I have spent all day in the Verizon store and on the phone with customer service trying to fix a bunch of problems with my trade-in promotion, but there was one thing nobody has been able to help me with, and maybe I can get some help here. I see a whole bunch of trade-in issues in the discussion boards, so I guess I'm not alone in this.
My wife went in to trade in her iPhone 13 Pro max back on September 24 I believe. She was told by the clerk there that her device would not be eligible because it had a cracked lens. When I went in to do my trade in Monday, they said she should have been able to trade it in, and everyone I have spoken to since has told me the same thing. I had two people tell me it was too late because it was more than 30 days, but I feel like someone should be able to make an exception based on bad information and the fact that we are really long time customers. We even upgraded to the required plan even though that is more expensive than the one she had. I spoke with someone on the phone who told me they would look into it and call me back in an hour, but of course that did not happen .
I would really appreciate it if someone could help us out with this. If any other customers have run into this issue, I would love to hear from you too.
We definitely value your loyalty with us, and I know how important those trade-in promotions can be, Semper-Gumby. Typically, there is a period of time in order to complete a trade-in after a purchase, and I would be happy to take a look into this for you. Since I will need account access, please be on the lookout for a private message from me.
-Joseph
In case anyone is interested, I have had the most maddening series of interactions with Verizon Customer Service over the past 24 hours. From about noon yesterday until almost 8pm, I explained this issue over and over again (at least 6 times) and every time I thought maybe I was about to get an answer, I would get someone else responding with "how may I help you today?" as if none of the previous interactions had happened. I have well over 50 messages now in that conversation just to get an answer to the simple inquiry above. I honestly don't know if this is just AI doing a bad job or Verizon trying to get me to give up by making me go in circles.
Oh, no! We are truly sorry to see you in this trade-in dilemma. Our goal is to offer the support your need.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
We are standing by to help. Please reply to this private message. -Joe
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