Asurion trade-in misgrading fee for an excellent condition device

[Hainsworth]

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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.
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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.
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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.

Regards,

[blunderbuss89]

Yeah this will come to Asurion's discretion at the end of the day unfortunately, not Community nor Online Support.

I suggest you request for this to be escalated with the Ecommerce team's case managers and ensure that you've sent them as well those photos.

[Hainsworth]

Hey there,

Thanks for your advice.

Do you know of an email address to contact the ecommerce teams case managers? Asurion and Samsung are very poor at post sale support and dispute resolution, that's why we need to resort to public channels like this one, as you can see many other customers are in the same boat which highlights how concerning the practices of Samsung and Asurion are.

[blunderbuss89]

Hi there

Unfortunately there's not a direct email address but the only one I know is onlinesupport@samsung.com explain the situation, make sure they understand the situation and make sure it gets escalated to the case managers. Also just throw in companies like DFT and ACCC in if you feel like you're going around in circles.

[Hainsworth]

Thank you,

I'll give that mail box another try with a more specific request based on the situation.

Appreciate the advice.

[SamsungClaudette]

Hey @Members_vfeTF1K 

I am so sorry that your having this issue. I have seen your email that you have sent and have replied. Hopefully we can solve this issue soon for you. 

Kind Regards,
SamsungClaudette

[Hainsworth]

Hi SamsungClaudette,

Asurion have responded to me and said they have charged me $360 mis-grading fee for my device and stated that my device is "not in good working order" because the tiny 3mm rubber stopper on the corner of my Galaxy Fip4 was missing.
This is very disappointing and completely unacceptable to me as a customer of Samsung! A missing tiny rubber stopper does not cause a phone to be "not in good working order" as per their review. I must emphasize that this rubber stopper has no direct impact on the functionality or performance of the device. It is a cosmetic component that does not affect its operational capabilities in any way. If anything this rubber component can be considered perishable as obviously it will inevitably fall off seeing as how fragile it is! Samsung does not promote the rubber stopper in any of its marketing material.

When we navigate Samsung's website to submit a trade-in the questions it asks you to answer 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

All of the above conditions I have met, the actions of Samsung and Asurion are deceitful here, and nowhere does Samsung or Asurion imply something so cosmetic could cause an over 80% penalty to my trade-in valuation. This is absurd.

Please @SamsungClaudette escalate this matter as it is completely unacceptable to me as a Samsung Customer and this feels very much like a breach of my Consumer Rights in Australia and I am very much looking to escalate this matter to the relevant Consumer Authorities within Australia to resolve this matter if Samsung are not able to resolve this matter themselves.

Regards

[TarekZ]

I just received a call from Samsung rep, giving me different colours and version options , though another 5 to 10 bussiness days yet again , let's see if Samsung pulls through on it promises this time , what a blunder mates, in regards to the valued trade up of $415 for my old device Zfold 2 , still nothing but threatening late fees sent from a no reply email by the Samsung third party trade up company , no refund no correspondence as yet !!!! Ridiculous if u ask me mates ...

[Hainsworth]

Hey there,

Thanks for sharing your experience.

I have filed a dispute with my credit card company as I do not believe Asurion's assessment is in line with the conditions I agreed to prior to accepting the trade in offer. Myself and a couple of others in a similar position will also be filing complaints with the Australian Competition and Consumer Commission (ACCC) to investigate the actions of Samsung and their partner Asurion. Their lack of consumer support channels and a lack of dispute resolution process further highlights their deceitful conduct.

I would recommend you do the same if you feel you have been unfairly treated as you have a range of consumer rights in Australia.

[ab12341]

Hi,  have you had any luck with this option?  I am very disappointed with my trade in experience currently.  I have just been charged a $390 misgrading fee - I sent the phone in good condition as well and not to mention the phone I traded in was inherently faulty and Samsung have done nothing to even try and acknowledge this.  I feel like I was already giving them a way out by trading the device in and on top of that now they have taken that device virtually for free.