I am writing in response to the complaint forwarded on behalf of Mr. Joseph Rzepka. In the complaint, Mr. Rzepka wanted to express dissatisfaction regarding the Apple iPhone 6 Trade-in Promotion. Verizon Wireless appreciates the opportunity to address Mr. Rzepka’s concerns.
Our records indicate from September 12, 2014 through October 15, 2014, Verizon Wireless offered an Apple iPhone 6 Trade-in Promotion. Customers who choose to participate in the Apple Trade-in were able to trade-in any Apple iPhone 4, 4s, 5 and apply the $200.00 trade-in credit towards the price of any Apple iPhone 6 or 6 plus. The device would have to meet the trade-in requirements, which are listed on the trade-in website www.trade-in.vzw.com. If the device is not available at a retail location, the customer must visit the website to facilitate the trade-in on or before October 15, 2014. After receiving the new device, the customer must send in the trade-in device by December 1, 2014.
Upon receipt of the complaint, I contacted Mr. Rzepka on October 15, 2014, to address his concerns and above findings. I offered to order the Apple iPhone 6 and instruct him on how to complete the trade-in process, which he declined.
Should the Better Business Bureau or Rzepka have any questions regarding this response; please contact me at (888) 844-0375 Ext: 4020586, between the hours of 7:00 A.M. to 3:45 P.M. (PST), Monday - Friday. For other account related issues, please contact Customer Service at (800) 922-0204.
Respectfully,
William C.
William C.
Executive Relations
MY Response:
I am rejecting this response because: I did in fact speak with the Representative from the Verizon HQ and nothing was resolved. I explained that it is not an ethical business practice to run a promotion on a 16GB IPhone6 and yet not have any on inventory. Second, I was offered the option to purchase/order the phone online or over the phone and once I received it I would send in my phone for a $199 credit to be issued on a Visa/Mastercard. This turns out to be FALSE. Yet Verizon will not stand behind what their employees offer their customers. Third, after finding out that all of the Verizon Stores have/had NO Iphone 6 (16GB) since the promotion began, I did in fact contact their Corporate Office and speak to a woman there who again told me that if I wanted, I could go into any of the Verizon stores and swap my phone on the spot and the $199 credit would be applied immediately. Sounds all well and dandy except I called every store and found out that none of them had any since the promotion began. To make matters worse, when I called back to the Corporate Office to explain how i am supposed to swap my phone if no stores have them, I end up in a discussion with a gentleman there by the name of William. We had an enlighting conversation about the "BAIT AND SWITCH" program that he continued to want to refer to it as a "Marketing Campaign." He also stated several times that the promtions whole idea was to get people in the door and that all big companies do this. Ok...you get me in the door...but you have NONE IN STOCK ANYWHERE...What they do have in stock at all locations is the 64GB IPhone 6 for $399. They even have it in multiple colors. The sad part of it all also is that William from Corporate admitted that he was aware that none of the stores had any of the 16GB Iphones in stock...Not to mention the woman I spoke to from Corporate also knew that the stores has none in stock and yet insisted that it would not be a problem for me to go into a Verizon store and swap for the new IPhone 6..of course she followed up with "as long as they have one in stock" all the while knowing they have none...Dishonesty at its best. And as for the $199 Visa gift card..that changed to a "UP TO $199" Verizon Gift card in which I have been informed of multiple customers sending off their Iphones expecting a gift card in the amount of $199.00 and getting one in the mail for $36 with a note claiming damage to the phone. And yet again, after those customers argue the point that there was NO damage to their phones..a few days later they receive the balance. I find it hard to believe that if there was substantial damage to a phone..they would stick to the original $36 dollar amount. This promotion has got "SCAM" and "BAIT & SWITCH" written all over it or as William likes to call it "MARKETING CAMPAIGN" designed to get people in the door (His words verbatim)
Regards,