haven't got email from Asurion re: return of trade in device.
what are you doing if you are in the same situation? wait or send the device going thru their portal?
[Pre Order] 20% off Samsung Galaxy S25 Range + Bonus Discounts: e.g. $150 Trade-in @ Samsung Edu & EPP Stores » All Comments
Anyone know what the current best deal is for the S25 now?
Sent in my perfectly fine working Galaxy S10+ to Asurion, no scratches on screen itself or back of phone still have the original screen protector on that it came with out of box, Asurion has stated that they have graded it as not good working order and claim that the phone is physically damaged they have provided three links to download images of the device but have tried several times across different browsers and they won't download but it lets me download the return label perfectly fine.
I plan on calling them first thing tomorrow morning, any advice on dealing with them?
I took photos of the phone the day before I took it to the post office to send in, posted it in the original packaging.
Ask for it back and tell them to charge you the trade-in cost of the S10+
Ooh good idea, they wont charge me any of the trade-in discounts i received will they?
Am also concerned about the possibility that it was damaged during shipping to them though.
They won't send your mobile back in my view.
They are notorious for claiming good quality phones to be damaged.
@Formula: Have a read of the following reviews
https://www.productreview.com.au/listings/asurion?sortBy=rat…The first review says that they intentionally damage the phones.
@ShazOz: I always take reviews online with a grain of salt. As people are more willing to post a review when there is something in it for themselves (e.g when peeved).
Sadly when good stuff happens, not many are willing to spend the time to make a post.
Not defending Asurion, but just stating the facts. Interesting that not one of them actually posted photos when making the negative review (as the Product Review system does allow for that and gives more credibility to their complaint).
People complain because they want to change the result they have been dealt…. not because they are doing it out of the greatness of their hearts.
@lplau: Agree. I would bet some of those are BS because people tried to game the system and didn't get away with it, although im sure some are true. Some people just ignore scratches and then say its in perfect condition as in their mind, it's irrelevant. You see if often on marketplace where description says perfect condition but photos show damage or see it when you go look at it.
Something i ticked during trade in process made it Non Good working order somehow but Asurion changed it to Good Working Order after assessment and refunded. I assume they could have easily kept it as non good working order and not refunded if they are bad as some claim.
Let us know how it goes. If you haven't already let them know you have photos of the phone's condition. Might make them go back on what they said.
I was a bit nervous they might pull something similar so i took a recording of the phone's physical condition, turning the phone on and showing there's no linked accounts/lock, turning the phone off and packing the phone 😅Taking a video of myself packing the phone would have been a good idea, but I do still plan on letting them know I have the pictures of the phone working and in good condition so will see what they say will update tomorrow if I get time to contact them.
I called up and got them to email me the images showing the alleged damage and the damage they are claiming is the backpanel being lifted, which in my photos there was no visible lifting of the backpanel which as bad as it is in the image I was sent I would have noticed.
Wrote out a nice long message as I was going to try dispute their assessment and request my full trade-in value but clicking submit logged me out of the trade-up portal.
Debating if I just request the device back and sell it elsewhere, my only concern is that it conveniently gets lost in transit.
Yikes! That doesn't sound good. Did you tell them you have photos?
If they're acting like that, they might have damaged your phone or send you a completely different phone. Maybe try telling them you have photos and if that doesn't work, that you'll report them to ACCC?
They have done the exact same thing with my S9+. Claim screen is not working/has damage. Phone in perfect condition when it left. Also cannot download the images of the device.
Funny that last time when I upgraded and traded in with Ausurion took one year to reached me and ask me to send the device back to them. With current update error and holding up my refund and trade in, I decided to not send trade in and sell it to Mobile Guru and let them keep my security deposit. Got more money from Guru anyway. Now it is the matter of when they are going to clear that error and refund me. (with buds pro cancellation)
Still haven't received a refund for my cancelled accessories (which I did on the 23rd before the loophole closed)
Have you received your phone?
Received on the 6th Feb, also sent trade in and it should be delivered today
you should call them up and ask
Same. For me they kept saying "wait 7-10 business days". Ugh
My S25U Jetblack 256GB(ordered on 24th January) was supposed to arrive on 12th February but got delayed to 13th and then just stuck there, so I called Star track and they told there was a flood in the Sydney warehouse and they just submitted an enquiry on my behalf. I still haven’t received any update on it.
Do I have to pay back Samsung the amount of trade in offer if I don’t send my trade in phone to Asurion?
they've already taken it as a security deposit?
I believe they will ask for $60 if you don’t return the item
If you are talking about the bonus offer, Samsung do reserve the right to do so but it is highly unlikely. There are genuine reasons the trade in do not actually work out like losing phones before sent out or smashed phone. Plus, Asurion already took the money that factored in your final cost of your new phone.
Yes I’m asking about the bonus offer
I received this email from [email protected]. It mentioned $60. It doesn't mention anything about trade-in bonus.
Thank you for your Samsung Trade-Up order XXXXXXX. We hope that you're enjoying your new device.
Our records show that your original device has not been sent to us as part of your recent trade-in.
Sending your original device is super easy!
Transfer your data to your new device.
Unlock and disable all passwords and security features on your original device.
Erase any data by performing a factory reset and remove your sim card.
Take your original device and this email to your nearest Australia Post outlet.
Australia Post will take your original device and send it to us when you show them the eParcel label attached to this email.
Ensure you obtain and keep your lodgment receipt from Australia Post as proof. You will not be charged for packaging and delivery costs.
