Just received an email from Samsung Trade Up saying below
'thank you for recently placing a Samsung Trade-Up order. After inspecting your original device, our team has determined its physical condition doesn’t match the details entered when you completed your Trade-Up.
As stated in the agreed Samsung Trade-Up terms and conditions, we will be charging your nominated credit card $375.'
The device I sent in was almost new as it was just sent to me via Samsung Care + as a replacement for my old phone. It may have had some micro scuffs from carrying in my pocket but always put decent screen protectors on the device. There were zero cracks and worked perfectly, I could have sold it more than what the trade up was offering but for the ease of getting money back with out having to advertise.
The device was sent back straight away and was delivered promptly, I was still receiving email 20 days after saying the device hasn't been received and you will be charged. They finally found it and now its either broken or something else wrong with it.
I feel a bit of an **bleep** not taking photos but had to show the lady in the post office an qr code that was emailed to me, she then had taken the device and gave me a receipt, I didnt even see it get packed. not a fan of sending items this way and would have rather sent it myself.
Any one else having issues with trade up or Asurion, I just want to know what to do next.
thanks for not helping at all, you have not replied or even checked in with what you found out from ASURION, they have stolen my phone well piad me $40 for a s20 ultra which is robbery. I just want that phone back and will pay them $40 for it.
My 1 year old Z Fold 2 5G developed a bump right in the middle of the screen. Some part of the hinge is pushing the screen from inside and its only a matter of time before the screen cracks completely.
I took it to Samsung Store in Sydney who have told quoted me $790 to repair or $66 just to get it back. They are completely ignoring warranty. I feel like I'm being scammed. The phone has never been dropped.
I will be opening a case under Australian Consumer Law as the phone is not fit for purpose. As a senior technician at my place of work I will be advising several thousand fellow workers not to trust this company. Unfortunately if they treat customers like this then I will be advising Apple as they treat their customers much better. After 10 years this will be my last Samsung product.
I have used Samsung tradeup a number of times now with no issues. Recently I have sent 2 devices for trade up, 1 phone, 1 watch. I was charged for my phone saying they did not receive the device. I followed up a number of times of which eventually they replied, yes we have received, we will refund you. How poor is this service.
Today I received an email to say my watch was determined that its physical condition doesn’t match the details entered. Both watch and charger were returned in good condition as described with a factory reset. No explanation and no evidence but a charge on my credit card.
@Samsung - as I have encountered so many issues during my searches, you should consider partnering with a more reputable, honest company. I will be pursuing legal options to get my money or watch back as this is absolutely ridiculous and an absolute rip off! This program is tarnishing your Brand.
I have this exact problem! I did a trade in for my Galaxy Watch 4 which I sent back in good condition - and would have been in the original packaging as well had Samsung covered enough for postage for the long box, but the person at the post office advised they only covered the small bag so it had to be taken out of the box and sent back without any extra packaging. Even with this, I highly doubt there would have been any damage in transit.
I was disappointed to receive the same email with absolutely no information about the specific device or why it was deemed ineligible which is obviously because there wasn't an issue and they think they can get away with this.
I have sent two emails and submitted and enquiry form to asurion and had no response in the advised timeframe, in which they had sufficient time to resolve the issue and ensure my card was not charged.
There is also clearly something dodgy going on when asurion do not have a contact phone number they can be reached on.
I am expecting a full refund of the amount charged as there was absolutely nothing wrong with the device that was returned. Has anyone else had success with this? Definitely seems to be a common problem, I wish I had come across this thread sooner.
I have nearly exactly the same problem with Asurion. Galaxy Watch 4 46mm Bluetooth, pristine condition only 4 months old. Send back and Asurion has replied " our team has found that its physical condition is not consistent with what you declared to us when you completed your Trade-Up.
As a result of our assessment, we are adjusting the credit you received for your device. We will be charging your nominated credit card a Mis-grading Device Fee of $195. This amount is the difference between the trade-in credit you received, and the current market value of the device based on its condition."
The trade in value was for $195, so basically they are saying a pristine condition Galaxy Watch 4 is worth $0. To make matters worse, they have charged my credit card $195.
