I bought a Samsung Watch 7 on Black Friday after switching from Apple to Android. This is my very first Samsung product.
Since I switched from iPhone to Pixel, I applied for a trade-in offer that valued my old iPhone 11 at $125. The phone was always in a case, had no drops, and had no cosmetic damage.
I even shipped the phone in its original box, wrapped in bubble wrap to make sure it arrived safely.
A few days later, I got an ‘adjusted’ offer from Samsung for $50 due to scratches and damage. The photos they sent showed a phone that looked totally different, with deep scratches and chips that I didn’t see on my device. I’m sure the appraiser mishandled it. The biggest mistake was not taking pictures of my phone before sending it out.
I found other posts on this forum where people had similar issues with Samsung’s trade-in service. I tried reaching out to Samsung customer service, but the responses were always the same: “Accept the lower offer and we’ll charge you $75 more, or request your phone back and pay $125.” I’m stuck in a lose-lose situation.
This was definitely a wake-up call. Even though it’s my first Samsung product, I might not buy another one after this.
It seems like Samsung outsources their trade-in service, and the company handling it isn’t trustworthy.
I recommend trying to contact them through chat. Sometimes they’ll honor the original offer. Let them know that the phone in the photos isn’t yours and that you believe the trade-in process was fraudulent.
You can also ask for pictures of them opening the package to make sure everything was handled properly.
It’s always a good idea to take pictures and weigh your package before sending it out.
Definitely take pictures of your devices before sending them in. I had a similar issue when I traded my classic watch 4 for a Watch Ultra. They claimed the glass was cracked, but I had photos with timestamps to show it was fine before I shipped it. Once I sent those photos, they honored the original trade-in offer within a day.
You should try calling customer service. I had the same problem with two phones I traded in recently. They said something was wrong with my phones, but I had photos showing they were in good condition. I told them I had proof, and they eventually gave me the full rebate on both phones.
It seems like whoever is managing the trade-in process doesn’t care about the details.
@Marcell
Hi, how long did it take before your trade-ins were fully processed and the rebate confirmed? I have a similar issue. I got an email saying “Your Samsung Trade-In Order will be charged.” They claimed my device wasn’t factory reset, but it was. They sent me photos that didn’t make sense, showing the device signed into an account after the reset. I explained this to customer service, and they said they wouldn’t charge me $300 for the device. But my order still says “Device triage” instead of “Completed,” and I haven’t received a confirmation email yet.
@Quincy
When I called customer service, they emailed me a confirmation that the refund was processed within 24 hours. I saw the charge reversed on my credit card statement a few days later. The trade-in process can be frustrating and ridiculous at times.
I’ve traded in Samsung phones for a couple of years without issues. But I got careless during my last trade-in and didn’t video the boxing. Samsung claimed there was screen damage and offered me a very low trade-in value. After I complained, they gave me the full amount, but I wonder if I’ve been flagged for future trades.
They never sent me pictures of the damage, and my phone was returned in perfect condition, still in the original box. I don’t know what happened. Maybe they mixed it up with another damaged phone, or someone tampered with the package. I’m not sure.
From now on, I’ll always record the boxing and the IMEI of the phone I send in.
I’m in Ontario, Canada. This was for a Black Friday promotion in Canada.
I’ve done many trade-ins with Samsung Canada over the years, including two during Black Friday. I’ve never had any problems. I always take videos of my devices before sending them, just in case something like this happens.
Seems to be a hit or miss situation. I sent in my S23 Ultra with a deep scratch and missing S Pen, and they still gave me the full amount for the trade-in.
Kit said:
Why did you switch to the Pixel phone but still buy the Samsung Watch?
My work covers the Pixel phone, but I had to buy the watch myself. I even bought the Pixel Buds Pro2 and loved the integration. I thought about getting the Pixel Watch, but after reading negative reviews about its battery life and the need for a Fitbit subscription to get features that are free on Samsung, I went with the Samsung Watch. So far, I’m really happy with the Watch 7 and its 36-hour battery life. The Samsung Wear app is also great for tracking my data.