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,

[TarekZ]

Where does this end , Samsung ???

[1235711]

I feel you. I too had received a NGWO outcome on Sunday.

My phone (flip 3) was fine when I posted it at Auspost (I had a video taken with its timestamp an hour before that). Yet in Asurion's assessment, my said phone had massive cracks on the front screen + huge bleeding.

I have submitted my inquiry to Asurion refuting the outcome so waiting for their response on this.

Giving Asurion the benefit of doubt here, but in the event that the phone was damaged during shipping, who is liable for those? T&Cs are silent on shipping terms but also the prepaid satchel provides little to no support for our phones.

[Dolgogi]

Have never recieved a satchel or packaging from Asurion. 🤔
I've always printed out the label and packed it myself at home, before going to the post office.

Have they sent you images of the device showing the damage they claim it has?

[1235711]

Might be different for where you're at but I'm in Australia, so shipping costs have been paid for. You'll just need to bring the phone to the post office, they'll scan the label and pack it for you in the prepaid satchel. Which was this thinly padded satchel I had for mine. So when the auspost lady was packing it for me, she was like oh this is not gonna protect the phone at all, but she's just gonna do that cause those were per instructions on the label.

Yea they sent images of the device showing the damage. Which is why it could have been damaged during shipping.

There was also an inconsistency in two photos of my cover screen. One photo had scratches on my cover screen, but another had none.

This morning they refunded $30 stating "We are adjusting the credit by charging you a Mis-Grading Device Fee of $250. This amount is the difference between the trade-in credit you received (which is the Security Charge), and the market value of the original device based on its condition."

This whole experience is just so disappointing.

[Hainsworth]

Hey,

Thanks for sharing your experience. Did you have any luck reversing their decision, particularly if you didn't send them a broken device and they didn't specify to you exactly how to package the item before shipping it, and their inconsistent photos of the device?

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.

[Dolgogi]

@1235711
I'm in AUS, I've just never trusted Aus Post to package it for me, and always do it myself.

I just read your post as though they had sent you the satchel 😅

Oh my, that's completely unacceptable, may also explain why others have had similar issues 😲

Did you place it in the original box at least?

My Flip5 was shipped to me in it's standard box and a padded bag 🤦🏻‍♂️

[1235711]

Well, it was fine the first time I did that (when I traded my iPhone for the flip3).

Didnt place it in the box cause the prepaid satchel they provided wasn't big enough for it. But oh wells, it's a $250 lesson learnt. Will think twice when I get my next phone. Probs not Samsung.

[ainoviere]

Sadly to the OP and many others here, this seems to be the modus operandi when it comes to Aurison trade ins. I had almost exactly the same experience.

[Hainsworth]

Hey,

Thanks for sharing your experience. Did you have any luck reversing their decision?

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.

[ainoviere]

No luck reversing their decision, although to be fair, they wore me down with their lack of response and I have paused chasing them for the moment.  If you scour through this forum, the Whirlpool forum, Ozbargain forum and productreview.com.au you’ll see that people are rarely successful. I only read one successful case, and that was because Aurison downgraded the condition due to a cable being missing on a Galaxy Watch, but later found it hidden in the packaging.

My biggest grievance about the whole thing is that I feel that we, as non-experts, are being asked to grade the condition on the phone and then it’s left up to Aurison to make their own decision (at their discretion) and then levy a penalty on us if they come to a different view.  It’s a penalty, not a genuine pre-estimate of the loss they would have suffered even if the phone had been misgraded.  Penalty clauses in contracts are illegal in Australia and have been struck down by the Australian courts (I would know as I’m a lawyer).  If the system were truly fair, we would be given more details / specifics on what constitutes “good” or “not good” working order AND given an opportunity to review a decision before it is finalised (with a means of talking to customer service, not just sending multiple emails) OR they give us a range of values that we could receive for the phone depending on the condition when it is received but WITHOUT the misgrading device fee. The current set up is flawed and broken, demonstrated by the number of complaints on the forums. 

I effectively received $1 for my Samsung 9+, which was (in my view) in good working order. Had I known I would only be receiving $1 for it, I would not have proceeded with the trade in at all. Even if graded as less than perfect, I would have received a lot more than $1 for it on the open market, or I could have gifted it to my Aunty who is a pensioner and would have happily taken my phone.  It's like I gave my phone to Aurison for nothing!  I'm sure they will re-sell or re-use parts from my phone for a lot of profit, given that it only cost them $1 for it!  

Good luck with your dispute and complaints. I'm very confident the ACCC or a class action with catch up with Samsung/Aurison soon enough, and this will result in an improved system (and potentially compensation for those aggrieved).