Trade in Asurion portal says my device is NGWO

[amitd111]

I recently traded in my iphone 13, which was bought in August 2022 to buy a new Samsung S23 Ultra. My iphone was very well maintained, had a screen protective glass and case on from day one. It didn't have any scratch or any mark at all. The phone was in a perfectly new condition and even the battery health was 100%. But now when I checked the asurion trade up portal, it says that my phone was graded as NGWO (Not in Good Working Order), which literally doesn't make any sense at all. First of all, the device was down valued by Samsung in the first place, apple was providing $585 of trade in value while Samsung provided $485. I didn't worry about it because I was excited to get a new Samsung device. Now Asurion has declared the device as NGWO and possibly down value the device even more. Unfortunately, I didn't take any photos before returning the device since I never thought a company like Samsung would cause any trust issues. Is there anyone able to assist me with this? Not sure what to do? I have sent in an enquiry to the Asurion today as well. 

[Troubadour]

If you are contemplating trying to recover any funds you are going to have to go the TIO/Consumer Affairs route. TIO requires some evidence that you have already tried to resolve the complaint (what you have done may be sufficient). When you close this post use the search button and enter Assurion to see quite a lot of complaints which you may be able to use as collateral evidence. You will find even moee if you Google "samsung assurion" and you will find quite a lot more. The Samsung Members posts are replicated in Google but Google has a better search engine and picks up posts with assurion in the text, not just in the subject title

[amitd111]

I realised there were lots of complaints when I started looking for a solution. I will definitely take actions and raise it to the consumer affairs and use other complaints as evidence. This is the lowest way to make money off. Such a disgrace. And Samsung is associated with this company, they should have someone monitoring their operations and ensuring that the devices are assessed in an honest manner and consumers are provided suitable trading value. Anyways, thanks very much for your input.

[SamsungClaudette]

Hey @amitd111

I am sorry to hear that you have had a  similar experience. I would like to look into this for you.
If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette –  Trade in Asurion NGWO <----Please post this in the Email Subject as well as your community handle.

Customer name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette

[amitd111]

Hi SamsungCludette

Thanks for that. I have sent in an email. I haven't received my deposit back and it's been 1 month and 7 days. I would really appreciate if you can step in and assist me to get my full deposit of $485 back from Samsung Trade Up portal which I rightfully deserve.

Looking forward to have this matter resolved.

Thanks

[Members_Qe2F1pH]

I will email you too.

[android101]

Hi I'm currently in the same situation, can I email you the information as well? Thanks

[SamsungClaudette]

Hey @android101 

Yes pleas do that and I will escalate this issue for you.

 Kind Regards,
SamsungClaudette

[ShortyS]

Hi SamsungClaudette, would you mind if I email you as well? I sent in an almost new S20 FE, and Asurion are claiming it's NGWO - despite their photos showing it working.

[SamsungClaudette]

Hey @ShortyS

Yes, please do. I am sorry that you are having this issue. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette -  Asurion are claiming it's NGWO - despite their photos showing it working   <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette