Verizon Trade-In Received Wrong Amount

Duplicate comment - please visit:
https://community.verizonwireless.com/thread/806105
Message was edited by: Admin Moderator

They will short everyone on their iPhones. There is not one instance I know of where they paid out the quoted price.
See these threads
https://community.verizonwireless.com/thread/816166
https://community.verizonwireless.com/message/1020496#1020496
https://community.verizonwireless.com/message/575602#575602

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  • Just canceled iphone 6, beware of Verizon Trade in program.  Regret it all.

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    After I returned home, I got online and spoke to Zach from Verizon who I tried a second time to have the activation and restocking fee returned to me.  He told me that it was fair charge and would not be removed so I gave in and agreed that it was my fee to pay.  I want to share a few excerpts with my chat with Zach because although he is a Verizon employee, he admited to me the faults of the trade in system.
    Visitor: At least just the activation should be waived, since I was paying to activate a phone I had for 2 years, not 2 weeks.
    Zach: Well those fees are valid charges  so they're not something I can waive. The activation fee is for new line activation and that?s waived if returned within 3 days but your paying for a line of service to be activated.... which it was. As far as the restocking fee goes that charge is to recoup some of the costs that we incur because you've returned that device. That phone can no longer be sold as new because it's been opened and used and since you returned that for a full refund of the purchase amount we end up losing money on that return so that $35 fee is assessed. None of these fees were charged in error. I'm sorry that this was the decision that you felt you had to come to especially when this would have ended up with you getting the credit for that trade in within a couple of weeks. 
    Zach: We could have helped you research that submission and work with the trade in center to find your device but you made the decision to go ahead and cancel service and return the phone so that limits what we could have done in that case since it's already been cancelled/returned.
    Visitor: I see you are all about the money, glad to no longer be a customer then.
    Visitor: You are lying on that last post Zach.
    Visitor: The trade in submission is a completely seperate process than me buying the iphone and returning it.
    Visitor: So you are not willing to help me, because you can't find my phone.
    Zach: You're right about that process, and though I can't find your phone we can partner with the trade-in team to work out a solution.
    Visitor: I am filing a complaint against Verizon with the Better Business Bureau and I will name you as one of the people who went out of their way to not help me.
    Visitor: I can not believe I just read that you could have helped me, but won't since I returned the phone.
    Visitor: That was flat out wrong, you deserve to be punished for that misinformation.
    Zach: I'm not saying I won't help you. I'm saying that our options are now more limited because you returned that device.
    Visitor: That is not an accurate statement.
    Visitor: The options are exactly the same as they were.
    Visitor: You can search by submission ID, phone number, and email, which provides no results.
    Visitor: Your other option, calling the trade in department, is also still available.
    Visitor: Those were your 2 options before and after I returned the phone, and those are still the same 2 options you have now. The fact that your company goes out of your way to argue ridiculous points makes me 100% happy I returned my device while I had a chance to.
    Visitor: Now I want my phone back.
    Visitor: The iphone 5 that is.
    Zach: Well, not exactly. Your trade-in would have been worth $200 with a iPhone 6 purchase, however since that phone has been returned and service has been cancelled then the trade in value may be less. Have you contacted the trade in center at all about the device you shipped to them?
    Visitor: No that should be your job, I'm right here on the website that had me use the cheap brown evnvelope in the first place.
    Visitor: if you go check the forums on verizon
    Visitor: people are straight up trashing the trade in system
    Zach: In my experience it takes about 3-4 weeks. 6 tops
    Visitor: $36 for broken devices given out to people that sent in working phones
    Visitor: other phones never being received
    Visitor: it's all over the verizon forums
    Visitor: did this worry me? yes
    Visitor: and did it have an affect on me returning the phone? absolutely
    Visitor: and the reason is that not ONE verizon rep replied with a solution, 1 guy was credited the $200 and they still claim they never got his phone
    Visitor: the rest of the people are out of luck, and they will not help them
    Visitor: this should be reported to the FCC too
    Zach: Can I offer you a personal suggestion?
    Visitor: i'm going to talk to a lot of people tomorrow
    Zach: Not necessarily the VZW suggestion but from one person to another?
    Visitor: sure
    Zach: Call the 877-247-3846 number (the trade in program support center) and ask to speak to a manager and escalate the issue through them. Have them give you a timeline on when to expect an answer. If that timeline is not met, then escalate again. I've had to do this, I don't tell a lot of customers that because it doesn't look good but I think it's important in this conversation that you know that I have been through the exact same situation.
    Visitor: Alright thank you Zach
    Zach: And I was able to get it resolved after about a month from the time I sent it in but it took me having to follow up. I hate that you may have to do the same thing and I hope you have an easier experience than I did... my situation was almost two years ago so I expect that to be better and I hope it is for you
    Visitor: I do appreciate the help you've given. Unfortunately I'm out a $35 activation, a $35 restocking fee and a $100 ETF from sprint. It's too little too late, I guess I can pay my wifes bill with the gift card since I no longer have a cell phone.
    Zach: You're very welcome, I did add the 1GB of free data and the 50% off your $40 smartphone charge which will be reflected on your bill moving forward as my way of saying sorry for the mess and I know it doesn't fix everything but I hope it at least helps in letting you know that I do care about your experience.
    Visitor: I really screwed myself for work, and talking to my family and everhthing. Lost my phone number that I had for the last 8 years.
    Zach: Well, I wouldn't give up on the trade in just yet. and that 50% off saves you $240 over the next year. So it's every little bit that I could do.
    Zach: Well.... here's this....
    Visitor: It doesn't matter, my cell phone number that I had for almost a decade is out in the wild now. It's quite depressing thinking about everything honestly.
    Zach: We can reactivate that line of service that you just cancelled
    Zach: was that the number you're worried about?
    Zach: the 419 number?
    Visitor: yeah
    Zach: What if we reactivate that and then get you a phone ordered from our system?
    And then it hit me, even Verizon admits the faults with the system trade in system.  I wish I would have been more patient and I wish I never returned the phone, and I almost wanted to say yes to Zach activating me a new phone.  I overreacted in this situation, but I'm just so stubborn sometimes I wouldn't back down.  I felt like threatening Verizon with canceling was going to get me farther with figuring out my trade in credit, and at the end of the day it only cost me more money.
    So now I'm out of:
    $78 Last month bill to Sprint ( Only used 1 week of this month, but they will not prorate since I was under contract )
    $100 Early Termination Fee to Sprint
    $35 Activation Fee from Verizon
    $35 Restocking Fee from Verizon
    Out a Total of $248, have no phone at the moment and my Sprint Iphone 5 that I sent in has still supposedly just vanished into thin air.  I'm mad at myself for trying to stand up as a consumer and say no, because at the end of the day I was happy with my device.  I guess I'm going to go without a phone for awhile and think about my poor choices in this whole situation,  if I could go back in time I would have just waited and kept the phone.  Hopefully this helps someone else out because I spent a lot of hard earned money and time on this whole ordeal.

