Verizon trade in program

[fabi_madrigal7]

HI, I RECENTLY DECIDED TO SWITCH TO VERIZON WIRELESS AND TAKE ADVANTAGE OF THE $200 DOLLAR TRADE IN PROMOTION WHEN YOU PURCHASE AN IPHONE 6. TURNS OUT THEY GAVE ME $36 DOLLARS FOR MY PHONE. I AM VERY UPSET AT THE FACT THAT I BEEN TRYING TO CONTACT THEM FOR THE PAST 3 DAYS AND THE ANSWERING MACHINE KEEPS GIVING ME THE RUN AROUND AND THEN HANGING UP. I HAVE ALSO TRIED TO CONTACT THEM VIA EMAIL SO FAR NO RESPONSE. MY ADVICE TO EVERYONE THAT IS TRYING TO TRADE IN THEIR PHONE, JUST DO IT IN PERSON SOMEWHERE ELSE. OBVIOUSLY THEIR NOT OWNING UP TO THEIR WORD. I AM VERY DISAPPOINTED AND I'M STILL WAITING ON A CALL BACK THEY PROMISED A WEEK AGO. IF THEY CANT FIX THIS I WILL BE CANCELLING MY PRE-ORDER, CANCELLING MY IPAD. YOU REALLY DONT WANT TO DO BUSINESS WITH A COMPANY THAT LIES TO YOU FROM THE BEGINNING.

[vzw_customer_support]

fabi.madrigal7, welcome to our wireless family! We're so honored that you chose us. Let's take a closer look into this trade in matter. Where you advised or provided with an explanation of why your device was appraised for $36.00?

LasinaH_VZW
Follow us on Twitter @VZWSupport

[fabi_madrigal7]

Hi yes I was. It said device does not power on. My device does power on. The only issue its the power button is a little hard. It does not click as before but if hold for 3 secs, it powers on. I actually took it to a Verizon and was aprraised at $200. I have been trying to call customer service at Verizon trade in program 1 877 247 3846 and answering machine keeps giving me the run around and then hangs up. Its been happening for days.

[vzw_customer_support]

fabi.madrigal7,

Sorry to hear about the trouble with getting assistance from our Trade-In Support team! If you are having trouble getting connected by phone you can also submit a request to be contacted by email by selecting "Contact Us" on the webpage: http://bit.ly/GGnDDC

BrianP_VZW
Follow Us on Twitter @VZWSupport

[fabi_madrigal7]

No! I am sorry YOU have no better solution than that. I have tried every way possible to address this issue, via e-mail, phone...so far 1 week no answer and counting.

[DATDUDE]

Who do I contact to get my solution resolved??? Verizon stated they can't locate my returned device but blamed it on the post office. Post office stated it was scanned and sent off a month ago. Customers get screwed over until you have to contact the BBB. So I guess I will also to get my scenario resolved. I tried to be patient but get switched to different departments and getting hung up on several times I am done with.

[SIJDKG]

I called customer service several times, each time they would refer back to the rebate phone line, the first time I asked about my phone, they said it was scratched and damaged which was BS, then the second time they changed their mind and said the SIM tray was missing. They cannot even keep their lies straight. They did give me another $99 towards the $200 it was accessed at, but after all the promises and issues dealing with customer support and the rebate number we are done. as each of our 3 phones come to end of contract, we will be switching to another provider. Would have done it straight away but they want $750 in early termination fees. Never had any company treat me as a long term customer with such disdain........

[fabi_madrigal7 · Accepted solution]

So I have sorted things out, and Verizon has issued me the original appraisal. I had to wait a week but I am extremely happy. To everyone that is having trouble getting a hold of them please be patient. The best way to contact them is via e-mail and might take up to a week to get a response. Thank you.

[vzw_customer_support]

fabi.madrigal7,

Happy to see this has been sorted out! I apologize on behalf of Verizon Wireless for any delay in getting a response from our Trade-In Support team. Thank you for your patience and thank you for being one of our valued customers!

BrianP_VZW
Follow Us on Twitter @VZWSupport

[LRBrown]

I would like this sorted out for me.  Same exact issue.  Thank you.

[KBMBFLW]

This trade-in program is a real problem.  I have called the Verizon Wireless Device Recycling Program Customer Support at 877-247-3846 numerous times and the message says, "We are experiencing heavy call volume," and then hangs up on me.  My emails to support@online.trade-in.ezw.com (or support@online.trade-in.zzw.com) have bounced back.  Couldn't figure out if the phone said ezw.com or zzw.com.  Have called Verizon Wireless support directly - twice - and they don't know what to do.  My recommendation:  start calling Verizon Wireless directly and complaining.  The trade-in service is a subcontractor, but Verizon Wireless should make good on their trade-in and trade-up to iPhone 6 promotion.  Verizon Wireless - *611 from phone or 800-922-0204

[fabi_madrigal7]

The best way to get a hold of them is through their e-mail. It does take them up to a week to get back to you. I finally had my issued resolved but it did take some time.

[StacyLLL]

Hi there,

What is the correct email to contact?  I am experiencing the same exact scenario.  I used the Contact Us page and sent a very unhappy message after trying to call and getting hung up on.  Very disappointed!  I want to make sure that my email gets through.

