I traded in my Apple watch to get the new Samsung Zflip 5 in August and according to Auspost tracking number, the device was received on 17/08. 3 weeks later, I still didn't hear anything back so I sent them email questioning if they got my device. They got back to me on 14/09, which was a month after the deviced was received, saying my device is ineligible because the Find My feature is still active and they will return the device back to me. It is totally my fault as I assumed I already did it. Then I received another email telling me to disable the feature on that same day which really confused me as I can't tell if they return or keep my watch. I sent them another email asking what would happen with my device. If they keep it, I'm happy to help them disable the feature but if they return it, there's no point of doing so. Another month has passed, and I never get any response from Asurion. I don't know where my watch is or what is going on with it. No tracking number or further detail is provided. Clearly this system doesn't operate in a timely manner and the info they provide is so vague and confused. I'm writing this post just to complain about how poor and slow the service is. I don't know if replying customers' email could be that hard to them. I don't think I will consider or recommend this trade-in platform, ever again.
I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.
Subject Title: SamsungClaudette - Another month has passed, and I never get any response from Asurion <----Please post this in the Email Subject as well as your community handle.
