Report Samsung Trade up issue to ACCC

[KEVINatGC]

My recent experience with Samsung Trade in was a nightmare. I noticed there are so many posts about bad experiences of others on this Samsung community site or other community wbesite like Reddit. Can we raise a flag to ACCC upon the matter altogether? I am going to report my experience to ACCC through online. If anyone wants to join me please check below website and report your experience please. If cases are piling, ACCC will start to review and take action.

https://www.accc.gov.au/about-us/contact-us/report-a-consumer-issue

[SamSWK]

I'll join you, I'm currently experiencing nightmare with trade-in..... Asurion never replied to my enquiries and didn't refund my deposit without the reason. I contacted Samsung customer service, but they couldn't help me because Asurion is not part of Samsung. I complained so many times to Samsung, but there was no response, and no luck........ I'll never trade in my device again through Samsung.

[KEVINatGC]

My experience is exactly as you are. Lack of clarity is the major issue here. I’ve never experienced something like this before. I would like to raise this matter not only this community but also on a nationwide community site. Please let people around you aware about the matter and join us. 🙏

[blunderbuss89]

Avoid any trade in with any company cos Asurion is a big name and has a widespread coverage of the market. Also. The ACCC is a joke so you don't win either way.

[Viv001]

Yes I'm in! Asurion is absolute scam.My order was cancelled by Samsung due to stock issues and since then Asurion has blocked the IMEI no.in my phone neither the refund has been made.i had to call my bank to dispute the refund.Multiple emails,live chats,calls made to Samsung and all what they say its been escalated.Its nearly 3 months now.Loosing hope!

[SimonAus]

Yes, exactly the same experience. Traded up an S20 Ultra for S24 Ultra. Phone in perfect working condition, was only a recent refurbished one from Samsung in a case and screen protector. Did the testing of screen through TradeUp app and was perfect. Have pictures also. But I can't access the pics on TradeUp portal. Sent it to NSW Fair Trading and got reply from Samsung advising "your mobile device was mis-graded as the final assessment conducted found screen burn/ghosting on the display as well as the back cover was lifting and as such the final graded value of the device was $5.00 as a result.

Mr X further advised the business is not prepared to provide any further refund for the device".

It's a great way for Asurion to pocket $195 and a perfectly working phone with no return.

[KEVINatGC]

Have you requested any photos to back up their claim? I asked them to provide me with photos. I am waiting for their response now. I couldn't access images on the trade up portal, either. Lack of clarity.

[SimonAus]

Yes I've asked both Asurion and samsung to no success. I've also asked NSW Fair Trading just this morning from their reply but don't believe much else can be done from their end.
I've tried to connect with their Heads of CS on LinkedIn but all restrict messaging outreach.

[KEVINatGC]

I am trying to expose this matter to the media like A Current Affairs. If you are ok, please join me too. Send an email to; aca@nine.com.au

[SimonAus]

I've just received 2 images (4 in the portal inaccessible).
And it appears the first two are of a phone completely different to the two images I took as I was in Aus Post sending the phone. Would you agree? I'd be happy to follow up to that email.