topic Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP in Samsung Shop

TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

HanS21ultra — Mon, 23 Aug 2021 10:10:49 GMT

HELLO ALL,

PLEASE BE CAREFUL BEFORE SEND PHONE FOR TRADE-IN TO MTR GROUP LTD WHO HANDLE TRADE IN CASE ON BEHALF OF SAMSUNG. THEY DAMAGED MY PHONE AND DEMANDING EXCESS PAYMENT FOR PROCESSING TRADE IN DEVICE. LUCKEY I AM , I HAVE TAKEN PICTURES BEFORE SENT IT TO SAMSUNG.

NO SPECIFIC REASON GIVEN, AS WELL AS NO PROFORMA INVOICE GIVEN, PAYMENT DEMAND DIRECTLY BY MTR GROUP WITHOUT SATISFACTORY ANSWER. VERY UPSET WITH SAMSUNG PURCHASE OF S21 ULTRA. I WAS FAN OF SAMSUNG BUT AFTER SPENDING NEARLY £1499.00 WITH NEW S21 ULTRA DEVICE AND ACESSORIES, GOT TRAP BETWEEN MTR GROUP AND SAMSUNG. WITH PRESENT EXPERIENCE NEVER EVER TO SAMSUNG MOBILE...
PLEASE PLEASE PLEASE BE CAREFUL BEFORE GET TRAP ON TRADE IN SCAM. YOU WILL BE NO GO SITUATION AND FORCE YOU TO PAY £100.00 FOR EXCESS. TAKE PICTURE OF YOUR DEVICE ALL THE ANGLE, IF POSSIBLE VIDEO AS WELL...

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

JAMES4578 — Mon, 23 Aug 2021 10:38:53 GMT

I am aware that customers have had issues with Trade In Devices, certainly best to take photographic evidence for peace of mind some of the issues arise around the stated condition of device. However I wish to point out that this is not universal and members including myself have had no problems with MTR. I also purchased an S21 Ultra via a Trade In a few months ago.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

HanS21ultra — Mon, 23 Aug 2021 11:59:47 GMT

Both pictures from them before and after inspection. Phone arived in working condition and technician uplifted the screen. fter inspection... Technician

Both pictures from them before and after inspection. Phone arived in working condition and technician uplifted the screen without release of rear panel..

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Blessed4life — Mon, 23 Aug 2021 12:17:00 GMT

Hi I have also had an issue with samsung customer service, I purchased the s21 ultra 16GB 512GB version via pre order, with a trade in device, like new s10 for £300 off, via PayPal payments, so I could pay it off different amounts each month, instead they cancelled my PayPal payment & took the money from my bank account instead, even though my PayPal credit was £5000, that was my first sign I should of took note of but said, i wanted the phone anyway thinking it was a £1000 taken, anyway after receiving my trade in pouch from samsung, I sent it off I even made sure just to send them the special delivery receipt of my trade in device via email, three weeks later I receive the device back, no email explaining why, so I call samsung thinking they made a mistake by giving me the three hundred pounds deduction & sendingme backthe phoneby mistake, the service centre staff member said on their system it didn't say anything about them sending it back, that they'll investigate & get back to me, which they never did, but they did take £300 from my bank account, once again without an email or explanation why they did, so I ended up pay £1370 including an s-pen & a phone case.
You live & you learn.
I bought tv's, s3, s4, s6, s7, s8, s9,s10, buds plus.
Never again will they get my money.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

HanS21ultra — Mon, 23 Aug 2021 12:54:09 GMT

I agree with your post. I passed through same kind of worst customer service by Samsung's customer service as well. No proper communication. Call centre located outside of UK and no clue to solve problem, only sweet talk but no solution even does not want to listed to customer request. Never reply according to request, your request something and answer something elase. No complain procedure. No manager available to talk or contact details. Cut off phone call during the middle of conversation with excuse that they can not hear me.... ( 4 times happened )....... Once they could not solve the issue use this trict ..... Can not hear you .... Lol

As reputed brand in the market after sales service is worst .... 👎👎👎

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Easty — Mon, 23 Aug 2021 16:59:13 GMT

Also had issues with trade in, selected it , put in imei details , All good , went through as full price , queried it with samsung as I thought maybe they refund when trade in device had been inspected but was told trade in hadn't gone through and there was nothing they could do !
Raised a compliant and was told I'd be contacted shortly which , surprise surprise I never was

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

walkerx — Wed, 25 Aug 2021 06:54:13 GMT

I'm only trading in my watch and taken photos of it, it was always used with screen and case protector, the band had only been used for a few days while waiting replacement so I'm hoping my trade-in goes fine.
One think checking the delivery signature it just says signed by a person first name, no proper signature and no surname.
I always take care of my devices and keep the boxes and won't be too happy if they try to reject my trade-in after seeing posts like these.

Even my Pixel 3XL that died after an update was still in mint condition as though new when sent it to Google after 30 months, plus my old phones and watches are still in good nick.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

WelshPaul — Wed, 25 Aug 2021 11:11:31 GMT

@walkerxwrote:
used with screen and case protector
I never understood why anybody would use a screen protector or case with a watch? And then trade it in for a lower price compared to selling it private?
I have used my Watch 3 since it was released, without any protection. It's been bumped, knocked and even dropped and looks almost immaculate. I even painted the living room ceiling yesterday and forgot to remove it... It was covered in speckles of Dulux White Emulsion lol.

