Samsung trade in department-robbing…

[a311]

I've another thread running looking for advice on the leagilites. Hopefully this can serve as a warning to anyone looking to trade in a device with Samsung. Absolute robbing b@st@rds.

The situation:

I recently bought a new phone from Samsung taking a trade in deal. I didn't really want another Samsung phone as my 9 month old one stopped charging via the cable and only charged via a wireless charger which was slow and a bit of a pain in the arse. I nearly returned it under warranty but then discovered they have to be wiped when they're sent for repair and while a bit lazy of me transferring banking apps and so on would have been a pain in backside so lived with it.

Fast forward to today and I got an email saying

Since we have not received your old trade-in device within the given time frame (or you have decided to keep it), the special offer on your new Galaxy device is now invalid. This means there is a fee of £330.00 to pay to reimburse the discount you received when purchasing your new device.Please use the link below to pay this fee now.

I questioned this as I have proof of postage.

They then replied:

'The reason you have received a payment request is because you received promotion discount of £550 for Galaxy S22 Ultra 5G - 256GB but you sent A51 which you would only have received discount of £220 the difference is required to complete your order.'

That's weird it's surely one or the other? I'm guilty of neither.

It's a bit convenient for Samsung as I'm now outside of the 14 day cooling off period to return the new device. I called customer services and said I'll return the new device and take my old one back but said I can't do either.

They won't be getting another £330 out of me. They'll no doubt be able to send a kill signal to lock my phone eventually.

[Hondashark]

a311 said:

I've another thread running looking for advice on the leagilites. Hopefully this can serve as a warning to anyone looking to trade in a device with Samsung. Absolute robbing b@st@rds.

The situation:

I recently bought a new phone from Samsung taking a trade in deal. I didn't really want another Samsung phone as my 9 month old one stopped charging via the cable and only charged via a wireless charger which was slow and a bit of a pain in the arse. I nearly returned it under warranty but then discovered they have to be wiped when they're sent for repair and while a bit lazy of me transferring banking apps and so on would have been a pain in backside so lived with it.

Fast forward to today and I got an email saying

Since we have not received your old trade-in device within the given time frame (or you have decided to keep it), the special offer on your new Galaxy device is now invalid. This means there is a fee of £330.00 to pay to reimburse the discount you received when purchasing your new device.Please use the link below to pay this fee now.

I questioned this as I have proof of postage.

They then replied:

'The reason you have received a payment request is because you received promotion discount of £550 for Galaxy S22 Ultra 5G - 256GB but you sent A51 which you would only have received discount of £220 the difference is required to complete your order.'

That's weird it's surely one or the other? I'm guilty of neither.

It's a bit convenient for Samsung as I'm now outside of the 14 day cooling off period to return the new device. I called customer services and said I'll return the new device and take my old one back but said I can't do either.

They won't be getting another £330 out of me. They'll no doubt be able to send a kill signal to lock my phone eventually.

What phone did you trade in?

They said you were sending them an S22 and then you didn't and sent a cheaper one?

[e-honda]

Clearly someone has made a mix up, Just send them the details of the phone you did send them.
No need to call anyone a robbing bd until you've given them a reasonable chance to correct their mistake.

[a311]

Hondashark said:

a311 said:

I've another thread running looking for advice on the leagilites. Hopefully this can serve as a warning to anyone looking to trade in a device with Samsung. Absolute robbing b@st@rds.

The situation:

I recently bought a new phone from Samsung taking a trade in deal. I didn't really want another Samsung phone as my 9 month old one stopped charging via the cable and only charged via a wireless charger which was slow and a bit of a pain in the arse. I nearly returned it under warranty but then discovered they have to be wiped when they're sent for repair and while a bit lazy of me transferring banking apps and so on would have been a pain in backside so lived with it.

Fast forward to today and I got an email saying

Since we have not received your old trade-in device within the given time frame (or you have decided to keep it), the special offer on your new Galaxy device is now invalid. This means there is a fee of £330.00 to pay to reimburse the discount you received when purchasing your new device.Please use the link below to pay this fee now.

I questioned this as I have proof of postage.

They then replied:

'The reason you have received a payment request is because you received promotion discount of £550 for Galaxy S22 Ultra 5G - 256GB but you sent A51 which you would only have received discount of £220 the difference is required to complete your order.'

That's weird it's surely one or the other? I'm guilty of neither.

It's a bit convenient for Samsung as I'm now outside of the 14 day cooling off period to return the new device. I called customer services and said I'll return the new device and take my old one back but said I can't do either.

They won't be getting another £330 out of me. They'll no doubt be able to send a kill signal to lock my phone eventually.

