topic Re: Re: Re: UK Trade-in is a huge failure in Samsung Shop

UK Trade-in is a huge failure

MB089 — Wed, 17 May 2023 18:47:18 GMT

Hi,

I need your support to address a frustrating issue I've encountered with Samsung UK.

In early February, I purchased a Samsung S23 Ultra through their trade-in program, andI sent my old device as instructed within the required timeframe.

Unfortunately, two weeks later, I received a notification that my device was locked. Despite my repeated efforts and providing proof of postage, Samsung UK has been unresponsive. After going back and forth for 3 months, their latest response states that the Royal Mail Fraud investigation team couldn't verify my postage receipt and that they demand me pay the promotion back.

I find this shocking as I have a video of me posting the device inside the post office branch. I have a genuine receipt from the main post office branch in my city and also tracking information.

And surprisingly if you use the tracking number which is printed on both the trade-in label provided by Samsung as well as my receipt if you use that tracking number it clearly states that item was received by Royal Mail stating the date and name of the Royal Mail centre.

How come that Royal Mail admits they have received the item and at the same time denying the authenticity of the Post Office receipt?

I really regret going through all of this headache having paid a lot of money and losing my old S22 ultra device and now I have a device about to be locked and I need to pay lots of money. Please avoid the whole UK Trade-in program as I see lots of issues on this page regarding it. I wish I never used it.

I am deeply disappointed with Samsung UK's lack of communication, delayed resolution, and failure to address my concerns as a customer.

Please advise me what can be done at this stage? Should I contact Royal Mail myself or go to a small claim court or solicitor?

Re: UK Trade-in is a huge failure

NawtyRobot — Wed, 17 May 2023 19:11:37 GMT

Did you pay extra for special delivery and signed for? I am guessing not,

That what I always do if royal mail loses it I have some insurance

Re: UK Trade-in is a huge failure

BandOfBrothers — Wed, 17 May 2023 19:19:29 GMT

Hi @MB089

What an awful situation to be in 😔

Samsung will lock out the phone due to the trade in phone not being recieved unless the money is paid unfortunately.

I've only ever traded in one phone to Samsung and that was in a Samsung Experience Store.

I'm not certain how your going to be able to resolve this without paying the excess I'm afraid.

You can certainly try and escalate this as much as possible with Royal Mail however in regards to Samsungs side of the contract until they've recieved the phone the contract hasn't been fulfilled at your end.

I wish you all the best with this.

Re: Re: UK Trade-in is a huge failure

MB089 — Wed, 17 May 2023 19:21:30 GMT

No I didn't, I have always used the tracked 48 label that comes with the products. I never knew that it was such a big issue.
In either case regardless of the type of postage, it seems that Royal Mail is denying it.

It should be Samsung's responsibility to choose the appropriate method of returning the device. I would have been more than happy to return it to a local branch or use services such as DHL or others if advised to do so.
If a corporation as huge as Samsung sends you a device and label I would not hesitate in using these particularly that I recently moved to the UK and didn't know that there are issues around using Royal Mail tracked services.

Re: Re: UK Trade-in is a huge failure

MB089 — Wed, 17 May 2023 19:24:13 GMT

Thank you for your answer.
The problem is I tried earlier calling Royal Mail and they advised that since the label is Samsung's then Samsung should be the ones contacting them and escalating the situation. So I feel now stuck between Samsung reluctance to escalate and Royal Mail not responding to me.

Re: Re: Re: UK Trade-in is a huge failure

NawtyRobot — Wed, 17 May 2023 19:30:41 GMT

It your responsibility to get phone from you to the trade company. Yes they provided a prepaid postage but they aren't responsibile for it arriving that is really your problem.

I am not justifying, saying it right or have no sympathy, just stating the fact it is your responsibility

For the sake of £11 or whatever it is it, it's peace of mind for you

Re: Re: Re: UK Trade-in is a huge failure

MB089 — Wed, 17 May 2023 20:13:42 GMT

How am I supposed to know about this if I never had any issues before? The company sent only one trade-in label with no other options or notes suggesting I use a better service. Why would I choose a different service? The label shows a tracking number and a trade-in reference number. Why would anyone assume that it is rubbish and that they should pay for additional postage service?

I have returned online products many times and I always use the label that the company provides to me.

If what you are writing is not a justification then what is?

Re: UK Trade-in is a huge failure

NawtyRobot — Wed, 17 May 2023 20:23:02 GMT

It's not justification at all, I am just saying I don't trust anyone so rathe pay extra, I always have.

I am just stating a fact you don't have to liek it but it is what it is

And its not I don't feel bad for you, because I would be livid if that happened to me

Phones have been lost or stolen many time and people have posted on here many times and I just advised them the same s I am advising you. It may not help you in this case but I can only advise you of my best practices

I don't work for Samsung or royal mail but fact is mail does get lost

Apologises if it didn't come across as that

Re: UK Trade-in is a huge failure

MB089 — Wed, 17 May 2023 20:30:51 GMT

No problem mate, I guess your response is useful for whoever looks up this problem in the future. But for me, the best advice would be how to escalate.

