Samsung Trade In issues

[android101]

I recently traded in our old Galaxy Tab 6 for a new one and just received an email saying NGWO and charged us a whopping $165 Mis-grading Fee (on a device they had given $120 trade in value).

We literally backed up the device in the morning → factory reset it → sent it off same day so it was most definitely in full working order.

There's no other details provided and no way to speak to anyone? I've submitted an inquiry online as that was the only option available.

Anyone can suggest what else I can do here? What happens if I just cancel the trade-in (would there be other fees as well)?

[uchetia]

Did u take pictures and videos before sending

[android101]

No video but we took a picture while transferring data to the new tablet.

[uchetia]

Send it to asurion (Samsung-tradeup_inquiries@asurion.com) with your inquries, should help u a bit

[_nok_]

To add with @uchetia 's suggestion, if you are using desktop to access the community page, you can easily view all the related topics about Asurion (Samsung's trade-in partner). You can go through them to see all the possible resolutions suggested and taken to resolve their issues.

If you are using using phone to access, just search "Asurion" on the top right of your screen.

Unfortunately, every time Samsung release a new phone and have trade-in promo, this is a common problem with Asurion. And you will see a lot of posts like your here.

[SamsungClaudette]

Hey @android101

I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette -  Samsung Trade In issues <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette

[llamasnodrama]

I'm now in the same situation. The phone I sent in was working but graded as NGWO. They didn't refund the security charge and now holding my trade-in phone a hostage. This feels like scam. I had taken video of the phone as I packed it into the box. I contacted Asurion but no response from them. Can you please help escalate this issue with them? TIA

[SamsungClaudette]

Hey @llamasnodrama

I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com

Subject Title: SamsungClaudette -  The phone I sent in was working but graded as NGWO    <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette

[LIZZYKIM]

23. Sep.
Sent 1st email to samsung to check $435 for the old device S22+.

30. SEP
Ausorion said revalued $40.

(It is perfect conditions phone. Back sticker wasnt even taken off)

And said cannot accept $40. I want my phone back. And they refuesd.

Its November and still chasing them to return my phone.

It is the worst customer experience. I will NEVER use trade in.

[SamsungClaudette]

Hey @LIZZYKIM

I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette - Its November and still chasing them to return my phone <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette