Samsung’s trade-in deal is a scam
Samsung’s trade-in deal is a scam. Initially, they offered me £200 for the trade-in, but once I sent them the phone, they demanded another £100 as an excess fee. Meanwhile, I can’t return the phone, and they want to deduct 20%. This is my last time with Samsung — I will never buy anything from them again.
Truly awful experience
Truly awful experience, and looking at other reviews I am not alone.
I decided to upgrade from a 512gb Flip 5 to a Flip 7, I checked the "average wear and tear box" in good conscience and was expecting £231 of value offset against the new purchase. When it was received I was sent an email which said they'd somehow decided that its case is damaged (it isn't in any significant way so far as I can tell, it's just been opened and closed as a Flip phone should be), they demanded £150 and threatened to deactivate my new device.
The tone of this communication REALLY irked me. I've been loyal to Samsung for years, I've had about ten phones and tablets over the years, and this just felt rude. Perhaps if they'd used phrasing like "we understand assessment of phone condition can be subjective, however after careful analysis we are sad to say yours falls below the standard we can remarket to a new buyer", well, I'd still have been disappointed, but I'd not have been nearly as angry.
Anyway, I refunded the whole £231 and asked them to send the old phone back. I'd sent it in in its original box, with the sim key, paperwork, charging cable etc. None of these were sent back. I just got the device alone in a different box. I was now incensed that the Flip 7 had to be returned EXACTLY as it arrived, else I'd have extra money deducted from my refund. I'd already conceded to losing £150 on the new phone because it had been used. Of course it had been used, I wasn't expecting my old phone back when it arrived!
I asked Trade In to return the accessories they'd kept but that was just met with a "accessories are recycled on arrival and can not be returned." I was feeling inclined to return the Flip 7 without any accessories of its own, but it would have cost me.
In the end I decided to keep the Flip 7, it's a terrific phone. The support team in the online shop offered me £50 in vouchers, and they responded to every furious message I sent them, they, to their credit, they seem to be working hard to keep customers happy.
So, in short: The device is fantastic, Samsung Support are doing a decent job, but the Trade-In experience is HORRIBLE. I'd rather try my luck using the mafia than trade in another device with this outfit. I'd consider reading the other reviews and getting another year out of your existing device if I were you.
Don't use this!
I traded in phone which was in good condition with just general wear and tear. I received an email saying that the case was broken and implying that I had knowingly not declared this. I had taken photos of my phone before I sent it off and there was no evidence of the damage they claimed. There evidence was 2 blurred photos. They said it would cost me £150 and if I didn't pay this, they would disable my phone until I did. I would have been better off to sell my phone privately. I complained but got no reply so ended up having to pay as I couldn't be bothered with going through the hassle of sending the new phone back and having to search for and set up another phone. Needless to say I won't be purchasing Samsung products again as a company is only as good as its customer service and my experience of Samsung was terrible
