I've attempted multiple times to get help with trading in 3 devices. I purchased 2 phones (specifically because I was told I would receive a $580 trade in credit for each of phone) & 2 watches prior to Christmas. I was told I would receive the trade in kits & I never did. I've requested the 3 trade-in kits be sent to me online when I received my new devices. Never received. I've talked to people in the customer care area on a WEEKLY basis (after spending literally hours on hold) & every single time I've been assured that the 3 trade in kits (boxes / labels) would be arriving within 2-3 or 3-5 business days via priority mail. I've never received anything - we're 6 weeks out. I even went back to the sales rep I worked with & he IGNORED MY REQUESTS for help - no response. He should be fired for that.
I've been a customer for 13+ years & I'm ready to cancel every line on my account & go to another carrier (I have many devices & lines) - but I don't think Verizon cares about this honestly. I think they don't really want me trade in my devices - so I don't get the $1,000+ dollar credit on my account. It's become an extremely high effort process to work with Verizon from a customer perspective. The service is horrific - I've never had such a difficult time with any other company.
How do I get the trade-in kits - I even tried my local Verizon - but again - directed back to customer care - where clearly that's not going to be successful. What do I do????? Who will help me with this - who @ Verizon will actually take ownership & resolve this?
We appreciate your loyalty, and the last thing we want is for you to leave us. We want to do everything we can to help you receive the trade-in credits you are expecting. When you went online to request the kits you should have received a submission ID to your Email account. Do you have that number? That would be a great start. We have sent you a private message here on this forum.
Other have had similar problems in regards to this and getting the credits or promotion not sure if they got resolved or not but seems to me your getting the run-around to say the least would consider other options
We strongly advise that you access one of your monthly bills and write to the Correspondence Team as listed on the last page of the bill. If this is an ongoing issue and has been going on for a long time, this is the team that can evaluate your situation(s) and provide a permanent resolution. - ErichC_VZW
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