Trade-In kits not recieved FOUR times - finally I sent with self-printed label - Trade in value credited only a FRACTION of the promised amount
jennk1
Contributor - Level 1

After reading through so many posts about these same issues with Trade-ins, I can see that this is a pattern with Verizon and feel strongly that the FCC and/or my State Attorney General needs to look into this.  I consider it a deceptive business practice to entice new customers with trade-in credits and then NEVER send the required trade-in kits (even after repeated requests), and then when the customer finally mails them in without the kit - the trade-in value credit is only a FRACTION of what was promised.   

Here is what happened to me:   I am a new customer and traded-in four Iphones.   The promised value of the trade-in credit was $2400 ($400 + $400 + $800 + $800).     When the new phones arrived, the shipment was supposed to come with the trade-in kits (the bubble envelope and mailing label for EACH phone), but it did not.   I called and used the chat function and used the online request THREE additional times to report the problem and request new trade-in kits and they were never sent.   Each time I requested I was feeling more and more panic that I would miss the 30 day deadline.   I even offered to drive the phones to a physical store, but they said that was not allowed.  I was told they noted my account with a "documented promise" to assure that I would receive the original quoted trade-in values and not to worry about the 30 days.   They assured me that the 30-day deadline was not a problem, and I would be credited full quoted value once they were received.   They verified my address each time (also, the address clearly worked to send the new phones - so there is no excuse for the trade-in kits to not arrive correctly).   Finally, they instructed me a way to request a mailing label that I needed to print myself.   There were big warnings on the Verizon trade-in page that you MUST use the trade-in kit, but the representative assured me that the printed mailing label would be perfectly fine even though that contradicted their own website.   Note that I have all this documented in a chat.

So, I got all my phones packed up and shipped (with a photo of all phones powered on and operating next to each mailing label).   I paid for my own shipping envelopes.  UPS sent "proof of delivery" that all four phones were delivered to Verizon.

After a week or so I started receiving e-mails from Verizon that "we updated your trade-in value".  Here is what I have received so far:

Iphone 8: $400 - no acknowledgement - UPS shows it was delivered on 9/19

Iphone 8 Plus: $400 has been updated to $71.00

Iphone XR: $800 has been updated to $95.00

Iphone XR: $800 has been updated to $47.50

So, basically, they are only giving me a little more than $200 of the $2400 they promised and one phone is unaccounted for.  

Clearly I am not alone in this behavior by Verizon based on the number of complaints here and elsewhere.   It is a pattern of either negligence or willfully discouraging trade-ins by never providing trade-in kits - and then grossly discounting the trade-in value if the customer miraculously finds a way to send the phones without the kit.    I have spent hours on the phone and chat trying to solve problem, to no avail.   Each time the customer service rep assures me that this is very unusual, and they will resolve it for me and "not to worry", that I will be credited the full amount of the promised trade-in.   I am exhausted and frustrated.   

I am waiting one more day before I submit my complaint to both the FCC and WA State Attorney General.  I encourage others who experience similar problems to do the same.

 

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kh-gary
Moderator Emeritus

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class3nh
Enthusiast - Level 3

You're one of the thousands that have had a SAME issue with Verizon. ( June 2021 ) This very same thing ( traded 2 perfectly good phones ) with original boxes and such that we were "promised" 579.99 for one and 849.00 for the other. Got the run-around for over 4 MONTHS  and ( I keep all my notes) still didn't get full credit for our phones ( the old "device credit or payment" scheme) 

We're nearing the end of our 2 yr "contract"  and Verizon sends me ANOTHER " your phone is worth $1000 to us and you'll get a S23+ for "free" with device payments /credits.  I THINK we are just about done with this "stuff" . (It's all about how Verizon is switching the money figures / dollar signs around to make us THINK we are getting a "deal" Remember this, NOTHING is "Free"

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vzw_customer_support
Customer Service Rep

Class3nh, thank you for contacting us. To better assist you, could you send me a Private Message?. I will be more than happy to address your concern over your trade-in.

