Trade in issues: error occured with IMEI

[-Robot-]

Tried to purchase new S22 Ultra got to payment authorisation, I can see it request authorisation and went through they said had a error

I trade in old phone as part of the deal, so try again. But when I put in imei number is says that it the ImeI has already been used

Not one time has Samsung made buying a new phone without headache

I don't know what to do know any advice? 

[StephK1]

Hey @Fornowagain! Here is some info on how to send a DM here on Community:   https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-comm... 

Hope this helps! 🙂

[86radut]

Same thing happened to me, did your issue get resolved? How long did you have to wait in the end? Samsung support told me 24-48hrs

[Members_mNawAfc]

Same thing here cancelled s22 order to purchase ultra instead. Contacted customer service , have received cancellation and refund emails .Still can’t use imei number .  Not good Samsung .

[StevieDee]

Yeah, it's looking like Samsung are slyly withdrawing trade-in of certain models for their higher specced/more in demand phones, probably to try to push people to the lower specced versions they have a glut of!

It's their perogative of course, but IMO transparancy is king here and this should be made clear to potential customers. The T&Cs still list the OnePlus 7 Pro as acceptible for trade in, but it is only accepted now on the 128 Gb models

I gave up with the web store in the end and upgraded via my local SES shop. Different pre-order offer (I don't think I'm getting the buds, but then I don't need them. E2A: W00t SES are an approved supplier for the buds offer :D) but a bit more more money on my trade in and at least they are willing to accept my 7 Pro as a trade-in.

[Fornowagain]

Right. 5 phone calls, Twitter, Facebook messenger, numerous chat windows. Different advice each time. Waited and waited. Eventually, someone at the call center says 'oh there is a 'trade in' team that can edit the order'. The detail were forwarded to this department and finally, within a couple of hours the imei reference on the cancelled order now reads "Additional Info Required". And yes I can now order a phone using my original trade-in. What a palaver, for something that should be automatic.

[Members_XDlcAE]

probably rang support about 15 times over the past 2 days and the IMEI is still not released

spoke numerous times via the chat and still no result

just keep getting told that a support ticket has been raised to internal team and that i need to wait for them to reply and then someone will email me back within the day - this has not happened

absolutely disappointed and appalled with the customer services received 

honestly no words why it takes this long to release an IMEI when the order has been cancelled and money refunded

trade in promotion ends in 6hrs - how do they expect me to trade in 

do not know what to do and each time calling feels like a waste of time and energy!

[StevieDee]

Can you get to a bricks and mortar Samsung store in time ?

[Members_XDlcAE]

I highly doubt it especially given the time there is left 

[-Robot-]

The order was placed in the end and I got the Green 512gb on Monday

Loving the new toy

[Oyodi]

I cancelled my order 6 months ago, but it still says "IMEI has already been used" when trying to buy the new Flip4 mobile tonight with trade in.