Samsung Charged Me for My Trade up Device Claiming Never Received It When It Shows Delivered. What Can I Do?

CheetoJesus on 07/04/2022 - 12:56

Samsung Auatralia has charged me for my trade up device (ipad pro) $525. What shoukd I do? I posted the next day once I received the label, the postage says delivered at their facility in regents park sydney. I can't contact samsung because the phone just drops out on their number 1300 362 603 and says to email them. I emailed them already showing tracking and proof of delivery via the tracking number they provided it's been a week and still haven't heard back.

I just tried calling them now, went through the steps provided on the options screen to discuss a online order, it plays a voice message saying long wait times then drops out completely. You can't chat online because their chat is only for sales and they will not help either. I'm also waiting on my case for my s22 ultra which they still have not shipped which I've paid for and was meant to ship last month.

Do I issue a charge back? I've no idea what to do here because I can't contact samsung and this whole ordeal makes me want to just go back to apple.

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Comments

  • Drakesy on 07/04/2022 - 13:01

    I think your claim may fall with Asurion?

    • CheetoJesus on 07/04/2022 - 13:17

      It does unfortunately.

  • 87percent on 07/04/2022 - 13:10
    +1

    try and get through to any option when you call Samsung, like the concierge section for example. Then when you get through to them, tell them you've been transfered and see if they can put you through to the correct people. Make sure you tell them to stay on the line until you speak to someone

    • CheetoJesus on 07/04/2022 - 13:16
      +3

      I finally got through. Their customer service sucks so bad it's not funny. They want to send emails and all this crap to escalate it but I'm the one paying interest on the charge not them when a charge back would just solve the issue straight away. I'm also out of a ipad pro and the 525.

      • 87percent on 07/04/2022 - 13:19

        out of curiosity, was your case you're waiting on a "Galaxy S22 Ultra Silicone Cover with Strap"?

        • CheetoJesus on 07/04/2022 - 13:30

          Yep, just processed a refund now

  • scrimshaw on 07/04/2022 - 13:21
    +4

    The same thing happened to me and I had to file a chargeback / dispute. The bank ruled it in my favour and I was issued a new card.
    https://www.ozbargain.com.au/comment/10764362/redir

    Asurion support is useless, they'll promise you things but they never follow through.

    • CheetoJesus on 07/04/2022 - 13:29

      So I should just charge back anyway? Samsung is on with me now saying they're raising tickets etc but based on current experience and that thread you linked I shoukd just charge back? Samsung won't remotely lock my devices or anything?

      • scrimshaw on 07/04/2022 - 13:37
        +1

        They won't lock your device. However, my experience is vastly different as it was basically drawn out over a period of 25~30 days

        1. Sent device back (day zero). I actually sent back two trade-up devices on the same day.
        2. Got charged (a month later) for one of my devices.
        3. Contacted Samsung. I was given ASURION's contact information.
        4. Wrote to Asurion about being incorrectly charged. I provided evidence of the 2 items I shipped, including photos of the parcels, tracking number and the tracking events on Australia post website.
        5. ASURION explicitly promised that a refund is being processed.
        6. 10 working days passes and there is no refund, so I asked again. Their reply was that the refund was already processed and I need to wait 24 hours for a chargeback.
        7. No refund after another 11 days, so I asked again. Their excuse this time? We had issues with credit card processing so please wait longer.
        8. No refund after 4 days, contacted ASURION. No reply to my email and that was when I decided to file a dispute.
  • CyberMurning on 07/04/2022 - 13:28

    can you just deal with asurion not samsung?

    • CheetoJesus on 07/04/2022 - 13:30

      How samsung said I can't and wouldn't give me any contact details?

  • iNeed2Pee on 07/04/2022 - 14:14
    +4

    Samsung are legit the worst when it comes to customer service.

    • AdosHouse on 07/04/2022 - 16:47
      +7

      I'd like to introduce you to Qantas Customer Service……

      • iNeed2Pee on 07/04/2022 - 17:45

        Damn that is such a shame for an Australian company promoting still call Australia home lol

    • plmko on 07/04/2022 - 19:35
      +2

      Have you not experienced Telstra? They are reining champions 25 years and counting.

      • iNeed2Pee on 07/04/2022 - 20:57

        I have, and surprisingly they were bloody great. Especially during lockdown and the callers being in Melbourne with troubleshooting.

        My antenna was down for maintenance and they gave me 4 months of free usage. Maybe I got them on a good day?

