Be Very Careful of Samsung Trade in through Asurion

Drj55 on 24/05/2025 - 14:01

Long story short. I traded in a s23 ultra for S25 ultra and was offered $570. However, on receiving the device they allege a scratch on the screen. What exactly do they expect for a phone in constant use for 2.5 years? From numerous reports littered through the internet if it's not a scratch it's the battery, or a pixel or the edges or whatever else they can come up with.

Instead they offer $65. Just a slight difference for an otherwise perfectly working phone. They will however send it back to you and keep the trade in price which they deduct from your CC before sending the device in. So that's not the end of the world, but here's the kick: You won't get an updated receipt from Samsung for the full price you have paid. So if you want to claim on tax or through work you're out of luck.

So beware. Unless you are certain that your trade in is in MINT condition, don't even bother. You will be disappointed and you will end up paying retail for the new phone but have a receipt for hundreds of dollars less than you paid.

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Comments

  • Downvoter on 24/05/2025 - 14:08
    +18

    Is the screen scratched or not?

    • Shoocat on 24/05/2025 - 14:35
      +38

      Reading between the lines, yes.

      • Baysew on 24/05/2025 - 15:13
        +3

        Between the scratch lines?

    • Jimothy Wongingtons on 24/05/2025 - 14:37
      +2

      This.

      I only ever traded in once but I vaguely remember the app does asks specifics like is body in mint condition, do buttons work, any dents, any obviously issue etc.

      Is there a scratch or not?

      $65

      Is this a typo?

      • Drj55 on 24/05/2025 - 17:24

        Not a typo.

        On a side note. What do you think they do we these phones? Do they just resell as-is on the second hand market? I kind of thought they stripped them down to memory and processors and ram etc but maybe that's naïve.

        Maybe they only want pristine phones that they can resell. But seriously I wouldn't pay $570 for a 2 year old and 2 generation old Samsung phone, so I thought the trade in was more of a loyalty offer for Samsung to Samsung trade ups.

        Perhaps they rely on finding "defects" with the majority of phones and people just accepting the pocket change for the phone.

        • Jimothy Wongingtons on 24/05/2025 - 17:27

          I would say most are resold

          There’s prob some rebate agreement they have with Samsung , or other random government incentives to ‘recycle’ e waste.

          I suppose they could be stripped down but definitely not locally.

        • Assburg on 25/05/2025 - 18:23

          Samsung s23 ultra OEM screen parts + labour is about a $500 replacement.

          I suspect that's why they have deducted that much from the trade in offer.

    • Banks on 24/05/2025 - 15:45
      +1

      It probably has microscopic scratches like most phones do after a few months.

  • Aureus on 24/05/2025 - 14:12
    +16

    If you use a screen protector then you can trade in without any scratches.

  • brendanm on 24/05/2025 - 14:17
    +2

    I only people had posted before warning of this.

  • Hybroid on 24/05/2025 - 14:21

    Issues with Samsung & Asurion have been happening for years: https://www.ozbargain.com.au/search/node/Asurion%20type%3Afo…

  • vince088 on 24/05/2025 - 14:25
    +3

    Never had issues as I traded phones in every year.
    I even give them as is with a glass protector and my old case :D

  • Drakesy on 24/05/2025 - 14:36
    +16

    So you mislead Asurion and was surprised when they regraded your phone?

  • Summoner on 24/05/2025 - 15:00
    +12

    Asurion is generally bad, but this time, it appears you are in the wrong.

    They are doing this to make a profit. They assessed your phone and decided it was not worth the trade-in value. So they offered a new trade-in value, as well as the option to return your phone. Not sure what else you expected from Asurion.

    In your post, you seem to admit there is a scratch on the screen. If you answered that correctly in the first place, you would not have experienced this.

    • FireRunner on 24/05/2025 - 15:34
      +5

      From $570 to $65 seems pretty steep.
      Unless it was a really gnarly scratch, it doesn’t seem like a fair re-evaluation.

      But yeah, at least the option to have it sent back is there.

      • Summoner on 24/05/2025 - 17:44
        +3

        Not defending Asurion on that. I totally agree that they are unfair.

        But that's the price we pay when we compromise and go through those types of resale businesses. Car dealers, trade-ins, cash converters, and so on. They all lowball you.

        I guess getting the cashback bonus, not sending the device back, coping with the non-return fee, and selling it privately is the way to go.

      • Baghern on 26/05/2025 - 11:47

        Yeah but these are obviously to be resold as refurbished

        Even with refurbished no one wants a scratch

  • Bruceflix on 24/05/2025 - 15:01
    +6

    Must have been a gutsy scratch to affect trade-in value.

  • Banks on 24/05/2025 - 15:38
    +4

    Unless you always use a screen protector and TPU case, then it's 100% guaranteed to have a scratch even if you cannot see it. If you use a torch and shine it at an angle, you will see the scratches…

    I cut my nails often and on my Samsung A15 I got from Amaysim for cheap it is already scratched. I only use this for playing gacha games.

