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Trade-in promotion

I was promised a credit $31.11/month for 36 months for my trade-in when I upgraded to a new s24 ultra. No way would I have upgraded without that promotion, it was the entire reason I upgraded to the phone I did. Well the credit I'm receiving is only $11.11/month. After trying to get this fixed for MONTHS (going into the store where I traded-in the phone in, talking to their chat bot, talking to their customer service line), their UNHELPFUL customer service representative has tried to tell me that it was my fault for waiting so long and that I should try going back to the store where I traded-in the phone. After being pressed further, the representative further "reviewed" my account and tried to tell me that it was my fault for not trading-in the phone within 30 days of making the purchase, even though the email Verizon sent me CLEARLY STATES that I have 30 days to complete the trade-in from the time I activate the new phone. How can anyone trust Verizon when they play these games with promotions? Just lost a customer of 17 years.

Comments

Verizon_Support

I know how important promotions are for me when I look at purchasing a new device, BrendanG. I do know that promotions do have some requirements about how long you have to trade-in a device, and I would be happy to take another look into this concern to see what we can do to help offer a resolution. Please be on the lookout for a private message from me so I can assist.

-Joseph

SynthpopAddict

I'd say what happened is your trade-in was assessed at a lower value than what you were first told. The final number is determined by whomever evaluates your trade-in when it's received at the warehouse, not by the salespeople in the stores. Unless your trade-in was a major brand flagship model less than a year old which works on Verizon, factory sealed and never used, it's hard to get $1100 for a trade-in.

BrendanG

I don't think you know what you're talking about. I literally have the value of the promotional credit that I'm supposed to receive in writing. Also, the salespeople in the store did not make the trade-in offer, that was part of the agreement when I upgraded my phone online. Verizon knew what the market value of the phone I was trading in was, as that's also in writing. Further, Verizon is currently giving me a promotional credit that is already above the market value, so your point about assessing the trade-in at a lower value makes no sense. So to recap, Verizon knew what the value of my trade-in was, offered a promotional discount to bait me into upgrading my plan and purchasing a new phone, then unilaterally decided to not honor the promotional discount that I relied on.

BrendanG

UPDATE: Customer service has been completely unhelpful. I've called 3 or 4 times now trying to resolve this, and each time I've had to explain the entire situation to a different person, and each time getting different answers and promises to resolve the situation. Apparently now the only way I get the promotional discount that was offered (and accepted) is by upgrading my phone plan to the most expensive plan, which was never part of the promotion at the time. Otherwise, whatever system customer service is equipped with simply won't allow them to fix the issue.

KPWtn

I'm experiencing same issue. Verizon was offering a promotion in Dec 2024 for an $830 trade-in rebate. So in Jan 2025 I upgraded both mine and my son's iPhone 11s for iPhone 16s. I paid full price for both new phones, and had 30 days to provide the two old phones for trade-in. I turned the old phones in about 2 weeks later. After checking and checking my account to see the rebate it never showed up. So now 5 weeks later I pursued it with customer service. After 45 minutes on hold and several times questioning if they were even acknowledging the promotion, they came back and offered a ~$45 credit monthly for 36 months. I took exception, asked to speak to a supervisor, and then was put on hold and the call disconnected. I called back and tried scheduling a call with the same customer service representative. They never called back in the scheduled time. So now here goes the battle to fight this giant company against (intentionally) deceptive promotions and policies. Even after the initial purchase they had surprise set up costs once I picked up at the store as well. VW is AWEFUL with customer service.

Verizon_Support

We hear you KPWtn! That is definitely not the expirence we want you to have. We want to honour all the promotions you were promised. Please reply to us in the private note we've sent so we can look into this further. -Red

wornout4wd

Verizon did the same thing to me, and they waited 30 days to inform me that my trade in would not receive the discount I expected. I traded in a Galaxy s21 ultra 5g phone that had no damage, worked great, for the Galaxy s25 ultra. They waited till the return option was no longer available to inform me my trade in credit is going to be considerably less than what they initially said it would be. THERE WASN'T ANYTHING WRONG WITH THE PHONE I TRADED IN! Been with Verizon for over 21 years, NEVER AGAIN!

Verizon_Support

Hello, we are concerned to know about this experience and would like to assist you properly, we are sending you a private note to gather more details.

~Pam

KPWtn

While you may be correct about why the difference in trade-in values, this is a classic example of Verizon Wireless using dishonest marketing strategies that do not have FULL and fair transparency on costs when customers are making trade in or buying decisions. There lack of transparency and then follow up lack of service to even explain costs seems intentional, and I think it’s wrong and pathetic business practices.

KPWtn

Update on my sad customer experience related to my trade in. Again the promotion was $830 trade in value for an iPhone11 to iPhone16. I paid full price for both my phone and my son’s phone. Full trade in promotion value of $1660 is due. When I realized no trade in value was applied after turning in the old phones, I contacted customer service. After hours on the phone with customer service weeks ago, they put me through numerous ridiculous run around suggestions, statements of my fault, BUT a supervisor finally agreed they would credit me the trade in value all at once rather then over 3 years since I paid in full. However, that call was weeks ago, and the credit hasn’t been paid. I’ve had two follow up calls where reps have said the “ticket is closed”, and they reopen but yet the credit doesn’t get paid. I will not give the fight.

Verizon_Support

KPWtn, thank you for sharing this journey you have been through with the trade-in promotional offer. The details are valuable and we do want to look into any promises made and options. Please meet us in the Private Message that will follow to go into account specific details.-Deb

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