Never received trade in info/e-mail/package
Jgomez99
Enthusiast - Level 1

I ordered an iPhone 14 Pro using the trade-in promotion on December 19th. I started the process through the page but had to complete it via a chat representative due to an error in the website. Nevertheless the chat representative was able to pull my cart (where the trade-in details were added). It’s been a few weeks and I have not received any details regarding my trade-in. I have no follow-up email with a submission ID  and no package in the mail. Is this promotion for a free iPhone 14 Pro even real? I keep reading horror stories in this community that makes me consider switching back to AT&T. 

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Re: Never received trade in info/e-mail/package
vzw_customer_support
Customer Service Rep

Jgomez99, we want all of our customers to get any promotional offer they qualify for with us. We don't want to see you leave us. 

 

Did you send in your phone for the trade-in offer? 

-Steven

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Re: Never received trade in info/e-mail/package
Jgomez99
Enthusiast - Level 1

No. I never received instructions or packaging to be able to send in my previous iPhone. 

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Re: Never received trade in info/e-mail/package
vzw_customer_support
Customer Service Rep

Thank you for letting us know that. Please submit your trade-in online https://www.verizon.com/sales/digital/tradein.html

 

Most likely the order did not complete that for you, but there is nothing to worry about the trade-in promotion is based on the date of your new phone purchase and what promotion was available then.

-Steven

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Re: Never received trade in info/e-mail/package
Jgomez99
Enthusiast - Level 1

Now it’s telling me my iPhone 12 is only worth $224. If I submit the form will the “get an iPhone 14 Pro” promo be honored?

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Re: Never received trade in info/e-mail/package
vzw_customer_support
Customer Service Rep

We apologize that it is only showing the market value for you. As long as your purchase date was during that promotional offer's valid dates, and you meet the promotion's requirement, then yes you would get the value of the offer. 

 

Please complete the trade-in, ship the phone once you receive the shipping materials and then contact us once the shipper shows it was delivered to us. We will be more than happy to help ensure you get the promotional offer you qualified for. 

 

Also, please reach out to us either through Twitter @Verizonsupport or message us on Facebook on our Verizon page. We ask this because this is our community forum, which can have a delay in notifying us of a customer reaching out to us instead of asking for community feedback.

-Steven

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