Trade In via Asurion Australia Scam/Issue

[Members_SteveO]

Hi All,

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. 

[ainoviere]

Hello all I have just experienced the same issue. Traded in my s9+ - was in perfect working condition and no scratches. Did anyone else up getting their matter resolved satisfactorily?

[SamsungClaudette]

Hey @ainoviere

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 - Traded in my s9+ - was in perfect working condition and no scratches   <----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

[ainoviere]

Thank you @samsungclaudette. I appreciate you reaching out. Have sent an email.

[R11SS]

Hi, I seem to have been scammed as well. Sent a phone back and they are charging a misgrading device fee of $250. Paying just $30 for an immaculate flip 3

[SamsungClaudette]

Hey @R11SS

I have replied to you on your previous comment. Could you please read that and send me an email through. 

 Kind Regards,
SamsungClaudette

[Arenspicer]

I am boycotting samsung. I did a trade up for the new flip 5 for my employee. Asurion took the phone rejected it and won't respond to any emails. It's been a month now and they won't return the phone. I have contacted accurent affair, so if anyone has any issues let me know. I can't believe a company as big as samsung is ruining their reputation like this. My blood is boiling that a exciting experience of a trade up has ended up with me laying full price for the flip 5 and a brand new flip 4 being stolen from me. I'm fuming

[SamsungClaudette]

Hey @Arenspicer

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 - Asurion took the phone rejected it and won't respond to any emails <----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

[Members_SteveO]

Very late reply but samsung couldn't do anything to help me. I now trade in with jb hifi as they seems better. If you trade in with samsung ensure you take video at the post office

[ainoviere]

Sorry to hear this. I haven't heard even back from aurison, even though their website says they will reply within 1-2 business days. Disappointing. I wasn't even given a reason as to why my device was downgraded.

[SamsungClaudette]

Hey @ainoviere 

I am sorry that you haven't heard back yet. i have re-escalated your issue and someone will contact you soon. 

Kind Regards,
SamsungClaudette