I couldn't agree more, they just did the exact same thing with me today, I am fuming, mine phone was in great condition, no so called "screen burn" fault, I got in touch with customer service today and they won't do a thing about it, subcontracting to an external company to do their trade ins, watch out everyone because after doing some research we are not alone MTR Group is who want your money, if Samsung had that many issues with so called screen burn then they have a real issue, considereing their screen are supposed to be the best in the world. Very dissapointed with the response and overall customer service, this will be my last ever samung device!!
UPDATE: Samsung have "waived" the excess charge, It seem as if they think they are doing you a favour by doing it when this shouldn't happen to people in the first place. I have also had a seperate email regarding this direct from Billy at Samsung who I am going to report all of this to and get them to look into it. Samsung have been quite responsive, since posting on here and trustpilot. I will recommened they look into the shambles that is MTR, hopefully everyone else will get a satisfactory result. Samsung have restored some faith and I will now conitnue to enjoy my S20 Ultra without the bitter taste left from MTR.