The problem is most people never look up such posts or visit this forum unless they already have a problem which means it is too late to use a better postage label.

Re: Re: UK Trade-in is a huge failure

NawtyRobot — Wed, 17 May 2023 20:36:29 GMT

I guess you best option is to escalate it with Royal Mail but those guys usually weazel out of it with some thing about not being able to guarantee it

There are so great mods on here maybe they can provide assistance or advice as to what to do next
I would be so upset I can't live without my phone as it is, but best of luck

Re: Re: UK Trade-in is a huge failure

BandOfBrothers — Thu, 18 May 2023 04:30:06 GMT

You're very welcome @MB089

Unfortunately your stuck between a rock and a hard place 😕

You've followed the process set down and now find yourself left in a terrible predicament.

Sadly parcels can and will be lost in the Royal Mail System.

Due to this some have resorted to using different sending methods provided by Royal Mail which include insurance.

I appreciate not everyone knows of the difference options to send parcels.

When I've sent parcels off the Post Office Clerk has usually asked me what I'm sending and the value of the item.

I guess this is to then to be able to offer a more covered mailing option in regards to tracking and insurance.

Royal Mail have a process in place in regards to lost parcels and should initiate these.

Be firm but polite when escalating this with them.

Samsung will only be able to react to what's in front of them in this situation I'm afraid.

They obviously have no direct control of Royal Mail and would only become responsible for the phone once it arrives to their Returns Department and have signed for the package.

I really appreciate this leaves you in limbo with the current situation meaning a possible locked out phone and the very real possibility of having to pay what Samsung reduced the phone in relation to the valuation of the traded in phone.

Would you again let us know how you get on with your situation please @MB089

Re: UK Trade-in is a huge failure

AntS — Mon, 24 Jun 2024 07:41:15 GMT

Very much appreciate the unhappiness and frustration, @MB089 , and not sure if the team here can do much to help on this one at this stage. But if at any time you’d like us to take a look at your case to see if there is anything we can do from here from the Samsung side of things, then please send us a Private Message with any relevant information (e.g. your name, contact details, reference numbers etc.) to our Sam_UK account (Guide on how to send a Private/Direct Message here if you need it: https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-community/m-p/2637894)

I hope that it does get sorted for you regardless.

Re: UK Trade-in is a huge failure

rana92786 — Mon, 10 Jul 2023 13:13:12 GMT

I am going through exactly the same process! It was their label. tracking shows as it has been received by Blackburn DO . So now why is it my responsibility to chase up Royal Mail. It is their job. And we arent the only ones. So what are this 3rd party company playing at.

Re: UK Trade-in is a huge failure

rana92786 — Mon, 10 Jul 2023 13:14:01 GMT

it isnt your job to insure. The label is provided by the 3rd party. And our job is to hand it over to royal mail.

Re: Re: Re: UK Trade-in is a huge failure

rana92786 — Mon, 10 Jul 2023 13:16:52 GMT

actually you are in correct. If samsung have provided the label then they have taken responsibility. Otherwise they could keep it simple and say send it to us at your cost. Now we cant contact royal mail because it isnt our label!

Re: Re: UK Trade-in is a huge failure

NawtyRobot — Mon, 10 Jul 2023 13:28:21 GMT

It your job to get it there, you can take the risk and use free total label and not insure it but that's down to you.

Your responsibility doesn't end when you hand it over, it ends when they recieve it and sign off

Re: Re: Re: Re: UK Trade-in is a huge failure

NawtyRobot — Mon, 10 Jul 2023 13:30:44 GMT

Providing a label doesn't mean they have take responsibility, it means here is a label

I think it even says you can pay extra to insure it somewhere

Re: Re: UK Trade-in is a huge failure

rana92786 — Mon, 10 Jul 2023 14:24:50 GMT

how can royal mail offer insurance on a label that you havent purchased? Today when i spoke to samsung - they asked me for proof of postage. and because i couldnt find receipt after 2 months she was hell bent on this angle. I told her they have the label they provided they could check themselves. but was unwilling to budge. thankfully found the proof of post. Now lets see what the story changes to.

Re: Re: UK Trade-in is a huge failure

MB089 — Mon, 10 Jul 2023 14:29:41 GMT

Hi,
I escalated this many time with Samsung over the course of 6 months. The response was that they asked Royal Mail to investigate and according to Samsung, Royal Mail has denied responsibility and accused me of fraud.
I then asked them to re-escalate with Royal Mail and provided original copy of the receipt and picture of tracking information that says received at Royal Mail's regional centre. Samsung refused to cooperate and re-escalate my issue.
I have contacted Citizen advice and am looking at legal action.

Re: Re: UK Trade-in is a huge failure

rana92786 — Mon, 10 Jul 2023 14:57:39 GMT

tbh it is just bullying. I dont see how it can stand legally. they have provided a label. Chosen a courier. And we have done all that is asked. Save personally going and delivering it ourselves and ensuring we take 2 witnesses and a solicitor for proof! They then go and block the phone which in my case i took on finance and I cant use it and the phone i was using is lost. So all in all they are charging me for nothing. And the stress is an added bonus!