I just got hit for$1000

[donebrasko]

Samsung just charged me $1000. They said my trade in never showed up. I sent it on the 6th. I videoed myself packing it and handing it over to FedEx. I also have receipts. I sent all of this to Samsung and they still charged me.

Tracking says that it's still at the Fed ex but that Fed ex says that it's not there. They are assuming that the driver might have taken it and not scan it.

It's crazy that they say I did my part but that they can still charge me.

What's the quickest way to get that money back?

 

[Bkdodger1]

Samsung just charged me $1000. They said my trade in never showed up. I sent it on the 6th. I videoed myself packing it and handing it over to FedEx. I also have receipts. I sent all of this to Samsung and they still charged me.

Tracking says that it's still at the Fed ex but that Fed ex says that it's not there. They are assuming that the driver might have taken it and not scan it.

It's crazy that they say I did my part but that they can still charge me.

What's the quickest way to get that money back?

I'm sorry to hear about this but not surprised as I've seen this on this forum plenty of times but I would stay on top of it with escalating to a Samsung supervisor and be relentless

 

[Mooncatt]

Keep escalating with Samsung. If they start stonewalling you, see if you can do a charge back on your card. If that isn't possible, and you are in the U.S, the Better Business Bureau may be able to help and lets you file a public report. Many companies don't like to see their reputations dinged there and will get you a resolution. After that, you may need small claims court and/or a lawyer (but the lawyer would probably cost more than $1,000).

 

[racedog]

Why does everyone keep talking about going after Samsung? In the original post he says that the FedEx tracking does NOT show the return phone ever being delivered to Samsung. It show FedEx still being in possession of the package.

This is a FedEx issue and good luck with that. You should put in a lost report with FedEx immediately (should have already been done). Samsung is not going to credit a phone they never received and no court will ever make them.

 

[Bkdodger1]

Why does everyone keep talking about going after Samsung? In the original post he says that the FedEx tracking does NOT show the return phone ever being delivered to Samsung. It show FedEx still being in possession of the package.

This is a FedEx issue and good luck with that. You should put in a lost report with FedEx immediately (should have already been done). Samsung is not going to credit a phone they never received and no court will ever make them.

The return shipping label was created by Samsung thus it's always a great idea to escalate with Samsung as they should be taking it up with FedEx as well since you have proof of shipping along with receipt.

 

[trucksmoveamerica#AC]

I wish Samsung would stop using FedEx at all. My next return I will be asking Samsung if I can use UPS if I pay for the shipping.

 

[jtcannonball]

My return got stolen and it was months with them telling me I was on the hook. FedEx weight at receipt/drop off was taken by FedEx and at a scan midway through it was like 90% less. I eventually emailed the CEO at this address and it was taken care of in 2 days.

Email the CEO | Samsung US Support

email the CEO

www.samsung.com

 

[TMavC5]

Samsung just charged me $1000. They said my trade in never showed up. I sent it on the 6th. I videoed myself packing it and handing it over to FedEx. I also have receipts. I sent all of this to Samsung and they still charged me.

Tracking says that it's still at the Fed ex but that Fed ex says that it's not there. They are assuming that the driver might have taken it and not scan it.

It's crazy that they say I did my part but that they can still charge me.

What's the quickest way to get that money back?

Samsung is usually good and knows if the carrier didn't deliver. And FedEx/UPS has the history of your returns. Get on the phone with Samsung right of way.

 

[BerryBubbles]

So very sorry you are going through this.

A couple of years ago, my husband & I both had watch returns that were tampered with. His disappeared after arriving at the return center & mine was switched out for a broken phone.

We were able to get it resolved.

Hopefully, you'll get the right agent soon that will be able to fix this for you.

 

[bhatech]

Samsung is usually good and knows if the carrier didn't deliver. And FedEx/UPS has the history of your returns. Get on the phone with Samsung right of way.

+1, Samsung immediately cancelled the charge when this happened to me a couple of years ago with my Fold 5 return.

I called customer care after receiving the email from Samsung and they took care of me within a couple of minutes.

 

[Mooncatt]

Why does everyone keep talking about going after Samsung?