Charges and Refunds
If the condition of your original device matches what you declared to us, we will process a refund of the Security Charge in full. If your original device does not match the condition you declared to us, we will contact you.
Please note, if you don't post your original device to us in the next 7 days, we will charge you a late return fee of up to $60, which is non-refundable.
If you've recently posted your orginal (omg there is a typo in their mass mail) device please ignore this email.Looks like late return fee is $60 regardless of value. I got the same email quoting $60 even tho my trade in item was only worth $1.
It just an automatic email and it said "up to $60"
FYI -
Used the GALAXY2025 code and attempted to partial cancel my order. Was hoping to cancel the Galaxy Buds Pro 3 order and chat advised they cannot cancel the order as it is part of a bundle. They also then advised that if I were to return it, it isn’t guaranteed that the return will be accepted and it will have to go through a case manager.
Seems like Samsung are catching on to the loophole.
I can guarantee that any partial return in an order with GALAXY2025 will be rejected. They caught on 2 days into this and blocked cancelling accessories and now we've all been rejected from returning accessories. They will only accept if you return entire order.
Another data point for anyone wondering about sending a patently incorrect tradein device: whereas someone got a nasty response for sending some earbuds instead of a watch, I sent a >10yo android phone that didn't match the IMEI I used for the $10 tradein value, and they've just sent the below reply.
TLDR: They're just keeping the $10 tradein value/security charge, not threatening a late fee or reversal of any discount voucher.
"We have an update for you regarding your recent Samsung Trade-Up order. We've received the device you sent us for xxxx. Unfortunately, the device we have received doesn't match the device you were required to send to us as part of your Trade-Up order making the device ineligible for the Trade-Up program. As a result we are returning the incorrect device to you and will not be refunding your Security Charge."
Nice
Ill share back to see whether they accept my earbudsanyone else doing this… send in something else.
I might buy a broken Samsung phone (like Galaxy s7) off marketplace for 10$ and send that in instead (I put in a fake IMEI Samsung a12 in my original trade in application). In hopes they don't charge me $60. Thoughts?
Save your money and send them a rock
Has anyone actually done that yet and we're successful? Ie weren't charged the no phone trade in fee?
Make sure the rock is at least 20kg so they have to pay for shipping. You need to get your $60 worth
Heard That if you don't send anything in, they will not charge you late fee only keeping your security charge.
Yes that may well work out, I think it's too soon to tell for this year.
if you don't send anything in, they will
notcharge you late fee
alright I've sent in a old phone instead of my proper phone, see what happens lol
I was actually intending to send the proper phone but discovered the tiniest crack in corner which case had been hiding. Not worth sending it in and only getting $1 for it
I sent them an old S2 >10 years old. They accepted it. Refund my deposit $1. No charges.
Thanks to everyone's comments regarding getting better value for well-kept phones and just cop the late-fee, I decided to not trade in my wife's old device with Asurion (S21 5G 256GB - $165) and just sent it to Mobile Monster who was paying $335. This was the main reason I didn't choose to trade in my S23 Ultra to Asurion anyway since they were only offering $550 or something like that.
Here's the final numbers, for me upgrading from a Galaxy S23 Ultra 512GB to the Galaxy S25 Ultra 512GB
Deductions:
- Galaxy S25 Ultra 512GB + Galaxy Buds 3 Pro = $1048.42 (after all applied voucher codes and trade in value)
- Including the $165 trade in value which I'm not getting back, plus an assumed $60 fee for not sending the device, plus the $20 for the $100 Galaxy eVoucher+ promo would bring this total to $1293.42Credits:
- I was unable to return the Galaxy Buds 3 Pro, and sold them on Facebook Marketplace for $210
- Mobile Monster fully approved $730 for the Galaxy S23 Ultra 512GB
- Plus Mobile Monster code for bonus $30 for selling them devicesFor the upgrade from S23U to S25U itself, it costed me $1293.42 - ($210 + $730 + $30) = $323.42
If I factor in the wife's old S21 (hasn't been in use for a year) that was also sold in this process ($335) then on paper it's a "free-but-not-really" upgrade lmao
How did you get the 30$ code from mobile monster?
Got it in a newsletter email, I think it's generic - SUMMER-30
Nice. Thanks
Just received the s25 256GB. I checked the value of the s24 256GB on mobile guru and mobile monster, and the prices have decreased considerably overnight ($500, $400, respectively).
Mobile Monster already dropped yesterday, maybe late the day before that but i'm assuming that is due to the S24 sales meaning you can get one for under $500 with trade in.
you could have booked it in prior to receiving it? that's what I did..
but yeah I see the S24 512GB has gone down from 650 (good) to 520
funny thing is, after the S25 being released, they actually increased the good price from 620 to 650. That was weird.
I sold it for $550 on Marketplace, considering the asurion trade in for $510 + $60 fee, I did okay in the end.
Edit. Yep, i should have booked the trade in before receiving the phone. No major loss.
time will tell if you get charged that $60 fee
Hi All, just received our pre-ordered S25U and S25+. We are still waiting for the Buds3 Pro.
Just wondering how we suppose to send our trade-in devices to ASURION?
We have not received any instruction and also I was hoping they would send us return envelope etc so it doesnt cost us extra money.Do I need to contact ASURION to get the return sorted?
Thanks
I received an email from Asurion once my Samsung order is marked as complete.
Now you have received your new device it's time to send your original device to us. The process is super easy!