So now I don't have a pristine working watch that is only 4 months old and on top of that, an additional charge of $195. No explanation of what the problem is.
I have plenty of pictures and even a video of me turning on the watch, moving it around to see the condition, putting it into the original box, inside the satchel and right up to the Australia Post counter to hand it over.
It is upsetting that Asurion would straight away send a generic email, then charged the credit card on the same day. They do not have a phone number to contact, and from previous correspondence just to get the instructions to send the device back took about 6 weeks. They keep saying in a few days then i chase up the next week, then daily until the finally sent the instructions.
Upsetting to see such a great company as Samsung partnered with Asurion (whose reviews online are extremely bad indeed).
I have the evidence to back up my claim. I also would like to warn Samsung to investigate these incidences and to distance themselves from these types of companies with these deceitful practices.
OK so really would appreciate some advice here given my situation
Recently had lodged a Tradeup for an S10+ and S9+ to put towards the price of the ZFlip4 at launch at the end of August. I got the trade IDs, submitted my preorder and awaited my delivery and which came within a week.
My order was marked as completed online and I had to wait until November 4 to receive the shipping labels from Asurion. Unfortunately for me I was on holiday interstate at the time, my tradeup devices at home and wasn't due back home for 2 weeks. As a result I couldn't submit the devices back by post within their 7 day window. As a result they charged me my tradeup value (which they now say they will refund after my emails and phone calls to date) but are still slapping me with $120 for the admin non-return of the devices which I think is a rort given I tried to ask them to extend the return window beforehand only for them to tell me it can't be done because it's a purported automated process.
And the fact that the only avenue of complaint (without any empathy or understanding)is an email address to Asurion is an absolute joke.
Any suggestions on how I can take this further to get my remaining funds reimbursed?
I still haven't got my refund back so am in the process of painfully trying to get it back from them. You're correct, it is just one email and they will respond anywhere from a few days to over a week at their leisure. This was just in the initial phase of chasing them up for that email on how and when to send the device back as I was aware of their 7 day policy.
Also they sent the email conveniently on a Friday and give you only 7 days to comply, extremely convenient and very much in their favour for people to fail to return on time.
Avenues: Lodge a dispute with the bank, ask Samsung for assistance, make lots of noise. There are instances if you read on the forum of people getting their money back. They will claim this is a "one off we're doing you a favour cause we are nice" type deal. So lots of noise, which unfortunately also means some effort.
The more painful and time wasting exercise is to go ACCC, Fair Trading, Telecommunications Ombusman etc. That will put them in the spot light but also costs a lot of your time as there is a process for that.
Because you actually asked for an extension prior, you should have a case. And realistically, how much can the price actually depreciate in 2 weeks? It's a rort.
Erika from Samsung assisted me with my case. It is now resolved. Asurion has wrongfully charged me, and accused me of not returning a non-existent charger.
Get Samsung to assist you with it. Also keep any correspondence as it can be used as further evidence either with the bank, ACCC or other bodies that can assist with consumer issue resolutions.
Thanks Glenn I'm still chasing them (more feels like chasing my tail honestly). It feels like the old adage of banging my head against a wall.
I haven't had any acknowledgement from Samsung here at this point. I've sent emails explaining the situation to Asurion over and over again and all I get is an email back confirming that they will be retaining the non-return admin fees $120 (60 per device traded) and refund my trade value but no word on at least the partial refund either.
I emailed them back this evening fully explaining the situation once more (requesting the full refund of what they deducted from my account ($315) including the admin fees with a promise to take it further if they don't refund everything) after they confirmed the admin fee retention and reminded me again about the Terms and Conditions of the Tradeup process.
So far I've sent multiple emails (all saved) to Asurion with the above responses, contacted Samsung via their online chat on their website and Facebook (both refer me to email Asurion) and I called Samsung on the weekend reporting the issue to get it escalated and they were very understanding and said they'd escalate it but still no tangible results from Samsung on this to intervene with Asurion on my behalf at this point.
Glad you got your case sorted, really am hoping that someone from Samsung reaches out on here and can produce what I will consider somewhat of a miracle at this point.
Anyone at Samsung want to Step up to the plate and take this one for me to restore my faith in humanity and true customer service and Support?
