we're humbly asking for your help on a trade in promotion we accepted from verizon. in december 2020, we received a text offer from verizon the a promotional value of $579.99 should we trade in any iphones newer than the iphone 4 and upgrade to the iphone 12 series. we accepted the offer and initiated the upgrade on verizon's website, with the help of a chat agent. this was an upgrade towards the iphone 12 mini, with a trade in of the iphone SE (1st gen)
on the last week of december, we mailed in our iphone SE (1st gen) and have been waiting on our promotional credit to show on our bill. the old device has been received by verizon and is waiting to be appraised. however, the estimated date of appraisal (01/17) has passed and we have not received appraisal confirmation. in addition, on our website, we are seeing an 'estimated trade-in value' of $14 and NOT the $579.99 we were offered and accepted.
we have contacted verizon countless times, from the beginning of the trade in process, to now, via online chat and phone calls. every time we reach out, we spend hours and hours reciting our situation and asking for confirmation on the promotional credit. we are always told that we indeed qualify for the promotion, and will receive $579.99 for the trade in, despite it showing $14 in our account.
in our most recent communication with verizon on 01/15, the chat agent said they only see the $14 and not the $579.99 for our trade-in, despite us reaching out numerous times to confirm that we qualified and was told every time we will receive the promotion. the chat agent then looked through our past correspondence with verizon and said he/she would submit a promotional correction. it is now 01/24, and we have not received an update.
we have names, screenshots, and summaries of our communication with verizon, including text messages we requested to be sent to us summarizing our inquiry, conversation, and etc.
it seems like many of us loyal verizon customers are dealing with a similar problem when it comes to verizon's trade-in promotions. we'd like to give verizon the benefit of the doubt, as the reps we've spoken to via chat/phone have all been patient and cordial. however, we would like our trade in promotion of $579.99 to be confirmed and reflected on our monthly bill ASAP. we have not opened the new iphone 12 and have plans to return it if the promotion does not come through. should that be the case, we will also be reconsidering verizon as our phone provider moving forward.
Return period is 14 days, promotion takes 1 - 2 cycles to show up on the bill. You don't get any trade- in value unless they have your phone. They also don't send phones back once you send it off.
May as well enjoy the phone instead of fuss about $14. As long as the phone sent isn't damaged, you can get the better value.
gotcha, thanks for your reply. we understand it takes 1-2 cycle for the credit to show, our problem is that verizon agents are saying we will receive the $579.99 promotion, while we are seeing estimated trade in value of $14 in our account.
only in our most recent chat with an agent did they go back on their word and said they only see $14 value on the order. we submitted a promotional correction and was told they will get back to us for the final confirmation. it has been 10 days but have not heard back from them.
so is it $579.99 for our trade in, or $14?... because that is a big difference... verizon has received our device, and the estimated assessment date of 01/14 is long overdue and we have not received a final confirmation. can't really enjoy a phone if verizon isn't being consistent with what they offer, say, and then show. our trade in device is in good condition and we want a written confirmation of the final credit we will be receiving. it should not be anything other than $579.99, as that was the offer we agreed on.
As Tigerstep stated, the return period of 14 days is past. That will prevent you from returning the phone for a refund.
Whether or not the promotion had any "fine print", it's logical to figure that an original SE iPhone will not have much, if any value. Also, reps aren't held to anything that they tell you. That is sad and not right, but true. This is why I purchase my devices from Apple or Best Buy. Verizon's cellular service is the best for me, however I avoid their purchase "deals".
Any further contact ("reaching out") to Verizon will be fruitless, unfortunately.
We want to make sure that we are able to clarify this situation, as this is never the experience we want you to have, specially after all these years, we'll be glad to help out. To clarify, did you already ship the phones that you were going to trade-in? And if so, did you receive a confirmation?
@vzw_customer_support hi AlfredoL, thanks for your reply, we hope you can help us with our situation.
yes we have shipped the phone and it has already arrived. verizon’s agents we spoke to have also confirmed it has arrived and has been received. we are waiting for the credit to reflect the promotion of $579.99, it is showing $14 despite verbal confirmation from agents that we will receive the $579.99.
As always, our customer's feedback is greatly appreciated and our customer's loyalty means the world to us. We certainly want our customers to enjoy the Device Trade-In Program. Verizon also has a Return Policy in place, which our customers can view from our website at http://spr.ly/6604HbxKI. It's important that the information we provide our customers about our return policy is clear and concise. We never want our representatives to provide incorrect informnation to our customers. I apologize. Our Device Trade-In Program also has a website link that will answer questions that our customers may have, including how the value of a device is assessed. Please visit our website for more information about the Device Trade-In Program at http://spr.ly/6605HbxKL. Once you've accessed the site, please scroll down to "Tradein Credits" and review the info provided at #5 and #7. We're confident that this information will be helpful. - RobertC_VZW