Steps for sending in your original device:Transfer your data to your new device.
Unlock and disable all passwords and security features on your original device.
Erase any data by performing a factory reset and remove your sim card.
Take your original device and this email to your nearest Australia Post outlet.
Australia Post will take your original device and send it to us when you show them the eParcel label attached to this email.
Ensure you obtain and keep your lodgment receipt from Australia Post as proof. You will not be charged for packaging and delivery costs.https://samsungtradeup.asurion.com.au/
Asurion will provide shipping label. You don't even have to print it out. I took pictures of the phone beforehand, and wrapped it in bubble wrap just in case, no box. Then went to auspost and showed them the label with barcode, they scanned it, used their shipping satchel and said that was it.
Asurion refunded me the deposit today, but still dont have the accessories refunded after I cancelled them on the first day the orders opened. I think it might be tied to the update error on the order. Might give it till end of the week before contacting support. If they arent going to give me a refund, then they can at least send me the buds
Suggest contacting Samsung now so your case can be escalated to a case manager. I just did that after waiting for nearly 2 weeks. You should get a case number and going from there. Yes, the problem is that the order was showing as being delivered when in fact, it was already delivered. That is also the reason why I didn't get the Asurion email as well.
Did you just generate the return label from the link in their original email?
Followed up with chat already but trade in still stuck at 'update error'. Anyone's unstuck yet?
yes Update error. no email from Asurion to return trade in device. wait n watch for me
There's so much chat about Asurion after reading so many pages. Is there any actual verified info ?
Send wrong device = security charge + $60
Don't send in = security charge + $60Is this accurate ?
My situation is I no longer have the phone used for trade (lend to relative)
So if i should buy a $10 phone from fleabay or don't bother, if both cases result in the same outcome.The first delivered phone was on 6th Feb iirc so if they got the 14 day email from then and didn't send it in, they would be charged tomorrow the fee.
Too soon to know what people have been charged
So I've had Samsung/Asurion contact me the day of when my new Tablet arrived, so it's clear that they know the sale of the tablet is complete and has arrived. I've had the s25 for two weeks and nothing from Asurion.
On top of earlier comment suggesting no $60 fee for sending wrong phone in, I also read T&Cs that had no mention of $60 fee for sending the wrong phone. We'll see though.
Yes, that's why I chose to go this fiddly route. Although previous years I gather they didn't ping anyone the $60 even if they sent nothing - too soon to know on that front.
Except the fact that you agree to it specifically in the checkout page…
https://files.ozbargain.com.au/upload/348872/119919/screensh…
Looking forward to more comments of people's experience. I have 5 more days to go until hit the limit 14 days.
I just got an email from them:
This is the final reminder to post your device within the next 24 hours, otherwise we will charge you a late return fee of up to $60, which is non-refundable.
I have removed the paypal authorisation anyway, but the current terms do not allow it to be charged.
I hope asurion advises samsung all the accounts that used burner credit cards or removed authorisation and cannot be charged the late fee.
This is a scumbag move and is definitely not in the spirit of ozbargain
why?
I have already explained to you previously when you asked, and you didn't respond.
https://www.samsung.com/au/trade-in/terms-and-conditions/ does not provide them with the right to charge it.
The T&C linked in the trade-in email are DIFFERENT FROM https://www.samsung.com/au/trade-in/terms-and-conditions/@bohn: Because you agree to it when you check out: https://files.ozbargain.com.au/upload/348872/119919/screensh…
Not sure why I'm getting downvoted on my old post, you have to click 'accept' to proceed and we all had the same checkout page.
@bohn: So what? You can't proceed without accepting the conditions which include the $60 fee as per the screenshot. This is captured as consent in their platform. If you didn't want to be charged the fee you shouldn't have ticked agreeing to it.
@bohn: The T&C say they will charge you the late fee if you do not send it to them after 14 days.
If you send it to them between 14 days and 90 days, they will accept it and you enter into the contract for sale of your device.
If you send it after the 90 days, they will not accept your offer.
@CodeXD: Yes, this week they have updated the terms to include it, the date at the bottom now says 2025-01_STI_OL
I saved the webpage on Jan 31, and the document was 202407_STU_OL
So, again, they are the scumbags, who have just updated the website with a later version of the terms after we have purchased it.
@bohn: I also have both and terms 5.7 regarding failure to post, and 7.3 for late returns have the same wording.
Here you go, comparison between the two. Feel free to upload your own copies if you don't believe me
@CodeXD: not sure, but there are now 3 copies of T&C floating around.
2023 is different from 20245.7 says you may be charged a late fee in accordance with 7.3, but 7.3 does not say you will be charged for not returning. Only returning late.
I do know for a fact that Asurion is using outdated terms in their email, and, in their portal. In cases like this, I believe the most recent T&C at https://www.samsung.com/au/trade-in/terms-and-conditions/ will take precedence but we'll see what happens
However, the current one specifically has the condition that if you don't send within 14 days you will be charged late fee.
You mean this bit?
If You return Your Existing Device to Us more than fourteen (14) days but less than
ninety (90) days after the date on which You receive Your New Samsung Device, We will:That relies on sending something back.
However, the current one specifically has the condition that if you don't send within 14 days you will be charged late fee.
It does not specifically say that if you don't send within 14 days you will be charged, it says, IF YOU RETURN your device more than 14 but less than 90 days, you will be charged the fee.
Where is the bit about a fee for not returning at all?
Don't be like Trump and just keep repeating falsehoods, eh.
