EDGE UP RETURNED MULTIPLE TIMES Don't know what to do now

Question

Hi ,
I have been a loyal Verizon customer with an account in good standing for as long as I've owned a cell phone... I am looking for resolution to an ongoing problem from my EDGE agreement.   I upgraded to Iphone 6 plus in November.  I initially lost my shipping label and had to request another to return my Samsung Galaxy s4 to the Edge Program.  I had to request a new one which took weeks to arrive.  Once I received it I put the phone in the mail immediately and tracked it to arrival at it's destination, thinking everything was good.  On the 45th and last day I had to return the phone it showed back up on my doorstep.  It was rejected with the explanation that it was not the phone on the original edge up program and was not an authorized Verizon replacement...that was correct information, however the end of June or beginning of July 2014 my phone was replaced under warranty as the service was never up to par...After numerous troubleshooting calls a technician decided to replace the phone.  At that time I returned the original phone. Evidently after hour long chats and phone rep conversations it was determined that my information was in fact the truth.  The phone rep never returned my call as promised, but the chat person got help from her supervisor to correct the ESN number in the system with that of the replacement phone, ship out a new return label, and put a note on the account that the warehouse should accept the return even though arrival would be past the 45 day cut off.  So a second time I sent back the phone.  Thinking everything was corrected.  I tracked the phone to the warehouse.  After another period of time the phone arrived back to me a second time.  I placed a call that day.  So stressed about the now 300.00 charge showing up on my account.  The customer service rep again had to verify the complete story of what had happened.  After another hour plus conversation and consultation with supervision, the plan was:  Go to Verizon and do the trade-in, as Verizon, " has to get the phone back"  Once the phone is received I will get a 100.00 credit, when the representative confirms the phone is received she will credit my account an additional 200.00.  The padded envelope I received to return the phone was pitiful.  most of the bubble wrap was popped to begin with.  I have photos of the phone the day I shipped it.  I was also disappointed with no tracking number I could utilize....so I paid and extra fee to add it at the post office.  I have a receipt that I shipped the phone on 1/27/15 and that it should have arrived at destination on 1/30/15, but the phone has not been scanned again since leaving my local post office, so that is as far as I can track it.  I don't know what the answer is....but the ESN not being changed was obviously the root of the problem and not something I could control.  Now I am holding my breath that the phone arrives and is found to be at the 100 value and that the customer service rep holds up what she says she would do.....  I am looking for help and some type of resolution....I have sent the phone back and now have launched an inquiry with the post office since I can't track it any further.  Please give me some idea of how to rectify this situation.  I do not want to be bitter with Verizon, but this has truly been a night mare, and I have spent valuable time rehashing this story with multiple representatives to no avail.  What can I do?

Answer 1

Have you seen this Apple article on troubleshooting launch problems?
http://docs.info.apple.com/article.html?artnum=302856