    There are probably some tricks to not having the phone rejected. e.g. You must have previously used a screen protector and case, but you should still put a new screen protector on it and put it in a new transparent TPU case, total cost is $2 or so from Aliexpress.

    Edit: Finished reading the original post again and it was not the screen protector. However, it might be advisable to replace the screen protector with a new one before trading in if it looks scratched, same with the case because it gives it that feels like new vibe which might allow it to pass through more quickly.

  • MS Paint on 24/05/2025 - 15:50
    +6

    I thought this was common knowledge pre-covid.

    • 30year old Camry on 24/05/2025 - 16:47
      +4

      ADAATIHS?

      • MS Paint on 24/05/2025 - 16:56
        +4

        @mapax - can you seek urgent approval from the board please?

        I know Brian's in Noosa for the weekend but should be available on Teams.

        • mapax on 24/05/2025 - 19:03
          +4

          Brian Perez? He “resigned” a fair while ago, he was alleging board corruption and making some unfounded claims that I had too much power.
          Regardless, the board has amended it to ADAATHS to fit the 7 character format and granted approval.

  • AndyC1 on 24/05/2025 - 15:52

    Yet another OP who does not read the issues already posted about dealing with Asurion, but uses the dodgy trade in and gets stung.

    • plmko on 24/05/2025 - 16:13

      Amazing isn't it.

  • ttlooshan on 24/05/2025 - 15:54

    A 360 case is your best friend. have never had issues with my declaration and what they assess my device as.

  • DingoBilly on 24/05/2025 - 16:11
    +2

    Just to balance the conversation, I sent in a phone with plenty of scratches on the screen and back. Didn't affect my trade in value at all and was pretty easy, but my phone was only valued at $150.

    You do read about horror stories, but I do wonder how bad the scratch would have to be for it to be lowered. I suspect people are under representing the damage.

    • mbck on 24/05/2025 - 17:09

      I think its more about when you answered the original questions. If you said it was mint, then its on you if there are actual scratches.

      Also lower value vs higher value may impact how strict they follow the grading.

  • Drj55 on 24/05/2025 - 17:19
    +7

    So they sent a photo of screen taken on an angle with a light source at 45 degrees. There was a scratch, a scratch I never had noticed when using it. It's a 2 year old phone that is $2000 new and they were offering $570, which I would think adequately addresses it's decline in condition. Anything second hand, especially a gadget used on a daily basis like a phone is going to have some dinks in it.

    Anyway my post is not to ask for the world's tinniest violin to be played, but to let future people know that unless you phone is in near pristine condition don't bother sending it in. You will be offered an insulting low ball instead and then you will never have a receipt for the full value you paid for your phone.

    To their credit they're posting it back to me so I can keep it as a back up phone.

    • vorsprung on 24/05/2025 - 21:06

      If its truly in fair condition, try sell it to Mobile Monster. I’ve sold two phones to them. First one (a year ago) was fine, second one they reduced the price from $1030 to $990 due to scratches on the screen. I knew it wasn’t pristine, but I thought I’d try my luck. Received payment yesterday.

      They offer free postage both ways, I added insurance via aus post.

      I think Mobile Guru pay more, but I’ve not used them personally.

      • heRyDrOiLicaVO on 25/05/2025 - 13:55
        +1

        I've used Mobile Monster as well. A couple of years back I sent my phone in as "Working" conditon. Happily surprised when they upped the condition and payment to "As New" without me needing to do anything. Would never use 'trade in' companies through major retailers or the phone makers direct - nothing but bad experiences reported per above

    • MrThing on 26/05/2025 - 16:56

      so they inspected it carefully (which you didn't) and yes there was a scratch

      whats the issue again?

    • vorsprung on 24/05/2025 - 21:02
      +2

      Speaking of overpriced garbage, aren’t you a huge fan of European cars?

      • SYLTB on 24/05/2025 - 21:13
        -3

        That's right I was and am speaking of overpriced garbage phones as I said above=> it is just a fkn phone that's it. It is not a home or car. Btw, I do not buy an expensive brand new car.

        • gromit on 25/05/2025 - 19:57

          So it is ok to waste 10s of thousands on crap euro cars, but a few grand on a phone u draw a line? Amusingly most people use their phone far more than their car.

      • Drakesy on 26/05/2025 - 16:16

        ThE PEuGEOt 3008 Is THe GreAtESt CaR In EXIstEnCe

    • zubzub on 26/05/2025 - 21:44
      +1

      You think high end phones costs $25 to manufacture? That’s wild. Why do you talk about cars like they are investments? It’s ‘just a fkn car’.

    • Duff5000 on 26/05/2025 - 22:43

      Their manufacturing costs are about $25-50.

      You clearly have no idea what you are talking about.

