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Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
UnhappyVeryLongTimeCu

I was recently made aware of the VZW trade-in/recycle program.  I was advised that until the end of this month, Verizon was offering increased trade values to encourage upgrades to recently launched devices.  I had a 32GB iphone 4 (verizon) that I was not currently using and was in 'like-new' condition.  I have always maintained my electronics in excellent condition and always receive the highest trade values for my devices via other trade in services. I even still have the original packaging.  This phone was always in an Otterbox Defender, did not have a mark on it, and fully functional.  Look at it and you would think it had never been used!!  I contacted customer service and initiated the trade-in process.  The appraised value was $120.  I confirmed the request and was advised I would receive the packaging to use to send in the device in 5 days.  When I received the package for shipping, I was surprised to see such a flimsy thin bubble wrap envelope for sending the device in.  It barely had any padding - and an iphone 4 is a heavy device.  It was also to be sent via regular mail.  Shame on me for not trusting my gut when I made these observations.  

Something told me to take pictures of the device before sending it off - which I am now glad I did (samples attached here).  The photos clearly show the excellent condition of the device.  Shortly after sending the device in, I received an email indicating that they had reduced the original appraisal to $67.01 for the following reasons - but the email was missing the 'reason'.  I promptly called the number listed - and was told that they couldn't see a reason either - but would open an escalation ticket to have someone from that area contact me directly.  I have since made 4 calls to the same initial contact number in the email (since no one has responded to my inquiry) and received various reasons as to why the value was reduced - from something was likely broken or missing, to someone made a mistake and gave me the old trade value and not the current promotion trade value, to today's excuse - it was broken when they received it.  When looking at their site for my status - it still shows no reason for the reduction in trade value. They continue to send escalation tickets with no response to date.

I am told no one can get in touch with the 'escalation area' -who needs to research and respond on this issue - only emails can be sent by the phone reps to them again and again to ask that someone call me.  I told them I want to see pictures of the so called damage to my phone - and that I can show them pictures of the device moments before I put it in their flimsy packaging - and pictures of it in their packaging.   I have asked to have my phone sent back to me and been told that is not an option.

So great job Verizon!!  I see multiple threads complaining of this same experience over and over again - devices in great condition when sent only  be determined defective or damaged once you receive it.  And of course - it can't be anything you or the USPS did - it has to be that your long-time, regular paying, trusting loyal customers are mis-representing the condition of their devices.  Shame on me for trusting that the customer matters and is valued by you.

Before it's too late - I hope you wake-up and realize that customers have choices - which in the end means we hold the final power card. This unfortunately is the last straw among several other significant service issues over the past couple of months, and I will now begin the process of moving my 10+ years of loyal service (at $200/month) to one of your competitors.  Perhaps one day someone there will wake up and catch a ride on the clue bus.........

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Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
AngryCustomer5003

That is awful, but this is how many "trade ins" work. Your better off selling the phone on Swappa, Craigslist, or eBay. You probably could've got closer to $150 on Swappa, and then you get paid upfront. On eBay the seller fee is 10% but you probably could've got $180 for a 32GB model. Shipping is like $5-$10 dollars. I don't understand why people use trade in places at all. It's the same way with cars. You tell them your car is like new, then they find under seats loose stitching and mark off $500. Then the stereo has some hiss, and might need to be replaced, mark off $1000 for new stereo and labor. Before you know it your vehicle has a value of $13,000.

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Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
Core2
Sr. Member

I would highly recommend doing this in a retail store, not letting the phone leave your hands until you have the quote and or receipt for the Verizon credit first.

I got $200 for my iPhone 4s with no issues.

Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
jrcubfan1
Member

I just encountered a similar issue.  I bought a new iPhone5s and sent my iPhone4s for recycling as it was in great shape, no scratches, no breaks, perfect condition.  I expected $200 and received an email that I would only receive $24.12.  The explanation was as follows:  Phone does not power on - Power Supply Error.   Attempts to discuss don't seem to get past a customer service rep that can only "escalate" my concern.  They said I would receive a response, but by email.  After 4 days no response.  There is something seriously wrong with the technical ability of those in the recycling center.

Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
UnhappyVeryLongTimeCu

I am sorry to hear that you had a similar experience - and clearly with a worse financial outcome!  If it helps, I did reach out to customer service (via 611 - not the trade-in department number)- and they did issue a credit to me to make up the difference of the original appraised value.  After more than 2 weeks, 5 contacts to the trade-in toll free number, multiple escalations, I still have not received a call back or reason for the reduction in value.  A customer service representative told me today that she had several calls today alone with the same complaint regarding downgrading values.  This program clearly has serious problems.  Thanks and good luck!!

Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
neogoten
Member

Duplicate comment - please visit discussion at:

https://community.verizonwireless.com/message/1011281#1011281


Message was edited by: Admin Moderator

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Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
Kelly-B
Member

I just received an email from Verizon with something similar, appraised for $200, the emails says "Could not power on" your new value is $36. Being in the Real Estate business, I shared the story in my office and heard another disappointed person say that they were offered $36 after a $200 appraisal. This is a scam and needs to be turned over to your state's attorney general. Just because Verizon is big, doesn't mean we should just lay down and let them get by with this. Take action now!

Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
markpys
Member

Start contacting the VZW Executive in charge of your area:

http://aboutus.vzw.com/leadership/executive/

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Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
markpys
Member

I resolved my Recycling Program issue by calling VZW customer service.  Read about my experience here:

https://community.verizonwireless.com/message/1012287#1012287

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Re: Verizon Trade-In Program is Classic Example of Poor and Dishonest Service
americanius
Member

I submitted request for another return package after the first never arrived.  Been over 30 days now and I'm outside Verizon's window to get the phone sent.  I'm sending my complaint the the FTC.  Verizon knows they are practicing deceitful business practices. Verizon needs to be held accountable and a hefty fine leveled against them for the estimated amount they have scammed out of customers.

The Verizon officers and BoD know this is happening and are doing nothing to fix it.  To me that's criminal so the DOJ is getting a complaint letter along with the SEC.

Oh, and I'll be filing a complaint with other federal agencies for deceptive business practices as well as fraud like to the CFPB, my state public service commission etc.

If everyone on this forum that's been screwed over by Verizon will do the same there may be some movement.

Plus I'm already looking for another service provider even if I have to buy my current plans out.  Why would I continue to do business with a disreputable company after being with them for over 20 years and they crap on me like this.  I may even discontinue paying my bill to get to arbitration so I can at least come in face to face contact with someone at Verizon being that their trade-in site is always conveniently down and the chat never comes up.

Lastly, my next door neighbor is a lawyer and he's very interested in bringing a class action against Verizon on contingency.

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