Trying to purchase an S24 Ultra is a nightmare!

[Karjacha]

Having looked at other Samsung community posts and this has been a common issue it seems.  tried to pre order a Samsung S24 Ultra last night with the trade in offer as I have an old S10 plus. When inputting the IMEI number for the trade in, the system states that it had already been used and it wouldn't go any further. I went into the chat screen and spoke to an advisor who said that he would log a call and I would be contacted in 24/48 hours. When Sales support opened this morning, I called them as I am keen to get this resolved so I can get the options on the phone I would like as there is another post where the customer was put through to another dept and it was resolved straight away. Surprise, surprise, there was no call logged from last night. He said he could not put me through to anyone so I had to go through it all again. I was told someone would contact me within 24/48 hours. Based on my (and previous community members) experience, It's like they don't want to sell the thing!!!!

[JerryS]

Yeah I had a lot of problems ordering on the website last night too. Took several goes. Had you already applied the code on a previous attempt to order? I believe from my experience with the S23 that if the orders are not realised the code reinstates but it can take 24 hours or so. Think you're doing the right thing to talk to customer support though

[Karjacha]

The statement that I had used the IMEI came up on the first attempt and when I called customer support, they asked had purchased a phone off the website in the past so when I said no (and he checked), he couldn't understand why.  I'm not sure if it is something to do with the way I would like to purchase the phone - it's through Samsung Partners which gives me nearly £300 off!, plus the free watch.  I could possibly sell the phone privately but Samsung are offering £190 trade in and the best price elsewhere is £90! 

[keith30]

This is the worse time to buy a new phone.

[JerryS]

Hope they call you back soon and sort it out

[Jurph]

If you find out who can clear IMEIs - please let me know.

[Karjacha]

After several conversations with Samsung customer support at the end of last week, I looked today and it had been cleared..... However I lost the £50 discount code 🤬

[Jurph]

Thank you!

I lost mine too so decided to go elsewhere.

[Dr_B]

Samsung's trade-in site was a mess. We had two Note 10+'s that should have qualified for trade-in, but the site rejected both the serial number and the IMEI.

Samsung Portugal was less than useless in trying to resolve this, "have you tried a different browser?" YES!! AND BOTH DESKTOP AND MOBILE!

Claimed there was no problem on their end, which strained credibility. Also tried to get clarity about trade-in values, without success. At our local Samsung Experience store we were told that any phones with condition issues were ineligible for trade-in online. However, on the website, the trade-in site clearly stated that phones with condition issues, such as cracked screens *were* eligible for trade-in. 

I could only get squishy answers regarding this from both Samsung PT and the third-party trade-in company. When I asked specific questions about their grading system and trade-in values (while being *very* clear I was asking generically, and not about our phones) i only got a response that they couldn't give values for specific phones.

Overall, it was a miserable and frustrating experience. Like Samsung products very much, but because of this and similar experiences in the past with other dealings with Samsung support, I truly dread anything that requires interaction with them.

Oh, and our S24 Ultra in Titanium Orange that was supposed to arrive by the 26th? It's "in process" and a week past due, with no estimated shipping date on the website. Sigh.

[emailkevinvidal]

1. Customer Testimonial

   I am so frustrated after trying for many hours and nearly a week to get Samsung Care added to my new Samsung S24 Ultra.  I purchaesd it at the time I ordered but a website glitch caused it to be taken off of my order.

   My only options now seem to be: Disputing charges, filing STATE & FEDERAL Consumer complaints, positing horrific customer testamonies, and hiring an attorney.  Samsung Sucks!  I AM very dissatisfied.

   MY BASIS FOR TAKING GOVERNMENT ACTION AGAINST SAMSUNG AND DISPUTING THE CHARGES WILL BE THAT I DID NOT RECEIVE WHAT I ORDERED.

   I ORDERED AN S224 ULTRA WITH SAMSUNG CARE+ LOSS. I RECEIVED THE PHONE BUT IT IS IMPOSSIBLE TO ADD THE SAMSUNG CARE AFTER THE FACT.

   A WEBSITE GLITCH TOOK SAMSUNG CARE+ OFF OF THE ORDER. I DID NOT.

   I WILL TAKE ACTION IF NOT RESOLVED BY TOMORROW!

   TAKE THIS MATTER SERIOYSLY SAMSUNG!

   Consumer Inquiries and Complaints Center

   https://consumercomplaints.fcc.gov/hc/en-