$340 Trade-In for Samsung S4 on Verizon Wireless Website Yesterday (11/20/2019)

[el_grande02]

Dear Verizon,

When I was on the Verizon Wireless Website yesterday, I was given an option when upgrading my phone to the Samsung S10 to trade in an old phone using one of the promotions for this particular phone.  One of the phones that qualified, the Samsung Galaxy S4, I was shown a $340 trade-in credit which I could apply as a reduction in the monthly price of the new phone.  I spent my free time in the last day getting my old phone ready for the trade in and to take advantage of this offer.  When going on the website today, I am seeing a $0 trade in credit for this same phone when trying to upgrade my phone.  I called your customer line (which was no help by the way) and explained the issue to them. The customer service agent did not research anything and told me the phone is old and probably is not allowed for trade in (even though this is specifcally shown in the fine print of the promotion).  The customer service agent seemed surprised when I told her the Samsung S4 was a qualifying phone.  She did not offer any further assistance at this point (I even asked to speak to a supervisor, which she refused to honor my request). 

I feel I was shown this trade in credit under false pretenses (I was going to trade in and upgrade my phone to take advantage of this offer).  If this was an issue with how your promotion was set up, you should honor the price that was shown to me.  At this point, I am angry that I am unable to receive any credit for trading in my old phone nor that your customer service was able to address anything.  Please escalate this to the highest level to address this issue and to correct the poor service I received during this process.

Is there anything that can be done to honor this trade in credit that was posted on your website yesterday when I was trying to upgrade my phone and trade in my old one? 

[vzw_customer_support]

Your feedback is extremely valuable and much appreciated, and I'm truly sorry to hear about the experience you had with us. Our customer's satisfaction is our number one goal. We want to learn more about the situation. Which device were you upgrading to? Can you please tell me more about why the upgrade order wasn't processed when you first saw the promotion? Please keep in mind that our promotions are always changing, and we don't have a way of making changes to previous/current promotions.
Share details.

EvelynR_VZW

[mama23dogs]

@el_grande02   The trade in offer ended.  Promotions often are short in duration and end without notice.   Note trade to upgrade offers are usually less $ for current lines than for new lines.

[el_grande02]

That was not what I saw when I attempted to upgrade.  And plus your promotions do not list the dates which they are valid (all other retailers list this info).  I think that is really shady business practice. Why would I see one offer one day and the next day the same offer is not available, when clearly your website says I can at least something (it was $100 the next day, and when trying to check out I was not offered anything for my attempted trade).  Please respond if there is something you can do to help and not repeat what the customer service rep told me on the phone.  Please stop wasting my time and do something about this issue!

[el_grande02]

I am trying to upgrade to a Samsung S10.  I saw the promotion for an upgrade offer pop up on 11/20/2019 when looking at phones.  I have been watching special promotions from you guys for a while and noticed that when an offer would come in, it was usually valid for about a week.  I put in the phone purchase, there was an option to trade in a device.  I looked on the list and saw the device I wanted to trade in (Samsung S4) was on the list and would qualify.  Upon entering all the info for my old phone (including that serial number in the phone's settings), I was shown an offer to receive $340 for trade in of this phone.  After seeing this, I wanted to get the phone ready to trade in and to ensure that it was in proper working order prior to submitting my order (which I needed the extra day since I had work the next day and no time to work on it).  According to your trade in promo, the phone I was attempting to trade in (Samsung S4) was listed as one of the qualified phones. When I went on the website on 11/21/2019 to take advatage of the offer, it was no longer available.  I even looked at the $100 offer on the same phone (per the fine print of your offer online), and your website was not even acknowledging that offer upon checkout.  I called your customer support line to talk with somebody.  The agent I spoke with seemed surprised that the phone I am attempting to trade in even qualifies for a promo (seriously, do your customer service agents even read the current promos or know what qualifies???).  I explained exactly what I saw to the agent on the phone and she seemed not to want to investigate the issue nor assist in with my issue any further.  I even asked to speak with a supervisor, to which she refused to do.  I have been a customer with you for 5 years and this recent experience trying to figure out how to work your promotions (ie. such as the $300 off S10 promo, which is not available to me upon checkout even though it is listed in my offers from you guys) and dealing with your customer support has left me a little salty and considering seeking another cell service provider.  I am also frustrated that you do not list any dates for when your promotions are valid (all others will list dates for their promotions).  Please let me know if there is anything you can do to help?  All I want is to take advantage of the deal I was originally offered ($340 trade in credit) to get a new phone.

[Ann154]

You're probably right that most promotions last about a week. Unfortunately you saw the promotion you were most interested in on Wednesday November 20, 2019. Verizon Wireless generally releases new phones on Thursdays so it stands to reason many if not all of the promotions also start on Thursday too. Guess what day the 21st of November was? Thursday. As you discovered, the promotion previously available the day before was no longer available. 

[Tigerstep]

An S4 really isn't worth anything. 

Calling in and asking for supervisors is only causing other customers waiting in the queue to wait longer. Promotions are limited, if you don't act immediately you miss out. A rep can't do anything about poor timing.

Be adult about it and act faster on the next deal.

[mama23dogs]

@el_grande02  
  You are responding to other CUSTOMERS, not to Verizon.  It is not anyone's job to fix this.  
You really think a 6 year old android phone is worth $340?   
A phone that won't even be allowed activation on any carrier in the USA at the end of this year?   
  It's Black Friday week.  Watch Best Buy for a deal.   

[Ann154]

---

@mama23dogs wrote:

@el_grande02  
  You are responding to other CUSTOMERS, not to Verizon.  It is not anyone's job to fix this.  
You really think a 6 year old android phone is worth $340?   
A phone that won't even be allowed activation on any carrier in the USA at the end of this year?   
  It's Black Friday week.  Watch Best Buy for a deal.   

---

Most of the replies are from other customers except the first reply is from a VZW customer support representative. 

[el_grande02]

How are you supposed to know how long a deal will last?  There is nothing listed on the promotions themselves about the dates they are active.  I have never seen this with other retailers.  They alway list in the fine print.