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Horrid Customer Service and Trade In Experience
oceanjoe89
Member

Never ever again will I use the Verizon trade in program. We upgraded iPhones and iPads in October when new devices were released. Two of my trades ins were processed right away, but the last iPhone sent in still has not processed for credit after over two months. The trade in status checker shows it was received and the received device matches the expected device, but the final value has never updated and the credit never posted.

I have called Verizon multiple times, been hung up on, told I was being transferred to a supervisor and disconnected, told a case was created and would be called back and never called back. I’ve been sent to a store to prove what the emails from Verizon state and show them their own online trade in checker to again prove everything only to have the store employee stop returning my calls and texts as well.  

I am so beyond frustrated and have wasted so many hours trying to resolve this that I don’t even know where to go from here. No one at Verizon seems to understand my issue or resolve something that is so simple to unravel. 

My advice—don’t EVER use Verizon trade in. Because if something goes wrong you will never get the issue resolved and be out hundreds of dollars in the process plus hours upon hours of time and frustration. If any other provider offered service in my area I’d dump Verizon in a heartbeat after this fiasco. 

Re: Horrid Customer Service and Trade In Experience
Piscestg
Sr. Member

I completely agree. I have been with Verizon since 1993. They have the best cellular service, but the good service ends there. All the problems that I've had over time regarding over-charges in their favor have been a nightmare to resolve.

I know this won't help you now since you sent your trade-in phone. However I would never, NEVER send a phone to Verizon for credit. They will tell you that it takes two or three months to get your credit. And the true trade price is quite often never what was verbally quoted. Also, sales reps are not held accountable for anything they tell a customer in order to make a sale. If and when your credits begin you will be past the time allowed to return your new phone if the trade price is less than what you were quoted.

Two years ago Verizon offered $335 for my wife's iPhone 7Plus on a trade. We went to a Verizon store and they told us to send it in. I said no, as either the phone winds up "lost" or the price credited is much lower than was promised. They gave us the $335 credit on the spot and we bought a new iPhone X.

I am in the process of replacing my wife's iPhone. I will trade hers at the Apple store. They honor their word. While Verizon usually has great cellular service, I always buy our devices from either Apple or Best Buy.

Good luck.

 
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Re: Horrid Customer Service and Trade In Experience
Tigerstep
Sr. Member

Amatures.

All it takes is submitting a promo fallout form.

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Re: Horrid Customer Service and Trade In Experience
oceanjoe89
Member

Even if it wasn’t part of a promo? It was just a straight up trade in. Not some special deal. My other two trade ins processed right away. This one just seems “stuck”. 

the iPad I traded in wasn’t on promo either. They just credited my account the trade in value as soon as they received it. Same thing was supposed to happen with the phone but it’s never processed. 

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Re: Horrid Customer Service and Trade In Experience
oceanjoe89
Member

Just wasted another hour on online chat trying to resolve this only to be told to call the same 1-800 number that I started with months ago.  

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Re: Horrid Customer Service and Trade In Experience
oceanjoe89
Member

Finally got a supervisor to get this resolved today... just over 3 months from when it began.  Props to Tony for sticking with me and taking the time to actually listen.  

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Re: Horrid Customer Service and Trade In Experience
jerstuper
Member

Wow, I am not alone dealing with Verizon support, do you mind sharing how you got to the supervisor?

i am spending my wheels dealing with them currently my fustraions here. 

 

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Re: Horrid Customer Service and Trade In Experience
HighTechnology

Similar issue here -- 4 of 5 trade-ins went fine -- credits appeared on my second month's bill (including a retroactive credit for the prior month).  The 5th trade in is MIA on my end, but Verizon confirmed they have it.

 

From my end, I see NOTHING whatsoever.  Entering the Submission ID on Verizon's site says it's not found. Thankfully, I used their prepaid shipping label, so I could see that UPS delivered it.  I also saved the email with the trade-in instructions / to prove amount, etc.


Verizon says they can see the UPS delivery, and also from the IMEI that it was received by them.  So now I am waiting (today is day 7) for someone to get back to me about the trade-in.  I'm giving it another few days, then next week I will start escalating this.

 

Needless to say, between this and a denied rebate for one of my lines (ironically, this same line), the return to Verizon has not been smooth.  While T-Mobile had pretty bad customer service and made billing errors, I hadn't experienced any issues whatsoever with any of my rebates or trade-ins with them.

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Re: Horrid Customer Service and Trade In Experience
vzw_customer_support
Customer Support

This is definitely not the experience we want you to have when trading in your device. We would be more than happy to assist you with getting to the bottom of this! We will be sending you a Private Note, so we can further assist you. 

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Re: Horrid Customer Service and Trade In Experience
vzw_customer_support
Customer Support

oceanjoe89, I want to sincerely apologize for the headaches you have been having with us and the Trade-in process.  This should be a seamless process and it is very troubling to hear you are still having issues.  I am here to help and we will get to the bottom of this.  You stated to us earlier that day that you had the issue corrected the day after your original post.  Are you attempting to chat with us regarding the same issues?  What are the issues you are having that our Chat Team said to call an 800 number?

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