Asurion - Trade In Scam

[JustJoeking]

Hi all, I got an email today about how my device that I traded 7 months ago is now apparently not up to scratch with how I described it. I had listed it as good working order but Asurion has just come back as Non good working order. I have a few pictures of my phone before it was sent away and it was in great condition, no cracks, no dents and all buttons working. I honestly wouldn't have traded up had I not wanted a better camera and some more space. But they are now saying ill have to pay an additional $190, I would honestly rather just get sent back my phone back and return this phone for a refund because I don't want to do business and use this phone when the company has tried to scam me and from what I've been reading in this community and other forums many others. Is there any email I can message to try sort this out? Thanks very much!

[JustJoeking]

Further to this when I click on the order detail when click on the order details it lists some images which I assume should be to pictures of my phone but none of them work!

[jeykev78]

I got this same exact email today for a device that i sent back 7 months ago as well. My phone was in perfect working order  with little to no scratches. I have put a message back to them throught the contact us link on the email and will see what they say. The links to the images did not return anything for me either

[JustJoeking]

Yeah it's pretty ridiculous, if I find out anything or get an email to fix it I'll comment the details here!

[jeykev78]

It looks like they are tying to clear up their backlog before end of the financial year and are just closing it

[blunderbuss89]

The only email I know of is the general online support email address onlinesupport@samsung.com they might be able to point you in the right direction. Though. If it was seven months ago that you sent it in I wouldn't hold my breath that you'll get it back unless you have an email specifically stating its being sent back. Asurion repurposes phones as per the terms and Agreement agreed to at the point of purchase. Good luck 👍

[SamsungSilky · Accepted solution]

Hey @JustJoeking,

Please check your direct messages! :)

SamsungSilky

[JustJoeking]

I got an email back from asurion after giving @samsungsilky my details "Whoops! You may have noticed an email from us titled “Samsung Trade-Up: Update on your recent Trade-Up order”. This email was sent to you in error and we ask that you please disregard it.We are sorry for any inconvenience caused.If you have any questions in relation to this e-mail, please lodge an enquiry with our team through the Samsung Trade-Up Portal."

[JustJoeking]

Although my device is still listed as Non good working order on their website still

[Members_GVpO7fW]

Ive had issues too. I noted down that my phone had a faulty microphone, after I inspected it further it was just dust. Asurion gave me a trade in value of $5 due to the fault, worth $170 with no fault. So went I went to change my fault and it wasnt possible. So I contacted them through the portal and over the phone and they gave me the run around, and basically said just send it they will inspect it and adjust the amount. If you dont send it we will charge you $65 plus whatever discount you got through your trade in. So I sent it and they refunded me $5, with no call. Im going to the ACCC, this is a rip off, i could have sold it for $300!! I want it back