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Let me break it down for you, sprmankalel.
1) The goal of customer service is to "delight" the customer, to make the customer feel that they made the right choice. That goal has not been met with this customer.
2) You told the customer to give up, without being satisfied. "Suck it up." That doesn't fit any definition of customer service. It was good of you to explain the policy, but that needs to be done by Verizon.
3) You're putting words in my mouth. I never said the customer should receive anything they weren't entitled to receive. However, the customer is entitled to an explanation of the events, an apology for being told on two separate occasions that the phone was worth much more than it was, and resolution. Verizon could quite easily offer the customer some type of gesture as an apology for the mistakes made. They do it all the time.
4) If somebody taught you that reciting the rules repeatedly was good customer service ... all that does is make people pull their hair out.
5) Their are quite a few complaints here regarding the trade-in program. So, this is not a one-time misunderstanding by a customer who didn't give you all the facts.
Have a nice day, sprmankale!
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Right or wrong, time will tell. I can only hope the OP comes back in a month and lets us know what does or, more likely, does not take place.
"Robot" Rick
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I just got back from Verizon. I wasn't getting LTE service anymore, so they replaced my SIM card. Very quick and free. Just the way I like it. However, if there had been a wait, I was going to go next door for lunch after I signed in. I kept picturing you and elector shaking your fingers at me.
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Ha ha ha don't wait for that finger pointing!
But you waited your turn now didn't you? Like I said you don't push to the top of the line.
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Oh, I fully intended to wait my turn. I have no tolerance for people cutting into or jumping line. Our disagreement was whether once a person had been passed in line whether they should have to go to the back or next in line. I was allowing some leeway and the three of you were saying no leeway should be given. I have conceded that you three are correct. However, I would probably still offer leeway since nobody is actually harmed, if you were behind me in line you were going to have to wait for me anyway. Whether I was 20 people ahead of you or one.
I have conceded! You win! Now leave me and my cold cuts alone!
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Huh???
The only point I was trying to make was that the OP was not going to get the satisfaction he seeks; $200 trade in on an LG G3. He was only going to get more frustrated and furiouser and furiouser. I'd still like to hear from him how it all turns out. Want to hear my guess?
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Verizon Wireless did the same thing to me today. Verizon claimed I did not fill out the "recycle my device" correctly when I ordered my daughter a new iPhone 6. They have no record of it and I never received an email confirmation for that section. Although I did receive the iPhone 6 order confirmation. They will only give me $30 for my old iPhone 4 now instead of the original $200. The whole trade in/recycle program is a SCAM!!!
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Not the same thing at all. You traded an iphone for an iphone, which is what the promotion was. He wanted to trade an iphone for a LG G3, which wasn't the promotion.
But yes, you got screwed, just in a different way.
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When you didn't get an email confirmation of the trade you should have done it again. Follow up would have gotten you your $200
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I did it 3 times and it always told me that information for the trade in was stored in my account. Now it’s too late because the promotion has expired.
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