Veeizon trade-in offer not honored despite app issues
Jpurdue10
Enthusiast - Level 1

Has anyone had an issue with Verizon not honoring trade-in offers? I was sent a text offer to trade-in my current z flip 3 for a free galaxy s23. When I attempted to used the Verizon app to redeem the offer the next day, the app wasn't working properly. I attempted to "chat" with support to resolve the problem, but was disconnected from chat multiple times after verifying my identity and granting access to my account. I even visited a local Verizon store to see if they could help, and sadly, they couldn't help me either. After multiple frustrating phone call attempts to speak to an actual person, I was connected to a very polite agent that found the message I received two days prior, detailing the offer, and after acknowledging the message, the agent informed me that the offer was no longer available. She apologized, and was sincere, but was not able to honor the offer. My question is, how can Verizon not honor their offers when a customer does everything possible in a timely manner to obtain the offer? I made several attempts within 24hrs of the initial Verizon message, and then was denied. I hope the Verizon support team is able to see this message, and provide me with an acceptable answer, considering the fact that I have been a loyal customer for over two decades. This situation just seems like bad business to me, and it's disappointing. 

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Re: Veeizon trade-in offer not honored despite app issues
vzw_customer_support
Customer Service Rep

We do see your message, and are sad to learn about your experience. Once an offer is expired we can not reverse it. In order for us to get you the promotion is needs to be available. We would be happy to help see what offers are available to you. Send us a PN for further assistance. *Heaven

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Re: Veeizon trade-in offer not honored despite app issues
korg60
Enthusiast - Level 3

Yep,

Tried the trade in a few months ago, all of the sudden $799 was shown that I owed on my Flip 3.  I phone that was paid off 3 years ago.  I could not get the free swap/upgrade.  After MONTHS of CHATTING with so many support personal on this simple issue - (phone went from being paid off to owing $799). each one promising I would get the free trade once the issue with billing was corrected.  Still not corrected, and now being told I probably will not get the free upgrade as it may have expired.

Not sure what's going on with Verizon - MONTHS on this SIMPLE issue.  Yeah the phone was paid for years ago, and now you owe $799 ...... SAD.

 

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Re: Veeizon trade-in offer not honored despite app issues
vzw_customer_support
Customer Service Rep

Hi, korg60!

We can't have you feeling this way and that's totally not the kind of experience we want you to have from us.

 

I'm going to send you a private note to provide you further assistance. 

>Yosh

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Re: Veeizon trade-in offer not honored despite app issues
korg60
Enthusiast - Level 3

One other thing.

I'm tiered of dealing with so many support reps.  You would thing I could tell my issue once, and that rep would be able to follow through with the issue until the end.

I worked in support for two major companies, and we never answered a call and passed it on and forgot about it.   You should be able to Chat/call in again and they see on their screens who you were dealing with and hand over the call to that person.  Management should be checking up on the status of issues.

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