Formal complaint procedure

[MrsAJP]

Bought a Samsung Z Flip 5 in Dec 2023. It started overheating by May 2024. Despite consumer rights, Samsung refused a replacement. They admitted fault and repaired it. Traded it in for an S24 Ultra, but Samsung now says the trade-in isn't viable due to display tamper. This was their doing and now demand an extra £150. Asked for escalation procedures on numerous occasions as I am not at fault, this has not been provided. Anyone able to provide these ?

[BandOfBrothers]

May I assume that Samsung directly supplied the phone @MrsAJP 🤔 

I believe that the Trade-in side of the transaction is dealt with via a ³rd party company, who assess the phone. 

Give Samsung Customer Services a call and ask for support. 

> 03330000333

> ukhelp@samsung.com

> www.samsung.com/uk/support/contact/

If i can be of any further help please don't hesitate to ask  😎 

[MrsAJP]

Thank you. I was on hold for 40 mins yesterday. No one answered. I will try again. Thank you for taking the time to respond 🙏