@CodeXD: Yes it may be, and , 5.7 says it MAY BE , in accordance with 7.3
7.3 DOES NOT MENTION NON-RETURNS
@CodeXD: Page 10 is a definition mate, not the clause that says when it is issued.
Page 10 defines the Non-return fee, and, 5.7 dictates that it may be charged, in accordance with 7.3You need to follow the trail, not just read a definition
Show me where, outside the definition, that you get a fee for a non-return, not a late return of a device.
FYI the scumbag move is having multiple Terms and conditions floating around - having https://www.samsung.com/au/trade-in/terms-and-conditions/ say one thing, and the email another.
@bohn: Some conditions can be addendums to further conditions in the checkout process you know right?
@thedean: Asurion are using outdated information, the T&C linked in the email is from 2023, not 2024 - which https://www.samsung.com/au/trade-in/terms-and-conditions/ is.
I am guessing the trade-in portal is using the same incorrect information
https://www.samsung.com/au/trade-in/terms-and-conditions/ takes precedence
@thedean: Yes, this week they have updated the terms to include it, the date at the bottom now says 2025-01_STI_OL
I saved the webpage on Jan 31, and the document was 202407_STU_OL
So, again, they are the scumbags, who have just updated the website with a later version of the terms after we have purchased it.
@bohn: But it's irrelevant, because you consent to the late charge at checkout. It's not like this fee is totally unknown, it's clearly just moving the checkout consent into the T&C's.
Did you not read the conditions of the trade-in at checkout? Pretty sure there is a South Park episode about not doing that…
Has anyone who has successfully canceled their accessories already received a refund?
Yes
No
My s25U order from the 25th of Jan is still waiting to be shipped. still says "shipping 13th feb", Samsung called me to apologise but no update on when it will arrive.
Should of asked for compensation. $50 refund was offered for last year's delay with S24U blue colour.
A quick update about my refund case for cancelled accessory;
I bought the phone with a case and a pair of bud3 pro and cancelled the buds right after purchase.
I didn't receive the refund after the phone delivery and had to contact them a few times to follow up. Today, I got a call from them informing me that the refund will be proccessed in next 1-2 days; case closed!They said the same to me, but I haven't gotten a refund (phone call was on Monday)
That's a bummer!
I have no reason to not believe them. Will wait for 2 days and see how they go.
I followed up multiple times, they gave me 25th Feb as due date for refund. I will wait until then and will go through bank to charge back after that. We have email from Samsung to confirm the cancellation.
I received my refund today!
I received my S25 Ultra yesterday. With my $200+ of accessories. I've tried to apply to return the accessories. But the Samsung Shop app and the Samsung web site keep throwing errors. I chatted with support and they told me that: Due to order having the accessories deal applied. I would have to return the order in full. I can't just return the accessories. Does anyone have any advice?
Sell them on Facebook. You're only trying to return them because the discount was removed from the phone. If the discount was off the accessories only you wouldn't bother.
Samsung is aware of this loophole and have closed it now due to abuse of it.my advice is to read the comments from past week - same issue with everyone else. Sell it off on fb marketplace
Yep! That's what I did with mine. Only got $120 for the new/unopened Buds3 :(
after removing the film of my trade in phone I just realised the scratch on the screen is more like a crack. If I sent it in, I might avoid being charged late fee but what else? Should the Misgrading fee just be $94, the different of what the trade in value they agreed, which is $95, and the final assessment value $1? So I am pretty much lose the fully functional phone for $1? Do they give a chance for me to disagree and ask them to send it back? would that be an extra cost for doing that?
Yes
Yes for which question?
Yes, to all the questions.
@jimojr: so, there is extra cost to send back to me, right? thx. can't find where they mentioned it.
@fadingcolor: I received this message three days ago: "Unfortunately, the device we received does not match the one required for your Trade-Up order, making it ineligible for the Trade-Up program. As a result, we are returning the incorrect device to you and will not be refunding your Security Charge."
However, I have not received any updates since then.@jimojr: interesting. so did they charge you the $60 late return fee?
I just got this, ive sold my original $1 tradein device….send them another device - or how do i cancel? the original CC used to make a payment has been canclled as i closed my account.
Charges and Refunds
If the condition of your original device matches what you declared to us, we will process a refund of the Security Charge in full. If your original device does not match the condition you declared to us, we will contact you.
Please note, if you don't post your original device to us in the next 7 days, we will charge you a late return fee of up to $60, which is non-refundable.
If you've recently posted your orginal device please ignore this email.
Is anyone else getting a 'contact sender' for their Asurion trade in device auspost tracking? It was showing 'Awaiting collection
Awaiting collection at WETHERILL PARK BUSINESS CENTRE' then changed to 'Contact sender
In transit'….Nope. my said delivered.
Mine ended up changing to delivered to regents park nsw. I can only assume Asurion redirected the delivery since it was originally awaiting collection at Weatherill park.
I've been charged $30 today for non-return of $1 trade-in device.
how many days has it been since you received your phone?
14 days
I have been charged $60 today for not returning my tradein phone.
Ausrion valued my S23 plus at $405 and instead I sold to Mobile Guru for $570. Mobile Guru initially valued it at $610 but after receiving the phone they reduced the price to $570 as there are few scratches.
Just got charged $30 for a cracked screen $1 phone that I didn’t return, was expecting $60 but this is a better outcome
how many days has it been since you received your phone?
Received the phone on 6 Feb and got charged yesterday
Mine aswell.
