Very underhand cowboys outsourced by Samsung - locked my device despite having trade in receipt etc. I can't get my old device back nor can I unlock my new phone to use it. Samsung keep fobbing me off to firstname.lastname@example.org
who is this company MTR Group Limited.
Complained to Ombudsman, and the people at MTR on the number 0333 207 9676 (which Samsung provided, NOT on the block screen - screenshot attached) were rude and patronising said I hadn't sent it in despite sending proof.
Anyone dealt with them? Can't get a resolution so I can actually use my phone and not sure what to do.
Just seen this:eu.community.samsung.com/t5/…339
Anyone dealt with this? advice on what to do? I need my phone for work, family, appointments, everything.
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Why should he pay them twice considering the tracking shows it’s been received by them ?
Easy to say when he now has a phone he cannot use and it’s seems common for them to say devices not turned up or are screen burned
i have used them for my S9 trade in and all went well. i was trying it on really with a cracked screen phone and i got the full money, no issue at all. i have heard lots of people complimenting them to say that samsung trade in is very generous and very good. so i am surprised to hear this.
i was very wary of the high trade in values offered as it sounded too good to be true, so i had asked around before i took the plunge and fully expected them to reduce the trade in price offered but they paid up as promised, so my experience with them has been extraordinarily good.
The biggest problem is ALL my data is in that phone. WhatsApp, images, videos, files, EVERYTHING. So even if I returned the phone, they'd wipe it CLEAR. I'd lose a month of information, including work docs, travel pictures and family stuff which are all really important to me.
From the moment they picked up they were rude (talking over me), arrogant and patronising 'you didn't do what you had to do so that's why your device is locked. Send us the phone or pay the money.' Try and call them, you'll see what I mean.
I asked them to send confirmation in writing that I'll get the money refunded once the phone is returned and this resolved, to which they said we can't do that. I said why not, to which they said 'we don't use our emails anymore.'
Does anybody here actually condone MTR's practices of locking phones, and Samsung's of outsourcing to a Mickie mouse company then allowing them to access customer phones to lock them, and loosely monitoring the unlock email? It's a matter of extreme urgency.
If so have you checked the tracking details, made sure the trade in reached its final destination and has a signature/name/photo etc.. ?
If so have you provided these details to them and what was their response ?
Also did you use the free label they supply to send the phone to them ? (edited)
I'm not concerned about the trade in prices That's offered by Samsung as a bonus for the new phone and fulfilled by MTR essentially.
You're basing your CS on Samsung's price and the fact they haven't reduced the price for you after you sent in your phone, whereas I'm talking about the CS, the conduct, as well as the dodgy practices of locking people's phone which surely we can all agree shouldn't be allowed?
Read the links I've posted in my OP as well as the link the guy above has posted. Tracking details all sent to the company, they replied once via the email (which according to their 'customer service agents' on the phone, are the only people who can unlock your phone) since 48 hours of locking the new phone, to ask the IMEI, order number and unlock passkey showing on the phone.
Contacted Samsung who have fobbed me off to MTR and advised me to pay the trade in value via a link MTR have now sent (under the banner of Samsung trade in team) if I want to unlock my phone, despite tracking showing my old phone has reached them. I've demanded the refund of this payment as well as my old phone returned, confirmed in writing for when I return the S22 Ultra.
Shocking really. How can they be allowed to lock your phone? This has really worried the heck out of me as to what phone providers can do. Really liked the S22U but gonna jump ship.
so you are saying that the tracking shows it has arrived with MTR but MTR states they have not received the phone? did you use royal mail to deliver the phone? i can't remember which service I had used.
locking your phone is their way of getting the trade in money back. if you sent them a match box for example, then they don't want to be going to court to recover the trade in money. so i don't see a problem with them locking your phone if they don't receive your phone or there is a dispute on the trade in price, as you don't own the phone until the trade in price has been agreed.
you should pay the trade in price that they have requested and then deal with the claiming the money back from them if you want to use your new phone, or just return your new phone and get your money back. and deal with getting your old phone back by claiming against the courier.
