Asurion Trade in Issues

[milo177]

I purchased a S24 Ultra recently and traded in my S23 Ultra as part of the deal. The phone is in excellent condition as its always had a case on and screen protector, the phone has been working fine with no issues as well. However, after lengthy delays after I sent in my phone, Asurion have deemed it as non-working order and have not provided any evidence of any issues. They are only offering $185 refund, instead of expected $765, and this is such a slap in the face. I feel scammed!! There are no phone numbers to contact Asurion and the portal is useless as they take forever to reply. Any suggestions how this issue can be escalated? 

[SengHourt]

I received the full security deposit refund for my S21 Ultra, and I am unsure why similar cases happen to many Samsung users. Did you use any secure packaging to pack the phone when you sent it to them via Australia Post? Did you remove all your Google email accounts and reset the phone before sending it?

[milo177]

Yes I packed it myself securely

Phone was reset and accounts removed

[KEVINatGC]

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https://r1.community.samsung.com/t5/discussion/asurion-samsung-trade-in-scam/td-p/26121654?src=Share...

[SengHourt]

I think you can seek assistance from the Samsung Customer Service team to assist your case.

[milo177]

Yeh have done that too

[Dolgogi]

Did you simply follow the instructions from Asurion?

That is take the device to yout PO for packing material and label, or did you pack it well yourself?

Seems a few members here have been caught out, due to Asurion only requesting basic packing, which appears to be a padded envelope 🤦

[SengHourt]

According to the instructions from Asurion, there are no required packing materials, unlike the instructions from the Samsung team (when returning the new phone back to the warehouse). I believe this is the reason people receive their phones in non-working condition.

[milo177]

Yes I packed it myself securely

[wewake17]

Similar issue with flip4. Sent the device back through auspost as per asurion. They have uploaded some pictures but it can't be opened or downloaded. I spoke to customer care and also escalated it. I sent an email to the corporate escalation officeHr and also to the CEO of Samsung South Asia, guess what, they both are least bothered to even respond. Tells me how much they really care about the customer after one buys the phone.

The guys are Dennis Mercuri (senior resolution officer) and Sangho Jo. They should be ashamed of themselves.

If my phone is non working order, atleast return it dickheads.

On the contrary, before buying the disastrous flip4, I bought a pixel 7. I had to return it due to overheating. I bought this from jb hifi .they didn't take it back for refund (it was within 7 days). I spoke to google. Google didn't help either.

I wrote an email to Sundar Pichai and guess what, 24 hours later I was called by google executive for escalations and I was given full refund no questions asked. Despite phone was purchased through jbhifi. Google took ownerships and solved it.

I regret my decision to stick to Samsung.