Incorrect Trade-In Values Being Issued on Promotion

[nweller922]

Hello,

My family is on Unlimited Plus on all four of our lines. We came up to the end of our device payment plan and were looking to upgrade all of our lines due to promotions being available for upgrades. Verizon's website showed $440 trade-ins on all the devices we were looking at, and this is the deal that we took to exchange an iPhone 12 for an iPhone 14. However, there were additional promotions available on the other devices we wanted to purchase.

For two of the other lines, we were looking to upgrade from Galaxy S21  5G's to Galaxy S23's; on the Verizon web page for the S23, both of the lines showed a promotion of "Just For You: Save up to $800 with trade-in." The last line we were looking to upgrade from a Galaxy Note 20 Ultra 5G to a Pixel 7 Pro; on the Verizon web page for the Pixel 7 Pro, there was an additional promotion for that line of "Just For You: Save up to $1000 with trade-in."

We added all of the devices to the cart, and it showed that were receiving $800 for each of our Galaxy S21's, $1000 for the Note 20 Ultra, and $440 for the iPhone 12; these discounts were confirmed on the next page where we chose the devices that would be traded in for each line (all of which are in good working condition), which showed that both Galaxy S23's and the Pixel 7 Pro would have a monthly device payment of $0. So far so good.

However, after confirming trade-ins, it brings us back to the cart, which now shows that we're receiving only $440 in trade-in credit for each device. At this point, we went to the Verizon store to try and get in-person help. They told us they couldn't help and told us to call the Online Sales team. The Online Sales team said they couldn't help and transferred us to customer service.

The customer service agent said he could see that we did in fact qualify for the $800 on the S23's (he said he saw that promotion existed, that our devices for trade-in qualified, and that our Unlimited Plus plan was correct for the promotion). We ordered these devices on the phone, and he told us that he was only able to process the $440 number we saw when we tried to check out on the website, but assured us that he would put in a note on our file for that, and told us that the Verizon store would be able to fix this in-person to get us the full $800.

For the Pixel 7 Pro, he wasn't able to pull up the $1000 credit, but told us he put in for a $1000 Loyalty Credit to cover the promotion and to hold off on purchasing that device until the credit was confirmed by the Verizon Loyalty team.

When the three devices we ordered (the iPhone and the two S23's) were ready, we headed into the store to pick them up, and told them about the promotional credit adjustment the customer service agent promised would be waiting for us.

The Verizon store employees were unsure as to why the customer support agent would tell us that they would be able to apply the credits as we did not buy the phones in store, and that they would therefore not be able to send in a promotional adjustment. They were also unsure as to why the agent would tell us that a loyalty credit would be issued as they said this is something that customer service agents wouldn't themselves know.

We feel frustrated at having had to eat the majority of our Saturday chasing down conflicting information and trying to resolve what seems to be the result of the Verizon website's mess-up.

We have the opportunity to save money at another carrier so while we'd like to get this resolved while staying with Verizon, we're ready to return our devices and make the switch if it comes down to it.

[the2bobs]

Good luck! I'm impressed with your dedication and perseverance!

Verizon tends to "offer" (bait) us in with these great offers, but when it's time to complete your order,  the offer is gone or the website doesn't work (in my case).   

I also had a $1000 trade-in offer for the S23 Ultra.  They wouldn't honor it, even though I provided a screenshot of my order showing the $1000 credit.

Too much time wasted on Verizon.  AT&T is looking better and better.

[vzw_customer_support · Accepted solution]

I know how frustrated I would feel if I kept seeing and getting conflicting information when making a purchase regarding promotional offers, nweller922. For me, promotions are a huge deciding factor when I am looking at new phones, as it sounds like it is the same for you. You definitely deserve some consistency when it comes to getting help with this issue, and I am sorry that did not happen. We would be happy to take a closer look into this for you, so please be on the lookout for a private note from me.

-Joseph