I used the Samsung trade in program to purchase two new S22 Ultras as well as a new Galaxy Watch 4 and have experienced the worst customer service during my entire existence on this planet earth.
There were many issues:
- The phones being delivered much later than originally scheduled, had to follow up to understand why they were not delivered yet (no notification from Samsung about the delay at this point)
- One phone being delivered much later than the other (basically received the two phones a month apart)
- The trade-in centre not aknowledging the trade in on the second device even though it was sent on time and then receiving threats that the new phone would be deactivated in 72 hours.
- Being charged the full price for the second phone, even though this was flagged early and royal mail confirmed receipt of the phone by the trade-in centre.
- Finally calling the trade-in center, they aknowlged not having an order number to mark it as receieved against but that they had received the phone - they then informed us that they do not handle refunds.
- After this I was being sent in a loop when reaching out via email and to the call center when asking about the refund and when it will be processed - nobody can help me and I keep being sent from one place to another with promises of escalation and resolution.
It has been over two months since this started and I am yet to get this resolved, with the same rebotic replies and being sent in a loop time and time again. I am out of pocket £520 and the device that is sitting with the trade-in center.
Thank you Samsung for taking care of your loyal customers *sarcasm*