The crux of the matter being the links I have posted and a quick look at this company's Google reviews shows they have tried to pull a fast one over many customers. One common theme appears to be the burn in charge they've tried to pull over customers, sending blurry images of the broken/cracked phones, though thankfully customers have been savvy enough to take videos/pictures before they packaged.
Doesn't sound underhand to you?
Then one would speculate you probably work for/in association with this company? Or that you have a seriously low moral compass.
I don't know of any providers that lock your phone. For a trillion pound company, it's atrocious that they outsource to a Mickey mouse company with such bad reviews and rude agents in the first place. Apple doesn't need to do it.
Locking your phone remotely raises security concerns as to what providers can do (more so given that Samsung advise they can't unlock the phone, only the trade in team (MTR) can), so essentially what a third party company can do, regardless of whether the bill is settled or otherwise. Because that doesn't change whether they can lock your phone or not. And this is irrespective of you 'following their orders or not, which I did, but it's absurd. They hold you hostage when you consider how important your phone is to being able to work, your livelihood etc.
They don't need to take you to court. Simply issue an invoice for the payment once the 21 day returns process has passed, i.e. erase any doubt of the customer deciding to return their phone. Then you can start debt collection proceedings like all mobile/broadband/energy providers do.
As it stands, I shouldn't have to pay additional money to them after having sent my old phone and it showing as being delivered. Imagine if someone didn't have that money? Is that the world we live in?? I seriously doubt this is on the courier. MTR have shown their quick willingness to pull the wool over customer's eyes.
Secondly, I'm trying to get the promise of a refund confirmed in writing from Samsung because I don't trust this company to refund my money after the 'customer service agent' at MTR was saying it'll be non-refundable.
i have had royal mail state that the item is delivered when musicmagpie states it has not been received until a few days later. it could be that the tracking info is not accurate. certainly if it was blooming hermes, i could well believe they state they have delivered an item when it has not been done so.
i do postal survey for royal mail and in their tracking, sometimes letters are tracked as delivered to my house when in fact the letter does not come until 2 days later as obviously the post man has been sitting on it at his house or the tracking is wrong.
if you want a fast resolution then pay the trade in price to get your phone unlocked then deal with the issues. this is always the case when there are problems and you can't wait for it to be looked into.
first you would need to check with the courier as to why they say it has been delievered when MTR states otherwise, and then make a claim against them for the lost phone. you won't be able to get resolved quickly as when there are issues, things are always going to go slow.
you will need to start asking the courier where the parcel is and ask for proof of delivery. only then can you approach MTR with the evidence of the delivery. they can still turn round and offer you less money than the trade in money and send your phone back. these trade in offers are always a risk and you should only do these, bearing in mind the risks associated with the trade in process.
i don't think arguing with MTR is going to get this issue resolved. you need to get evidence that the item has been delivered and then you can proceed from there.
Thanks for your help.
Neither of those risks should ever equate to locking someone out of their phone. Retrieve any monies you think are owed to you in other ways. As other providers of services do (see previous comment).
And IF you think you absolutely NEED TO lock someone's phone, have an instant number they can call to resolve rather than a loosely monitored email system operated by a mickey mouse company.
This considering Samsung is a trillion pound company and you spend 1K+ on this machinery. We know how important our phones are to our daily life. The fact that people out there agree with them doing this just goes to show how effective the MSM/corporation wash is.
My new phone came with the postage pack.
