We recently purchased Galaxy Flip 3 with trade in for my old Galaxy Note 10+. All went well besides waiting for more than a month for the email to return the old galaxy note 10+.
Once we received the email, we took our Note 10+ to the post office with its original box to prevent damage. The post office lady told us to remove it from the box and gave us a small thin padded bag to use (not safe at all) but she said it will be fine. Our Note 10+ was in like new condition since we keep the original clear sticker on it.
After another couple of weeks, Asurion agent email us that the condition of the phone is not good as it has cracks at the back and they will cancel our refund.
How do we know that the crack is not cause by post office or even Asurion staff? Very bad experience, no way to communicate by phone only via email with lengthy delay.
I have/had multiple Samsung devices and not just phone but this experience really leave a bad taste.
Just a PSA for everyone, remember to take a video when returning your phone to Asurion (hopefully its allowed by your post office). or if possible return it to samsung store.
That would have been my advice. Take photos of the device to show the condition it left your hand in, and if the P.O. lady asks you in future to use a thin bag, refuse to do so and tell her about this experience so she knows why. Still, if it's only cosmetic damage to the phone, it should be worth something. Samsung, do this customer right.
@SamsungLaura, email with details send. thank you.
@mbckl, it was send as per email from Samsung and yes I told the post office lady that it's a mobile phone for Trade In. I had to show her Samsung email so she can scan.
Hi, I had the same issue . I'm in the process of escalating through NSW Fair Trading. My S10 + was in pristine condition and I too was made to place the phone in a small padded bag. It's not good enough! I've been waiting 8 weeks , with 4 followup calls , for an internal Samsung escalation return call/ comms and it has not eventuated. I feel that Asurion scammed me too! And Samsung appears to wash their hands of the evident issue.
I did precisely that and took videos/pictures at the post office due to the bad reviews Asurion had. It was for a Galaxy Watch 4. Even with this evidence, Asurion emailed back that the watch was worth $0 because it was missing a charger. There is no USB charger with the watch. So I had to ask the Samsung moderator (SamsungErika) to tell Asurion usb chargers are never part of the original watch inclusions. I suspect they just meant the charging cable, which was sent back. At the end, after having to get help from Samsung and sending them multiple photos showing that I send back everything including the charging cable, Asurion finally replies to say the trade is complete and will refund the money. Still waiting for the money, as the 3 business days maximum for the refund has expired and still nothing. Now I am lodging a transaction dispute via the bank using the refund in writing email from Asurion to back me up.
Avoid trade up with Asurion where possible, read up the reviews... proceed at your own risk basically.
