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early upgrade at Best Buy
sandktaylor
Member

I did an early upgrade promotion at Best Buy for an iphone 13 pro.  Since my device I was more than 50% paid with Verizon on the device payment plan, I was told by Verizon to just return the device and pick up with a new device payment plan on the new phone.  Best Buy is telling me to get my return packaging and label from Verizon and Verizon has yet to send me that information.  I chatted with a rep a week ago today and was told it was coming in the mail, but knowing how slow mail is, I am very concerned that I will not get the return device back to them within the 30 day window.  Now I am getting texts from Verizon that I need to send in my upgraded device as soon as possible.

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Re: early upgrade at Best Buy
vzw_customer_support
Customer Support

sandktaylor, we appreciate you reaching out to us with your concerns about not receiving a return label for your upgrade. We apologize for this inconvenience, and rest assured as long as the device is returned within the particular time frame, you will not be charged as you have done everything you needed to get this taken care of. The good news is that you may also print your return label by following the steps provided here: http://spr.ly/6602JMHNO number 3. Does this information help?-Kevin

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Re: early upgrade at Best Buy
sandktaylor
Member

I have already attempted this multiple times and I do not have an order number to go back to because I did not order my new phone from Verizon.  I worked with a rep via chat recently and he let me know that he would be shipping me a label.  This was last week, so I hope it is on its way.

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Re: early upgrade at Best Buy
vzw_customer_support
Customer Support

Got it, thank you for those details. I'm glad that a label is being sent out. It does take some time to receive it. Please let us know if you have any additional questions or concerns. Thanks again! -Jordan

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Re: early upgrade at Best Buy
sandktaylor
Member

I am not so certain that this is going to come to me now.  I received an envelope from Verizon in the mail yesterday and was very excited that this was the shipping label.  However, I opened it and it was simply a brochure where Verizon is showing me how to set up my new phone.  No shipping label and I do not know why I got this as I have already set up my new phone.  I need this to be escalated to someone who is going to make this happen.  I am tired of being told that it is done and nothing happens or something completely incorrect happens.  I know I am going to get a huge Verizon bill and be expected to pay it, but I will not be paying for the device that I have been trying to return for several weeks at this point.

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Re: early upgrade at Best Buy
vzw_customer_support
Customer Support

We understand the importance of getting your shipping kit to send your device as soon as possible. If you are participating on our Trade-In promotion. You need to request a new kit on the following link, scroll down to Troubleshooting #3. Please have you Submission ID handy.

https://www.verizon.com/support/trade-in-program-faqs/

~Maria Elena

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