Asurion received my trade in yesterday and processed refund today. Showing in my account already. Samsung my rejected accessory return request but I sold it and made an extra $10. Happy!
Also confirm a $30 charge for a $1 trade in.
I made 2 purchases on separate accounts, both phones were ordered and delivered on the same day, still waiting for the other $30 charge to be advised.I did however cancel one order after doing the $1 trade-in via credit card etc as I missed one voucher during the ordering, so was "charged" and extra buck, not seen that refunded as yet, and will not bother chasing it up either, my time is more valuable.
Just got charged $60 even though I sent my trade in this morning.
Is today the 14th day from when you received your phone?
around then, i got an email yesterday saying send it within 24 hours which i did. hopefully get that 60 refunded
i got charged today when i sent my trade off in the post last Saturday. Going to be some angry emails floating around…
Did they reply?
yes. Told me that i was charged because item was not sent off. Following on from that, i sent another comms to mention that it was already sent off a week prior, this was done on Sunday. Radio silence since then….. i am going to give it a couple more days after then ill try initiate a chargeback with my card provider. Do you have updates on what you have done?
@hocm: If you posted it on a Sunday, does that mean you just packaged yourself and dropped it into a red box instead of lodging it with staff to trigger the sent notifcation to Asurion?
@8azinga: Posted on Saturday via post office. Got tracking number and everything all done by the book. One week later got charged the late fee, and on Sunday messaged them to complain
got charged $60 for not sending $75 watch. I guess next time I am trading in something $1
anyway 75 plus 60 is 135, while I sold the watch for 250. couldn't cancel accessories but sold the buds today. overall I broke even going from s24u 256 to s25u 512 with a case on top
You got $75 discount when you bought the phone anyway
true. I am just counting backwards from the amount I paid total vs what I got back, and essentially I paid nothing for this upgrade, and the watch I traded in was freebie from last year's preorder mayhem
out of topic here. for those who bought the jet black variant, do you experience an s-pen rattling issue? mine rattles slightly when the phone vibrates. i googled it and found reddit threads where many users reported the same issue. :(
Interesting find. I just tested on my Jet-black and it DID indeed rattle. However I just did some testing on it and found when I spin it around so the S-Pen button is facing the top screen rather than the bottom, it fixed it. I never used the S-Pen so by default the button was facing down.
I tested by going into Settings > Sound & Vibration and choosing Basic Call Vibration so it loops the vibration and put my thumb against the pen. When the button was facing down inside it rattled, facing up it didn't.
Thanks for sharing! I rarely use the S Pen and didn’t take it out until the second week after my phone was delivered. I just tried the trick, and when the button is facing up, the issue doesn’t happen. Oh well, must be a design flaw. Glad mine isn’t as bad as what some people are experiencing on Reddit.
Thanks for the fix! Just worked for me on my titanium blue s25 ultra
Thanks was also experiencing, glad it turned out to be an easy fix!
Got charged $60 for not sending in a $15 broken iPad (cheapest I could find at the time). Would have thought it would be $30 max..
Any idea what the threshold is for $30 vs $60 charges? Regretting not finding the $1 option but still a good deal overall.
Placed an order on 23 Jan 2025 with $1 watch tradein. I did not send the watch. Asurion just charged $30 on my credit card. Happy they only took $30 :D
Are there any users here who did the Asurion trade and didn't send a device, and have NOT been charged yet?
I got charged $30 by Asurion today for $1 trade in value.
I decided to keep my earbuds 3 pro after watching this video. It actually fits really nice and snug in my ears, I love it!
https://www.youtube.com/watch?v=EAQXndvcCWM&ab_channel=Hayls…
3 pro are a keeper! I didn't need new buds so I chose the ones that fit under 200 free accessories threshold (buds 3 non pro) together with the case I wanted, and sold them
buds 3 pro are nice if you need new buds.
I got charged $10 then Samsung cancelled the order for no reason. Got refunded for the order but not the Asurion fee. I manually cancelled the tradein id. Still no refund since 29 Jan.
I sent in an older wrong phone 3G, still working though, a more than ten years old phone. I didnt get charged. I received an email today (exactly 14 days after I received my phone), they confirmed that they received my phone and will be processing my refund to me which is just $1 (deposit). And I avoid any charges.
I received an email a few days ago… acknowledging they received my phone, a day after Australia post confirmed delivery but mentioned it was busy time atm for them. I am guessing, they are swamped with many many trade-in phones, mismatched, unsent, delayed etc… they might have thought… it's just $1… dont have time to check. Instant approval refund. expect it in within 5 days.
I did the same - I sent in my S7 when I said I was going to send in a "broken screen" S8. I was expecting them to send it back to me but they approved it.
Not sure if it was worth the $1 discount but at least I avoided the $30 late fee for $1 trade in.
I sent in an old S2 hehe
I sent a working 10-year-old Huawei Y6 instead of the non-working Huawei P30. I just received an email confirming that the device matches the provided information, and the $1 security charge will be refunded. I guess they found the phone to be worth more than $1! Either way, I’m glad I won’t be charged the $30 late fee.
I'm guessing the shipping to send back isn't worth it so they're just approving them. They told me they'd send it back but I haven't heard anything (was a $10 trade though).
Just received my 2 phones today and they sent me the completely wrong order. Did anyone experienced similar issue?
I'm assuming it's not in your favour?