    They do not know where your phone is yet because it has not had enough time to go through the process yet. I also started to worry when two weeks had passed and my iPhone 5S was still showing not received on the status website. That's when I joined this forum to see if anyone else was having the same problem. What I found out was that some people had been given reduced value for their trade in, but I also found posts from people like myself that were worried that their phone was lost and then came back and posted a week or two later that they had received their gift card.
    I decided to chill and give it some time and about a week later my gift card arrived. If it had been for less than the promised amount I would no doubt still be upset and posting about it like the many posts I still see on here on a regular basis.
    This is no doubt a popular program for Verizon. I would imagine there have been thousands of phones traded in. There are going to be at least some screw ups in the process. There is no point in getting ahead of yourself and assuming your case will be one of the screw ups unless it already is. Verizon has been consistently posting that it could take 4-6 weeks for processing. You will at some point likely hear the status on your traded-in phone. Patience would not hurt in this case.

  • Verizon trade in tips

    I ran into all the run around that everyone else did... was promised $200 for trading in my IPhone 4S for an IPhone 6... and then when I registered online to get the packaging, my phone was only valued at $100 (although it was in mint condition). I phoned and emailed numerous times and got no response. Eventually, after persevering for weeks -- emailing, phoning, tweeting, even sending a letter via real mail - someone called me and I told her my story. She credited my account $100.
    When I mailed in my phone - having read of numerous others who mailed in phones in good condition, only to be told that the phone arrived with a broken screen, or they had failed to wipe data from the phone, or it had failed to charge - I took a photo of my phone, with the packing materials next to it - showing that the screen was intact, the phone fully charged and the data wiped - and mailed the photo with the phone. I received a $100 credit for the phone.
    Perseverance does pay off.... Or contact the Better Business Bureau.... folk have gotten help from them.
    Hang in there!

    I've read so many people are having this same issue. I'm thinking I'm not going to do the trade in. My phone is in brand new condition. A Verizon store employee told me it was definitely in perfect  condition for the full amount trade in program, but I've seen so many people talking about how once their phone arrive for the trade in that they are being told there's cracks or phone wont turn on etc. Thinking it may be better to just sell my 5 on Ebay rather than sending it in and being told I'll only be getting $25 and not $200.

  • Beware! Verizon Trade & Upgrade Event Scam Alert

    Do not be fooled into renewing a 2-year contract by the Verizon Wireless Trade & Upgrade Event like I was.
    I purchased a new iPhone 5s because I would be break even with the $200 Verizon Wireless promised to give me for trading in my iPhone 4s.
    However, Verizon paid almost $100 less, with no reason given on the gift card email, or the status page on their website.
    I Worte an email over 10 business days ago, and I called over 7 business days ago. The email has gone unanswered, and the phone call was futile as I never received the promised return call.
    The iPhone 4s I sent them had been replaced under Apple Care, and it was only a few weeks old. It was in perfect condition. I took photos to document (which I plan to include in my complaint against Verizon Wireless with the Florida Attorney General's office).
    I am very unhappy with Verizon Wireless' unfair tactics in refusing to pay the agreed upon amount for a phone that was 100% perfect and had all the data wiped (including find my iPhone).
    I am offended and insulted by the complete lack of communication and professionalism demonstrated by the complete lack of response by Verizon Wireless when I brought this matter to their attention in writing and over the phone.
    I would strongly recommend an alternative to using Verizon Wireless' Trade & Upgrade Event, and I intend to follow up on this matter through all means at my disposal to ensure that Verizon Wireless does not continue to profit from its fraudulent behavior.

    Sorry to hear about this. You should have sold it on eBay and fetched at least $200...

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