Beware Samsung Trade Ins

RicKaysen

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I purchased an S23 Ultra and sent my S22 in as a trade in. The phone was always kept in a two piece clamshell case and maintained in like new condition. I just received an email from Samsung stating the S22 did not meet their return standards as there was a cracked screen/body. I know for 100% certainty the phone was flawless when I sent it in and protected in the same materials the new phone was shipped in. If you are planning on returning a phone for trade in, do yourself a favor and preserve video documentation of your phones condition. I decided to return the S23 and requested they return my S22.
 

mustang7757

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I hate hearing stories like this , I did do a full video on my Flip 4 trade in the other day going into the box and every angle open closed and close up around the screen , frame just in case.

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The_Woo

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That sucks Ric! Sorry to hear man....Curious how they return your phone....keep us posted

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TheMiz

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I purchased an S23 Ultra and sent my S22 in as a trade in. The phone was always kept in a two piece clamshell case and maintained in like new condition. I just received an email from Samsung stating the S22 did not meet their return standards as there was a cracked screen/body. I know for 100% certainty the phone was flawless when I sent it in and protected in the same materials the new phone was shipped in. If you are planning on returning a phone for trade in, do yourself a favor and preserve video documentation of your phones condition. I decided to return the S23 and requested they return my S22.

MANY of us got the same news yesterday and had the charge back reversed via Samsung Chat

In my case i stated my return was perfect and asked where the crack was , I was told to allow them 2 minutes etc of cause they kept saying we needs more info and more time , Got to a point where the agent requestd the "Video" they make of the return to be reviewed they did and he was happy to report that return video didn't show ANY MARKS or CRACKS . This all took under one hour but work out for me.
 
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Last year I detailed my experience in a lengthy post of how my wife's like new, near perfect condition note 20 ultra was shipped to samsung as a trade in and according to samsung it apparently arrived to them in an empty box. I am assuming either the trade in department was lying or someone with FedEx stole my trade in during transit. After several phone calls and weeks of going around with different reps I was told I would still have to pay a charge back. Be glad that samsung is moving faster on fixing these trade in mess ups because they weren't so quick to do this last year. My biggest issue with their trade in system was that i explained calmly and clearly to the Samsung rep that if my item was stolen in transit it shouldn't be my fault since I gave my item to FedEx. I asked them if samsung would file a lost or stolen item claim on my behalf to conduct an investigation about what happened to my trade in. I was then told that I would have to initiate the claim with FedEx myself and Samsung would not do this. I then proceeded to do just that and called FedEx about filing a claim for a stolen device. I was then told by the FedEx rep that since I was not the original purchaser of the shipping label (samsung paid for the shipping label) I could not file a claim. Samsung would have to file the claim. I then called samsung back and explained to one of their reps what fedex told me. They told me that there was basically nothing they could do to help me and I would still be responsible for the charge back. I was then transferred to different representatives and sent around in circles. I finally got a resolution and had the charge back canceled when I filed a complaint with the Better Business Bureau. With that being said if you are going to deal with Samsung trade in I would do the following just to cover yourself:

1. Film your device in working condition including the condition of the screen before packing it into the shipping box.
2. Attempt to purchase insurance on your package, even though samsung is providing the shipping label
3. Here is the most important one - Film the entire process of yourself packing up your device along with the handoff to the FedEx rep inside of the FedEx store. That way samsung cannot claim that you did something to the device after packing it up but before giving it to FedEx. This is so you can prove that the issue was with FedEx and not with you.

The best option though is just to not deal with samsung trade in altogether. Sell your device on swappa or eBay or better yet just keep it as a back up device. Or do a trade in through best buy since they do trade ins at the store.
 
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Gary02468

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The best option though is just to not deal with samsung trade in altogether. Sell your device on swappa or eBay
That's what I did this year since the trade-in value was so low. After all discounts, cash back, and re-sales, I ended up paying about $365 (plus tax) to upgrade from a S22U 256GB to a S23U 512GB (both unlocked). That's a bit more than I'd been hoping to pay, but still it's just $1 per day for the upgrade if I keep the phone for a year.
 
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h2ofun

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This is why I just worked with Verizon locally. I handed my trade in directly to them. Could not get lost, and if any issue, it would be talked about when I handed it to them.
 

trucksmoveamerica#AC

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This is why I just worked with Verizon locally. I handed my trade in directly to them. Could not get lost, and if any issue, it would be talked about when I handed it to them.
On top of that with Verizon the only thing that disqualified the trade in was swelling battery, damaged battery

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mrgigabyte

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hi i received the same email also but never had a problem before and the funny part and this is what i am asking members what you think of this is normally you get first email saying they have cell now and 3 to 7 days you get results but my first email was that it had crack front or back and cell has been in a case since day day they receive cell at 1030 am the first email is at 200 pm same day then later on at 620 pm i get second email saying they have cell and 3 to 7 days i will have results so is first email wrong do i need to be concerned i did check samsung credit and the price is still the same no added to it
thks
 

o4liberty

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This is why I always prefer doing the trade in at a dealer not by mail. Also when I have mailed them in I use to video the trade in as I put it in the box. I had the same experience with TMobile saying screen was cracked it took 3 months and a BBB complaint for someone to see the video and get the full credit.

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kide#WN

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hi i received the same email also but never had a problem before and the funny part and this is what i am asking members what you think of this is normally you get first email saying they have cell now and 3 to 7 days you get results but my first email was that it had crack front or back and cell has been in a case since day day they receive cell at 1030 am the first email is at 200 pm same day then later on at 620 pm i get second email saying they have cell and 3 to 7 days i will have results so is first email wrong do i need to be concerned i did check samsung credit and the price is still the same no added to it
thks

I got the first email with a notification they had received the phone around 6:00 PM on the day the package was delivered to them. The email about the phone not meeting the trade-in criteria came on the next morning.
 

mrgigabyte

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yes thats why i thought it the first email was wrong but i just got off chat support and he did fix it so i did get a email saying my cell meets all and i am all set so anybody else has same problem talk to chat thks everyone for your time
 

adawn1964

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Diddo! My s22 ultra was FLAWLESS, and I got the same email that my screen was cracked. It was perfect. I put
It in its original box and wrapped it all the packing from the new phone. Oh how I wished I had a video of me packing it.
I am furious
 

trucksmoveamerica#AC

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Diddo! My s22 ultra was FLAWLESS, and I got the same email that my screen was cracked. It was perfect. I put
It in its original box and wrapped it all the packing from the new phone. Oh how I wished I had a video of me packing it.
I am furious
Just tell them you have pictures. If you need some I'm sure there lots of us that can give you some.

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nuangel2

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I did not video my trade but I took photos front, back side, wiped, charged, packed in Samsung box, wrapped and packed in box. I have pics of every step. My s22ultra is in perfect condition. I am sending it back via FedEx tomorrow. Just hoping no issue. Will see


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joeyjay

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Just tell them you have pictures. If you need some I'm sure there lots of us that can give you some.

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This is exactly what happened to me yesterday. WOW! Can't be a coincidence. I called Samsung using the link in the email. The Samsung representative was terrific! I told him that I would send the pictures I had of the s22 ultra and that it was in perfect condition. Two minutes later Samsung dropped the chargeback fee and no further action was needed. Good to go. They accepted the $500 trade-in value. So weird that later that day I got another email that they had just received my s22 ultra and it was under review. There must be a problem with their system.

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