Samsung trade in not honouring

Nilpa198218/11/2020 10:10

Who do you contact?

You should have had an email with any issues they had and on there should have contact details? Its outsourced to a third party on behalf of samsung i believe

I had exactly the same issue with O2 when trading my Samsung s8+ for my Samsung s10+ last year.
Told them there was nothing wrong with the phone and if they wouldn't honour the trade in, they could shove their new contract where the sun doesn't shine.
As a "good will gesture" they honoured the price i was originally quoted.

Funny thing was, the missus was trading hers in at the same time (separate transaction) but had a badly cracked screen which we were upfront about but still got a decent price. They also said hers had screen burn and offered a lot less money ... wtf !!!.
Again told them to shove their new contract and they then honoured this one too!!

Nilpa198218/11/2020 09:59

Not sure if I get it back then will they have damaged it. I knew this …Not sure if I get it back then will they have damaged it. I knew this would happen as heard a lot about companies doing this on watchdog so made sure I took loads of photosRead lessRead more

If you new it would happen, why do it?

surely better waiting and taking in to cex or selling cash on collection..

OP have you disputed the claim? I.e. have you gone back to them and asked them to show you where?

This is from the samsung page
I have been asked to pay a surcharge because my old phone didn’t meet the trade-in requirements. Who should I contact to discuss this? Click to Collapse
Please contact MTR Group Ltd on 0333 207 9676 or email helpdesk@samsungrecycle.co.uk

Nilpa198224/11/2020 17:13

Yes they have shown evidence which we have noticed it is a blurred photo …Yes they have shown evidence which we have noticed it is a blurred photo but caught them out as where the screen burn apparently shows goes further than the screen so it's not actually screen burn but the light. Been reading a lot of reviews all saying the same things about screen burn when there isn't actually screen burn. I have emailed to say I will be going to watchdog, media and trading standards. Let's see what they come back with.Read lessRead more

Did you hear back

Hey. Would you be able to let me know how you managed this? Just had the same issue but can't find any contact details. Did you just reply to the email?

Nilpa198203/12/2020 14:53

Heard back!! They waivered it!!!

Bure1109/02/2021 18:07

Hey. Would you be able to let me know how you managed this? Just had the …Hey. Would you be able to let me know how you managed this? Just had the same issue but can't find any contact details. Did you just reply to the email?Read lessRead more

Email support@samsunguk.zendesk.com and
Helpdesk@samsungrecycle.co.uk

Also threaten that you will go to watchdog and trading standards. Tell them that your phone was in good working order. Send them as many videos and photos before you sent the item. Also tell them to provide photo proof of the defect and not a blurry photo.

Nilpa198209/02/2021 19:26

Email support@samsunguk.zendesk.com andHelpdesk@samsungrecycle.co.uk Also …Email support@samsunguk.zendesk.com andHelpdesk@samsungrecycle.co.uk Also threaten that you will go to watchdog and trading standards. Tell them that your phone was in good working order. Send them as many videos and photos before you sent the item. Also tell them to provide photo proof of the defect and not a blurry photo.Read lessRead more

Thank you, I'll give that a try

just get it back, i've had 2 issues with them and they always want to cheap out and pay the minimum amount

Yep, you'll probably get more elsewhere than you would from Samsung

I have done two trades with them so far and didn't face any issues.

Not sure if I get it back then will they have damaged it. I knew this would happen as heard a lot about companies doing this on watchdog so made sure I took loads of photos

bigtam118/11/2020 09:45

just get it back, i've had 2 issues with them and they always want to …just get it back, i've had 2 issues with them and they always want to cheap out and pay the minimum amountRead lessRead more

Who do you contact?

hotrol18/11/2020 11:25

I had exactly the same issue with O2 when trading my Samsung s8+ for my …I had exactly the same issue with O2 when trading my Samsung s8+ for my Samsung s10+ last year.Told them there was nothing wrong with the phone and if they wouldn't honour the trade in, they could shove their new contract where the sun doesn't shine.As a "good will gesture" they honoured the price i was originally quoted.Funny thing was, the missus was trading hers in at the same time (separate transaction) but had a badly cracked screen which we were upfront about but still got a decent price. They also said hers had screen burn and offered a lot less money ... wtf !!!.Again told them to shove their new contract and they then honoured this one too!!Read lessRead more

Will try that but its not on contract

NuffinisFree18/11/2020 12:55

OP have you disputed the claim? I.e. have you gone back to them and asked …OP have you disputed the claim? I.e. have you gone back to them and asked them to show you where?This is from the samsung pageI have been asked to pay a surcharge because my old phone didn’t meet the trade-in requirements. Who should I contact to discuss this? Click to CollapsePlease contact MTR Group Ltd on 0333 207 9676 or email helpdesk@samsungrecycle.co.ukRead lessRead more

Yes they have shown evidence which we have noticed it is a blurred photo but caught them out as where the screen burn apparently shows goes further than the screen so it's not actually screen burn but the light. Been reading a lot of reviews all saying the same things about screen burn when there isn't actually screen burn. I have emailed to say I will be going to watchdog, media and trading standards. Let's see what they come back with.

Nilpa198224/11/2020 17:13

Yes they have shown evidence which we have noticed it is a blurred photo …Yes they have shown evidence which we have noticed it is a blurred photo but caught them out as where the screen burn apparently shows goes further than the screen so it's not actually screen burn but the light. Been reading a lot of reviews all saying the same things about screen burn when there isn't actually screen burn. I have emailed to say I will be going to watchdog, media and trading standards. Let's see what they come back with.Read lessRead more

Makes you wonder how they are processing the recycle phones, sound like someone is taking pics and then using the computer to anyalyse the photos.

NuffinisFree27/11/2020 17:56

Did you hear back

Nothing yet. Will let you know once I do

Heard back!! They waivered it!!!