Samsung Trade Portal and Asurion scammed my phone!!!!

[Members_xtIxCzt]

I just trade in my Note 8 which is in excellent condition, no scratches, no broken screen, no damage whatsoever with the built-in stylus (the phone was kept in the case until the day it was traded-in). Samsung Trade in only offered me $55 which is already not much for a near perfect condition old phone. However, i am upgrading to a Z Flip 5 so i am very excited and was OK with the $55 offer.

I have also wrapped my phone in bubble wrap and immediate sent my phone back to Asurion as promised. However, I have just received an email from Asurion now claiming my phone declaring ' its physical condition does not match the information provided to us when you completed your Samsung Trade-Up' and I will only receive a $1 token for my perfect phone!

I went to the Samsung Trade Portal and it has declared the phone 'NGWO'! I dont know what that means but I trusted Samsung so much and did not thing a reputable company like Samsung will scam customers of their old phones!!!!  This is unfair and reasonable to consumers. The whole upgrade process is clearly misleading and deceptive. I am seriously contemplating making a complaint to TIO and the ACCC to bring the whole process to their attention. I have also lodged an equiry with Asurion today as well. 

This experience has really tainted my Samsung experience, I have had many samsung devices since Note 2 but the first to use their trade-in program. Anyone with good advice/experience please let me know. Thank you

[uchetia]

Ngwo is 'Not in good working order'. But if it was in operational condition you should get the 55 cause my watch 3 had few scratches and it passed the trade in test.

If you have videos/pics attached them and send to asurion

[blunderbuss89]

Did you by chance take a photo of the item before sending it to them? That's probably the only way you can challenge the NGWO grading.

[Cgers80]

I had the same issue with my last trade in I threatened TIO and their tune changed rapidly and I got my $5 trade the bonus trade value was worth more Asurion has major issues and it is making people rethink the trade up option. "I want to get a new phone samsung is offering $**bleep** bonus trade but I don't want to deal with Asurion so no new phone for me" thoughts. So Asurion is causing Samsung to lose sales.

[SamEgan]

Did you by any chance think of the fact that there could have been internal issues with the phone itself, yes the outside may have looked perfect, but there could have been issues within the components on the inside due to age or wear and tear?

[TarekZ]

Definitely should be considered , though u can only answer so many questions regarding internals aye , I'll tell u a little story , I started with the Zfold 2 and Zflip for the Mrs, Zflip internal main screen started shattering through the middle with in warranty period, called the beloved Samsung , directed to take to Granville repair centre, biggest drama as they tech trained to pick on the silliest issues , tried to **bleep** human physical damage due to the slightest of mark on the hinge area , went through the biggest headache , eventually got it covered , with 2 weeks out of repairs brandnew screen installed by Samsung Techs , new screen goes brown 🤔, took it back re-assesed now they claim we dunked the phone in salt water or water ever with receiving the flip back and claim internal fluid leakage and heavy internal corrosion this time round , refuse to fix or replace from that point , followed every avenue Samsung threw at us , VOC blah blah blah , they are only good for taking techs words for it , not customer, ended up down at the Homenush main office , made my case showed the pics and evidence that were apparently the flips internals with corrosion , thankfully the main tech there , recognised that its all **bleep** and corrosion like that needs way longer than the 2 weeks we had the flip back in our possession from repairs done , ended up replacing with a re-furb Zflip 3 , Good result aye ? Well absolutely not !!! Did not extend the warranty and just our luck within 3 days of official warranty period ending the front screen of the replacement Zflip 3 showed white then green lines running through and then eventually went dead and dark, still is this way till this day and by then I was over Samsung , till this day and issues with silly stupid issue of promises for 1 thing with pre-order Zfold 5 and watch 5 pro Grey titanium to only recieve an email to say we will be replacing your mans watch size and color to Rose Gold womens version size and color , just because we can and cant deliver on promises Samsung reps make at point of sale and throwing TCs in our faces as an excuse !!!

[TarekZ]

Funny part is ! The same techs first time round , didn't bring up any views about internal leakage ans corrosion the first time they did the repairs and changed too a brandnew screen , though tried that the second time round when the new screen went brown and flickering after the initial repair mates , hey not trying to turn anyone off though we are all human and make mistakes but don't take us loyal as stupid please aye...

[TarekZ]

No more benefit of the doubt mates for Samsung , yeah great company with products we are loyal too and love , but need to be kept in check and real and that won't happen if we lay down and die at every issue we have with them and there service and promises, I've learnt that the hard way mates , each to their own but friends , now just waiting for blunder to jump in with gender drive views huh 😀

[ainoviere]

If that's the case they shouldn't be asking people like us, who are not experts, to self assess the condition of the phone.

[TarekZ]

Standard !!! Samsung strikes again aye , don't even think of dealing the so called VOC , go straight to main office homebush if your in Sydney , they always sort it out from my experience, very good team there mates ....