If you're still prepared to use MTR , PLEASE PLEASE PLEASE take a video and pictures with the screen on/off before you're putting it into the package
i have bought two phones from samsung and one fridge. my phone purchases went smoothly. the first purchase did not include a trade in, the second one did and that went through successfully, when i was fully prepared to have to pay extra as i was expecting them to reduce the trade in price when they got the phone, but they didn't do that.
my fridge had a problem with delivery and i found samsung had no customer service. they rely on their automated system, which meant they did not know where the fridge was when it went missing and it was a few days later that the appliance appeared on their system. i however got a refund of the delivery charge when i called customer service and complained. their customer service is not based in the UK and it was difficult to make myself understood to the foreign operator, but i got there eventually and she was very helpful.
you will have a better chance through MTR as at least i think they are based in the UK. i think their stand is that the phone does not belong to you until it is paid in full and so them locking it is their way of asking for it back. you have the option to cancel the order and return their phone and get a refund for the money you have part paid them for the phone and they will return your old phone sooner or later.
when you buy a new phone, you should always have a spare phone that you can use as i found that when i thought my new phone had a fault, they said i would need to send it back to them to repair and it would take them 10 working days to send me a replacement phone to use while they fix the new phone. this was within the 14 days cancellation period. so you can never bank on using your new phone immediately 100% as there may be issues, like you are experiencing. just get a cheap phone in the mean time to use while you look into getting this one resolved.
the likelihood is that the phone has not been delivered to them, even though the courier claims it has been done, so the matter needs to be sorted out with the courier first.
how can you say for sure that’s the case ? And normally when it says signed and delivered RM say job done
Patience is your friend... I've learned this the hard way. The more you contact them with no successful outcome the more stressed you get.
Forget about it for a week or two.
Correct they are the pits
I loved the phone. Big step up from my Note9 camera. This was an important thing for me.
I'm looking at the Pixel 6 Pro and iPhone 13 Pro Max - at least you can go into an Apple store and get stuff sorted rather than worry about the online shop and store being 2 separate entities.
May go into the Samsung shop and see what they're offering, and see if the trade in is done directly in store, and if they resolve issues in store when a phone is bought in store. If so I may buy in store as I've had Samsung since N86 days.
Phone still needs to be sent off regardless of instore or not
Massive thanks for confirming this. Saved me a trip to the store.
because if MTR's policy is to steal people's traded in phones by pretending they haven't received it, then why just target the OP? you have seen people responding to this thread who had confirmed that MTR never said such things for their traded in phone, just the grumbles about them not paying the stated trade in price.
tracking systems are not always perfect as i have found out, doing the postal surveys for RM, who are the more reliable and honest of postal companies. how many times have you heard people post on here to say that they have received an empty box or that the courier claimed the parcel had been delivered when they have not received anything, or that it had been chuck in their green bin, or on to their garage roof?
really care to read their trustpilot reviews where they constantly downgrade condition of phones for no reason saying screenburn but there isn’t any
FYI: This isn't me.
Fact is, why are Samsung working with them when their practices have shown themselves to be so dodgy?
yeah, but the OP's issue here is that they claim they have not received the phone and the OP believe that they are lying. they may be scroundrel, downgrading phones, but the general consensus is that they don't simply steal them. that is not their MO.
therefore out of the hoards of people that got their phone delivered fine, the probability is that when they say the OP's phone hasn't arrived, it probably hasn't and the problem may very well lie with the courier rather than MTR.
because they probably do a good deal with samsung for accepting the trade in at a higher price than other recycle companies and samsung are cheapskates and don't very much care about customer satisfaction.
if you buy anything from samsung, you have to factor in that there may be issues, and so you should only buy stuff directly from them, and particularly if you are doing trade ins, if you think the discount is significant enough to take the risk.
not all trade in are problematic, as you can read deals on here for phone trade in with samsung and there are lots of comments where it has worked very well, so it is a bag of mix and unfortunately, you have been unlucky.
for kitchen appliances, they partner with panther as the courier, and they really are pants. they are in the league of yodel to be honest so you probably have seen posts on here about missing deliveries for kitchen appliances and TVs that are bought directly from samsung.
i would not buy anything from them if I needed it urgently as the likelihood is that they deliver the item in their own time, and most of the time, they have no idea where the item is in the tracking system!
And how the did seller deal with those issues?
They have never sent the return packing now they are saying will not accept my mobile old anymore.
All to sell their phones.