Trade In Not Honoured - Deceived

[ConfusedFrenchie]

I pre-ordered the S25 a couple of days after the pre-orders opened securing £45 trade-in for my S10. Within the pre-order phase Samsung decided to offer £200 for "any" Galaxy. I contacted Samsung support and they said they'd apply a refund after the S25 was delivered. This meant I didn't need to cancel my pre-order and create a new pre-order. 

The phone arrived on the 1st Feb and after chasing 3 times I've been told on the 13th Feb that they will not refund the difference. I am stunned at the deception by Samsung, telling me one thing in the pre-order phase and completely going back on it after weeks of chasing. The reason given was "they cannot change the promotion applied to an order". In that case why was I told I'd get refunded after the phone was delivered. I am really disappointed and hope Samsung will change its mind as they've gone back on their word. 

[SSBNaofumi]

Samsung customer words are not to be trusted. You would need evidence and even with that evidence If It is not a manager who stated it they will just say it was a mistake and won't fix it.

[TechZilla · Accepted solution]

Unfortunately I suspect that the agent you spoke with didn't know what they were talking about. Have you tried talking to Samsung via live chat on their website?

[AntS]

Hi @ConfusedFrenchie  , I'd like to look into this. I've sent you a DM.

(Guide on DMs if you need it: https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-comm... )

[ConfusedFrenchie]

Hi @TechZilla, unfortunately I think you're right. 
I have reached out and all they've said is that its not something they do. I'm just seeking clarification now on how its taken 2 weeks to tell me its not something that they do. 

[Ginsing64]

Samsung sales are very polite, they will read from their scripts and will do nothing. The promotion is what it is, but that has nothing to do with a refund. To be honest even if it wasn't a manager or a supervisor who made that offer. The agent should be a competent representative for Samsung. If they made that offer they need to honour it. As long as you have proof, an email or screenshot. There should be no issues. You could explore this with trading standards. Sadly you will get nowhere with Samsung, once the have your cash that's it. Customer service is non existent

[Piper123]

If you were told this on the phone, you could ask for a copy of the call recording.

If, as you say, the call recording confirms your version of events then Samsung should do the right thing.......

[Arifbd5]

same issue with buds 3 for me ..yhey said they would send them after bug still nothing ..i havr email tho