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.

[SamsungClaudette]

Hello @mickc

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 - trade-up for the S23 Ultra <----Please post this in the Email Subject as well as your community handle.

Customer name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location
Please attach the photos that you have mentioned

[mickc]

I did email you as suggested and then emailed again to say the Asurion had come good and accepted my device; but I thought that I should confirm here so as not to leave loose ends.

Thankyou

[SamsungClaudette]

Hey @mickc

Thank you for sharing. I am glad we could help you.  

Kind Regards,
SamsungClaudette

[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 ?

[jkultimate]

I used the s23 trade in Option through pre-order. Traded in a perfect workingS20 Ultra. Took 5 weeks to be assessed (on top they took out a late fee charge when they received the phone within 14 days). After 6 weeks get told it's wasn't as described and they'll keep the holding deposit. Thankfully I received the phone back, checked the issues they reported (split case and USB) surprisingly the phone has no cracks/splits and the phone charged from 0 to full in 1 .5 hrs via USB cable. I sent pictures to Asurion and they say it's up to the discretion of the assessor. Obviously this trade in issue is a scam to entice consumers and not an actual genuine scheme

[samsungsadness]

I also have an issue I got double charged for my trade in and a customer service representative gave me a invalid email

[g137]

Asurion just charged my card $780 I never agreed to trade the phone I just checked for what I would recieve if I was to trade it in I'm a single mum my pension has now been taken from my account this is a scam

[SamsungClaudette]

Hello @g137

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 just charged my card $780 I never agreed to trade the 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

[antboy]

Hi all,

Avoid using Samsung trade-in if you can. I ended up purchased my new z fold 5 without the trade-in. All of a sudden, they've processed a security hold on my card. Can't cancel it via the portal, sent enquiry but have no response. Contacted Samsung online and they referred me to samsung-tradeup_inquiries@asurion.com but once again no response either. Very very frustrating and what a bad customer experience after being a loyal customer for many years.....

[mukulgoel]

I am in the same boat, i had sent the device within time limit which is received by asurion at their end within time limut.Still getting messages for device not received and no phone number is provided to contact them and there is no response from the asurion team even after 10s of emails.

Not sure what kind of service they are upto..

Not too delighted with the level of service. Highle unprofessional