Is it just wrong colour or a lower model , or what?Luckily it was in my favour. Just wondering if Samsung will contact me to send the phone back. Mrs wanted s25 256GB but got s25 Ultra 512GB. A tad on the large size but she's not complaining. Didn't get the case and screen protector I ordered which I'm more than happy to trade for the Ultra!
Obvious question but is the parcel addressed in your name lol
I think it happened to me once before, was meant to get S22 Ultra with case, but end up the case didn't come together with my S22 Ultra, and when I check the picking slip, it was someone else's name and no mention of casing on that person's picking slip! But same model though! So I ended chasing up for my case. FYI, the shipping label on the parcel is correct!
@cloudie9: Wow! They just sent me another package today with the correct order.
Wondering if I should request a return to hopefully get a refund. Or should I wait for them to contact me to return the wrong order. Anyone know if they can block IMEI.
@duckieboy: Technically you are meant to return it, but it's up to you. It's more of a moral thing tbh
@geshc: Definitely a moral thing. I'll do the right thing and return it. If I'm lucky they'll give me full refund on the order. Good Karma if that happens lol
@duckieboy: They can block imei, but I'd suspect if it was a pick error they won't know what imei is missing without a stocktake. If it was another customers order different story.
I think you're safe, they'd contact you first before anything else.@thedean: It's the same order number on both packages so I think you're right. Just a pick error as they must be super busy fulfilling orders.
Maybe they're taking revenge against those of us who are doing that with our trade-ins :D
just curious, if anyone was suppose to send to Asurion a high trade in value phone in good working condition (say S24) $510 but instead decided to send a wrong, older 10+ years phone of significant lower value but
got back their full deposit $510, and
did not incur any additional charges (late fee / mis-grading device fee)
I planned to trade in my wife's old S21 Ultra 256GB for $260 trade in value, however after removing the case, have now realised the back glass screen is cracked. I've read a lot of forums where people have advised that when retuning a damaged phone, they take the phone and only offer $1. The phone works perfectly, there is just a crack in back glass cover.
Not sure what to do in this case. Do I send them another old phone, and cop the loss on the security deposit? If I send them a different phone to the one indicated, will I avoid the $60 late return fee or still cop the $60 fee?
If anyone has found themselves in a similar situation, would be grateful to get your opinion.
Send another old phone within 14 days to avoid late fees. Check mobile monster/guru for how much your phone is worth as a trade in there. Might end up even or ahead hopefully. GL
For those who traded in an S23 or S24 and actually sent it in to Asurion, how did the phone get packaged up by AusPost?
I took in my S24U today in the original box, and the AusPost guy said it has a paid small padded bag included and they usually don't send the box - just a loose phone in a padded bag (as the box doesn't even fit in the bag).
There was no way I was putting an unprotected S24U in a padded bag, so I paid extra for a bigger bag that the box fitted in.
I'm curious of other's experience, as this seemed ripe for Asurion receiving a phone with a smashed screen or damaged edges.
No box. I took the phone and wrapped it up in a lot of bubble wrap by itself.
I guess that will do the job too. Amazed there isn't any safety packaging included as part of the return.
Seems like laziness by Asurion and puts a lot of additional risk on the person trading in.
I was allowed to choose the smallest box. The staff member then wrapped the phone packaged in it's box in bubble wrap. Then tapped up the box. I have done a watch in the past that wouldn't fit in the provided packaging, I bought a bigger satchel.
I look the efforts of putting my phone in a cardboard box with lots of foam.
So do you just take the phone in Aust post and they will put it in a padded bag for you?
I wrap the phones in bubble wrap then and give it to Aust post.
Just take the phone in it's box. Add the other DIY packaging if your not happy how they're packing it.
I put my S8 in the original box and gave it to Auspost who put it in a parcel box and added a couple of padded bags. Asurion received it and got my security deposit refunded.
All worked out in the end. Even with a bit of a scratched S-Pen and a slight dint on the corner - I was refunded the security deposit last week.
No way did they just accept my old, bootloader unlocked, Knox tripped, custom OS, custom kernel, forked-battery, Samsung S6.
I actually wanted them to return it lol, it was our backup phone. Got $1 for it. Sigh
next time I am sending them an old nokia non-smart phone
I bought a broken phone off market place for a couple dollars to send in instead. Still waiting on the outcome as it's the wrong device but others say it has avoided the late fee.
Interested in the outcome of this!
@coopzr: @coopzI I had selected a random A21 marked it down to 1$ trade in value when buying. I sent in some old broken Samsung Note. Yesterday they accepted the wrong phone I sent in. Hence refunded the 1$ security charge and didn't charge the 30$ late fee (which is what they have been charging for 1$ trade in value this year).
Anyone here got their tracking number provided under the Order status differs from the actual delivery? (Phone arrived with a different tracking number). Hence until now Samsung's still showing "5 Feb label created by sender. shipping info received by Australia Post" when clicking on Track Item button. Well, can I claim I haven't received it? 😂
There is an AusPost tracking number and a StarTrack tracking number, they are ultimately the same. Nice try though.
In case anyone is attempting to return their accessories. I escalated my case and was advised the following -
"As discussed in our phone conversation, we would like to inform that we have received your escalation requesting to return the accessory on your order. Please be advised that we have reviewed your order and can confirm that a promotional discount was applied after adding an eligible accessory on your order and returning the accessory after taking advantage of the additional discounts violates the terms of the promotion. Therefore, partial cancellation or return of the accessory is not allowed due to the promotion applied on the order. Should you wish to still return the accessory, the other items on your order must be returned as well under our Change of Mind policy within 14 days from receipt of the product. Our Change of Mind policy states the following below."
