Need help from a VZW agent. I recently upgraded my AWU1 for the AwU2 and traded the AWU1 for a $180 credit. I received an email stating it was received and all would be well. About a week or two later, I then received an other email stating it was never received and my $180 credit would be reversed. Now I’m out both the trade in credit AND a perfectly flawless AWU1 and I need this rectified!
I have both emails and tracking info it was sent back on as needed.
Happy Monday! Being on top of your account is crucial, especially if you are managing your trade-in. Verizon is here to help.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
We're here to help with your concern. When did you send in the device? ~Peter
I got the “we’ve received your device” email in 09/29. Order number ***** and IMEI: *****.
Then on 11/11 I got an email stating I didn’t send it back within the 30 day window. I sent the perfect condition, perfectly working AWU1 in by itself using label provided with AWU2.
If it were me, I'd provide Verizon (privately) with the tracking number of the trade-in shipment. There is a thread which pops up regularly about packages somehow being misplaced or not processed in time with a facility in Whiteland, IN, so if your package went there...
I used their label but not entirely sure if I still have the tracking handy. It SHOULD be in their system but I also have two emails to prove they screwed up and they’re from them so should be good. We’ll see, I have replied privately as well and this is the third upgrade in a row where credits haven’t occurred properly when either sending in to upgrade or full on trade ins and it’s becoming frustrating constantly having to tell 10 different support agents the same thing until one decides to run with it and solve my problem.
Three times in a row having trade-in issues? 😲 Sure hope you get it straightened out. Some people have had to resort to filing complaints with outside sources before things got resolved.
I suspect with most of CS being outsourced overseas, whomever it is you speak with either doesn't know what to do about a "lost" package, or cannot contact anyone within Verizon to escalate it properly. If anyone with Verizon sees this - stuff like this isn't reflecting well on you.
Start a new topic or ask questions in the open forum.
