17-05-2023 07:47 PM in
I need your support to address a frustrating issue I've encountered with Samsung UK.
In early February, I purchased a Samsung S23 Ultra through their trade-in program, andI sent my old device as instructed within the required timeframe.
Unfortunately, two weeks later, I received a notification that my device was locked. Despite my repeated efforts and providing proof of postage, Samsung UK has been unresponsive. After going back and forth for 3 months, their latest response states that the Royal Mail Fraud investigation team couldn't verify my postage receipt and that they demand me pay the promotion back.
I find this shocking as I have a video of me posting the device inside the post office branch. I have a genuine receipt from the main post office branch in my city and also tracking information.
And surprisingly if you use the tracking number which is printed on both the trade-in label provided by Samsung as well as my receipt if you use that tracking number it clearly states that item was received by Royal Mail stating the date and name of the Royal Mail centre.
How come that Royal Mail admits they have received the item and at the same time denying the authenticity of the Post Office receipt?
I really regret going through all of this headache having paid a lot of money and losing my old S22 ultra device and now I have a device about to be locked and I need to pay lots of money. Please avoid the whole UK Trade-in program as I see lots of issues on this page regarding it. I wish I never used it.
I am deeply disappointed with Samsung UK's lack of communication, delayed resolution, and failure to address my concerns as a customer.
Please advise me what can be done at this stage? Should I contact Royal Mail myself or go to a small claim court or solicitor?
17-05-2023 08:19 PM in
What an awful situation to be in 😔
Samsung will lock out the phone due to the trade in phone not being recieved unless the money is paid unfortunately.
I've only ever traded in one phone to Samsung and that was in a Samsung Experience Store.
I'm not certain how your going to be able to resolve this without paying the excess I'm afraid.
You can certainly try and escalate this as much as possible with Royal Mail however in regards to Samsungs side of the contract until they've recieved the phone the contract hasn't been fulfilled at your end.
I wish you all the best with this.
Daily Driver > Samsung Galaxy s²³ Ultra 512Gb in Phantom Black.
The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "
17-05-2023 08:21 PM in
17-05-2023 08:24 PM in
17-05-2023 08:28 PM - last edited 17-05-2023 08:30 PM
17-05-2023 09:13 PM in
How am I supposed to know about this if I never had any issues before? The company sent only one trade-in label with no other options or notes suggesting I use a better service. Why would I choose a different service? The label shows a tracking number and a trade-in reference number. Why would anyone assume that it is rubbish and that they should pay for additional postage service?
I have returned online products many times and I always use the label that the company provides to me.
If what you are writing is not a justification then what is?
17-05-2023 09:19 PM - last edited 17-05-2023 09:23 PM
17-05-2023 09:30 PM in
No problem mate, I guess your response is useful for whoever looks up this problem in the future. But for me, the best advice would be how to escalate.
The problem is most people never look up such posts or visit this forum unless they already have a problem which means it is too late to use a better postage label.
17-05-2023 09:34 PM - last edited 17-05-2023 09:36 PM