Trade in via Asurion Australia

[vignes2022]

Hi, I recently purchased the Galaxy S22 Ultra online. I trade in my old iPhone 7. Everything went well. I received my new S22 Ultra. I received an email from Asurion for my iPhone return. I printed the postage details and dropped my iPhone 7 in Auspost within a day after receiving my S22 Ultra. the iPhone was delivered 8 days later. I confirmed this via Auspost tracking. it's been 22 days after I sent my iPhone and I now have a charge for $70 in credit card account from Asurion. According to the T&C, Asurion waits for 7 days after I receive my new phone prior sending the old phone. I sent the iPhone within a day after receiving my new phone. I have contacted Asurion and Samsung. The problem is Samsung refuses the give me Asurion contact phone and all communication is via emails. Asurion emails are slow, and they sent the same reply. After couple of emails later, Asurion sent me an email claiming my iPhone 7 Find my phone is still active. I removed the iPhone 7 from my apple account/find my phone account and replied. again, Asurion has gone dormant. Also, doesn't them sending me an email that Find my phone is active proof that the iPhone was with them all this while? Could Samsung resolve this or at least give me Asurion phone number.

My advice to all, if you want to trade in old phone to buy new Samsung phone... please do it in the nearest Samsung store.

[SamsungLaura]

Hi @vignes2022, I am sorry to hear that this occurred with your trade-in and would like to look into this. Please send through an email with the following details: 

To: members.au@samsung.com

Subject: SamsungLaura - Trade-in fee

Details:

Trade in ID

Trade in email used

Name

[mbckl]

Phones for trade in had to be unlocked (ickoud/google frp/samsung). Otherwise the value of the phone will decrease, which is probably what's happened here.

According to their tnc, asurion needs to confirm the phone is unlocked and you should be OK.

Good luck.

[freeblondme]

I have a similar issue.

Traded my phone . Lost email with return details and couldnt find means if contact. Finally received reminder email but at that point had covid so 14 days stuck at home. Sent rmail advising same with no response. Phone sent and acknowledgement of receipt ftom them arrived . My credit card has still been billed 405. Not impressed. I wont recommend or use this service ever again!!

I no longer have any of my trade in details either as i wasnt expecting to be billed still

[SamsungLaura]

Hey @freeblondme, sorry to hear of the experience you had. Did you still have your old device IMEI, email and phone number associated with this trade up? If so, could you please send through an email with more information.

To: members.au@samsung.com

Subject: SamsungLaura - Trade in addition charge

Detail:

Name

Phone number

Email used for trade in

Device IMEI

Description of issue

[rightsaidfred]

Took advantage of the pre order trade up for the new Samsung Ultra did all the right things followed everything online with an operator and then after my handset was sent to asurion and email followed to say it was only eligible for $20 of trade up due to a bloody lense. Phone had always been in its protective case, phone were taken before it was sent off ... 6 + months on they still argue it was damaged when I provided photo proof on the day it was posted. They continued to charge my card and Samsung claim to have escalated the issue more than 10 or so times. Only response from Asurion was pretty much bad luck. Now when you sign up and agree to the amount of the trade up price and hand in a perfectly good phone to them to later be told it's value is only $20 and they are charging your card the difference and we are not sending your phone back cause it still qualified for the trade up just not what you agreed to, that is theft. My Samsung note 10plus was perfect I only wanted to upgrade and get the newer phone. I could have sold my phone privately for $1000. So Asurion and Samsung you have lied and cheated to customers. Ps. This is still ongoing battle for those who are interested. Don't buy into Samsung's trade up scheme. Further investigations are with ombudsman and if there are enough complaints they will pursue a class action.

[SamsungLaura]

Hi @rightsaidfred, could you send through an email with your details so that I may look into this further? 

To: members.au@samsung.com

Subject: SamsungLaura - Trade in damaged charge

Detail:

Name

Phone number

Email used for trade in

Device IMEI

Attach images of device before postage. 

[Praveen2018]

I have bought my Samsung s23 Ultra by doing a trade in of my Samsung S21 FE, The trade in value of 225$ was blocked on my credit card and it has to be returned up on sending my device. I have sent my device in time and get acknowlegment for the same. On Jan 16th email was sent stating we are pleased to inform you that we have assesed your trade-in device and the device mataches the information provided and mention the processing a full refund of security charge, 

On 24th Jan I have got another email saying Urfortunately after inspecting there is a physical condition doesnt match the information which I provided and they processed only 1$ refund which is totally unacceptable. I have submitted an inquiry on the same day till now there is no response from Asurion on the matter and the image which are attached are non downloadable on thier website either.

Can someone help me in this regards on how to reach Asurion team ?

[Members_d8TvaiG]

Asurion are a horrible company to deal with. You can not speak to a person ever. Always email. 

[mickc]

Recently I took the option to trade-up for the S23 Ultra. My phone was working and in perfect condition. I have photographs taken just prior to to posting and I have a witness who saw me take it into the post office. My phone was placed in the original Samsung box and then into a padded postal bag. I have now been advised by Asurion that my phone was not in condition as stated by me. There is no information as to where the condition is deficient; just simply that it is not acceptable. Their web site is abysmal regarding disputing the outcome. You cannot email or phone them; simply submit an inquiry. There is no acknowledgement of my submitted inquiry and there appears to be no way to follow up this inquiry. I have had Samsung phones for many many years and from what I have read about Asurion and am now experiencing I think that this company reflects extremely badly on Samsung.