What phone did you trade in?

They said you were sending them an S22 and then you didn't and sent a cheaper one?

S22 Ultra. At first they said it was as I exceeded the allowable window for return then on challenging that its due to me not sending the handset the trade in was based on. Neither are true the former is easier to prove than the latter with proof of postage.

[a311]

e-honda said:

Clearly someone has made a mix up, Just send them the details of the phone you did send them.
No need to call anyone a robbing bd until you've given them a reasonable chance to correct their mistake.

That remains to be seen. I've been on the phone to them for over an hour getting passed from pillar to post. I've complied with their T&C's.

[tt601]

Same thread/OP running in SP and L …….

[numtumfutunch]

Strange

I bought an S23 Ultra a couple of months ago and got £200 trade in on a 2y old Motorolla crock of sh** with a broken screen which was fully declared at trade in and had cost £80 brand new with no quibble or hassle

Cheers

[a311]

numtumfutunch said:

Strange

I bought an S23 Ultra a couple of months ago and got £200 trade in on a 2y old Motorolla crock of sh** with a broken screen which was fully declared at trade in and had cost £80 brand new with no quibble or hassle

Cheers

Seems like there's plenty of evidence on the Web to the contrary.

I've calmed down and hoepfully can get it sorted next week.

[Fallingup]

It seems to be a bit of a hit or miss. I traded in my S8 a few years ago and they reduced it's value considerably, claiming the screen had burn in. I didn't believe it but accepted it as couldn't be bothered with the hassle. My wife has just traded in her S10 with a cracked case and she got top value for it.

[Jamescrs]

I bought a Watch 5 pro from them and traded in the wifes old Fossil branded smart watch which was working but definitely showed signs of wear, they gave me full discount without issue and I also got an additional discount through a code they sent me for my Birthday so I got an exceptionally good deal on their latest watch, almost half price.

[spants]

I traded in an early broken iphone (declared) against a z Fold4 and a broken screen Pebble watch (declared) against a latest galaxy watch.
No issue with either.

They ask you to declare the faults when you apply, but was awarded the maximum discount for both.

[DodgyGeezer]

I've not had problems with my last 3 trade ins tbh so can't really complain.

Was going to trade in an old 65" Samsung against a new TV (£600 off) but then went Panasonic instead (now I've got to bin the old 65 - 1st world problems)

Edited by DodgyGeezer on Wednesday 5th July 14:44

[zedx19]

I had an issue with a trade in, when I sent a Galaxy Watch 3 back and purchased a GW4 Classic, some 18 months back now. I had forgot that I had a protective bezel on the 3 and hadn't removed it, so when Samsung got it back they refused the trade in claiming modification. I spoke with trade in and explained, then within 5 minutes I had an email saying trade in accepted, all resolved.

Speak with them again!

[a311]

zedx19 said:

I had an issue with a trade in, when I sent a Galaxy Watch 3 back and purchased a GW4 Classic, some 18 months back now. I had forgot that I had a protective bezel on the 3 and hadn't removed it, so when Samsung got it back they refused the trade in claiming modification. I spoke with trade in and explained, then within 5 minutes I had an email saying trade in accepted, all resolved.

Speak with them again!

They don't respond to my emails and I can't for the life of me get a number out of them or Samsung customer services to speak to someone and have an adult conversation with them.

Samsung customer services have been pretty responsive but say 'they don't have a number for them either and can only communicate via email' to be fair they've forwarded emails comms with them on to me.

Apparently they have a video. I've asked to see it.

[RayDonovan]

Potential that someone switched it, took your S22 and handed in their cheaper phone? If it's a 3rd party on behalf of Samsung, potentially enough chance to go wrong?

[Mr-B]

Do you have the IMEI number of the phone you sent them? Surely that would prove them wrong.

[a311]

Mr-B said:

Do you have the IMEI number of the phone you sent them? Surely that would prove them wrong.

Yeah I do. Is it possible to trace it via that even if its off? That would be a winner if it pings at the trade in premises, or elsewhere......

[Mr-B]

a311 said:

Yeah I do. Is it possible to trace it via that even if its off? That would be a winner if it pings at the trade in premises, or elsewhere......

I don't know about that but if they say you sent in a different phone then the IMEI won't match.

[a311]

Another update.

Samsung complaints have replied and are happy with their investigation and that I owe A samsung S22 Ultra or £330.

I can't do much more having sent photos etc. Only thing I think I can do now is if they block my phone to put in a small claims court application.

[Mr-B]

Were you able to compare the imei numbers of your phone and the one they claim you sent them?