Trade-in promo
RAFBUS49
Enthusiast - Level 2

Beware of this practice when you trade-in a device, specially if you call first asking for information. The agent might put devices and start trade-in processes without your consent or you knowing. This is exactly what happened to me and messed up my experience when trading-in one iPhone, becoming a very frustrating process.

I started my purchase/trade-in on the Verizon website. The site told me all along my trade-in was going to be $800. After purchasing the phone and picking it up at a store, I was told my credit would be $700. I called Verizon and I was told there were two “submissions” numbers for the same device. One I initiated and one the agent I mentioned before did. When trying to cancel one of them, I was told “my submission” was cancelled by mistake but also “not to worry, we will make sure you get your $800 promo”. I received bunch of emails about the messed up process and I called and talked to 4 different agents during the next few days. Every single time I was told not to worry, the promo will be respected. After my phone was received, I got an email saying “the device didn’t meet all the requirements” so the value is $700. I called again and I was told something totally different: that the plan required to qualify for the $800 needed to be a higher one, when NO ONE told me that before. There was no indication of that during the ordering of the phone/trade in request. I even mentioned to the agents during those 4 phone calls. I asked if there was a problem not changing my plan on that particular line and I was told it was not necessary and again, “not to worry”. Now it’s $700 and there “nothing they can do” and “I want to offer an apology for the information all 4 agents gave me”.

Beware of this practice because they don’t honor their word. 

6 Replies
Shyanne1127
Enthusiast - Level 1
  •  The same thing happened to me and it’s been 6 months.  
class3nh
Enthusiast - Level 3

I can go onto Verizon's website several times a day, and get several different offers for our "upgrade and trade-in"  The first one will say "up to 1000 for your upgrade" what does "up to" when in fact I speak to a agent they tell me I WILL get 1000 for my trade-in and upgrade" and I can then get a different "offer" when I sign on during the day.  WHY does this practice continue? BTW, I'm not a newbie to this practice, and it's deceiving to people.  I shouldn't need to change my Legacy plan either as it's unlimited as it stands. 

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vzw_customer_support
Customer Service Rep

We know how important it is to make sure that you are receiving the best value for your account, and we always want to make sure that we are able to avoid any confusion regarding your account. If you have any questions, about any of our deals, feel free to let us know, and we'll be happy to help out.

~Freddy

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RAFBUS49
Enthusiast - Level 2

Unfortunately, in this case, the damage is already done. Your website should list exactly the requirements needed to qualify for any promotion and not the ambiguity of “with qualified plans”. Plus, I did not hit or got ANY requests of changing the plan on that line at any point during the purchase. I do have screenshots of the entire process. 

But my main problem is with the lies. I did not request to start a trade-in, but an agent did it without my authorization. Then when I purchased my phone, the line was not available for trade-in. All 4 agents I talked to after realizing the issue told me, promised, assured me not to worry about the credit, that I was going to get $800, only to get an email telling me that my credit was “adjusted“ because my device didn’t meet all the requirements. The device was in excellent condition and working without issues. I have photos. There is no mention of plan requirements not met. The lies is what bothers me the most, the broken promises.

vzw_customer_support
Customer Service Rep

We are sorry to read that you had to go through this experience RAFBUS49, as this is never the way we want you to feel, and this is never what we want any of our customers to go through. As a consumer myself, I know how important it is to make sure that I receive the best value for my account. We have sent a private note to better assist you.

~Freddy

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RAFBUS49
Enthusiast - Level 2

I  am not a newbie either. I've been with Verizon for years and bought and traded-in several iPhones. Verizon should absolutely be upfront with the requirements, make them hard to miss. Today, with the last agent, I requested to speak to a manager and he refused saying that the manager will only repeat what he just told me.