Samsung upgrade program

[Spencer1620]

Hi, Both me and my wife purchased a Samsung Note 9 through the upgrade program, we are now both eligible for an upgrade to a Note 10. 

On my wife's phone there was £699 to pay over 24 months after the deposit and old phone trade in. 

My phone has £599 to pay over 24 months after deposit and trade in.

When we go to trade our note 9s the price is the same for both our hand sets.

Customer services have confirmed this with a phone call.

So basically we hand back our note 9s have no deposit on the note 10 pay full price how can this be when my wife owes more on here contract?

[RpBP]

Hi @Spencer1620  we don't know about special tax oder terms or specials conditions about.

I think will be more coherem to go to a office in persons with your contract and saved telephone call to explain and enjoy with the seller us, they can ask quickly with informatics method access to your profile to take information about conditions, and could be them can explain you all better than me.

Thanks sir for you communicate and we continue waiting an offical answer for you sir.

Good night

[BandOfBrothers]

That certainly does not sound right @Spencer1620 

I'd certainly make another call to the relevant department and broach the subject again as the first Samsung Agent may have got this wrong.

If the 2nd agent confirms what the 1st agent has advised then ask them directly how this is the case due to the different amounts still owing.

I wish you all the best with this situation. 

[Spencer1620]

Hi,

Thanks for the reply, I phoned back and asked for another opinion and they told me the same thing! I asked them how that could be and they said my handset is of no value! When I told them that, that simply isn't logical and nobody would upgrade if that where the case they would not see the logic.
I wonder if there is a fault I the system somewhere and would it take a higher level of management to see it