Exchanging S22 ultra

[Damo81]

Due to issues with the phone, I'm exchanging the s22 ultra I received on Monday for a new one. I've been told this can take 7-10 working days to sort. Ordered from Samsung website in UK.

My concern is that I am trading in my current phone (s21) as part of the deal. I don't want to send my current phone in until I've received the new s22 ultra and made sure it's ok, but I've been told by Samsung that they may end up charging me the discount I've received for my trade in if I don't send mine back next week. 

Has anyone else ever experienced this and what did you do? Almost feels like I should cancel the exchange and send the phone back. 

Thanks in advance.

[AndrewL]

@Damo81: I understand your concerns. I've had a look into this for you, and found the following in the terms and conditions of the Trade In Programme that should shed some light on the issue. 

If you exercise your right to cancel and return your product during the 28 day cooling off period, or if we have agreed to pay you a refund because the product we have provided you with is defective, we will endeavour to return your Existing Device to you, but we cannot guarantee its return. In the event that we are unable to recover your Existing Device, we will provide you with a cash equivalent price for the Existing Device, based on the price currently payable for your Existing Device on the Samsung Recycle website (www.samsungrecycle.co.uk). Any such cash payment will be made by MTR, on behalf of Samsung.

[BandOfBrothers]

@Damo81 

Samsung should send you a Returns label and pack to send your Traded In phone to them as part of the agreement you've made with them.

Have you received this yet ?

This should all happen in around 7 days of receipt of the new phone.

Until you've received this the s²¹ is yours to hold onto.

DPD are pretty fast at collection and then the Samsung Returns Department will have to scan the s²² back and check it fulfils the return criteria and then they'll have to set up a new delivery.

If you recieve the Returns Pack while still waiting for the replacement s²² then you've a decision to make. Only you can make this.

I think their systems are automatic when it comes to the trade in and charging part of the agreement. 

[Damo81]

Thanks Andrew. I really appreciate your help. However I've not sent my old phone for trade in yet as the s22 ultra I received was defective.

If I send my defective s22 ultra back and send my s21 in for the trade in, then I will be without a phone until they send a new s22 ultra out.

However if I hold onto my s21 until the s22 ultra is sent out, then I will go over the 14 day trade in period and lose the trade in value for it, so I've been told by Samsung.

[Damo81]

Thanks @BandOfBrothers. That's a shame. I was hoping there would be some way to contact those who oversee the trade in dept for at least an extension if needed until I receive a working phone.

I guess I will have to see how it pans out timings wise as it doesn't seem right to send in the only phone I have prior to receiving my order.

Thanks again for your help.

[BandOfBrothers]

You're very welcome @Damo81 

Thinking outside of the box maybe a family member,  friend or work colleague may have a back up phone in a drawer in the interim if the timings don't work out.

[CarlH]

Regardiong your trade-in; it might be best to contact the Online Shop Team directly, to discuss your options, @Damo81. They can be reached on 03307267467. 

[Damo81]

Thanks @CarlH. They said to contact the trade in dept. But couldn't give me any contact details. I'll try again tomorrow.

[MadalinK]

Are you simply trading in your old phone or are you part of the upgrade programme?

[Rajsahab]

I have sent my s22 ultra for replacement because Bluetooth connection issue amdi told them i won't send my S10plus as a trading device, the person who created tickets for replacement order she said that's fine and she will make a note of it.