I have been a loyal Verizon customer for over 15 years and when I was talking to a sales rep they mentioned that they would offer me an upgrade free for both of my phones, all I had to do was send my phone back within 30 days and they would send me a return kit with a box and shipping label that I could use. Week 1 I never got the return kit so I called and talked to customer service and they stated they would re-send it. Week 2 still did not get the return kit so I used Verizon chat and they walked me through a web site to request the return kit after giving me a ID code and they said I would get the return kit within 24 business hours. Times running out on that and I still don't have a return kit and only have a little over a week to return it. But it is real nice that they keep sending me emails telling me my time is running out. Talking with others they have had this happen to them too and they never did get the return kit.
It sure seems like a scam to me!
Not a scam, Verizon's systems are just complete and total garbage. Verizon actually sent customers padded envelopes when the agent chose return label. Their system has been trash for years and expect customers to do everything online themselves.
It's not the rep that is the problem, it's the hot mess Verizon gives them that is.
We want to ensure you get the assistance you need with receiving your trade-in kit, WM7. Have you spoken with our trade-in department since requesting the trade in kits the second time? If yes, please provide more details about what they advised.
I talked to customer service again and they said the re-submitted my request and I should see tracking information on it within 72 hours. Guess what? 72 hour has passed and I haven't seen squat! They also said I would see the mailing kit with in a week, I'm not holding my breath!
We are so sorry for the trouble. I assure you there is no scam. We have had a few issues with our trade-in kits. They do come standard mail to different areas. Have you received anything yet? Did you have an option to print the label on our website?
Well it was like pulling teeth but thanks to Kevin at customer support I finally got my mailing kits. Yes apparently Verizon has some sort of issue with their system but really you would think they would fix it instead of just having the users re-try and then re-try again and then retry some more!
Thanks for letting me rant, I will send them back today and see it it takes another month for Verizon to acknowledge that they got them back and if they will still credit me what they said they would. 🙂