Potential Scam Alert: Samsung Asurion Trade-In

[Members_qYUmhUl]

I never thought it would happen to me, but I fell victim to what I believe is the Samsung Asurion Scam.

I placed two pre-orders for the Samsung Galaxy Watch Ultra, opting for the trade-in option with my Galaxy Watch 6 LTE 44mm. For each order, I made full payments from my HSBC credit card: $125 each as the trade-in value to Asurion, and the remaining amount for the watch to Samsung.

I ended up canceling both orders and received emails from Samsung stating that my refunds would be processed within 3 business days. I wasn't too worried about Samsung, given their reputable brand.

However, I received two identical emails from Asurion claiming that the refund to my original credit card had failed because the card issuer declined the payment. They asked me to either log into their website to update my payment info or contact my bank.

I called HSBC to find out what was going on. The HSBC representative confirmed that there had been no attempts to credit the refund back to my card and that there were no issues on their end preventing Asurion from issuing the refund. They suggested it might be a scam or fraudulent activity and recommended that I cancel my card and dispute the charges. Since my wife also uses the card, I decided to give it one last try to resolve the issue.

I went to the Asurion trade-up website to update my bank information, but it failed with an error message saying something went wrong and to try again later. After multiple attempts on different days, I had no success. I then raised a help case through the trade-up portal to Asurion, but received no response.

I turned to the Samsung chatbot for help and tried three times. Each time, after explaining my situation, the agent informed me that a dedicated department handles this issue and would transfer me. However, each time the chat abruptly closed, leaving me with no resolution.

The total trade-in refund amount is only $250 (2 x $125), but I've spent a lot of time trying to resolve this issue. I don't understand why Samsung partners with Asurion for their trade-in program, but this certainly feels like a scam.

I am now prepared to consider these losses and report to HSBC that Asurion should be classified as a scam, recommending they reject any similar transactions in the future in HSBC banking in general. 

[vignes2022]

Samsung always turns a blind eye when it comes to Asurion. Samsung is good but we have to start giving negative feedback on Samsung until they fix Asurion or get another trade-in partner.

[Members_qYUmhUl]

I completely agree. It seems that Samsung isn't keen on customers trading in their old devices when purchasing new products. As a result, complaints like this are likely to persist without any real action being taken, and Samsung will continue to partner with Asurion. Otherwise, what we are seeing here doesn't make any sense.  The such brand damage is not something funny as whatever Ausrion is doing, it actually goes to Samsung because the actual transaction was completed through Samsung ordering process.

[s_amsungerika]

Hi @Members_qYUmhUl,

Thanks for reaching out and I would like to apologise for this negative experience you've had. So that I can relay this issue to the relevant team, could you please provide me with the details of the below and send that to me via direct message please?

- Customer Name
- Email
- Trade ID
- SO/Order Number
- Purchase location

Kind regards,
SamsungErika

[Members_qYUmhUl]

dropped you a direct msg with all info.

[weetdix]

Just want to add that I'm having the same issue with the Asurion portal. 
I was charged 3 times for a trade in due to site crashing after trying to purchase a new device. 

1st charge has the something gone wrong error, I am unable to refund it. "Security Refund Issue"

2nd charge was refunded but only after entering Bank details, they did not return payment to card. "Trade ID Cancelled" after previously saying "Security Refund Issue"

3rd charge processed successfully pending delivery/return of my old phone "Trade ID Used"

I will give it a few more days and hope for a response before initiating a chargeback.
I have also emailed them 2 days ago when the error occurred to no response.

But having been charged 3x $550 is really ***. 

I would also add that the ticket I raised for charges 1 and 2 intially were closed with the following statement

Asurion Support Team

16 Jul 2024 18:21 PM

Thank you for your response! We are currently performing a system update about this concern. Please try again, and update your payment information after 24 hours.

[Icelite]

Omg start a dispute with your cards provider the bank's will go after them and if they get the same merchant a lot they will have more pressure to blacklist them or at least force them to be legally compliant. And don't wait just do it ASAP or the bank won't be able to get your money back from them.

[Icelite]

It's easier to put a new card on your phone than to get your money back

[LKF1968]

I recently purchased the Galaxy S24 as part of the trade-in offer. The trade in offer has been denied on the basis that my phone is damaged/bleeding etc. I took several photos prior to sending it to Asurion which show my phone in near perfect condition.  For this I have been charged $120.

Because I was being denied (wrongfully I believe) the trade-in offer I asked to return the Galaxy S24, which was unopened and still in its original packaging. The return has been declined by Samsung via email that just stated "null" and that there would be further information on my Samsung account (there wasn't). 

I can see from online forums that this has happened to numerous other people and some are now considering class action due to what they consider a scam. This is hugely disappointing from Samsung who should be operating as a reputable company and not participating in something as underhand as this. I've had Samsung phones for years but I'm afraid they have completely lost my support through this. 

[Asurionisascam]

Asurion is the biggest scam. Sent 2 perfect working devices with damage etc. Clearly listed. Videos and photos of both prior to posting in protective packaging. Months later they respond, phones are apparently damaged, not working and gave me $1.00 and charged me in full