topic Re: Samsung trade in issue. in Samsung Shop

Samsung trade in issue.

PowderedToastMan — Sun, 11 Feb 2024 21:05:47 GMT

So I pre-ordered my S24+ on 23rd Jan.

I picked my delivery date (today - 11th Feb). I could've had it sooner but I picked this date specifically.

Anyway, story a little shorter, it arrived LAST Sunday - 4th Feb.

I thought nothing of the trade in deadline day but today I get a message saying I've not yet sent my phone back & here is the trouble.

I personally won't use phones without cases & screen protectors & with waiting on those arriving plus other things going on at home at the moment, I've not even yet opened the package the phone came in (like I said, I picked 11th Feb specifically, although things today have pushed me back a day).

I'm not yet ready to send my phone back & I don't think my timeframe should start just because they chose to ignore my chosen delivery date (since they actually ask you when you want it delivered!)

I've just tried to get on to their live chat but I've been in position 9 for 45mins now and it's time I go to bed once I hit post on this.

Has anyone managed to have their deadline day extended in this scenario?

In addition, do any of you know which [UK] number to phone to resolve this and I'll see if I can phone them on my break at work tomorrow? Just to simply get the deadline out to what it originally would've been.

Re: Samsung trade in issue.

Piper123 — Sun, 11 Feb 2024 21:18:42 GMT

Hey there

I would recommend you contact Samsung Trade In via email, explain your circumstances and see what they say.

The emails I received were from samsung@tradeinresponse.co.uk but there might be a better one to use if no joy.

I haven't heard myself anyone successfully extending but your circumstances are a bit different.

Good luck

Re: Samsung trade in issue.

Glenntech — Sun, 11 Feb 2024 21:37:14 GMT

The terms and conditions are quite specific unfortunatly.
On purchasing the new phone, you are entering a contractual arrangement.
Definitely give it a try to extend the time limit. But you will probably find it can't be extended.
Hopefully you can get something arranged though.
If not you will need to get a rush on to send the trade in device

Re: Samsung trade in issue.

BandOfBrothers — Mon, 12 Feb 2024 05:48:13 GMT

I believe Samsungs systems are automatic @PowderedToastMan

The ramifications could be they'll request the Trade-In reduction to be paid back, or the new phone will be remotely locked.

I like you won't use my phone without a case and screen protector however that's our personal decision, and has no bearing on Samsungs systems.

If I can be of any further help then please don't hesitate to ask. 😎

Re: Samsung trade in issue.

PowderedToastMan — Mon, 12 Feb 2024 06:46:09 GMT

Thanks for the replies. I've emailed Samsung trade in so hopefully they'll extend. I'm only asking for 1 week more but wouldn't surprise me if they refuse.

Fingers crossed.

Re: Samsung trade in issue.

PowderedToastMan — Mon, 12 Feb 2024 13:59:56 GMT

Bit of a strange one here...

They responded. However not with something I expected.

Simply told me contact them ON Sunday (the date I requested an extension to) & they can "arrange this".

All very good but surely would be better to arrange in advance because where am I going to post my phone on a Sunday?

Which then takes us beyond the requested extension.

Re: Re: Samsung trade in issue.

Joeeye — Mon, 12 Feb 2024 15:07:38 GMT

Worst case scenario, they'll block the device until they receive your trade in.

Re: Samsung trade in issue.

PowderedToastMan — Mon, 12 Feb 2024 20:18:51 GMT

Well this adds to the confusion.

Trade in dept say they can't do anything until Sunday as that's "the due date". This got me thinking.
I checked in on the email they sent originally & sure enough it has 18th Feb as the final date.

This contradicts what Samsung Live Chat said - which was 11th Feb.

So have asked for clarification as to who is correct & who isn't.

About as clear as mud right now.

Re: Re: Samsung trade in issue.

Piper123 — Mon, 12 Feb 2024 20:26:55 GMT

Samsung Trade In is run by MTR and I've always (to date) found them reliable and honest.

When I've done a Samsung Trade In, got the email from them reminding me to send the device back, when I've done so I've emailed them to let them know by replying to their email. They have always acknowledged and thanked me for letting them know.

From my own experiences? I would never trust Samsung Customer Service but I have trust and confidence in MTR.

Re: Re: Re: Samsung trade in issue.

PowderedToastMan — Mon, 12 Feb 2024 22:46:04 GMT

Well I've just emailed them to see if they can clarify what the date is. Fingers crossed.

It may say 18th because that was the original date before they chose to send it a week early.

Or it may say 18th because although they sent it a week early, the date was the 18th & they're being decent & honouring that.

Or it may be a system that hasn't been update & the date is actually the 11th & therefore I'm out of date.

I hope they can say one way or another tomorrow.

I'm hoping for good news & then I can send it off Saturday.

Re: Re: Re: Re: Samsung trade in issue.

Piper123 — Mon, 12 Feb 2024 22:52:07 GMT

I suspect it will be 18th but from my own experience if you email them the day you've sent it, they appear to be pragmatic and give postal time.

Maybe sent your device by next day signed for instead of the free service?

Re: Re: Re: Re: Re: Samsung trade in issue.

PowderedToastMan — Tue, 13 Feb 2024 06:05:25 GMT

You make an interesting point...

My email from them says "your old device must be RETURNED BY 18th Feb"

I took this as meaning I can in theory post it off on the 18th (even though it's a Sunday & postal service are shut but let's ignore that a second)

But when you say give postal time I'm wondering if they mean they're actually wanting to receive it by that date so you'd need to send it off a few days prior to be sure.

Re: Re: Re: Re: Re: Re: Samsung trade in issue.

PowderedToastMan — Tue, 13 Feb 2024 09:55:28 GMT

Well it seems I may be in luck, just.

The trade in team say my phone needs to reach them by Sunday 18th.

This is annoying (that Samsung Live Chat gave me wrong info) as it's now wasted 2 days. If I'd known it was 18th then I'd have sorted my phone out on Monday & it would've been sent in today.

Re: Re: Re: Re: Re: Re: Re: Samsung trade in issue.

CamoGeko — Thu, 15 Feb 2024 21:22:48 GMT

Sounds like the communications broke down somewhere, which can happen with any company. It's not just Samsung that's susceptible to this. Don't be too hard on them, you do have a rather extreme case. Don't remember seeing anyone having such strict rules on how they want to start using their new device. Most people want it as soon as possible and use it when they receive it.