Warehouse Lost Trade In
sloanewhit
Enthusiast - Level 1

I recently upgraded our 2 phones and sent in the 2 old phones the day we received our new phones.  It is now going on 2.5 weeks and our account status still says "initiated"  but it has been received by the Warehouse dock in Ft Worth Texas. I was given a ticket number but I have zero faith this issue will be taken care of as the "investigate" to try and find the phone. This seems to be a recurring issue at this loading dock and warehouse. 

7 Replies
vzw_customer_support
Customer Service Rep

Hello, sloanewhit, we know it's important that you receive your trade-in credits. So we can best assist, we will be reaching out via Private Note.

-Lauren

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TonyV20
Enthusiast - Level 2

Funny, have same problem and have been working (or trying to work with) Verizon support to get this fixed since 8/26.

The device made it to the warehouse and there is a proof of delivery from 8/14. I am now getting spammed daily with notices that if I don't return my device, I'll lose the credits. 

I've spent over 3 hours on the phone, 2-3 hours over chat, one case was opened on 8/27 and I even got a text stating it was updated and I'd receive contact with details (never happened). 

I tried chatting today and was told to be patient. I told them to escalate, I was told no, be patient. I called someone and had to retell the entire story only to be told that they'd need to open another. They've made assurances with me on the phone that I would be ok and would get the credit but won't provide me that assurance in writing. They mentioned the phone call was recorded and I asked for that and they said well no, you'd only get to use that if a court ordered them to provide it. So basically I've been told I could only get assurance if I took Verizon to court? This is beyond preposterous.

I then asked them to explain what it would take to cancel my lines and move on. I'd have to pay full price for the phone they gave me and forfeit the device I sent them. So basically I feel like I've been robbed at this point.

How could a company have botched things so terribly? And reading around the community, seems like its been going on for years. The reps you speak with make this seem uncommon, would seem its very common. 

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TonyV20
Enthusiast - Level 2

Still on the phone as I speak, nearly two hours of my day WASTED.

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vzw_customer_support
Customer Service Rep

Hello, TonyV20, I'm sorry to hear you've had to reach out multiple times regarding your shipment. I understand you are working with support right now. We are standing by to help as needed, please let us know if you do need additional assistance and we would be glad to jump in and help.

-Lauren

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TonyV20
Enthusiast - Level 2

I just got off the phone, I am being told it could be up to 10 days before I receive a response. They acknowledge what I see (Proof of Delivery from UPS) but their system doesn't match. They need to investigate what happened after someone at the warehouse received the device at the dock.

While the case is open, I am told my promotional credit won't be lost, I asked and received this in the form of an email from Verizon. That said, I couldn't be guaranteed what would happen when case was closed, upon pressing more (I documented this on my side), I was told that they'd make this right as there is a proof of delivery...but I guess we'll have to wait and see.

Its all very unfortunate that so many customers of Verizon would have similar problems with Trade-ins. The process surrounding these trade-ins is seriously in need of improvement and I'd caution anyone reading this or doing business with Verizon to be EXTREMELY cautious.

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TonyV20
Enthusiast - Level 2

I am NOW noticing I just received an email on stating 'Trade-in cancelled'. 

And a separate email received today at 2:50pm CT stating 'The device you traded in for order number <REDACTED>  is in great shape. You can check out your bill credit on your next bill summary at My Verizon.

I have no idea what any of this means now... was my trade-in cancelled? What my trade-in successful? Why is this process so broken?

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TonyV20
Enthusiast - Level 2

@sloanewhit was this a warehouse in Fort Worth, TX by chance?