Have been reading about all these issues. Looks like I too have been giving this pile of garbage. $850 credit only to get back $70 and a pic of a cracked phone which isn’t mine. Any class action lawsuit we can get started?
The last thing that we want is for you to miss out on this trade in credit. We want to make sure that we are on the same page. Did your device have any damage before trading it in? DavidR_VZW
Not one mark. I had a case on it from the day I got it to the day it was put into the mail return package. If it was cracked I would have marked that on the steps when returning it.
Thank you for the additional information, JayMcC. It is good to see that you take care of your device. As a fellow consumer one of the first things I purchase when I get a new phone is a screen protector and a case since I want to protect my investment. We sent you a Private Note to take a closer look at this matter. Please meet us in private.
Thank you so much for your patience while we've looked into this. I understand your concern to get so much less than you were expecting for the phone and I wouldn't be happy about that either. I can confirm that the ticket from our warehouse actually did come back. They were able to confirm that the pictures and the device in question are the one you submitted. One of the pictures we provided should show the device ID which is there to further confirm this. As a result, the current value which is based on the condition we received the phone in is accurate.
I understand there was no damage to the phone when you sent it in. It is certainly possible that it happened during the trip as any package traveling across the country has the capacity to be thrown around some. The difficult part comes in how damage can happen though on the trip. If the phone is packaged following the directions we provide, there isn't a way that the phone can move much at all or hit any sides of the box as it is suspended in the very middle of the box. This makes any damage virtually impossible. The only real way it could happen if the phone is packed correctly is if the box were damage, which could free the phone inside. That's why we include pictures of the box as well though. If the box is damaged when we get it, we assume any damage happened during that trip and we stand by the original value. If the box is in good shape like it was in this case though our stance is that for any damage to have happened in shipping the phone would need to be packaged incorrectly and that would still be part of the process you are responsible for. The final value as a result would be based on the condition when the phone arrives.
I understand this isn't the result you were hoping for but at this point we have confirmed that the value is correct and no adjustment would be possible.