Trade up issues, don't use it

[Eggmoon]

Hi all,

Just a warning, don't use the Samsung Tade-Up.

It's run by a company called Asurion, and they are extremely dodgy. I sent back an S20+ in basically perfect condition, not a crack, not a mark, not a scratch. I even returned it in my Samsung Ultra Protective Standing Case that I wouldn't need anymore to protect it in transit 

Their online system has valued my phone at $240, a little light on, but I wanted to the new phone, so what the **bleep**.

Then I get an email from Asurion, telling me the physical condition of the device didn't match my description online, and that they would be charging my debit card $225.... Effectively valuing my phone at $15.

No further information on the supposed damage... No photo to prove any damage... No reply to my request for further information... Just a charge against my debit card.

I kept photos of my old phone from the morning I sent it back, in perfect condition. I sent these photos to Asurion. No reply.

It also appears there have been many other people complaining about this same situation... To Samsung as well as Asurion. Samsung have made promises to investigate and follow up.... But no action has been taken, and Samsung continue to use this disreputable partner. There are other threads discussing this on the Samsung community... So they can not say they are unaware.... But they are unwilling to do anything about it.

[tobysphynx]

I'd contact them again and ask for proof of what they claim and if they don't reply or you're not satisfied, contact ACCC and provide evidence of the phone before it was shipped and any other relevant documentation.

Changing their contract due to false allegations is misleading and unacceptable; https://www.accc.gov.au/consumers/complaints-problems/make-a-consumer-complaint

[Eggmoon]

I have asked for proof.... Nothing has been forthcoming.

[tobysphynx]

Contact ACCC and ask for advice.. They should have contacted you BEFORE changing the contract ($240 to a laughable $15) and had you agree to it prior to taking the money back or returned the phone, regardless.

I had an issue with a company once and I just had to mention contacting ACCC before they starting taking it seriously.

[SamsungLaura]

Hi @Eggmoon, I am sorry to hear you had issues trading up to your new device and would like to look into this. 

Please send an email with the following details:

To: members.au@samsung.com

Subject: SamsungLaura - Trade in Damaged

Detail:

Trade in ID

Full name

Phone number

Address

Attach images of your device condition. 

[Eggmoon]

Information sent

[Eggmoon]

Mine was an S20+, not an ultra, but I know what you mean. I went for the deal because it was in the time frame of a Samsung bonus trade... But to have my phone discounted from $240 to $15 for damage that wasn't even there is just wrong.

[vivekk]

Agree I am facing similar issue where they have charged and telling they have not received old phone. Where as I have attached AU return receipt as well. No response.

[Eggmoon]

Keep at them.... I eventually got my money back. It takes them weeks to respond to emails, and you can't phone them, as they don't provide a contact number. If you have the Aust Post information that says they got the phone, keep at them!

[GlennCove]

Hi Eggmoon,

Glad to hear you eventually got your money back. I'm facing a similar issue, I knew prior to trading in the bad reviews with Asurion, but I thought I take the gamble. So i made sure to take lots of pics even videos of me packing it and handing it over to the Australia Post worker at the counter.

I received an email from Asurion saying the condition did not match and they are charging me for a mis-graded fee. They basically evaluated the device sent back (which was a 4 month old pristine condition Galaxy Watch 4 46mm) as $0 !!!  

I am quite annoyed at this treatment. The email from Asurion had no mention of what the issue was. I have plenty of photo and video evidence to back up the watch working, and has no blemishes. Even the accessories are so new. Sigh. 

I can tell this is going to be so painful. I just want justice, i know the amount is not as much as some people are trying to claim back, but it is just not right that companies like Asurion treat Samsung customers.

I'm a real avid Samsung fan, phone, fridge, tv, tablets etc...  but this experience is really souring the relationship. Why partner up with such a company? Samsung, please please reconsider.

Any help and advice is appreciated. I hope Samsung can please help me get some justice. Thank you.