Thank you.

>Tony 

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class3nh
Enthusiast - Level 3

Tony

I just spoke with another Verizon Rep ( via the chat ) they NOW wanted me to bite on 2   samsung  s23 Ultras 256 gig units for 5.50 A MONTH FOR 36 MONTHS.  I DEF know this can't possibly happen. He ( his name was "John" ) also told me I had to change my 55 plus Loyalty Unlimited Plan to upgrade my plan and then retun it BACK to the previous plan ( THAT can't possibly be real either)  

When it was all said and done,  I figured out I'd have a 3 yr contract, paying for the phones at almost full price and being Lowballed on the 2 phones I was sending back. ( I'd be going from 108.00 a month with no contract to about 165.00- 175.00 a month with a contract I can't get out of. 

We have been Verizon Customers  for over 20 years now.  I'm losing faith in Verizon and the Promises they can't keep.

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vzw_customer_support
Customer Service Rep

Hi! We never want our customers to feel this way. I understand you have no confidence in your trade-in. We would like to take a closer look into your concern. Please send us a Private Note, to take a closer look. 

*Latecia

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class3nh
Enthusiast - Level 3

Hi Tony

If I were able to send you a private message, I would, but how? 

Since we are on this, my concern is getting the "free" S23+ with NO strings attached.  ( thus my wife sends in her S21 fe and it should be a Even Wash ( no money put out for the "free" S23+ and NO Device payments attached to our account)  I highly doubt this will happen.  PLUS we stay on our 55+ Loyalty Plan as it is with no "upgrade" required.  In the end, how does this ( the "free" S23+ ) happen? 

 

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jennk1
Contributor - Level 1

Follow-up:

I want to report that I did begin conversation with several Verizon employees via the messaging and secure chat feature.    My issues with the trade in credits are still not resolved.  

I spent another 3+ hours today trying to reach a resolution, explaining the situation multiple times before someone finally acknowledged there was still a problem that needed fixing.  Apparently the knee j*rk response from customer service is to justify what is happening and claim there really isn’t a problem - even if that means disregarding reality and making things up.   I persevered and finally was told they agreed that the trade-in credits were missing on one of the phone lines are submitting a ticket for it to be fixed.  I’m supposed to check back in 24 hours…. I’m not holding my breath.   

At any rate, my concluding response to them was that I wanted them to share my experience with executive management because I fear they are engaging in deceptive sales/trade practices and exposing Verizon to serious liability.   I’ll try to attach a screen shot of my comments.    Once I concluded sharing my request a second time to assure me my complaint would be shared with the executive management team - they ended the chat - AKA, they hung up on me.   

 

jennk1
Contributor - Level 1

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vzw_customer_support
Customer Service Rep

 

Hello, jennk1!Wee appreciate your feedback and your screenshot. We will send you a private message to follow your situation.

>Elias

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jennk1
Contributor - Level 1

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vzw_customer_support
Customer Service Rep

It is terrible to read about your experience trading in your phone, jennk1. You are in the best place to get this corrected. We have sent a private note to gather more information and work on the solution. 

-George

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jennk1
Contributor - Level 1

I have explained the situation so many times it is ludicrous.  Hours and hours and days wasted re-explaining Verizon’s incompetence.   The last 3 hour conversation in private chat was left with your team restating the problem and promising it would get fixed in 24 hours.   That did not happen so I have submitted a claim to the FCC.    The burden should not be on me, the customer, to have deep understanding of the ins and outs of your system and explain over and over to your customer service reps the same simple issues and what needs to be corrected.  Here are just a few tips for Verizon:

 1.   When a customer signs up for a trade in promotion, then mail the trade-in kits to customers, and if they don’t arrive and customer requests them 3 more times by phone, chat, online form, etc - maybe Verizon should actually follow through and send them.  

2.  When you promise a value for a trade-in  - don’t be a j*rk and update the trade in value to a fraction of what was promised.   I had photos of all my phones reset and powered on in perfect condition.   

