Samsung Trade up - Being Charged Deductible before Sending Device off

Kozhutki on 12/02/2022 - 15:37

Hi,

First time I've done their trade up program. I'm trading in my s7+ tab for the s8 ultra which 'gave' me $450 off the total price (assuming their tests go through fine - tablet is in perfect shape). I noticed I have a pending amount of the $450 charged by Asurion who I believe does the testing and buys(?) the devices from Samsung.

Does this pending amount exist to prevent thieves from doing something dodgy and the charge will go away if they find no issues with the device? I've looked through their website but I didn't see it being mentioned that they would charge the amount before any transaction has happened. And further, how does the send in process work? I've not received any email from Samsung or Asurion regarding the postage (maybe I'll receive something when the device is actually released?). I also read that they pay for the shipping and all you need to do is go to AusPost and either they send it away or you get a coupon to get a shipping box?

I would appreciate anyone who has experience with this to chime in, and if there's anything else I should be aware of before I send the device back to them,

Thanks

Electrical & Electronics

Related Stores

Asurion
Asurion
Samsung
Samsung

Comments

  • JimmyF on 12/02/2022 - 16:51
    +2

    Does this pending amount exist to prevent thieves from doing something dodgy and the charge will go away if they find no issues with the device?

    It's a hold on your card to basically protect them from what you said. Once your device checks out the hold will be released.

  • BuyoTheCat on 12/02/2022 - 18:58

    Is that how it works now? I wasn’t charged that way when I did a trade in mid last year.

    And would you not have gotten more selling the S7+ second hand?

    • plmko on 12/02/2022 - 23:13

      It's not about the value of the phone, you need something to trade in to trigger the bonus credit which greatly outweighs selling it privately.

  • buckster on 13/02/2022 - 07:14

    Yes, and when you use the trade up app it specifically mentions now that a holding charge equal to the phone value will be made when you get to the final stages

    • Kozhutki on 13/02/2022 - 13:45

      I remember briefly seeing a message like that but it was late in the day and it was past my bedtime so I hurried through it I guess. thank you

  • solidussnake on 13/02/2022 - 08:23

    Probably because most of ozbargain abused the trade in system by not sending in devices and they're probably getting sick of it by now

  • kyle on 13/02/2022 - 08:24

    Yes the charge is there to confirm you've used a valid credit card. After you receive your new item, you'll get an email asking you to print/ take the email to Australia post to return the old device. They pay for satchel and postage and you'll get a tracking number.

    • Kozhutki on 13/02/2022 - 13:45

      thanks mate appreciate it

      • kyle on 13/02/2022 - 16:47

        The email that came when we did the trade in for a phone back in June 2021 looks like this:

        Hi XXX,

        Thank you for recently completing your Samsung Trade-Up order. We hope you're loving your new Samsung device.

        Once your new phone is successfully set up, you'll need to return your original device within 7 days to avoid a late return charge. It's as easy as:

        1 - Transfer your data to your new phone

        2 - Unlock and disable all passwords and security features on your original device

        3 - Erase any data by performing a factory reset and remove your sim card

        4 - Take your original device and this email into your nearest Australia Post outlet

        5 - Australia Post will take your original device and return it (at no charge) when you show them the eParcel label attached to this email

        • Kozhutki on 13/02/2022 - 17:56

          thanks mate.

          did you just take the phone with its box to them and hand them the email? have any dramas with the trade in?

          • redforever on 13/02/2022 - 18:37

            @Kozhutki: No need to bring the box. Not even the cable and charger. Just the device.

          • kyle on 14/02/2022 - 06:39

            @Kozhutki: I still had the original box, so I just packed the phone back in.

            • Kozhutki on 14/02/2022 - 07:20
              +1

              @kyle: sweet, thanks for your help

  • boneless-skeleton on 15/02/2022 - 18:33
    Merged from Samsung Trade-up Charge after I Got The Code (but Have Not Used It Yet)

    Hello OzBargainers, just want to ask about the trade-up app of samsung.

    When I used it earlier, it charged me the trade-in value of the phone ($130 - Pixel 4 XL 128gb) even though I haven't even used the code yet.

    Is this normal for the process? I thought it would only charge whenever I didn't return the device at a given time.

    To summarise, I finished the trade-in process in the app, then they already charge me $130 instantly (it's on pending in the bank account yet, cause its new). I haven't used the code nor bought anything with it.

    Thanks for anyone who can answer.

