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.

[Apinya86]

Money already pending $1190 from my account to Asurion to trade galaxy z flip 5 to s23 ultra, but I accidentally closed payment page because I want to change payment method so I cannot complete my payment and order. Contact call centre they can't help and they said someone will contact me back later but didn't get any contact from them. I don't know. Cannot place new order because it shows trade ID and IMEI has been used. No one from Samsung can help me out, so I don't know what to do with $1190 that is still pending.
Big regret, shouldn't change from iPhone to samsung.
Do not recommend to use samsung products

[SamsungClaudette]

Hey @Apinya86

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 - Money already pending $1190 from my account to Asurion to trade galaxy z flip 5 to s23 ultra <----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

[Apinya86]

Hi SamsungClaudette,

Customer name: Apinya Charoenthammaporn

Online Name: Apinya86

Email: hahayaya1102@gmail.com

Trade ID/Care+ ID: SP80I511

Customer complaint: At the moment money is no longer pending BUT already
Direct debit from my bank account. I cannot complete payment to pay the rest after trade-in amount had minus from my bank account, so I will not get new phone and my order is not complete but $1,190 is gone to Samsung online store already. I need my money back AS SOON AS POSSIBLE.
SO/Order Number: NO order number as I cannot complete order because payment page closed and cannot go back to that page again.

Purchase location: Samsung online store

Kind regards,
Apinya Charoenthammaporn

[SamsungClaudette]

Hey @Apinya86 

I am sorry you are having  this issue however I request that you please remove your details off of here as this is a security risk for you. 

Please send me this information to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette - I cannot complete payment to pay the rest after trade-in amount <----Please post this in the Email Subject as well as your community Handle.

Kind Regards,
SamsungClaudette

[MorryM]

Hi, I traded some headphones on a S23U which i havent received yet but due to a change of circumstances I would prefer to trade my s21. Is there Anyway to change the traded item?
Fwiw the headphones were $1 value and the S21 $295 so obviously I would need a credit adjustment somehow.
Thanks
Maurice

[SamsungClaudette]

Hey @MorryM 

I can connect with my team and see if we can help you with your  request. 

If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette - I would prefer to trade my s21. Is there Anyway to change the traded item? <----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 @SamsungClaudette,

Would be appreciated if you could assist to escalate my case# 1188978112 to have it resolved asap. I've been back and forth between Asurion and Samsung Online. 

Long story short, was originally looking to trade-in my fold 4 for fold 5 but ended up i made the purchase without trade-in. However Asurion charged me $830 and with a $60 late fee now. Your e-commerce team confirmed with me that i haven't use the trade-id but Asurion is still stating the issue is sitting with Samsung Online. I've been back and forth for several weeks between the 2 groups but not going anywhere. 

Need your assistance to resolve my issue and have my $890 refund please. 

[SamsungClaudette]

Hey @antboy 

I am sorry you are having this issue.

I have re-escalated your issue and someone will contact you soon. 

Kind Regards,
SamsungClaudette

[Roychibi]

I tried to trade in my S21 to purchase a Fold 5 but the payment screen froze and now Asurion has charged me the trade in price and are saying the trade in is complete even though the order with Samsung didn't go through. Have contacted Asurion three times via email and still no reply. Have contacted Samsung three times and all they have said is you need to contact Asurion. As a loyal Samsung customer feeling really bloody frustrated.

[SJunaid]

Hello,

When I went to put in my trade ID online it came up as being used and I have not even bought a mobile yet. 

Asurion does not have any helpline and are completely useless when it comes to getting in contact. I have now paid the security charge and am waiting for someone to reply to the number of requests I have sent through.

This is ridiculous, especially for Samsung, a company which is from a country which believes in good customer service. Asurion is nothing but letting Samsung down.