Trade in via Asurion Australia

[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 ?

[Dolgogi]

The only way I know how to contact them is via their portal:

https://samsungtradeup.asurion.com.au/

or via this email:

Samsung-tradeup_inquiries@asurion.com

In my experience, when they contact customers, they seem to typically use a "No Reply" email address.

[Praveen2018]

I have submitted an inquiry on 24th Jan no reply from them, I have sent an email to the email ID still no reply from them, getting curious on how to get my money back :( 

[Mummin8r]

They won't reply. I have issues currently with a trade-in as well. Call samsung customer service and ask them to escalate it. Also any charges in your account speak to your bank and dispute transaction as fraud as they are not operating in a lawful manner.

[FKnight]

That is why I am wary and fearfully wanting to opt for the samsung care+.. 😔

[Icelite]

Honestly go after them for the full amount and state that the first inspection saw nothing wrong therefore their inspection must have damaged the device and throw consumer law at them.
Honestly you're better off not trading it in.

[CBrown11]

There is an ombudsman for everything! Always mention "ombudsman " no one wants to deal with them...

[Mummin8r]

Hi. I'm having a similar issue. Call samsung and report issue and ask them to escalate. Also if asurion have withdrawn money from your account. Call your bank and report fraud as they are not operating legally. Look at online reviews/reports

[calvinsingh]

https://r1.community.samsung.com/t5/discussion/samsung-asurion-class-action-lawsuit-who-s-in/td-p/25...

[Members_Te8etDs]

Anyone getting any response here from Samsung member? I am on the same boat. Auspost showed it has been delivered to Asurion however no feedback or update from portal.