Other Customer Service Support

[buddha530]

I recently upgraded a cell phone on my Verizon plan from Bestbuy.com. I got everything activated smoothly and transferred without issues. I understand that I need to return the old device.

At the time of purchase, I was informed that there were instructions and a prepaid label to be emailed to me. I never received it. I checked my spam folder, and there was nothing there. Other emails from bestbuy come through.

I went to my purchase history page and it tells me "Your carrier requires that you return your old device to avoid charges. Please check your e-mail for a pre-paid postage label and shipping instructions." It gives me an option to click "resend email:. When i click that, I get an error message "We’re sorry; we were unable to resend the e-mail."

Is there someone who would be able to help me get the information I need to send the old device back to Verizon?

Thanks

[CodyPike]

I am having the same issue. My new 11 Pro Max showed up yesterday and I want to send my XS Max back tomorrow so Verizon can't charge me anything, but like you, I have no return label in my email. I chatted with BB online yesterday and they gave me a number to call, i called that number today, they gave me another number to call, 800-922-0204, and a website: www.verizonwireless.com/od/tradein, haven't called the number yet, but the website doesn't even work.

Can anyone help us, please.

[CodyPike]

Hey were you ever able to figure out how to get the phone back? I've tried calling Best Buy and Verizon and they've been zero help. I'm at a loss as to what to do. 

[Meg-BBY Social Media Specialist]

Hey,

Thanks for sharing these experiences here, I'm sorry to hear that you're all having a hard time getting your prepaid labels to return your old phones! It seems like something is going on that we'll need to take a closer look at. In the mean time, I would call (888) BEST BUY (888) 237-8289 and ask for our mobile team. They should be able to get those labels and further instructions to you. 

Best,

[AnthonyEconomos]

Just for the archival process I also have this issue and on two separate purchases.  On the 5th and 9th this problem is still persisting and  I have not received any labels for the devices to be returned.