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Samsung S25 TRADE IN issue. CHARGED EVEN AFTER SENDING THE DEVICE.

(Topic created on: 11-03-2025 02:46 PM)
357 Views

I have this problem too

Members_jiu3VNw
First Poster
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I sent Samsung a phone that was fully functional and in working condition. I also took photos and a video of the working phone prior to sending it to Samsung. Inspite of that the trade-in team refused to accept the phone and wanted me to pay. I also offered to send another phone for trade in but they clearly DO NOT want to accept the phone and require the payment. I am hoping the trade-in sends me back the device since they now received the payment on top my trade-in device.

MY ADVICE IS IF YOU ARE LOOKING TO TRADE-IN A PHONE ANY CONDITION, SAMSUNG will try their best to make you pay for the offer. I am sure I will not be falling for these marketing tricks from Samsung in future. BEST TO GO FOR ANOTHER SMART PHONE THAN HAVING TO DEAL WITH THIS NIGHTMARE.


See below email from the complaint resolution team:

we have coordinated your complaint regarding the £200 charge for the trade-in discount. We received an update from MTR with the following details:

They confirmed the trade-in device was received, but the touchscreen is unresponsive, making it impossible for MTR to check the IMEI number.

The IMEI number is not located on the back casing or on the battery.

Since MTR is unable to obtain the IMEI number of the trade-in device, the trade-in has been rejected. Therefore, you are now being asked to pay for the trade-in discount that was applied to your order

We also explored the possibility of changing the IMEI number or device on the order, but the trade-in team and MTR confirmed that they will only accept one item, and that item must match the details of the trade-in device listed on the order.

We understand your intention to replace or change the trade-in device. However, given that MTR confirmed they cannot proceed with the replacement, we regret to inform you that the resolution provided by MTR is to pay off the discount applied on the order.

4 REPLIES 4
johnz237
Legend
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Hi! I'm sorry to hear this. To be clear, Samsung itself does not trade in phones; it uses a third-party company. This sounds incredibly frustrating.

Are you able to request the device back?

I have not personally ever had bad experiences with trading in. So it's sad to hear of yours.

Things aren't always what they appear to be. Maybe the delivery company was too harsh, maybe issues arose during transit, etc. I'm unsure, but I hope you get something resolved.
BandOfBrothers
Samsung Members Star ★★
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Hello 👋 @Members_jiu3VNw 

I did send in a phone once for a Trade-in and they found a dead pixel.

I was given two choices. 

1. Pay the amount asked for.

2. Have the phone back and pay the Trade-in reduction i originally received. 

Because if one or the other isn't resolved they will ime block the phone. 

 


Daily Driver > Samsung Galaxy s²⁵ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

Piper123
Samsung Members Star ★
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Hey there and welcome to the Samsung UK and EU Community Customer to Customer Forum

I've traded in a number of devices through Samsung upgrades via MTR.

Never had an issue.

So if they are saying the device is unresponsive, it may suggest that your view of the device and theirs differs.
S24 Ultra
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TechZilla
Samsung Members Star ★
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Have you considered the phone got damaged during shipment? Have you thought about raising a claim with Royal Mail?
TechZilla - Samsung Members Star
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