----------------- Update 1 October 2023: You can see my latest reply in the thread below (linked here) where I close off this issue. I have received my refund which popped up on my credit card statement, but no confirmation from Asurion that the matter is closed or even that they processed a refund. -----------------
----------------- Update 11 September 2023: You can see my latest reply in the thread below (linked here) where I explain Asurion's response to me. They are holding their ground and refusing to refund me the $440 trade-in valuation for my device. -----------------
Hi Samsung Community
I am deeply dissatisfied with the recent experience I had with Asurion's Samsung Trade-Up process, specifically concerning the assessment of the physical condition of my mobile phone.
On 30 July 2023, I participated in the Samsung Trade-Up program through Asurion, during which I provided detailed information about the condition of my mobile phone. I am confident that the information I provided accurately reflected the condition of the device. I have over a dozen photos of the device prior to mailing it to Asurion proving that the condition of the device matches my description.
To my dismay, I received communication from Asurion indicating that the physical condition of my mobile phone did not align with the information I provided during the trade-up process. This revelation has left me perplexed and disappointed as I have provided accurate and honest information. Asurion have charged me a $360 fee for this which is insane as the phone is in excellent condition, I even sent it in the original Samsung packaging!!
I kindly request a thorough review of the documentation I submitted during the trade-up process. I believe that this review will confirm the accuracy of my initial assessment. I am willing to cooperate in any way necessary to resolve this matter promptly and fairly.
Furthermore, I expect a transparent explanation of the discrepancies found, as well as a resolution that respects the terms of the trade-up program. It is of utmost importance to me that this issue is resolved promptly, as it has caused unnecessary stress and frustration.
I have logged an inquiry/complaint with Asurion 'contact us' form and I have also emailed Asurion at Samsung-tradeup_inquiries@asurion.com and emailed onlinesupport@samsung.com and members.au@samsung.com but not one is responding to any of my emails.
I would really appreciate Samsung's help on this matter, as Asurion's conduct in this matter is a poor reflection on Samsung Customer Service.
That is really frustrating to hear your experience too, they really do wear you down! So you did not try to reverse the charge with your credit card company? That should have been your next step as they are forced to investigate the issue on your behalf.
The penalty is absolutely unfair, you likely did grade the phone as they asked, when we navigate to Samsung's website to submit a trade-in the questions it displays to you when reviewing the trade-in amount is that your phone meets the following conditions, as shown in this screenshot:
- It turns on and functions normally - All of the buttons are in good working order - The camera(s) are in good working order - The body is free of dents and scratches - The touchscreen and back glass are undamaged
I assume all of the above conditions you met, therefore, the actions of Samsung and Asurion are deceitful here and they have absolutely tried to strip away your consumer rights to have your situation reviewed fairly.
I just received an email from Asurion who say they have reviewed my case and have agreed to accept my device as in good working order (as I had graded it) as a once off. So at least for me, my issue was resolved satisfactorily.
As noted above, I would have accepted a downgraded assessment if I honestly felt that it reflected the state of my phone, but in this case I did not believe it was, and my biggest disappointment is that Asurion attempted to apply a downgraded assessment without providing clear details or proof of the fault they claimed existed.
Regardless of whether or not the trade up practices are revised, my advice to everyone here contemplating a trade up is as follows:
(a) take photos and videos of your device before sending, in case you need it;
(b) if the assessment comes back differently, insist on an explanation and proof; and
(c) if you don't get any traction, escalate through these forums or elsewhere. There are people like @SamsungClaudette who read these forums and I suspect they do escalate these complaints (thank you).
That's great to hear, thanks for sharing your advice for others too.
I am hoping to receive the same outcome, as much like you, the reason this issue has got me so annoyed is because I know my phone was in excellent condition. I remember packing it up for the trade in and thinking to myself "I can't believe I am trading in this amazing condition phone for $440 instead of selling it on the marketplace for over $600" so having Asurion tell me it's actually worth $80 after they have taken it away from me really fired me up!
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 - Asurion trade-in misgrading fee <----Please post this in the Email Subject as well as your community handle.
Overall, terrible experience trying to get any meaningful response from anyone. The main comms I received were from 'Samsung-tradeup_inquiries@asurion.com' and they basically just gave me short form answers repeating their position that the device is in 'Non- good working order' and valued at $80.
I stuck my ground and continued to email them stating the facts of my experience that I believe their grading is not fair and not in line with the reasonable terms I accepted when trading in my device.
Their last email 10 days ago to my long follow-up complaint was one sentence, "We will review your case again and get back to you. Thank you". Today I noticed they had refunded me the remaining $360 security charge, but no communication closing out the dispute or confirming a refund.
I would encourage anyone else in my position to also raise a complaint with your credit card company to reverse the security charge if you believe you are being unreasonably treated under Australian Consumer Law and not getting anywhere with Asurion, this is the ACCC's advice also!!
Always stand your ground, use clear facts based on your experience as a customer and ask for your dispute to be escalated to a case manager or senior personnel at Asurion. It's a long and painful process but don't let them treat you as if you have no rights.
This is what my team has sent me in regards to your phone grading.
she then proceeded to give me exactly the same comment about missing rubber stopper. They have absolutely no idea how to provide customer support, thank God I disputed the payment with my credit card company and got my money refunded with no closure from Samsung.
