Multiple Orders on Samsung Website

[Rlin5741]

Has anyone had success in placing multiple orders with trade-ins on Samsung’s website? I placed an order for a Gray unlocked S20 with a trade in, then placed one for a Blue unlocked S20 with trade in (it wouldn’t let me add two to the cart, I needed to complete each order separately). It put a hold on the Gray order, saying it could only process 2 trade ins at a time, and cancelled the Blue order, saying that I exceeded the number of orders per household. I called order support, and they were able to lift the hold on the Gray, but for the Blue they suggested I just go ahead and put in another order. I did that, and an hour later, the Blue was cancelled again. I called order support again, this time was told there may be an issue with the system because they are getting a lot of calls with this exact issue, and they issued me a ticket saying the tech team will try to un-cancel my order. So now I’m waiting for the result, hopefully will be resolved before the pre-order period ends so I can get my full trade in value (it’s 3x what I will get anywhere else) - something tells me it will be harder to get that trade in value applied retroactively.

Anyone else having these issues? The order support guy made it seem like it was a recent issue, but I think its an outsourced BPO team support, and those are a bit hit or miss in terms of accuracy of information.

 

[Rose4uKY]

Has anyone had success in placing multiple orders with trade-ins on Samsung’s website? I placed an order for a Gray unlocked S20 with a trade in, then placed one for a Blue unlocked S20 with trade in (it wouldn’t let me add two to the cart, I needed to complete each order separately). It put a hold on the Gray order, saying it could only process 2 trade ins at a time, and cancelled the Blue order, saying that I exceeded the number of orders per household. I called order support, and they were able to lift the hold on the Gray, but for the Blue they suggested I just go ahead and put in another order. I did that, and an hour later, the Blue was cancelled again. I called order support again, this time was told there may be an issue with the system because they are getting a lot of calls with this exact issue, and they issued me a ticket saying the tech team will try to un-cancel my order. So now I’m waiting for the result, hopefully will be resolved before the pre-order period ends so I can get my full trade in value (it’s 3x what I will get anywhere else) - something tells me it will be harder to get that trade in value applied retroactively.

Anyone else having these issues? The order support guy made it seem like it was a recent issue, but I think its an outsourced BPO team support, and those are a bit hit or miss in terms of accuracy of information.

When me and my husband we're getting our S10's you were only allowed one trade in at a time then once one person got theirs you could trade in another. One per household at a time. I ended up going to BB and he stayed with Samsung.

 

[Lobwedgephil]

Yeah this is a known issue previously, guess it still is happening.

 

[j_hansen]

Have a read of the T&C's I'll guarantee you it's explained there

 

[GrumpyMomofMacR]

They let our household do two. My husband was able to preorder with a trade in after I made the same kind of preorder. He was getting an Ultra and I was getting the pink S20. But I’m not completely sure I’ll be happy with the smaller phone so I did a backup order of an Ultra, 512 GB. Samsung put a hold on that one. I decided it was too expensive and canceled it. They sent me a “Sorry to see you go email with an offer of a 10% discount). I put in another Ultra preorder for a lower priced 128 this time. They made a hold on that order, too. This works in my favor because I don’t know if I will go through with it. If I like the S20, I won’t. But I was trying to order a third phone with a trade in and you are only doing two. I’m thinking you’re the victim of a glitch.

 

[WizeGuyDezignz]

My girlfriend and I live together and both have the same shipping address in our Samsung accounts. We both ordered the S10 with trade ins on the same day and they both went through with no problems.

We both ordered the S20 Ultra on the same day with trade ins and they both went through fine again. Both have shipped. No emails about issues, etc.

So I'm not sure what's going on, but ours have been going through just fine.

 

[Rlin5741]

I see - perhaps my issue is that I ordered both under my Samsung account rather than on each account

As far as T&C goes, it's one trade in per phone purchased, not one trade in per family.

 

[WizeGuyDezignz]

I see - perhaps my issue is that I ordered both under my Samsung account rather than on each account

As far as T&C goes, it's one trade in per phone purchased, not one trade in per family.

Yeah, possibly. We have separate Samsung accounts but the same shipping address.

 

[treecastle]

I ordered two Ultras both with trade ins. They were separate orders, but they're both one their way and will be here tomorrow.

 

[ibcop]

I placed two orders myself - one is out for delivery today but the other hasn't shipped yet but shows delivery March 6th. Weird how it falls into place.

 

[Rlin5741]

I ordered two Ultras both with trade ins. They were separate orders, but they're both one their way and will be here tomorrow.

Did you order under the same samsung account, or different ones?

 

[Rlin5741]

Got movement on my ticket, turns out it was a mistake. However this order customer service agent said that the reason was that only one device trade in per household is allowed to be processed at a time, and because I live in an apartment building, the addresses are making it look like multiple people in the household are placing orders with trade ins. Seems odd - billion dollar company has a website that cannot properly process addresses in apartment buildings, but so be it.

However, she is NOT correct about the one at a time rule. Per Samsung's T&C (https://forums.androidcentral.com/e...e-in%2Fterms-and-conditions%2F&token=7XucMREs), last paragraph of section 1, I am allowed to have two outstanding at one time:

You may only have two outstanding Trade-in Devices per household at any given time. If you try to purchase more New Samsung Devices under the Trade-in Program when you already have 2 Trade-in Devices that needs to be shipped to Samsung, those additional purchases will be placed on hold until the first Trade-in Device for your first New Samsung Device purchase is received at which time the first-in-line additional purchase will be processed. After such additional purchase is processed and the corresponding Trade-in Device is received and processed by Samsung, the next-in-line additional purchase will be processed, continuing in such manner until all additional purchases have been processed and all corresponding Trade-in Devices have been received and processed.