I recently traded in my iPhone 8 with Verizon when upgrading to the new iPhone 12 Pro. I was told that I would get $440 towards my trade-in, but received a notification stating that I would only get $50 instead because there was a tiny scratch in the corner of this phone.
I spent hours on the phone yesterday with the most unhelpful, disrespectful support team I've ever dealt with. They accused me of lying and stated that I should be happy with the $50. I escalated to the managers twice, and it got worse each time. They promised to call me back because they left me on hold for so long and I had to join a work call, but they never called back.
I've been a loyal Verizon customer for 13+ years now, and just purchased TWO iPhone 12 Pros with premium plans on multiple lines. They have effectively stolen $390 from me. I would never have consented to giving them my iPhone 8 that was in excellent condition for only $50. I asked them to give it back to me, and they said no. Had I known that I was going to be treated like this, I never would have committed to spend so much money with them over the next two years.
As someone who has worked in the Customer Success industry for the past decade, I feel embarrassed for Verizon. The way I've been treated is what you see in the videos of what NOT to do to your customers, especially the ones with a high Customer Lifetime Value.
If anyone out there at Verizon cares to have a chat, please reach out to me.