Thank you for this kodered. After I sent an email to RicePoint support about a week ago (the email address is on their website), cc-ing the people you mentioned here, things changed radically. Soon after, I got a reply from Janainna Pietrantonio, who helped me with the process and today I have a confirmed appointment for trade-in, for June 26th. Yes, I know, not over yet, but I am getting there.david.weir@ricepoint.com - SVP business development
mark.jacobs@computershare.com - SVP communications
stuart.swartz@computershare.com - President Computershare Canada
I'm reaching out to these guys today and will link to the Google reviews (1 star) to prove that it's not just me having issue with these guys.
Will give it a few days and will then switch to buyback no-trade. Had enough calling these guys daily and being rejected repeatedly due to their errors. My TDI needs a number of important repairs (brakes, replace front suspension, wheel bearings, 90k service 10k overdue), and I'm not willing to pay for them.
I agree with those who said that talking to CSRs is - usually - useless. In my case, the email helped.
Thank you Janainna, I really appreciate your help! The customer service that you provided is outstanding, much appreciated. So different from my initial experience with RicePoint, when I had been staring at green checkmarks for 18 days with no progress.
I will report back on how the actual trade-in goes on the 26th of June.
The numbers are very close to what I was presented in earlier steps. My 2012 Jetta TDI is (very) low kms, no loan, no lien, etc...