Background: I bought a brand new and sealed s9 which came with a receipt and warranty (I would need to search if I kept this?!) On the 9th April 2019. In Feb 2020 I decided that I wanted an s20 merely because of the camera features that it offered. I wanted to be able to take a better picture of the kids. So I decided to do the trade in offer. The phone was 10 months old and I never had an issue with it least of all screen burn. The phone was never out of the case and I even kept the original phone protectors on and the IEMI number on the back of it. The offer as it was an s9 would be that I would receive a £250 discount on the new s20 so that's what I did. After receiving the s20 Paul helped me to do a factory reset and ensure that no accounts were still linked to the phone. I sent the phone back recorded delivery in its original box and lots of its original components. When I sent the phone to them I 100% did not have screen burn. I am stupid in that I don't think I took a picture of the phone before sending it. I received my s20 on the 8th or 9th of March (I have it documented down) and within 10 days I sent my s9. I have had a lot of problems with Samsung not least the faulty handset that I was initially sent and I had a lot of email correspondence about the galaxy buds I was originally told I was entitled to and then apparently not. I made several phone calls complaining and eventually got a new second s20 handset. I never did receive the galaxy buds although I said I was going to take it further. They have had my old handset all this time and only today have I received an email to say that it has screen burn and I would need to pay them another £100. This is 100% categorically not the case and I don't have £100 to pay them when it is simply not true.
I have tried to do some preliminary searches but please can anyone help me....1) has anyone experienced a problem with the samsung trade in scheme and can share their story with me so that I can compile evidence and 2) I am absolutely awful at searching for exactly what I am trying to yield. I am trying to specifically get evidence which proves this is not the first time they are trying to do this. Can anyone better than me do some searches (I am still trying very hard to do this myself too) and yield information about other peoples bad experiences about the trade in scheme that I can use? Please. I have found several complaints about Samsung stating they received the wrong phone when trading in and therefore only offered the lowest amount.
I want to take this further and would welcome anyones help or input in the best way forward. I am trying to go through photos (even screenshots that don't have any evidence of screen burn) and check if I did take any pics. Trouble is it was 1am when I went to bed and I don't think I took any before packaging it. I didn't look at reviews of the scheme (I wish I had) and felt confident that I knew the phone was immaculate and I was sending it via courier.
Thank you for any help and sorry for the long post.
This is the email that they sent me. This was 100% not like it when I sent it in.
