Issues with trade in for promotion of iPhone 6

Question

I have had nothing but issues while trying to purchase the iPhone 6.  I have been a Verizon customer for over 4 years.  First is was my data plan had to change, I’m like ok… but the info. i was given by 3 different people was incorrect.  I was downgraded from an unlimited dat plan to a 2GB for the same price. I was told by since I was downgrading from unlimited I would be able to purchase a 2GB plan but receive 6GB …. well that was “mis-informed” as I was told when I put in my pre-order for my iPhone 6 and then had to wait 2 hours to speak with someone about the data plan because my online order would not go through until the dat plan was fixed.
I pre-order my phone and fallout the trade in form for my iPhone 4 (which was still working).  My trade in was canceled after i received the new iPhone!  Apparently the system couldn’t catch up fast enough and then when you call the Trade in # you can not get through.  I fill out a 2nd application and this was sticks.  I mail the iPhone 4 in…. and 3 weeks later is it received and processed - but apparently in the shipping process the phone was damaged and now I am being “penalized”.  I was supposed to receive $40 for the iPhone 4 and $160 for the new phone as a promotion. 
I am being told that my screen is cracked and the phone doesn’t turn on.  After calling numerous times again and finally getting through my case is being escalated to support - I reply to the support email about the situation…. the next day i get an e-giftcard for $36 - unacceptable.   I write again …. now a week later still no response.  I call back the trade in #.  I explain everything all over again… “Sorry Ma’am we have a picture of the device and there is a small crack at the bottom corner of the screen”.  So because the phone was damaged in shipping (in their packaging… a plain paper envelope no bubble wrapping, I am getting duped.  I am told to call customer service for help.  I call, a very nice woman answers on the phone 15 minutes she is trying to contact her supervisor, with no luck…. and she is not sure why they told me to call customer service, because it is a different dept and they can’t help anyway.
So now I sent another email in.  This is ridiculous!  I would have never sent in my phone for a “rebate” or order the new phone if it had not been for that promotional offer.  My phone worked just fine, no cracks, no dropped calls, no Bluetooth issues, etc. like i have with this new iPhone.
This lack of customer service is unacceptable.  I would have never signed up for a new 2yr contract with them if I knew all the issues I would have.  4 years of loyalty and this is how they treat their customers.

Answer 1

The phone was an iPhone 4, and we were informed that the Find My iPhone feature was on. However, my wife turned it off, and I double-checked this before the phone was sent in. When the feature was turned off, the instructions provided by Verizon were followed exactly, however we were informed that the feature also needed to be turned off on iCloud (even though there were no directions indicating this in any of the Verizon documentation or on the website).
At this point it isn't as much about getting the $111 as it is about letting someone know how rudely my wife was treated by Adam (he was at station 34 on Monday, February 10 - she noted this, because he refused to give out his last name). She was told several times by Adam that he does not report to anyone, that he had no supervisor, and there was no one higher up we could speak with. He was rude, condescending, and obviously blatantly lied. Additionally he intentionally kept my wife on hold for 30 minutes hoping she would give up and hang up. The reason we know that he did so intentionally, is because he also indicated that it was "actually pretty slow" in the call center. He also indicated that she had no additional recourse and should just "hang up" and "give up."
It's really just that we don't feel like we can trust the trade-in program, and won't be trading in any additional phones through that program. Thank you for responding, at least we can be sure that there is some customer service still happening at Verizon. We have just had our faith in Verizon's customer service pretty rudely shaken.