  • jm7 on 07/04/2022 - 14:55

    The same thing has happened to me. They contacted me advising they didn't receive my device, the tracking said it was delivered, advised them of this, they responded saying it was received and I wouldn't be charged, and then proceeded to debit $605. I have contacted them twice since to have it reversed and haven't heard back.

    • CheetoJesus on 07/04/2022 - 15:44
      +1

      Seems like this is a normal occurance now after reading up on it, I've just lodged the charge back and will let nab handle it. I'm sure once they see how crap samsung customer service is I'll get my money back. And for your 600 I'd be lodging a chargeback for that as well through your bank.

  • Xyzzy on 07/04/2022 - 14:59

    Asurion do seem to be the new Kogan.

  • CheetoJesus on 07/04/2022 - 15:40
    +1

    Update for whatever it's worth. I called samsung they have raised a urgent case, I called nab and lodged a charge back afterwards. Nab said they will efectively engage all parties involved angway once they investigate. So unless NAB knows someone at Asurion which you can't contact anyway as their phone number l found online for Autralia doesn't work and can only be emailed for which they still have not even replied to me in days. And Samaung customer service sucks real bad plus my evidence of having shipped the device with tracking and shows it delivered I'm fairly confident I'll get my money back.

    I'll update thread with final outcome once it happens.

    Lesson learnt I will never be doing any trades ever with samsung again, and as much as I love my new tab ultra and s22 ultra if this goes sideways and I don't get my money back or device I will be going back to apple.

    • PompeiiGraffiti on 08/04/2022 - 11:22
      +1

      JB's trade partner have been very easy to deal with for future reference (Square Trade)

  • KBZ on 07/04/2022 - 16:10

    That's so weird I recieved my S22 Ultra which I ordered with the silicon case but haven't got an email from Asurion regarding returning the phone yet.
    I'm assuming it's cause I haven't recieved the case but you already got the return label without recieveing the case?

    • burningrage on 07/04/2022 - 22:19

      Same! Same!

      But in my case, I haven't even got the Silicone Strap. Which means the order wasn't complete.

    • CheetoJesus on 09/04/2022 - 05:26

      I think you could be onto something. I got the phone, the case itself still has nit shipped, still says processing. I received the phone, I know 100% Asurion recieved my ipad (trade in towards the phone). I've lodged a chargeback with NAB now anyway and will let them sort it out.

  • Ocker on 07/04/2022 - 18:24
    +1

    Just do a charge-back and let them sort it out - that will certainly get their attention

    • hasher22 on 07/04/2022 - 22:03

      Off topic: Do chargebacks red flag your card and/or account if you do too many or do a certain amount? I never used to do charge backs but I had to last year 3 times and I had good amount of evidence.

      But is there technically an ethical limit?

      • John Kimble on 08/04/2022 - 09:13

        If they are legitimate chargebacks, you shouldn't have to worry.

        I don't think there is a set limit, but if you end up costing the bank too much, then of course they can cancel it.

        I once cancelled a customer's card for good after they kept getting compromised. It was something stupid like 6 times in 1 year something. It's not really the cost of reissuing that is the problem, it is all the fraud you may have to write off.

  • CheetoJesus on 21/04/2022 - 16:17
    +2

    Ok here's the update for anyone following this. NAB rule in my favour and will charge back the full amount.

    Funny thing happened, Charge back was approved in my favour yesterday. Today I received a email from Samsung, a MONTH after receiving my trade in device. The email said…

    Thank you for returning your Samsung Trade-Up device

    Hi,

    We’ve received your device back at our warehouse for Trade ID ******. It will now be assessed to check it’s condition.

    What happens next:

    1 - If your device meets the expected condition, then your Samsung Trade-Up is complete (you will not receive an email to confirm this)

    2 - If your device does not meet the expected condition, we will contact you for next steps

    If you have been charged a late return fee a refund will be organised for you.

    Thank you for using Samsung Trade-Up.

    Lmao, seriously last time I ever trade anything with Samsung, I don't care how much trade up credit or promo credit they apply. In any case I won the dispute as I thought I would and Asurion can go jump off a bridge.

    Absolutely the worst customer experience I've had. I'd hate to have a faulty device from Samsung this entire issue has taken way longer than it should to fix. Samsung hasn't even shipped my phone case yet 2 months after ordering. That will be my next charge back.

    • Xyzzy on 27/04/2022 - 15:02

      Thanks for the update. Always nice to hear the end of the story.

      • CyberMurning on 27/04/2022 - 15:23
        -1

        happy ending! who doesnt like it

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