3.  When a customer contacts Verizon to explain a problem - instead on knee-j*rk responding with justifying what happened by making illogical excuses - maybe you should listen and try to actually help.  

4.  When you promise to fix something within a certain time frame - then follow through.

These are patterns of behavior that are widespread.   Take a browse through your own message boards or check out Reddit.

Either Verizon is grossly incompetent or Verizon is engaging in unfair trade practices which is illegal.   

Which one is it?

vzw_customer_support
Customer Service Rep

I understand why you feel the way you do. I wish you had a better experience. We have no way to guarantee it gets there. Going forward you can print the label from home without waiting. 

https://www.verizon.com/support/print-return-label/ 

-Carter

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jennk1
Contributor - Level 1

@vzw_customer_support   Your own website - MULTIPLE TIMES - specifies if you had requested a trade-in kit, you CANNOT use the print-at-home label.   If that is an option, then perhaps your website should specify that if the trade-in kit isn’t received, that you can print the label your self.  

Once again, it feels like a strategy on Verizon’s part to inhibit trade-ins.  

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The website also says if the device isn’t received in 30 days they can reduce the value credited.    I called in a panic many many times to find a solution and they just kept re-ordering the trade-in kit that never came….

So, perhaps your customer service reps should have better training - and your website should be updated - to indicate that a print at home label is suitable when the trade-in kit isn’t received.    

vzw_customer_support
Customer Service Rep

We will be sending you a private note for further assistance. 

~Laura

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jennk1
Contributor - Level 1

@vzw_customer_support 

Why do you have to respond in private message?   This is an issue with inconsistent/conflicting information on your website vs what customer service reps are advising.   What can’t you straighten this out for everyone by clarifying what is the truth in this message?  Hiding your responses in private messages is not helpful.    It reduces Verizon’s accountability to be transparent and to follow through with their policies.    

vzw_customer_support
Customer Service Rep

@jennk1 ,

Apologies for any confusion, but when we ask for a Private Note, it's because there's going to be access to and discussion of personal information in your account, such as trade details or whatever else would be relevant to assisting you. We take account security very seriously, so we do not discuss your private information in a public forum, just like if you were to visit a doctor and they would not discuss or work in the waiting room, or if you visited your bank and your account balance and history was handled at the counter in private instead of the main area where others can find out your private details. You also shared a screenshot of our Trade FAQ: https://www.verizon.com/support/trade-in-program-faqs/ , but your options can vary on getting a return kit based on how the trade was initiated. What you shared under #4 is if you initiate an online trade yourself without any promotion involved. Depending on the promotion and your account history, you may be given your trade promo upfront, or can reprint a trade return label through your My Verizon account through the Orders page in your online account, as a few examples of how an FAQ cannot account for specific situations. Your trade submission ID would be used to follow the progress of your trade, and if you received a different amount from what was estimated, there's a reason for that listed in the status: https://www.verizon.com/sales/digital/tradeinstatus.html . Does that help with what you wanted to know?

-Russell

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jennk1
Contributor - Level 1

For those who have experienced similar frustrations with the trade in process or with not receiving the promised trade-in credits - I hope you submit a complaint to the FCC outlining your experience.   Otherwise, Verizon will just claim the issues are a one-off problem and not a wide-spread problem.   Whether they are purposely interfering with the process to discourage successful trade-ins OR they have incompetent systems or customer service reps, EITHER WAY, Verizon needs to fix the problems.   

 

The FCC form is quick and easy and could really help others facing similar frustrations.  

https://consumercomplaints.fcc.gov/hc/en-us

jennk1
Contributor - Level 1

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vzw_customer_support
Customer Service Rep

Good afternoon Jennk1, thank you for reaching out the Social Media Team, I can help you get the full credits for your trade-ins. Our goal is to provide you with the best experience. Please, send us a DM, so we can address all your concerns. Verizon is always here to help! >Aldo

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