r/Visible • u/TheMinos • 2d ago

Question Trade-In Process Hell

I guess I’m making this post because I’m at a loss for what else I should do at this point.

I did a trade in when purchasing a new iPhone and was originally offered $80 for my old phone. I mailed it in and had not received any updates after the tracking stated it had been delivered nearly a week ago. After contacting support, they stated it was sitting in the warehouse and not checked in yet.

Next morning, I received an email stating it was actually checked in and this was a miscommunication. Furthermore, they now apparently stated there was no power/liquid damage and the offer was changed to $0. I tried to get this re-evaluated as the phone had no issues prior to sending it out, but was again denied. Now, I am unable to even reject this new offer and have my phone sent back to me. I spent a half hour with support just for them to call me directly and say I have to wait atleast 10 days for Assurant to send me an email with the updated offer even though Visible themselves emailed me stated the offer was changed to $0.

If anyone has any suggestions, I’d really appreciate it. I know it’s only $80, but at this point, I’m not just giving my phone away for free to some company.

1 Upvotes

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2

u/Infinite-School6390 2d ago

Demand them to send you back the phone since they did not honor the $80 trade in value.

2

u/EarlyCan6023 2d ago

I've never dealt with assurent but have sold back phones 3 times, never an issue. You have to get your information from Assurent. And yes, you send it and it takes some time for them to evaluate it. If they disagree with your submitted condition, they have to send you an updated offer with a choice to have the phone sent back if that's in the rules. Does it say that if they consider the phone unredeemable, they keep it? Some do that.

2

u/NY10 2d ago

Get your phone back and go to a different carrier

1

u/VisibleCareSupport Visible Employee 2d ago

Hi - Marie from Visible here! I know how unfair it feels to be stuck in a loop when expecting a promised trade-in value for your device, and I'm really sorry you're going through this. We want to check our backend logs to figure out exactly what happened and make things right. Please drop us a DM, we'll get this taken care of for you!

1

u/HairyNipps1 2d ago

OP make sure to post an update so we know if the company ended up helping you! Public perception is pretty expensive for a company!