FB Marketplace it is I guess… Hoping to get at least $200 for the buds, but highly doubt it.
Expected and fair response from Samsung.
just sold mine today for $200
Such a screw around trying to get the refund for my accessories which I cancelled on the 23rd of Jan, they keep pushing me along and saying it will be processed in 7-10 business days, this is 5 times now
Same here.
Same here
Same
Finally got my refund from Asurion for my trade in device. Sent it on 15/02, delivered on 21/02 and refund received today.
Btw, for anyone having fit issues with the Buds 3 (not pro), I bought a wing silicone sleeve from Aliexpress and it keeps the buds in my ears and is relatively comfy. Only thing is you need to buy a protective case with a lock otherwise the lid can't close. Also, you need to remove the sleeve when connecting to a new device.
I ordered 2 X S25 ultra & 2 X Buds 3 Pro on 13-Feb and just received 2 X Buds 3 Pro yesterday.
As to S25 Ultra, Samsung website shows the delivery will be on 24-March which is another 4 weeks later whichi is quite late.
I went to my order and noticed I can tick Buds 3 Pro only and return them.
May I knonw if I my mobile phone order will be cancelled if I choose to return those 2 Buds 3 Pro?
Anyone has done that could share the experience with me would be highly appreciated.return wont be approved
Did anyone that submitted the jotform for the free accessories, actually hear back yet? Not heard anything yet, and it's been a little while now
Maybe you didnt qualify? They said you will receive an email if you qualify for the promo.
No email for me
Glad I'm not the only one, I definitely submitted in time
Apparently the bonus gifts are still on the way. They are experiencing delays logistically. Allow up to 90 days for delivery after promotion date.
No, it will just turn up unexpectedly.
Surely they'll email at some point, to give confirmation of tracking info etc? Is this how it usually happens?
You must be new, no.
I hope so. Previously I entered a Samsung Member's promo to get a free case and accessories but never got anything
Finally got the refund for buds 3, cancelled the accessory on the 24th of January. Chased them up on live chat about 1.5 weeks ago. Not sure if that helped or it was already on its way.
Finally Tradein with assurion has finished. I had selected 1$ Samsung tab S4 (2018) for Tradein. But my actual fradein device was Samsung Galaxy Tab from 2014.
Got email today that they have received the device and it matches the device specified for Tradein. They will refund $1.
No 60$ or 30$ deduction.
I guess, for Assurion, sending the $1 non-matching device back to me is costlier, so they are approving tradein, or maybe due to the Tradein device being samsung. Not sure. But I am happy and thanking Assurion🙂So I recieved an email from Asurion on 20//2 saying it was the final notice and I had 24hrs to send in my trade in device. I selected a device that was $1 and didn't bother sending it in, however it seems 2 weeks on and still no $60 charge or follow up email.
In the past, I got another email 2 days later after the final reminder/notice saying I was charged.
They've probably got a few thousands of backlogged phone to go through so they won't charge unless they know that your phone isnt there.
Double check the card you used too.
I checked the card and nothing has come up. Will continue to monitor.
I bought S25 ultra 512GB + buds 3 pro for $1,204.22. My extra cost were $20 e-voucher + $31 Asurion fee. I luckily sold my S24 256GB for $750 on Marketplace, which bring down my out of pocket to $505.22. I'm so over the moon, considering current S24 price drop.
Just got charged $30 by Asurion now for not sending back the non-existent Samsung Galaxy Watch 6 40mm, noted as damaged, $1 value, with a random serial number.
Pretty happy with that considering I got the tradein bonus and voucher bonuses as well when I got the S25 Ultra.did they take $$ for your trade-in voucher bonus ?
Nope, nothing affected, only the $1 and $30 charge on my credit card.
Asurion is saying
"Your device value has been adjusted to $10.
Our team has found that its physical condition does not match the information provided to us when you completed your Samsung Trade-Up.
The issue or issues we have identified are: Device has a functional issue, Device condition did not match the condition declared
As a result of our assessment, we have determined that a Mis-Grading Device Fee of $135 applies. The Mis-Grading Device Fee is deducted from the Security Charge, so you would receive a refund of $10 for your trade-in device."Literally perfectly working S21 128gb sent, I even have video of it working. Either Australia Post broke it during shipment or Asurion is vile.
Yes got the exact same message. Replied back to them and rejected their statement and have video evidence that it was in working order as it was packaged in its original box.
Ask for evidence of what the issue is. If they persist, then say you want the device back.
Not implying you did anything wrong but did you remove the Google lock / factory reset the device?
I read a few comments saying this counts as not functional which is pretty tough… keen to see if this is that
I did factory reset. First tradein was no issue but apparently the second they have a problem.
yeah factory reset twice, captured video about the process and after.
This is the reason I always select $1 trade in and send them nothing.
If you send nothing, they'll charge you $30. But if you send in anything, even a non-working device, they won't charge you.
"we can confirm that assessment of device has been completed. We had emailed you with the assessment outcome since condition of the device did not match the condition you had informed during the Trade-up process. The issue based on the assessment outcome is headset function issue with the connection. We have refunded you $10 already and have attached photographs regarding the assessment reason. Please feel free to reach out if you have any questions."
What headset function issue? The S21 5G does not have 3.5mm audio port, only usb-c and that port is charging the phone. it connected fine with samsung buds for the last few years.
