So it's been a while since we've heard about the trade in rejection. The standard answer was that Samsung will escalate the issue to management and get back to you in 3~5 days. Has anyone heard back? What happen? Were you refunded?
Posted Jul 14, 2017, 5:11 PM UTC
FOR THOSE CONSIDERING TO PARTICIPATE IN THE TRADE-IN PROGRAM: I purchased a S8 on June 19 through a promotion to trade-in my Samsung phone for a $200 credit. When the phone arrived, there was a huge dent (you can see the silver). Clearly, it was a manufacturing defect. When I called to ask for a replacement, they said that I could either accept the phone in its condition or I have to return the phone. On July 3, an agent by the name of Megan G. has contacted me to notify me that a new policy has been in place that allows for replacements arrangements to be made once the damaged S8 has been received. On July 7 at 10:33AM, the phone was received by the warehouse. However, my trade-in period has a deadline on July 8. I have emailed and called daily since July 3 and as of today, I have no replacement phone and my trade-in phone has been sent in for over a week. Due to the turnover in the company, Megan G. has left the company and thus the lack of response during the week of July 4. However, a new agent by the name of Brittnie Hudson has contacted me on July 10 to notify me that replacement arrangements will be made although they should have been done on July 7. Today, no replacement arrangements have been made still and there has been no follow-through from Brittnie Hudson since. I have continued to contact Samsung Sales Support and emailed Brittnie Hudson on the whereabouts of my replacement. The only answer I get is the approval must come from the Head Office (which was promised to me on July 3 already) and the replacement order must come through from the one agent that has sent me correspondences because no one else in the entire Samsung Company can do so except for originally Megan G. and now its Britnnie Hudson. The most that Samsung Sales Support can do for you is to tag the agent from the Head Office to respond to you. All in all, I would never purchase a phone from Samsung Direct again as the lack of follow-ups and lack of transparency between the departments (each department bounce you back and forth) has made this a very stressful and disappointing experience.
I was able to dispute it today on 7/14. I traded a HTC m8 and got an email saying I would get 25.00 due to excessive wear and tear. I called a number posted in another thread and they said they would look into it. 5 hours later I got an email saying I got the full trade in amount.
Oh cool, hopefully I'll hear back on Monday.
What number did you call?
855-726-8721 then press option 2
so there is hope lol. I called them too around 2PM CST hopefully I find out something by next week. Same number I called too. Do you mind asking what time did u call them.
I called around 11:30 am EST
I saw that, but I was hoping to see specifically if Samsung was able to resolve some of those cases.
There were a couple of people in older threads that said they contacted support. I pinged them to see if we could get an update from them.
[deleted]
That's pretty lucky, and good for you for not selling it in case that the potential buyer could get screwed over.