Traded in my working S21 Ultra to buy new S24 ultra. Samsung estimated $360 will be refunded provided I return S21U and charged me upfront full $360 amount as a security. I received the new phone and returned old phone back. They didn't refund anything for months even after multiple calls, so I complaint with fair trading. The Same day they responded first time telling me my S21U only worth $10. So in reality they ate my working S21U for by charging me $350. Just complete ripoff and scam to eat customers old phones by charging to customers rather than paying them. Didn't expect this from Samsung. I have been loyal customer of Samsung for at least 10 yrs.
It's not Samsung, it's Asurion that handles this. Have you logged into the portal and checked the info there? Are you able to view photos of the device?
Also, how did you pack the device when returning it? Box, or just the padded bag Auspost gives out?
Samsung can't escape from their obligation by saying it is handed by a third party. I made the deal with Samsung not Asurion. Returning phone packaging is organised by Samsung(via Aus post) in the deal not by customer.
In the same position and am absolutely devastated at my entire experience. I traded in my S21 to get an S22+ a couple of years back. The model had been faulty from day 1 with multiple issues which should never be prevalent in a new phone. Everytime you message or call samsung to rectify they show you how to make a log at the time of the error and then take you in circles to tell you there is no issue and if there is - take it to the service centre (I have read the reviews). After using the faulty phone for 2 years- I realised that many people have also had the issue with this model and it is a known fault just never acknowledged by samsung and they just make it as hard a possible to rectify or to acknowledge the fault.
Long story short- I traded the phone in to get the new Samsung ultra... and now they are offering 40 dollars when they said the phone would receive 430. This honestly feels like 1 huge scam.
Update- they sent photos of the supposed fault - it was a crack in the screen protector on top of the camera no damage on the phone itself- it looks clearly different to the phone camera. Hopefully they see common sense and cross check with another phone.