I'd ask them to provide evidence or send the phone back. "Headset connection issue" is so generic…
Headset connection via usb c is in the Samsung diagnostics check you can do yourself before sending it in. You do need headphones that have usb C or adaptor though.
I was charged $300 for the trade in voucher but i did not send my phone, does that mean they are gonna charge me $60 + i wont get the $300 voucher security deposit back? or should i dispute with my bank ? :D
That is right. You dont get refunded the $300 and they will charge $60. You have nothing to dispute.
I got the refund for the buds today after multiple attempts with Samsung chat. So basically paid just $995 for the phone and screen protector.
Nice. They seem to have stopped replying to my emails.
Chat with them and ask the case to assign to a case manager, also ask for the case number.
No luck. Chat was helpful and said just needs to be closed off as it's stuck. Case manager not allowing refund.
@funky: You can try charge back from the bank. And also continue to talk with online chat reps as different person responds differently.
After watching all this years reviews on YouTube about the S25U vs last years S24U - the general consensus was it was a dud release this year (considering the lack of hardware updates) and I wasn't expecting any excitement at all with the upgrade.
Surprisingly, I'm enjoying the S25U much more than last years phone. It may be software updates only, but it feels snappier everywhere, the photos seem reasonably better, and it sounds louder for audio.
There was so much visual noise in my less-than-perfect-lighting photos from the S24U, so I'm very happy to say good riddance to that.
I am finding S25U impressive so far coming from S22U. Very huge notables:
1. The sound quality is just much much better
2. Photo came out really sharper and nicer
3. The overall resolution seems sharper and nicer
4. It seems to handle loads quite well with apps naviation snappier
On Friday, I finally got my refund for the buds accessory I cancelled on 23/01/2025. It took 2 case managers to handle this after first, making me wait 2 weeks to allow automatic refunds which never came and when it got escalated once to a case manager, it got cancelled after a week before finally being taken over by another case manager who took a week to verify my delivery (despite me sending emails saying I only received two items).
The refund came through ONE day before my final afterpay instalment and managed to slip in through into the Afterpay system for reduced final payout.
Hooo boy I don't think they are gonna make it easy for refunds like this next time. By the way, the Ass hasn't emailed me as yet asking to send in the traded-in phone but they have already charged me $75 for the trade-in value. I am going to wait for a few months before selling my phone offline for a few more quids.
I canceled the Buds3 Pro on 23/01/25 and received the phone on 06/02. I sent an incorrect no working phone to Asurion on 24/02 and received the $1 refund on 28/02. However, I still haven’t received the refund for the Buds, and I have never contacted Samsung.
If you cancelled accessory before the phone was shipped, you need to contact Samsung on chat and ask for it to be assigned a case manager. It needs manual intervention to refund.
Last year, I didn’t contact Samsung, but I still received the refund after 3 weeks.
@jimojr: Last year is last year.
This year Samsung blocked cancelling / returning accessories for refund after day 1.
@CodeXD: I'll give them some extra time. For my other order, I didn’t cancel the buds, but I sent the wrong watch. I received an email stating that they would send the watch back to me and wouldn’t refund the $10 security deposit. However, it has been more than 2 weeks, and I still haven’t received the watch.
@CodeXD: Yeah. Things have obviously changed. I dunno, too many people knowing the loophole or something given the same loophole was there last year and nobody in the Samsung world gave two hoots about it.
@Jimojr, I suggest you chase for your refund. As long as you have that confirmation email that the buds were cancelled AND the delivery excluded the buds, they have no choice but to refund you.
@burningrage: @burningrage Thanks for the advice. I escalated to case manager but not allowing refund. Mentioned have the confirmation email and non delivery. See how we go before chasing PayPal.
@funky: They asked me the copy of the confirmation of cancellation email AND the email they sent before they delivered the goods which excluded the buds. If your case manager isn't asking for any of these two, I'd say they are dicking around with you. They did however confirm to me that their own logistics team also confirmed the delivery of the phone which excluded the buds.
These were their words
"I wanted to inform you that our logistics team confirmed that there were two items that had been allocated for your order. I will coordinate this matter with the internal team to confirm our next course of action. I will keep you informed as soon as there are any updates."
Note the word "two items".
@funky: Same here. They asked to return the whole order in order to receive Buds' refund becuz partial order cancellation isn't allowed!? (I cancelled on Feb 23 midnight and got email confirmation). If not, they'll redeliver the Buds.
@funky: Update: After providing cancellation confirmation email and proof of shipment without buds, case manager said they have passed it onto Finance team and currently waiting update from that team. Another waiting time….
@123nkj: If you did get the cancellation confirmation AND the buds were not delivered on delivery, then they cannot legally force you to return the whole order. What is happening here is that they overcharged you and you're entitled for a refund for the overcharge.
They cannot keep going back to the anomaly they kept parroting because when they have given you the cancellation confirmation and the delivery that excluded the buds, they have effectively accepted that was the final order that resulted in an overcharge (ie: they accepted and fulfilled the sales contract in full without the buds).
The anomaly is not your concern.
samsung support is the worst :)
After a month and a half of going back and forth with Samsung and still not getting a refund, I've decided the open a dispute and escalate with PayPal. It's unbelievably stupid when support keeps telling me that it isn't marked as completed on their end when the order clearly shows it's been delivered and that the accessories have been cancelled. I feel like it's pretty cut and dry when it's laid out like that? So how does it take more than a month to get it refunded?
Only a few business days once they start the process on their end, so add a few more days for delivery i guess