There are so many messages on this topic, I wonder how many trade-ins Verizon / UPS successfully process. I get the kit in the mail to send in my old Pixel 2 and send it out the same day. Next thing I know I'm getting reminders to send my trade-in to Verizon. wait wat ? I did that already.
A quick google search shows this issue is nearly pandemic. Customer support is cited as a waste of time or fails to provide any relief. And we cannot even file a UPS claim.
The trade-in must be mailed by 11/13 and I'd rather not waste our most valuable commodity - time - so is my best play just to take the $50 hit on the return of the new phone and port my number to another carrier?
Also, it seems the chat support is limited to stating more information is needed, but the bots can't define what info they want.
Hi, our goal is to provide you the best experience. Please allow us the opportunity to provide you with the help you deserve with any question on the trade in. To get started please send us a Direct Message.
I played that game with Verizon for months - finally submitted a complaint to the FCC and within a couple days I had someone from the Verizon executive office calling to sort it out for me. It was such a breath of fresh air to speak to someone who actually listened, comprehended what I was explaining and then FIXED the issue. It was painless once I escalated via the FCC to someone who actually had the intellectual capacity and knowledge of their system to solve my issue. Don't waste any more time with the online chats, phone trees and getting transferred from person to person, waiting on empty promises, etc.
Here is the link to the FCC complaint center. It is super easy to submit a complaint: