Samsung Tradein - No Full Refund, No Contact, 4+ Mths for Zfold4

LilWhat on 19/05/2024 - 01:02
Last edited 19/05/2024 - 01:03

Hello everyone,

I don't know if anyone else has experienced a similar issue, but I did write a post before because it had been more than three months after I delivered the phone and Samsung Trade-in/Asurion had not notified me about my trade-in.
Previous post: https://www.ozbargain.com.au/node/841059

After multiple attempts to contact them they finally refunded me however I was supposed to receive $700 they only refunded me $200, and they claim it's classed as NGWO (Not in Good Working Order), they said there is damage on the back camera.

Despite having bubble wrapped the unit, there was no damage when I sent it, only damage I had on the phone was Fold screens screen peeling which is covered under warranty. Also, they did not even send me an email or message informing me that there was damage, or that my refund was being processed, or anything else. Absolutely no contact, It's only when I checked my bank transactions I had noticed $200 refund. I'm not sure how the $500–600 damage to the camera's rear is calculated, either.

Additionally, I looked at the TradeIn app, but it says nothing about rear camera damage. It mentions back glass, but I do understand that's just playing with words.

Other than that, I'm not sure where to go with this. I sent "Asurion" an email, but I never heard back from them either.

If anyone can help that would be really apprieacted.

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Comments

  • Dogs on 19/05/2024 - 08:40

    I had a similar problem told them it was working fine when sent I asked them to send it back, I always take photos before sending it. A few hours later they emailed me telling me there was a mistake judging the trade in and my full deposit would be refunded. Tell them you will escalate the complaint to Samsung and produce the photos. Good luck. `

  • AndyC1 on 19/05/2024 - 09:05

    Need to do more OZB searches as there are allot of posts about Asurion trade in issues.

  • CyberMurning on 19/05/2024 - 09:48

    Search asurion and please be brave reading.

    Lucky just 4 months i got charged after 11 months (zero communication)

  • Bruceflix on 19/05/2024 - 12:19

    I will never do business with Asurion again. I don't know if their practices are even legal in Australia and I don't know why Samsung tarnish their name by using them. They are a scam.
    2 reasons. My mother, elderly, keeps her phones in mint condition. This I know. Sent a galaxy s21 for trade-in. They claimed a ~1mm scratch on the back and reduced trade-in to $1 from about $300. Not my phone and I didn't see it packed but based on 3 decades of phone usage it would be a first. There appeared to be no way to appeal or even get the phone back.
    Other reason was my supposed Samsung Care+ 3 day change took 1 month on my S23 U last year. Not the service I paid for. Never again will I pay for Samsung Care+ or trade-in with Asurion.

  • Mewx100 on 10/07/2024 - 21:58

    Same thing happened to me. My experience with Asurion has been terrible. I messaged Samsung too but they have not been able to do much so far. I would stay away from Asurion.

    • LilWhat on 10/07/2024 - 22:11

      Yea I just emailed Samsung again yesterday cause Asurion sent me email saying they're refund me $300 but 4-5 days later another email saying sorry we sent you email on accident. It's been like 6 months now. Every time I email Samsung they say they'll pass onto Asurion and they will contact me and they never do

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