Samsung Trade-In Program NIGHTMARE

[Scottie15]

My apologies if this has already been posted in a different thread, but boy did Samsung bend me over.

Had a Pixel 2 XL on pre-order but decided to cancel when I saw that Samsung would give me up to $300 for my LG G$. My G4 was in stellar condition, as I had an Otterbox on it for the entire 2.5 years I had it and never dropped the phone. The screen was intact, the phone held its charge, it was not blacklisted, etc. Some water was in the back of the device when I opened the back of the phone with wet fingers and the water damage sticker turned pink. However, I powered down the phone immediately, removed the battery, took apart the phone and blow dried it to ensure everything was fine. The phone continued to work flawlessly. But just to be sure it would be eligible, I started a chat with a support representative to confirm I was eligible, which he rep was able to confirm. I attached a screenshot of our chat transcript.

After speaking with Samsung Support, they told me they had to "escalate it to advanced support", which probably means I won't hear anything back. They said it would take 3-5 business days. I decided to create a Twitter Account just to blow them up. They also said they wouldn't give me my existing device back. I'm absolutely pissed off and will probably not go back to Samsung after this.

Does anyone have any similar stories regarding this, as well as any results from the fallout? Was anyone actually able to be credited for the trade-in after this?

 

[SpookDroid]

So, are they saying the device is damaged? I'm sorry, I didn't really understand if that's the issue from your post. As for them not giving back the phone, unfortunately, it IS pretty clear in their trade-in terms. It's mentioned a few times. Yes, it's a horrible policy, but it's there: once sent in, the phone will not return.

Did you, by any chance, take pictures or video of the phone working prior to shipping if they claim it's not working? Was it fully unlocked (I've heard people leaving their phones boot-locked and, again, since it's in the terms, that is automatically void and you get the 25 bucks trade-in value)?

 

[Scottie15]

So, are they saying the device is damaged? I'm sorry, I didn't really understand if that's the issue from your post. As for them not giving back the phone, unfortunately, it IS pretty clear in their trade-in terms. It's mentioned a few times. Yes, it's a horrible policy, but it's there: once sent in, the phone will not return.

Did you, by any chance, take pictures or video of the phone working prior to shipping if they claim it's not working? Was it fully unlocked (I've heard people leaving their phones boot-locked and, again, since it's in the terms, that is automatically void and you get the 25 bucks trade-in value)?

They said: "The following conditions were not met: Normal Wear & Tear". I did not take any pictures of the phone, unfortunately but am waiting for them to get back to me as to what prompted them to charge me.

I know that their terms and conditions say as far as not getting the phone back. But to take my phone, say that it doesn't meet the conditions, even though it does, and then refuse to give it back is robbery.

F*ck Samsung.

 

[SpookDroid]

Hopefully you'll be able to get this sorted out. Personally I've only done a trade-in with them once (from the Note 7/8 promo) and had no issues trading in an old S5 that hadn't been used in ages. But I was concerned with that 'you'll take what we decide your phone really looks like and there's no way you're getting your phone back' policy, so I documented the trade-in before I shipped it.

 

[jimd1050]

Did you print and send a copy of that "Chat" with the phone as proof of what THEIR Tech Support guy said? I would have done that for sure, just to be safe!

 

[Scottie15]

Did you print and send a copy of that "Chat" with the phone as proof of what THEIR Tech Support guy said? I would have done that for sure, just to be safe!

I can print a copy. Just waiting to hear back from their support team first on next steps and then I'll send it their way. I need to know the exact reason why they denied it.

I want to love Samsung, but garbage like this makes it difficult. Been an Android OS user since I started using cell phones (never owned an iPhone and I live about 20 minutes from Apple HQ), but at least with Apple I can walk into the store and talk to an actual person.

 

[jimd1050]

I can print a copy. Just waiting to hear back from their support team first on next steps and then I'll send it their way. I need to know the exact reason why they denied it.

I want to love Samsung, but garbage like this makes it difficult. Been an Android OS user since I started using cell phones (never owned an iPhone and I live about 20 minutes from Apple HQ), but at least with Apple I can walk into the store and talk to an actual person.

...yeah, and then become an iZombie! At least with Android, you still make your own choices...
...ugh, this'll open a can o' worms!

 

[Scottie15]

...yeah, and then become an iZombie! At least with Android, you still make your own choices...
View attachment 273384 ...ugh, this'll open a can o' worms!

Trust me, it's not something I want to do, but taking my phone and charging me $275 is not cool. I prefer better customer service.

 

[TheDonJ77]

So, are they saying the device is damaged? I'm sorry, I didn't really understand if that's the issue from your post. As for them not giving back the phone, unfortunately, it IS pretty clear in their trade-in terms. It's mentioned a few times. Yes, it's a horrible policy, but it's there: once sent in, the phone will not return.

