topic Re: Trade In Want £100 for dust in lens in Samsung Shop

Trade In Want £100 for dust in lens

Members_AvsTEvj — Thu, 11 Dec 2025 17:12:46 GMT

Just traded my old phone in with Samsung and having seen some bad stories from MTR who do the trade ins for samsung in the UK, I received a 'pay immediately' bill of £100 for dust/debris in the lens. Nothing has ever shown up on my photos/videos. Pretty much rendering the entire trade in void. Surely they could take some dust off a lens for less than £100.

Re: Trade In Want £100 for dust in lens

ChristinaMG2604 — Thu, 11 Dec 2025 17:55:16 GMT

Steps You Can Take

Gather Evidence!
Review your photos/videos:
Although you mention nothing showed up, having samples ready can support your claim.
Check original terms:
Review the condition criteria and terms you agreed to when initiating the trade-in.
Take photos/videos before sending:
For future reference, always extensively document the condition of your phone before sending it off for trade-in.
Challenge the Decision Directly with MTR:
Request photographic evidence. Ask MTR to provide clear, high-resolution photographs or a video showing the dust/debris inside the lens to justify the charge.
State your case: Clearly explain that the debris did not affect the phone's functionality and that the charge is disproportionate to the actual 'damage'.
Emphasize reasonable repair: Argue that a simple clean should cost less than £100.
Contact Samsung Customer Support:
Samsung manages the overall promotion. While MTR handles logistics, Samsung is responsible for the trade-in program. Contact Samsung support, explain your issue, and highlight the negative experience you've had with their chosen partner.
Mention shared experiences: You can diplomatically mention that this seems to be a recurring issue with MTR and their trade-in process. Samsung customer service agents may have internal protocols for handling these specific complaints.
Explore Consumer Rights:Consumer Rights Act 2015: In the UK, goods/services must be fit for purpose, of satisfactory quality, and reasonably priced. You could argue that the assessment process or the fee itself is unfair.
Alternative Dispute Resolution: If direct negotiation fails, you can seek independent mediation.
Organizations like the Financial Ombudsman Service (for specific financial aspects) or the Citizens Advice service can offer advice on your rights and next steps.
Payment Options: MTR usually gives a timeframe to accept the reduced value, pay the fee, or have the device returned (sometimes with an admin fee for return shipping). You need to decide quickly whether to pay or dispute, as inaction often results in the charge being automatically applied.

Sorry for what you're experiencing and I hope this helps

Re: Trade In Want £100 for dust in lens

AndrewL — Thu, 11 Dec 2025 18:28:39 GMT

@Members_AvsTEvj: I'm sorry to hear or your disappointment regarding MTR Group's decision to apply a surcharge to your trade-in device. The terms and conditions of the trade in programme do state the following:

"If your Existing Device does not meet the Minimum Requirements, a surcharge of up to £100 will be payable to MTR Group Limited. MTR will contact you advising how much surcharge is due (depending on the extent your Existing Device does not meet the minimum requirements) and how to make payment in these circumstances. If you have any concerns about the inspection of your Existing Device, or wish to discuss the result of this inspection, please contact MTR on 0333 207 9676 or helpdesk@samsungrecycle.co.uk.

To view the minimum requirements in full, please refer to section 5.2 of the Smartphone terms and conditions by following the link below.

https://images.samsung.com/is/content/samsung/p5/uk/trade-in-terms/SAMSUNG-MOBILE-TRADE-IN-PROGRAMME-TERMS-AND-CONDITIONS.pdf

Re: Re: Trade In Want £100 for dust in lens

Piper123 — Thu, 11 Dec 2025 21:51:21 GMT

Advice above relates to the full range of options.

As MTR have the device, only some of the above will be relevant but useful info for others who may search in future.