We have spent the last 3 weeks trying to correct an error related to a promotional trade-in. The sales specialist at the store presented a trade-in offer that ultimately was not accurate. Our decision to trade-in old devices and upgrade the phones and plan was predicated on the offer presented at the time. I tried to have the store correct their mistake and was denied. The hours of phone calls with customer service have not resulted in a verifiable action that the promotional trade value offered for the phones will be honored. I am not willing to turn in the devices until there is documentation on our account that the promotional value of the trade-ins will be corrected once they are returned.
How do I get the issue elevated to the attention of a regional manager that can actually address the issue?
We have been Verizon customers for ten years and would prefer to not cancel our plan and leave for another carrier. We are at the point where leaving Verizon is our only choice if our problems are not addressed by a regional manager.
mjrubino, definitely understand wanting the proper trade-in value. We want you to get that as well, and if all the requirements for that promotion are meant, then that shouldn't be a problem. To learn more about the situation, I've sent a Private Note.
-John
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