So I called the next day and spoke to an Agent #2 on the phone. This didn’t sound right to me as the receipt in the trade-in box only had one phone listed. I hopped on the virtual chat and was told by Agent #1 to put both phones in the one box and send it in. Fantastic! However this was the start of my problems.įirst, I only received ONE trade-in box in the mail. The promotion said that if I sent in my two old phones, Galaxy S7’s, I would get $679.99 off for each new Galaxy S21’s I upgraded to (i.e., $1359.98 total) or essentially $28.33 in trailing credit for 24 months for each phone. As I was selecting new phones, I was told via a dropdown box selection that I was eligible for a promotion via Verizon’s trade-in program for two of my phones. Because of the pandemic, I did this online. Two months ago, I (the account owner) upgraded 3 phones on my line. Verizon doesn't care because they have nothing to lose they canceled the deal.Sorry for the length and convoluted nature of this post (this is also the first time I’ve ever had to post anything like this). And yet, I cannot claim a refund for my original phone since it was sent as a Verizon shipment on the label VERIZON provided.Īny claim reimbursement by UPS will be paid to Verizon, not to me. Because the trade-in phone was lost in Verizon's transit, I have been dropped from that program and have lost the benefit of the trade-in value of the original phone. Trusting in the Verizon trade-in program, I paid for an expensive new device that I would not have bought without the deal offered. I asked for the phone number and email of the warehouse and was told neither was available, and the only means of communicating with the warehouse was via tickets. This, although a first ticket, has been opened at the end of January – almost two months from today. This supervisor assured me that they had sent several tickets to the warehouse and that I had to wait at least 12 days. The only way for Verizon agents to communicate with the warehouse was to open a ticket and send it to them. Further, the supervisor told me that only the Verizon warehouse could deal with UPS and package loss. He said that because Verizon did not have my trade-in device, it could neither refund the value of that iPhone nor put me back in their trade-in program. To my surprise, the supervisor told me that the trade-in program would not help me. The last time I called yesterday in mid-March, the Verizon agent transferred me to his superior due to my frustration. Each time I had to start my story from the beginning because each new person that took over the file had to begin from the beginning, and each time they promised me that Verizon would call me back, something they never did, although it appears that they put notes on my file each time. I followed up with Verizon three times in three weeks. I was then informed that Verizon was expecting a form from UPS in less than 24 hours and that they would call me back.Ī week went by, and Verizon never called me back. They put me on hold while they called UPS. I called Verizon's trade-in program and told them what the UPS agent had told me. For them to go on with this claim, they needed Verizon to call them and provide them the value of the phone and other details. The agent said that UPS was willing to reimburse the lost package but could not reimburse me directly as Verizon was the sender. When I called UPS back, I was transferred to the UPS claim department, where an agent gave me my claim number. UPS opened an investigation and asked to call back in 10 days, I was instructed to open a direct investigation with UPS, which I promptly did. I called Verizon with the proof of my shipment and the tracking number. Since Verizon never received my iPhone within the allowed period, it canceled my promotion. When I attempted to track the shipment, I was advised by UPS that the package was lost. I used the return box and shipping label, providing the package to UPS. Verizon provided me with a box and a label shipment to return my old iPhone.
Verizon in home agent not supported pro#
I traded in my iPhone through Verizon's trade-in program in January of this year and received my new iPhone 12 pro max.