(Images would go here but it won't let me add them)

I washed it under a tap. Only mark is on the bezel after a previous bump. That's to be expected though, due to its colour. The watch body and back hasn't got a mark on it anywhere. I could replace the bezel easy enough, but why bother? The strap is looking worn mind, I have plenty more in my draw that I can replace it with.

One of the reasons I like the silver watch over the black is that they don't show up any marks or scratches after small knocks and bumps.

Re: Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

walkerx — Wed, 25 Aug 2021 11:50:06 GMT

I've had other watches that got damaged being knocked about or when scraped on something accidentally, so for a few quid don't mind having that extra protection, just same as when you protect your phone.

The trade-in on the GWA2 was £150 and worth it seeing I only paid £30 for my GWA2 and it 2 year old.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

walkerx — Thu, 26 Aug 2021 08:27:04 GMT

Further to my previous post, just got confirmation email saying my trade-in is completed.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Ali90 — Mon, 11 Oct 2021 14:15:34 GMT

does anyone have an email address to complain to?

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Forestpct — Wed, 13 Oct 2021 21:02:55 GMT

Oh dear! I wished I had read this sooner. I, like others it seems, am at the receiving end of a nasty experience with a Samsung trade-in offer. I was enticed to trade in my Samsung Galaxy S10 Plus for a new S21 Galaxy Ultra. I was offered £200 for the phone plus an extra £100 as a promotion. The S10 was in pristine condition and, as with previous phones I've owned, I was planning to sell it via Eb££ on the expectation it would fetch around £225-250. Having accepted Samsung's offer, I duly sent the S10+ to the trade-in centre and received a £300 discount on the S21 Ultra. About 2 weeks later, I received a demand to pay a £50 excess as, according to the trade-in group the phone was " Device Faulty – Screen burn; navigation and notifications bar visible on default background". This was accompanied by a low quality photograph which, I assume, was meant to demonstrate this fault to me but was only just about good enough to make out the IMEI numbers and certainly didn't show any evidence of the supposed issue. Subsequent correspondence with the trade-in group has just resulted in basically "pay the £50 if you want to keep the new phone or £300 if you want your old phone returned". No way am I doing the latter as I don't trust them to send the phone back quickly or undamaged so I'm requesting real evidence of the "screen burn" and it's effect on the usability of the phone. Await their response but I've gone from a real supporter of Samsung to one very disappointed customer who feels they've been scammed.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

HanS21ultra — Thu, 14 Oct 2021 08:01:07 GMT

Hi,
Please contact Samsung customer service and please ask for more proof from them for damage. They always recoed video for arrival device and inspection of it. Please demand video or more pictures.
I did not pay a penny and they secretly process the claim without any argue after I demanded report of inspection and more proof.
Hope your claim get processed without paying any access amount to them.

Feel free to contact me if I can help you out.
Thanks

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Fever105 — Thu, 14 Oct 2021 23:06:54 GMT

I got the same email and paid. I just found this thread, I feel like a fool.

I blame myself. I was in a jolly mood just after speaking to my mum in over 2 weeks.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Roy46 — Sat, 16 Oct 2021 08:57:26 GMT

I also wish I had seen this info before embarking on the trade in deal. My old phone is a galaxy A3 so not very expensive but was offered a £100 trade in. At the moment they acknowledge receipt of the phone but I keep getting warnings that my new phone will be locked in 24 hours unless I send my old phone back.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Lovethebrand — Tue, 15 Mar 2022 06:44:58 GMT

I have received a similar email from MTR group saying that my pristine Z Fold 3 had a vertical line. Very poor image which did not show imei number. Have asked for a better photo, now I cannot view the original photo. Trust Pilot have a lot of issues posted about this company. Samsung, why did you not do due diligence checks? This company is single handedly ruining your reputation in the UK. MTR are asking me to pay £150 for a phone that was NOT damaged when it left me and are now not responding to my emails. Samsung you need to get on top of this before you lose customers.

Re: Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Lovethebrand — Tue, 15 Mar 2022 06:48:22 GMT

Hi, could you provide with details how you contacted Samsung Customer services to obtain the video or pictures. Also, how were you made aware that your claim was processed?

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Members_mRYkQhR — Thu, 14 Apr 2022 16:36:29 GMT

Hi just had the same issue with MTR,

I contacted samsung support but they just gave me two emails and phone number. So i directly reply to email with the photo and demand for payment plus i emailed helpdesk@samsungrecycle.co.uk.

Tryed to phone them but they are closed now.

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Members_8SISbkZ — Tue, 24 May 2022 08:55:53 GMT

Just had the same problem with MTR today have left it in the hands of customer services to be investigated sent in a galaxy s9 plus and they have sent a hard to see picture saying screenburn there was 100% no burn on the screen when I sent it off 4 weeks ago

Re: TRADE IN NEW TRICK BY SAMSUNG / MTR GROUP

Anonymous User — Fri, 01 Jul 2022 16:38:00 GMT

Just had an email with a picture of a smash camera glass with a sticker on the back with my IEMI number on it. I packaged it so it was physically impossible to damage so they've either broken it or they are fraudulently using another phone to scam me. I've asked for a video and they just keep threatening me. I suspect they get comission for "identifying" issues and end up trying to scam customers. I've raised a complaint with Samsung and BBC Watch Dog. I'll raise it with Trading Standards too as it's defrauding vulnerable people. Samsung should address it quickly before it publicly damages their name