  • p1 ama on 24/05/2025 - 21:27

    Don't understand why you're shocked - trade-in services have always offered very poor value, whether that be trading in your car to a dealership, your phone to Asurion / Samsung, or bringing in your old junk to Cash Converters.

    Just list it on Facebook Marketplace, or on eBay if you want to do no work and just get rid of it.

    You can do your own research - https://www.ebay.com.au/sch/i.html?_nkw=s23+ultra&_sacat=0&_…, it seems that you'll still get a better price anyway. Take it as a blessing.

  • gromit on 25/05/2025 - 15:33

    If you want premium price for trade in you have to treat the phone exceptionally well and no way they would except even minor damage, that means a cover at all times and screen protector, they expect a pristine phone for a pristine price. having said that the $65 offer is just taking the piss.

  • U4333439 on 25/05/2025 - 15:42

    I was concerned when sending in my 5yo phone for $100 or whatever it was. I pleasantly had no issues. Phone was always on a case with a screen protector, so very limited wear and tear.

  • Trying2SaveABuck on 25/05/2025 - 16:39

    I traded in my S21 it was 4 years old but i always had a case and Screen protector on it and had no issues

  • devize on 25/05/2025 - 17:16
    +1

    Used a Google Pixel for trade in and they said the screen had visible signs of burn in, so they offered me $10 for it. I asked for it back, they sent it back without the original box that I sent it to them in and there were indeed no signs of burn in. Never worth using these guys for an actual trade in, will stick to the $1 and trade in credits from now on.

  • Bidet Mate on 25/05/2025 - 17:37

    Don't want to hig pile on you here, but why trade in for an s25 ultra?
    I've compared the two and s23 ultra is way better. No amount of AI slop can make up for the drop from 10x optical to 5x optical, and feature wise there's nothing interesting other than marginally better hardware?

    • Drj55 on 25/05/2025 - 22:20
      +1

      Like all phones, the battery was going.

  • Nads2407 on 25/05/2025 - 17:54

    i traded a pixel 7 pro in with a dodgy charging port and the excepted it.

  • ceej11 on 25/05/2025 - 18:47
    +1

    I sent in a phone and they claimed it had a cracked screen which it 100% did not and it was posted with plenty of protection. They then proceeded to drop my trade in value to $0 and charged me a few hundred as a result. I had to basically complain through Samsung until eventually they agreed to the original valuation. I would highly recommend avoiding these Asurion jerks, I will never use samsung because of what happened. At the very least take plenty of photos before posting it off if you're going to run the gaunlet.

  • alxr0101 on 25/05/2025 - 19:17

    They would have to provide a tax-valid document for the deduction, or an amended tax invoice to the original. If they fail to respond, charge back.

    ATO should take an interest in their processes.

    • Drj55 on 25/05/2025 - 22:28

      I spent some time arguing with Samsung rep online but the answer was: receipts are computer generated and there's nothing they can/will do. Now I have receipt and one CC charge for the phone minus trade in price, and another CC charge for the failed trade in and no receipt at all from them.

  • mpatil on 25/05/2025 - 20:44
    +2

    I had the same issue. They complained faulty screen and took pictures in weird light to make it look pink. There was nothing wrong with it. I asked them to send it back and sold it on Facebook for double the trade in price offered by them.

  • kzrocky on 25/05/2025 - 21:16
    +1

    Simalar story rhey are crooks. I will never trade in again.

  • dipanandha on 26/05/2025 - 07:59
    +1

    Same experience. Jb hifi ix much better as they give much options to describing the phone condition. I like Samsung as a brand but this time they shared there platform with the wrong company.

  • gstfree on 26/05/2025 - 10:30

    Thank you for sharing the experience.

  • johnfuller on 26/05/2025 - 14:44

    sent mine back, lost in transit, was charged in full

  • SupeNintendoChalmers on 26/05/2025 - 16:51
    +1

    I was accused of sending them a phone with a cracked screen. I've heard about their history, so I bubble wrapped my device AND filmed myself packaging and sending it

    When they sent me the accusatory email\phone call, I shared the video with them.

    The emails\calls stopped, and I was not charged anything.

  • MrThing on 26/05/2025 - 16:55
    +1

    So the OP hasnt said yet…….

    was the screen scratched or not?

  • Paul97 on 26/05/2025 - 21:09

    I traded my Samsung S9 for a dollar and got the Samsung S24+ for around $650 during the secret sale earlier in the year. No issues. Declared the state of the phone.

  • clover on 30/05/2025 - 01:52

    I bought second hand phones before and phones with scratches on the screen are the first ones I eliminated. So cheap screen protectors are nowadays, why can’t ppl use them? Buyers will be very picky with phones they expect to pay 500s or more, even though they are second hand. So I can understand why Asurion gave such a low valuation ( takes longer to sell, or costs them more to replace the screen)

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