Samsung S20FE Trade in problem

[AndyUK]

I pre-ordered a S20FE in September and traded in my old S8. The trade in value was £100.

The trade in value for an S8 now (October) is £200! Pretty crappy way to treat your pre-order customers.

Not only that, the trade in team have emailed me telling me I have to pay them £50 because of a cracked screen. (The website advertising even states the minimum trade in for a broken phone is £75!)

Apparently the only way to rectify the issue is to pack up my phone, arrange collection and return it for a refund. Pay the trade in team £100 to get my trade in S8 back, buy a brand new S20FE and send my trade in S8 back to the same team!

My S8 trade in phone works perfectly it just has a cracked screen.

Surely there is an easier way for the customer service team to fix this for me?

[TessM]

Hey @AndyUK ,

I'm sorry to hear that, however, I can see that on the Trade in terms and conditions, found here: https://images.samsung.com/is/content/samsung/p5/uk/trade-in-terms/SAMSUNG-MOBILE-TRADE-IN-PROGRAMME... is stated that if the S8 is faulty (screen cracked) the value is £50. 

Have you tried to reach MTR to see if you got any other options?

[AndyUK]

Appreciate those details are in the T&Cs but the Samsung Trade In page clearly states "At least £75 off when you trade in, even if your phone is broken.

https://www.samsung.com/uk/trade-in/?cid=UK_PPC_1559134832_FF~Eval:Brand%2BProd_Trade_In_SmartPhone_...

in addition the trade in value for my S8 even if you tick "No" to the working condition is now £172 pounds when buying an S20FE