Because Samsung set the rules for the user to comply with, which he did. He even went above and beyond to record that he fully complied with Samsung's requirements. FedEx losing or stealing the phone isn't and shouldn't be the user's responsibility in this case. If the user is given free reign to ship the phone back in whatever way he chooses, then you may have an argument. Since Samsung required using FedEx, which is gaining a reputation for stealing phones, it's on Samsung to deal with FedEx and not the user.

 

[trucksmoveamerica#AC]

Because Samsung set the rules for the user to comply with, which he did. He even went above and beyond to record that he fully complied with Samsung's requirements. FedEx losing or stealing the phone isn't and shouldn't be the user's responsibility in this case. If the user is given free reign to ship the phone back in whatever way he chooses, then you may have an argument. Since Samsung required using FedEx, which is gaining a reputation for stealing phones, it's on Samsung to deal with FedEx and not the user.

You can use a different shipper

 

[bhatech]

You can use a different shipper

Yeah, personally, I would never use my own shipping, even though Samsung lets you do that.

With the shipping label Samsung provided, I could tell Samsung well I did everything you asked for, and Samsung could work with FedEx or whomever, behind the scenes. If you use your own shipping, they can just say it's your problem and you're on your own.

 

[trucksmoveamerica#AC]

Yeah, personally, I would never use my own shipping, even though Samsung lets you do that.

With the shipping label Samsung provided, I could tell Samsung well I did everything you asked for, and Samsung could work with FedEx or whomever, behind the scenes. If you use your own shipping, they can just say it's your problem and you're on your own.

It's just a option.

 

[Mooncatt]

You can use a different shipper

That looks like an AI generated description/instruction. Have a link to the actual source? I don't trust those on principle because they are often wrong, and may affect how I respond to that claim.

 

[bhatech]

That looks like an AI generated description/instruction. Have a link to the actual source? I don't trust those on principle because they are often wrong, and may affect how I respond to that claim.

Samsung Device Trade-In Frequently Asked Questions

Got your new phone? This page will show you how to properly prepare your old device and answer common questions about our phone trade-in process.

www.samsung.com

Check the question

"Can I send my trade-in using a different shipper than FedEx?
Yes, you can send your trade-in device by U.S. Postal Service, UPS, or another shipping method, but you will be responsible for the shipping fees. Please note: you must include the bottom half of the pre-paid shipping label we sent you in the package to help us track your order accurately."

 

[trucksmoveamerica#AC]

Samsung Device Trade-In Frequently Asked Questions

Got your new phone? This page will show you how to properly prepare your old device and answer common questions about our phone trade-in process.

www.samsung.com

Check the question

"Can I send my trade-in using a different shipper than FedEx?
Yes, you can send your trade-in device by U.S. Postal Service, UPS, or another shipping method, but you will be responsible for the shipping fees. Please note: you must include the bottom half of the pre-paid shipping label we sent you in the package to help us track your order accurately."

Thank you for saving me the time

 

[Mike Dee]

And if you use your own shipping method I would recommend insuring it which might be expensive.

 

[donebrasko]

I'm heading to Fed ex now. Then I'm calling Samsung while I am there. Then I'm calling whoever is over this FedEx store while I am there..... Then the local ABC nosey news lady that puts busineses on blast. I'm going to run the reputation of that location. One of them did it. It never left the store. I plan on being an inconvenience until they do enough to have Samsung return my money.

 

[Mooncatt]

Samsung Device Trade-In Frequently Asked Questions

Got your new phone? This page will show you how to properly prepare your old device and answer common questions about our phone trade-in process.

www.samsung.com

Check the question

"Can I send my trade-in using a different shipper than FedEx?
Yes, you can send your trade-in device by U.S. Postal Service, UPS, or another shipping method, but you will be responsible for the shipping fees. Please note: you must include the bottom half of the pre-paid shipping label we sent you in the package to help us track your order accurately."

Thanks. Not surprised the AI instructions left out a key component, that you'll be responsible for the shipping costs (and recommended insurance). That may seem obvious, but not to people that would treat that as gospel.

So back onto the topic... Yes this is an option, but Samsung is highly encouraging you to use their preferred shipper (FedEx) by giving you the prepaid label for them. If you go that route, you have still followed their rules and suggestion, so is still on them to deal with FedEx.

If they want to be truly neutral and have a chance at indemnifying themselves against this theft, then they either need to put it all on you the customer to handle the shipping costs, or reimburse all those costs regardless of the shipping method.