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Sending a trade-in phone - contradictory instructions

(Topic created on: 22-02-2022 03:02 PM)
6438 Views
TheBigG
Pioneer
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I'm in the UK, in case it matters.

S22 Ultra arrived today, and I went for the trade-in option with my old phone.  The delivery contained a bag and label for return.  This is what I expected, since the trade-in page said to:

"send us your old device within 7 days, using the freepost packaging we provide".

The letter in the box says that, for postage, I should refer to the P&P instructions.

If I read the enclosed P&P instructions it says that the free tracked postage option is only insured up to £100, and they "Strongly recommend using RM Special Delivery" for higher priced items, apparently at a cost to me of £7.25  The P&P instructions also say to "Peel the relevant label from the letter and apply to the packaging", but I only have one label (RM Tracked 48) for the trade-in (and a separate DPD one for returning the S22).

The letter also says to "Please ensure the Royal Mail Tracked 48 label is used to return your trade-in device", which contradicts the P&P instructions that it's telling me to follow 🙄

I expect I'll just use the supplied label for free postage, but can anyone tell me what happens if the phone is lost/damaged in transit?  It sounds like that's not fully insured, so who is liable in that case?

10 REPLIES 10
Glenntech
Samsung Members Star ★
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Well they have provided the postage. But if you wish to use one with a higher insurance, then this will be upto yourself.
Seems strange really i know, but they have a wide variety of devices traded in for different things, and to cater for particular values of devices. The administration costs would be quite high I imagine.
So a standard postage thing is done.
I will probably pay the extra. Just to make sure that its definitely delivered and if damaged in transit. Can be covered to a point.

When you send it off, just take a note of the serial number and IMEI number.
Take photos of the condition of the phone and how you packaged it, like in its box etc, should anything happen

Also importantly, remove any sim cards and sign out of all your accounts on the old phone.
Then factory reset the phone
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TommyTizzle
Pathfinder
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I've always gone for free postage as it's 48hrs tracked postage. I always take photos of the condition of the phone and packaging before sending and ask for proof of postage receipt.

Touchwood they have always received the phone in the condition I've sent it back in.
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Rajsahab
Helping Hand
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I have received an email regarding trade in device, samsung saying they will send me prepaid packaging for returning my old phone within few days, i am really confused about it
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Rajsahab
Helping Hand
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Scree shot of the email Screenshot_20220222-153127_Gmail.jpg
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Glenntech
Samsung Members Star ★
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Sometimes they send the trade in returns packaging with the new phone.
But dont confuse the trade in returns packaging to the packaging to return the new phone if you decided not to keep it.
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Luwils
Explorer
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I have sent mine using the Royal mail sticker. I have traded in many samsung phones this way and never had a problem with damaged devices.
I suppose the risk is on you but personally I have never had an issue.
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rana92786
Apprentice
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definately full of contradictions - because in the event of a loss you wouldnt be able to claim as the label is provided by samsung. Going through this exactly now. In a hurry used the royal mail label - the label according to royal mail had the wrong address - and was eventually lost. 2 months later samsung block my s23 ultra and ask for proof of postage. As i had dropped of the item at the click and drop centre there was no receipt. Though tracking shows item sent and royal mail have said that it is sufficient proof - samsung trade in people just being intransigent. wont bother to look at the proof that the item was sent. Wouldnt even provide me with the royal mail tracking number as it was their label. Luckily found a link to it in one of the emails. Then went to local delivery office who gave me a screenshot of their internal systems showing the problems they had with incorrect address. Forwarded all of this to samsung trade in - and im guessing english isnt their first language because if im asking apples they are replying pears. Royal Mail say I cant claim because its not my label! Next time its better to sell the trade in on ebay and just get a contract phone with a network.

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stan6342
First Poster
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How long does it take to get your freepost package to send my trade in phone back to Samsung
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TheBigG
Pioneer
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It came with the new phone, for me.
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