No returns package

[AndyN1970]

Hi all

This may just have been me being thick but!

I have not received my returns package for my trade in.

Got an email to say we have not received your trade in device we will take the money off you if you don't return it blah blah.

Finally got in contact with someone and they tell you to just use the return label that was in the box with the phone. I have no problem with this but it would be good if they would tell you this from the start, but no they tell you we will send a returns pack.

So if anyone is waiting for there returns pack to turn up please be aware of this..

Here is the email

Hello,

Thank you for your email.

Please use the Royal Mail return tracked 48 label that arrived with your new device, this is to return your trade in device.

We no longer dispatch return packs via Royal Mail.

Please factory reset your device and remove the device from any cloud accounts or Google accounts that may be linked.

We only require the handset itself, we do not require any of the original accessories so you may keep these items. We only require the S-pen if this applies to your device.

You can return the device in any box you would like, it does not have to be the original box.

We would just advise you to package the device as well as possible, in a hard ridged box with bubble wrap for extra protection to prevent any damage throughout transit.

Please use a bag and attach the tracked 48 label then drop your parcel to your local postal office.

Please contact us if you require any further assistance.

Kind regards,

Samsung Trade in team

[BandOfBrothers]

There has been a few threads in regards to this @AndyN1970 and I agree the customer journey needs to be more clear when returns are involved as non return van result in the trade in cost being charged.

[stvapuk]

I got notified that my returns package was being sent separately. It would arrive in 3-5 days and once received i need to send back my phone withing 7 days.

[AndyN1970]

I got the same info, my returns package would be sent out in the next few days but it has never showed up.

I'm away for 3 days so I hope my wife has not thrown the big box away as the return label should be in there evidently..

Better communication from Samsung would be good 

[stvapuk]

Do not use the returns label that came in the box with the phone to send your previous S21 back.

[AndyN1970]

I got exactly the same info but have just received the email shown at the bottom of my first post, this is from Samsung.

[Frrx]

The e-mail is not from Samsung, it's from Samsung's 3rd party partner managing the returns. 

I got the same response from them when I enquired about the return packaging.

Irrespective of what the 3rd party may be claiming, I asked the first party (Samsung) from which I purchased the device and agreed to the trade-in terms to provide the required material as stated at their website.

No response yet and they better resolve the issue from their side before sending more reminders and warnings.

[AndyN1970]

You may well be right, I have just spoken to samsung customer support and she is going to have another pack sent out to me (hopefully) and given me a reference number. Fingers crossed I actually get this one

[Marc_Bannister]

I got the email sent to me on the 22nd Feb saying they'd send out a return package separately aswell and to return my old device by 8th March , its now the 1st of March and still nothing through the post, everyone else is saying to not use the returns label that came with my new phone so i havent sent it off yet but I've now only got 7 days left to return or they'll lock my new phone what am I supposed to do in this situation?? They clearly haven't sent anything out to me

[AndyN1970]

I called samsung customer services with my order number, she contacted the returns team and I have an email from them that has a label attached for me to print off and use to return. 

Good job I have a printer.

Very poor from Samsung, give one instruction but don't follow it at all.

Then get an email that gives totally the wrong info.

Finally after live chat then a phone call I have to print my own label and send it back. 

I I where you I would give customer service a call they also gave me a reference number to show I had highlighted this issue so they can't get out of the trade in.