Thanks

Stacy

[dragonluvr]

Same thing here.   I sent in a perfectly good and in working order Iphone 4 (I was not doing the upgrade, just mailing it in for $40)  The program finally showed it was 'received' but it was labeled as being broken, cracked and didn't work.   Well when I put the phone in the envelope they (the program) sent to me, it was in great condition and worked just fine.

I just got off the phone with Verizon customer service (had to go up to a supervisor level) and they at least credited me my $40 after explaining to them what has happened.   There is no way for the customer/consumer to track the package through the USPS. 

This program is not a good one at all and I for one will never use it again.   Now to wait and see if they tell me the same thing about the old android I mailed in (for $9)

[KBMBFLW]

After many calls and emails to the program, I finally got a response:

I was also told to go to a store to trade my other phone in, but make sure it is an official store (there are many that are not able to evaluate and accept phones).  This program has been very disappointing.

Here is the contact info:

Verizon Online Trade-in Support <support@online.trade-in.vzw.com>

Greetings,

Recently you contacted the Verizon Device Recycle Team about the status of your device trade in. In that inquiry, you mention the device was sent back to us.

The end to end process from date of submission to the date we provide an e-gift card usually can take up to four to six weeks. This includes two to three weeks for inspection and processing from the date of receipt at our warehouse.

Due to a great response to our recent promotion, there may be delays in processing. This in no way will affect the promotional value of the device you sent us.

Thank you for your patience.

Regards,

Verizon Device Recycling Team

Regards,

Verizon Wireless Device Recycling Team

[Mrsshoper]

OK...I sent in my trade in phone, iphone 4 (no s - just basic iphone 4).  It was in WONDERFUL shape.  My husband kept it in an otter box the whole time he had it.  It had been over 7 weeks since I mailed it in and it was still saying "not received".  I started to worry that either they got it and won't admit to having it or it was lost in the mail somewhere and I couldn't prove it was sent.  Either way...I was worried I was going to be out of the trade in value of $200.00.  After reading all of the horror stories about people not getting the full credit (just today actually).  I went and checked my e-mail and there was the confirmation (finally) saying that they had received my phone and it was processed and I would be getting the appraised value of $200.00.  I know this doesn't help anyone but I just wanted to state that I did have to wait a long time but I am getting the $200.00 promised.  Maybe it's because of all the complaints??? 

[twinmom1023]

I wish I would have researched first, because after mailing my perfectly working iphone 5 in and it taking several weeks for an update- I had a feeling that I was being screwed. Upon my research I see that others have been ripped off too. My husband and I both sent in our iphone 5's which we were quoted $200 for. He received his gift card two weeks later, full $200. I received a gift card via email a few weeks after his for $36. I tried looking up why online but the status of the trade in didn't update until a couple weeks later. The reason for $36? Phone wouldn't power on. Which is complete bull crap because I used the phone that morning to transfer all of my pictures to my new phone. If Verizon checked to see the last time the phone was used they would see that it was used the very day it was mailed. The last time we upgraded our phones we did the trade in at the store with no problems. This time, we were told it has to be done online and can't be done in store. If it had been done instore I wouldn't be out a $200 iphone. Does anyone know if you can request cancellation of the trade in and have your phone sent back? I can't get in to the line on the trade in website, I'm on hold forever. I've been a verizon customer for nearly 5 years and have never been screwed over this bad.

[Oslo1234]

Dear twinmom1023 No getting the phone back......a soon as you surrendered it to the USPS you lost any chance of getting your phone back....and as for the $200 your probably not ever going to see that either.... there are a handful of duplicated reasons (generic) reasons / responses that are in fact a lie and are built into the Verizon plan to make millions from being dishonest about the condition of each of the phones traded in........14 yr customer......5 lines under my plan.....I dont care how much better the area coverage is that Verizon provides......I am switching to AT&T at the contract end for each of the 5 lines..... I will not be lied to and discredited by Corporate Greed. Yes our hands are tied ....on this deal and we are at the mercy of Verizon......but moving forward .....I AM DONE

[SIJDKG]

100% with you Oslo, I sent in my iphone 5 which was less than a year old and had been kept in a otterbox case the whole time. was promised $200 and received a gift card for $76. Called on it for the past 3 weeks. First excuse was it was scratched and dented, Really? it was less than a year old and in perfect condition. Got hold of the trade-in department today and this time they said the sim card tray was missing! They have an excuse for every phone call but cannot keep track of which one they told you previously. Oh and the terms and conditions means they will not send you the old phone back to prove anything. After 14 years with Verizon, I am done.

[vzw_customer_support]

SIJDKG We surely don't want to end 14 years of business with you. Phones are thoroughly inspected and the $200 is an estimate. We understand your feelings about the trade in and apologize for the inconvenience
Aside from the trade in, how has Verizon Wireless been working for you, overall?

SheritaH_VZW
Follow us on Twitter
@VZWSupport

[SIJDKG]

The phone traded in was less than a year old and in perfect condition having been kept in a case the whole time I had it. Don't ever contact me with such a condescending email again. Dealing with my problem with emails like that is a big part of Verizons problem.

Simon Davies