I am disheartened reading through messages of other people having the same issue as I am with my trade in. After upgrading TWO phones, we received ONE shipping label and ONE packing envelope to trade in both phones. Worried I would need two, I went to our account and saw that the same tracking numbers were shown under each device we would be trading in. This reassured me that both phones should be shipped in the same box, in the same envelope. Cut to a week later and both phones show as shipped back to Verizon ( as they should with the same tracking number) BUT only one phone is showing as received and as being evaluated for trade in. My second phone is still showing as shipped and as not being received. I am disheartened as this seems to be a common issue many people have had after looking at the community forum while on hold with customer support. The person I spoke to (Saul) could not really tell me anything but said he would continue to research and submit a ticket and call me back on 7/17 with an update. I am sick to my stomach over the idea of this not being resolved and having to pay for the phone we upgraded to. Any advice or suggestions for how to proceed would be greatly appreciated:)
Why a large company doesn't have their act together better for promotions in general baffles me. I'm guessing the frequent trade-in problems are due to many customers having multiple devices on one account, and when a shipping label is generated, the system sees only 1 account so only sends 1 label no matter what. But if you don't have separate tracking numbers, then the extra devices get lost in the shuffle somewhere.
I would take down the trouble ticket number given to you, and keep pestering Verizon as to the ticket status. You may or may not get called back regarding it. Keep all information regarding the trade-in package: the tracking number, the address it was sent to, and the "lost" device make/model and IMEI. Verizon is going to have to get someone at the warehouse to dig through the shipments and find the "missing" phone before your account can get the trade-in processed correctly. If all else fails, you'll have to try an outside consumer protection agency to see if you can at least be reimbursed for the missing phone.
We're sorry to read about the experience with your trade in. We're here to help. We'll be sending a private message. ~Peter
I have sent a reply to your private message. However, it is not letting me send any further correspondence through private message. It says I have reached the limit for private messaging and must try again later. Here is the information as requested:
Both phones were shipped back in the same shipping box and padded envelope on July 8th. The tracking number on the only shipping label we were given was:
The iPhone 13 Midnight is marked as received and being assessed. The iPhone 13 Starlight is still only showing as shipped, but it should have been received at the same time as the Midnight phone.
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