Samsung sent me a used s8 on the trade-in program

I placed an order over a week ago for the s8 on the trade-in program.

Four days later I received a phone. It had no protective film, the ejector pin was missing, and the phone had a lock pattern on it. I couldn’t even shut the phone down because I didn’t know the lock pattern.

Three phone calls to Samsung later, the verdict is that it will take 5-7 business days for the return team to process/approve my return, then when the factory receives the defective phone they sent me they’ll generate a new order. This will put me in line behind three or four weeks worth of people who ordered on the trade-in program after I did.

Since Samsung sent me a used phone instead of the new phone that I paid for, instead of the 3-5 business days that the order was supposed to take it will be three weeks minimum before I have my phone, potentially four or more. That’s if the phone is still in stock at all.

At no point has Samsung offered me any conciliatory gesture for the frustration or unreasonable delay.

I have been loyal to Samsung for a long time but this process has been incredibly frustrating. Due to their error I got stuck in a time loop that there’s no way out of, just through the corporate machinery.

I would never order directly from Samsung again. It’s pretty bad when you make Verizon customer service seem reasonable.