Asurion/Samsung Trade in Scam

[Rajj86]

Hi there I'm currently in a battle with asurion regarding a trade in issue. I can see multiple people have had the same problem. I need help to get this resolved.

Traded in a galaxy fold 4 (1 year old) and a note 20 ultra 5g, to purchase a fold 5. 

Was hoping someone would be able to help? Or point me in the right direction.

Im currently contemplating contacting department of fair trading as I am being absolutely scammed and taken advantage of.

Devices sent in great working condition to Samsung. Was using both devices up until the morning they were sent for evaluation, I have evidence of the phones working and also supported by my activity tracked on google services.

Devices were delivered to Samsung in 4 days, which I have proof of via the post office giving me all the tracking information. However no confirmation from asurion that devices had been received till over 10 - 12 days after they were received.

I had to search my trade in ID only to be met with both devices having a "NGWO" rating, I did some quick googling to see this meant Not Good Working Order which is absolutely ridiculous. 

So I sent an email to Samsung/asurion and get told I am being charged a $550 fee for not giving my device (fold 4) in the stated condition.

No explanation given as to what was wrong with my device. Also not a mention of my note 20 ultra either. 

Email states to click the "contact us" button to get a response. There is NO contact us button in the email.

Absolutely 100% sure I'm being scammed. Contemplating just returning my fold 5 and getting them to send both devices back to me and I'll just continue using them. 

After of course getting a complete investigation done on asurion for running a scam operation. Will Samsung help me or just wash their hands of this and point the finger at asurion?

I have over 15 Samsung devices in my house (tvs, tablets, hard drives, ear buds etc) am absolutely disgusted at the treatment I'm receiving after being such a loyal customer for so long.

Please help.

[04ng]

Did you get the tracking information from Australia post while sending your device as mine I can't track it only shows that it's been received by LPO since then no tracking info it's been 4 working days since I posted the device.

[Rajj86]

I took the barcode label from Samsung/asurion back to the post office after asurion sent me a email saying they hadn't recieved my device.

The post office told me that both items had been delivered to them in 2 business days (4 days if I count the weekend)

So that shows that Asurion emails to me saying my devices werent received was an obvious lie as well. They had been sitting with them for 5 days already.

[Rajj86]

Update for anyone following or reading in a similar situation:

Emailed Samsung Australia directly
Lodged formal complaint with Department of Fair Trading
Submitted enquiry on Asurion website

Let's see who gets back to me first, ice asked Asurion to provide proof/evidence of what was wrong with my devices.

I have been charged $1085 for two devices and have been told I'm getting $295 for a 1 year of galaxy fold 4 in near mint condition and a used but also good condition note 20 Ultra.

No explanation as to what was allegedly wrong with my items.

[Bigfins64]

Do you have any update or reference number for your complaint to the department of fair trading. 

[Rajj86]

Dude read my latest update down the bottom.

[rohitkgupta]

Asurion is quite bad. Best way forward is to call fair trade.

[AmeetM]

Hi Rajj86 ,
Kindly contact community moderator
SamsungSilky , SamsungErika,
Or Muneeb
They will be able to help you for sure
Regards
AmeetM

[Dolgogi]

Rajj86, did you pack the devices at home, prior to visiting the post office?

Another member previously had just sent their trade device using the bag that Aus Post gave them, and the device ended up damaged.

Also, when you return a device, you should get a reciept (Proof of Lodgement) from the post office which contains the tracking number.

You can also try contacting Asurion via:
Samsung-tradeup_inquiries@asurion.com

[Troubadour]

Although it probably can't be used as direct evidence, on the Community page, top right, search for Asurion, for other negative evidence of Asurion practices