I am writing to share my experience with the Samsung Trade-Up Program, managed by Asurion Australia Pty Ltd, in hopes of connecting with others who may have faced similar issues. Despite the program's potential benefits, my journey to receive a refund has been fraught with challenges, leading to a frustrating and unresolved situation.
Here's a summary of my experience:
- **January 20, 2024**: Received an email confirming my enrollment in the Trade-Up Program with my Trade ID. On the same day, I contacted Samsung Customer Service to cancel my trade-up and request a refund of $170, as advised to email Asurion for further processing. - **January 20, 2024**: I promptly emailed Asurion, expressing my wish to cancel the trade-up.
- **January 24 and 27, 2024**: Following a lack of response, I sent follow-up emails to Samsung-tradeup_inquiries@asurion.com. I also reached out to Samsung Customer Service again, speaking to supervisors who assured me that followup@samsung.com would contact Asurion on my behalf.
- **January 31, 2024**: I received an email from Asurion stating that my Trade ID was cancelled and that any amount charged would be refunded within 7-10 business days.
Despite these assurances, I am yet to see the refund processed. This ongoing delay has compelled me to lodge a complaint with my bank and initiate a chargeback dispute in hopes of resolving the matter.
The lack of timely communication and resolution from both Samsung and Asurion has been disappointing.
I appreciate your time in reading about my situation and would be grateful for any advice.