  • Motek Benzona on 17/02/2022 - 11:51

    I CANCELLED my trade in code, was told that the $650 would be off my account within 5 business days and it has not happened. They wont reply on facebook, they wont reply to my emails (only 2)

    Their official complaint form on their website does not work at ALL on multiple devices

    I have already spoken to AFCA who pointed me to a different email address and their compliance officer
    I have now emailed her and if i do not get a response i will be filing a complaint with AFCA

    Quick to take the funds but they SEEM to want to then hang onto the hold and not refund you

    • Kozhutki on 17/02/2022 - 15:14

      was told that the $650 would be off my account within 5 business days and it has not happened

      It's still a pending charge though right? If so, I wouldn't get too worked up over it. It's still annoying and the anxiety it gives sucks.

      Keep the thread updating with your outcome.

      • Motek Benzona on 17/02/2022 - 16:45

        Yes it's still pending but it came out of our budgeting account and it's real money gone not just a cc hold

        The compliance officer has emailed me back and is "investigating" it and also investigating why their complaint form failed to submit on s21 ultra, s7+ tab and surface pro 7

        • Kozhutki on 17/02/2022 - 19:08

          Better sit in for that multiple week investigation while your money sits inaccessible. Joke

          • Motek Benzona on 18/02/2022 - 08:17

            @Kozhutki: I got another email from Akshit late yesterday (a samsung CSR veteran) saying it would be done "by friday" and low and behold it is still on hold

            If its not there tomorrow i will file an AFCA complaint in full as advised by them

            This is exactly why i cancelled my pre order via samsung, Asurion simply cannot be trusted with other peoples money when it comes to trade in

          • Motek Benzona on 19/02/2022 - 10:44

            @Kozhutki: Update: of course the money has not been released yet

            I received an email from samsung trade up saying it would be done yesterday 18th then, two hours later got an email from the compliance officer saying it was done on 16th and she is now initiation an "investigation" I have spoken to my bank who have not received any authorisation to release the funds

            Seems you are correctly with your last post however if this is not sorted by tuesday morning i will file with AFCA

            • Kozhutki on 19/02/2022 - 13:14

              @Motek Benzona: Sorry to hear this is happening. I don't see why this is acceptable. I understand why they do it but before the device is even out is a little ridiculous.

              • Motek Benzona on 20/02/2022 - 17:16

                @Kozhutki: its not acceptable at all, I am going to try my best to take them to task so this does not happen to anyone else

              • Motek Benzona on 21/02/2022 - 08:10

                @Kozhutki: Money is back in this morning. I won't ever go near this crooked mob again

                • Kozhutki on 21/02/2022 - 08:37

                  @Motek Benzona: I'm glad to hear it's resolved. Hopefully I don't have issues as well, first time doing a trade-in.

                  • Motek Benzona on 21/02/2022 - 13:21

                    @Kozhutki: I used them about 9 months ago trading my oppo x2 pro for an S21 ultra and it went flawlwessly, but then again they did not steal $650 on a promise of a trade in back then

                    • Kozhutki on 21/02/2022 - 18:31
                      +1

                      @Motek Benzona: I'll let ya know how I go in a few weeks.

                    • Kozhutki on 24/02/2022 - 17:33

                      @Motek Benzona: So I received my tablet today, haven't received any communication from asurion and now there's no hold in my bank. Not sure how to proceed…

                      • Motek Benzona on 25/02/2022 - 09:05

                        @Kozhutki: Just wait for them to email you, could be a day, could be a month.. then you reset your phone/device and sent it off with the label they will send you.

  • khmerunited on 20/02/2022 - 09:43

    yeh i got a few issues with the trade in for my cousin phone…

    he gave me the trade in code and I did everything to the point of paying for it through CC and there was an error..since then it say the trade in code alreadt been used. So he uninstalled and reinstall the trade in app and again they hold another amount…but the code still unable to use "Sorry, due to an error, trade-in service is unavailable at the moment" its so annoying….

    So i emailed them [email protected] to removed the pending fund on my acocunt (with the two code that was use for the trade) as it didnt went through with the order on samsung website.

    they responded…
    Thanks for your query.

    Apologies for the inconvenience caused. We can see that the charge has been placed on this account since you had agreed and proceeded past the payment collection on the Trade-up App. The charge is just a holding fee (Pre-auth charge) until the trade-up is completed and trade-in device sent back to us. However, if you wish to not go ahead with the trade-up we will cancel your trade-id and the amount will be refunded back to your account within 5 business days.

    i think it cleared after 3-5days….

    now he do it again as he really want that deal with the s22 ultra…..and the trade code still "Sorry, due to an error, trade-in service is unavailable at the moment" so annoying think im gonna give up…

    • Kozhutki on 20/02/2022 - 09:51

      Tagging @Goonerash

      —

      The whole process seems to be a massive cluster (profanity).

      • Motek Benzona on 20/02/2022 - 17:24
        +2

        They defo should not be allowed to take ANY hold beyond the $1 until you actually use the trade up, and I mean legally.

Login or Join to leave a comment
Login Join