I had a minor screen issue so I called Samsung to find out if I was still under manufacturer's warranty. The representative asked for my IMEI and when I gave it to him he said that I was not covered by warranty anymore but my phone had a trade-in value of $450 and asked if I wanted to upgrade. I agreed. I wiped my phone and sent it in, fast forward a few days and I get a notice saying that I'm being billed an additional $150 because my phone wasnt the model that was entered by the representative. I tried to explain that the employee made an error and I shouldn't be penalized for it. The response from Samsung's Tier 3 Escalations representative was basically: yes there was a pricing discrepancy, oh well you still owe us $150. Horrible customer service experience. Every communication was an attempt to blame me. Initially I gave them the benefit of the doubt assuming they'd do the right thing, but after reading posts on this forum I realize that this is a purposeful tactic used to upsell new phones by using fake trade-in values.
