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.
Can you get your original device back? If so in the light of your comment about being able to sell it for more, then apart from postage and inconvenience, that would be a positive solution.
I did ask the question if there was any insurance with the postage but without replying or sending any pics they have already taken out the $375 for the phone.
I would say this is already sold on, I want it back in the same condition and they can have the $415 that I was credited for for the new phone..
Sorry to hear about your phone being stolen... I was a bit confused the way the post office takes the phone without packaging it for you after they scan the QR code. I am not saying its them but it would be very easy to switch out an old phone... I would be very aware of using Asurion..
You might have a case to go to your State consumer body, (as you have indicated) worth asking/take to small claims court. You might also have a case for theft. If you are angry enough you can pursue these actions. Check conditions because they might have included a clause about disposing of unworkable devices. You are unlikely to get your phone back if Samsung have it as most manufacturers chuck ythe phone out rather than recover parts. Asurion may keep parts becaue they are doing repair work. Make sure both companies are named in any action. People have lost by suing the wrong company. A lawyer's letter has more impact as it indicates a higher level of commitment to recover. You need to be sure as one technique is to drag it on until you give up. Find multiple forums to complain on but avoid defamation. Stating straight facts, subject to your lawyer's advice is a good approach.
hi they have not and will not return my phone, Samsung said they would help but they havent, im sure its just to look good replying to this post in samsung community..
i will never do the trade up again or trust ASURION.. I even have lost a lot of respect for Samaung.
They have already taken the money from my account without sending any pics, still no reply from them either.
I have heard of other recent stories where asurion have sent back pics to show a damaged phone that wasn't even theirs... its feels like a massive scam.. be aware. Samsung are no help with the matter. the $375 they had taken from minus from the $415 credit towards the new phone gives me $40 for a month old S20 Ultra... I am sooo annoyed
Hi @WeSSmith, I am sorry to hear of the experience you had with trade-in. Please send through an email with the following details so that I may raise this internally.
Hi Laura, can you please help, i have emailed you the details.
please see reviews here for the company that you use, looking through it I see a lot of people complaining about the same problems I have gone through.
Please can you do something about this, I want my phone back in the same condition I sent it and happy to give Asurion the unbelievable low $40 they paid me for it or I want the full refund of $415 which is still very cheap for a S20 Ultra.
https://au.sitejabber.com/reviews/asurion.com these reviews are terrible, out of 783 reviews they have been given 1 star from 756, I am not the only one getting ripped off here. I think having a company like this connected to yours is not good for business, this will be my last Samsung if this is not resolved.
