 company that shipped product every day around the United States. We contracted with UPS for special, discounted, shipping rates based on our volume.  The company I worked would have either replaced an item UPS lost or credited their account, along with issuing an apology that they did not receive the product. IT was a reputable company.

My family and I were with AT&T for many years and switched to Verizon based upon the level of service we receive for our company’s corporate account. I handle the Verizon account for several hundred people where I work now.  The Verizon Business Team does a phenomenal job with customers…but as a personal customer, Verizon would rather gauge you for $1000 and laugh that you had a contract you couldn’t get out of without penalty.

I don’t have $1000 . At this point, I would be willing to turn in the upgraded phone to save that money.