Not received Trade-in credit 3 months after sending phone - where to next? Legal options

[calvinsingh]

Has anyone in Australia had problems receiving their trade-in credit from Asurion despite them having received the trade-in device?

I have not received my money after 3 months and multiple emails to Asurion and calls to Samsung

$400 dollars is not a small amount and now I feel they are ignoring my communications

Advice how I can escalate this and legal options, ombudsman maybe?

[mellie6]

I just had the same experience too with samsung. They tried to palm it off as Asurion problem so I said you have the contract with Asurion, you sort it out not me. Disgusting customer service. I have emailed asurion directly and thru their portal so let's see what happens next.

[calvinsingh]

https://r1.community.samsung.com/t5/discussion/samsung-asurion-class-action-lawsuit-who-s-in/td-p/25...

[tannyr35]

Well, well, well. After pestering Samsung Chat on several occasions in the past week, Asurion paid my trade up today.

[mellie6]

That's awesome. I have just emailed them directly and on their portal after they denied my refund saying my phone was not in good working order when it was in perfect condition when I returned it. Let's hope I get a positive result too.

[tannyr35]

Fingers crossed for you

[bs9]

Same here it's been 5 months haven't got my money back yet

[kelshay]

I opted to trade my Samsung S20 Ultra in. 2 days after I lost my Stylish Pen (I had already lost 3 because they always fell out). I contacted Samsung to see what my options were regarding the trade in. Firstly they said as a good will, they would post me a FOC replacement. 7 days went by and I called to follow up and was told I was given incorrect info and that they didn't make them anymore so directed me to Asurion for trade in advice. There is no phone number just a form via the portal. I couldn't get ANY info as to what options I had so ended up messaging to cancel the trade in. I was later slogged with a late return fee.

My question is how do I take the matter further? There is no way to communicate or cancel my trade in apart from that stupid form submission.

[Members_GJZhZYT]

Sorry but seriously you're kidding yourself if you think you will be getting a $400 credit for your phone. I was a first time Samsung Trade-UP user and last time I'll ever use again. Sent through my perfect conditioned Samsung S20 for a $165 credit, only to be advised by Asurion, 'the physical condition does not match the information provided' (standard line, based on other reviews). As a result of our assessment, we are adjusting the credit you received for your original device. We are adjusting the credit by charging you a Mis-Grading Device Fee of $165. The Mis-Grading Device Fee will be deducted from the Security Charge, so you will receive a credit of $1 for your original device. 

When I sought an explanation, I received 4 out of focus photos of "damage" with a large crack down side of phone, which never existed when I posted phone. It's obvious the "assessor" deliberately damaged my phone to ensure they had a "valid reason" for not providing me with a full refund - and the $1 credit, what a joke! The Trade-Up site then has the audacity to indicate "Refund Provided".

What a disgusting company and for Samsung to be in bed with this corrupt organsation is a massive disappointment, given the quality products they produce and of which I have multiple different products.

Will never again use Samsung Trade-Up (ie. Asurion) and advise anyone else to avoid at all costs. It's obvious their  S.O.P is to abuse/damage all trade in products in order to fraudulently receive/maximise their revenue through non-payment of promised credits. Disgusting!!