So I took a chance on using the Verizon device trade in Program. I have been a customer for 20+ years and have generally avoided Verizon for trades and new devices because of monthly credits. I took advantage of the BOGO iphone 12 add a line in November. I traded a iphone 11 that was mint. It was received by VZW on December 4th 20 and that's the last I heard. Chat with their foreign reps got me nowhere. Calling multiple times got me nowhere. I called this week and was told oh your device must be lost, sorry about that. I'll do some paperwork and you'll hear something in 72 hours. I wait 3 days and call again. After going through all the same garbage questions again for 40 minutes he tells me that verizon didn't have a trade in Program going in November for an iphone and it was for a Note 20. So he says AS A COURTESY he can offer me the current $440 trade in (mine was for $500) . I say no way and he says he can request an additional $60. So now I am waiting again. Verizon customer service has become so bad. I just bought another iphone 12 pro max with a trade and I am just about ready to cancel the $1200 order and keep existing device.
Ensuring that you receive the proper trade-in value for your device is very important, jmadams. We are more than happy to assist. So we can review some details on our end, please provide your first and last name as they appear on your account and verify using the link below. GregL_VZW
So I can be connected with yet another customer service rep that will tell me to be patient and it may take 1 to 2 billing cycles and so on. Waste more of my time for Verizon's failed program.
I've been with Verizon since 1993. They have the best cellular service for me but I would NEVER send them a phone for trade credit. This forum is full of posts explaining "lost" phones or credit issued that is much lower than quoted. Reps can say anything for a sale but are not held to their word.
I purchase my devices from either Apple or Best Buy. Three weeks ago I ordered an iPhone 12 for my wife from Apple. Due to the virus, they shipped it to me and I received it the next day. They also quoted me $250 for her iPhone X. I sent it to them and six days later they gave me the credit. It was an easy and hassle-free experience. Apple is very reputable to work with. The same applies when requiring service with Apple Care.
I know this won't help you now with your situation. I wish you luck.
Thank you for sharing such wonderful information about how your device was quickly replaced. Our customer's devices are very important to them and keeps them connected with family, friends, and business associates. I can't imagine being without my own device, as I know how much I depend on having it with me. Verizon works closely with the various equipment manufacturers (e.g., Apple Corporation, etc.) and Best Buy is one of our many store partners. We all work together to address and resolve our customer's needs. After all, our customer's concerns are our concerns too. - RobertC_VZW
I've called 2 more times and now 2 reps have told that I am not entitled to a trade in credit on any of my lines. They also tell me that there is no way they can return my 10 month old iphone 11 128gb device. why? No trade credit AND you think you get to just keep someone's property? This is theft. This is deception. This is breach if contract. This is false advertising. Verizon get your head out of your butt and figure out the trade program or I will take my 5 lines of service to another provider.
I am having a similar problem I did a trade-in during early December, and was provided a quote for $550 for an iPhone 8, along with a submission ID and a prepaid label. I sent the phone in and heard NOTHING.
I called customer service, and they confirmed the device was delivered, the model received, and that it was in good condition. They told me it would take 7 to 10 days to resolve this, and they'd call me back. That was on December 31. I called on January 15th, since nobody called me, and was told it was still be researched. I called back again on January 20th, and was told I was not entitled to the $550 quoted amount, and was only entitled to some amount less than $100. I told them there was NO WAY I would have traded in under those circumstances.
In my case, the SUBMISSION ID they provided in the email doesn't show up in their systems (it doesn't show up in the Trade-in status pages that I can see). So since nobody can find it, they just declare that I wasn't eligible for it. I offered to send the email I received to document it, BUT NOBODY CARES -- they just keep telling me they can't provide the $550 quote amount.
So I have a letter that I will be mailing to the Verizon Dispute Resolution Manager tomorrow (including a copy of email with the $550 estimated value and the Submission ID number) demanding the $550, and if denied, will result in complaints being filed with the NYS Department of Consumer Affairs, the Federal Communications Commission and any other regulatory agency I discover that Verizon is accountable to. I will also simultaneously file a small claims action against Verizon seeking $550 + compensatory damages for my time to resolve the issue (I don't think I can sue for punitive damages in small claims, but will ask one of my attorney friends).