Did you, by any chance, take pictures or video of the phone working prior to shipping if they claim it's not working? Was it fully unlocked (I've heard people leaving their phones boot-locked and, again, since it's in the terms, that is automatically void and you get the 25 bucks trade-in value)?

What do you mean fully unlocked or boot locked? I thought you just had to remove all logins, passwords and any and all security locks (FPS/PIN/SWIPE,etc)?? I have to send in a phone as well and that's what I was gonna do b4 I did a full master reset and send it back, is there more/something else that needs to be done??

 

[SpookDroid]

What do you mean fully unlocked or boot locked? I thought you just had to remove all logins, passwords and any and all security locks (FPS/PIN/SWIPE,etc)?? I have to send in a phone as well and that's what I was gonna do b4 I did a full master reset and send it back, is there more/something else that needs to be done??

If your phone had an antitheft lock (password to boot and/or factory-reset), yeah. If you don't remember to remove that they apparently won't be bothered and discard the phone

 

[TheDonJ77]

If your phone had an antitheft lock (password to boot and/or factory-reset), yeah. If you don't remember to remove that they apparently won't be bothered and discard the phone

Oh okay, got it. Thanks.

 

[kway_NY]

Samsung Support SUCKS. Been there, done that. Now I will Only buy Sammy products through AT&T who stands behind what they sell.

 

[Chromium 4]

I guess I lucked out. I too traded in my LG G4, got the $300 discount and a free Gear 360 to boot. I used their email system to keep track of things and took a screen shot of all exchanges for "just in case."

 

[Scottie15]

Just an update:

I contacted them, they escalated my ticket to "Advanced Support" or whatever it's called. They said 3-5 business days until I get an update. Not holding my breath, but after this experience, I won't ever do another trade-in for Samsung, or maybe never purchase through them. I'll just take the Verizon bloat + Visual Voicemail, VoLTE, Wifi Calling, etc. over a horrible CS experience with Samsung.

 

[Scottie15]

I am blowing them up on Twitter until I have my issue resolved. They're response on Twitter: "We also ask that you remove all personal information form the public tweet."

Nah I'm good. Until you stop robbing people of their phones and $275, I am not doing any of that.

F*ck Samsung.

 

[SpookDroid]

Like I said before, I'm sorry you've had that experience, but mine was more than smooth, and the three people I know traded in via Samsung was also uneventful. Not defending them or making your case less, just stating what I went through. And when the Note 7 flight ban hit, they got taken care of my case even when abroad in an instant: leave the phone at the airport, payments are taken care of, come home and pick up a temporary S7E (since I wasn't at one of the airports they had the exchange booths at). Samsung CS has been very good in MY case.

 

[Coalby]

Yes! Complete scam! traded in my Note5 great condition. Got an email saying it didn't meet normal wear and tear. I call said they would escalate it haven't heard back yet.

 

[Coalby]

Have you heard anything from Samsung yet? I called last week to dispute my trade in they said i would try an email in 5-7 days. I called back today after hearing nothing and the lady tells me she will refresh my claim and I'll hear from them in 15-31 days! This is a run around scam!

 

[Scottie15]

Like I said before, I'm sorry you've had that experience, but mine was more than smooth, and the three people I know traded in via Samsung was also uneventful. Not defending them or making your case less, just stating what I went through. And when the Note 7 flight ban hit, they got taken care of my case even when abroad in an instant: leave the phone at the airport, payments are taken care of, come home and pick up a temporary S7E (since I wasn't at one of the airports they had the exchange booths at). Samsung CS has been very good in MY case.

I am happy to hear your trade-in went well. But a quick google search and you can see that Samsung ha swindled hundreds of people out of their perfectly functioning devices all while charging full retail for their phones. Sounds like trade-in roulette to me and if that's the case, I should've just played screen roulette with the Pixel 2 XL.

 

[Scottie15]

Have you heard anything from Samsung yet? I called last week to dispute my trade in they said i would try an email in 5-7 days. I called back today after hearing nothing and the lady tells me she will refresh my claim and I'll hear from them in 15-31 days! This is a run around scam!

They also initially told 5-7 days. I waited 9 days and called on Friday. They told me they can "escalate" the case again but that it would take up to 14 days. I told them they told me 5-7 days and that I was getting sick of the run-around. I asked what was the sole reason for charging me, he said "water damage" but that he saw that I had a chat transcript from their rep saying my phone would be fine for a trade in as long as it met the criteria they listed in their T's & C's. He said I will most likely be refunded but I told him I needed a response and a confirmation.

In the meantime, I will keep blowing up their Twitter feed with screenshots and exposing their fraud. I keep getting private messages to address my concerns but they haven't addressed them yet so I'll keep calling them out.