Samsungtradeinoffer Arvostelua 

SCAM!!!! Sent my Samsung Galaxy Z Flip4 in perfect condition. They sent back photos claiming damage — but an independent specialist confirmed the phone in their picture is NOT a Z Flip4 at all, it’s a completely different device. They refuse to provide proper proof, hide behind anonymous emails, demand £75, and threaten to disable my phone. Harassment, false evidence, and a clear scam. Avoid at all costs!!!

Same as others, traded in a phone in near perfect condition, now they claim its damaged and want payment.
I had pictures of the device taken before sending showing no damage as advised by others with the same issues, it was also packaged exceedingly well.
Response from them was poor, pay or we disable your new device. Samsung response was more professional but they were not able to help.
Possibly phone damaged on purpose to try and claw back £50, actual repair cost for the damage shown in the picture is around £8 to replace back glass and about 10 mins of someone’s times, so a quick way of making a few pounds.
I’m unlikely to purchase or participate in Samsung promotions again.

Totally a scam! I wish I had read the reviews before agreeing to Samsung's trade-in offer.
I had exactly the same experience as many others. I sent in my S24 ultra in perfect working condition, but then received a request to pay £150 for alleged damage that was supposedly found on the device.
After several emails they really didnt care, they found a minute mark could have happened at manufacturing. In fact, the photos they shared do not clearly show any damage at all, which I pointed out to them.
They are still demanding £150.
DO NOT TRADE IN YOUR PHONE.

Disappointing handling of Samsung trade-in dispute

I have been a Samsung customer for many years, but my recent experience with Samsung's trade-in process has been extremely disappointing.

I traded in a phone which I had always looked after carefully and was subsequently told that I needed to pay an additional £150, with the device assessed as having “Display faulty – Display damaged & dust under lens.”

I disputed the assessment and asked what I thought were very straightforward questions.

My phone had been sent with a screen protector fitted, so I asked whether this had been removed before the actual display was assessed. It took several emails before I finally received confirmation that it had.

I then asked them to identify/provide the photograph showing the actual display after the screen protector had been removed and to show where the alleged display damage could be seen.

I also asked for evidence demonstrating that the alleged “dust under lens” was actually underneath the camera lens rather than something visible externally.

Instead of directly answering these questions, I repeatedly received very brief responses essentially telling me that the faults were visible, the surcharge was valid and I should pay it.

I eventually escalated the matter directly to Samsung. Although Samsung's communication has been considerably more professional, I still feel that I am receiving explanations of the general Trade-In Terms and Conditions rather than answers to my fundamental question: what evidence demonstrates that my particular device had the faults being alleged?

What has particularly concerned me is being warned that my new Samsung phone could be remotely disabled if I don't pay the disputed £150. I am currently abroad and need my phone, so I feel I have little practical choice but to pay the surcharge while continuing to dispute it.

I have made it very clear throughout that I am not trying to avoid paying a legitimate charge. If Samsung can demonstrate that my device genuinely had the faults alleged, I will accept that. I simply expect a £150 reduction in trade-in value to be supported by clear evidence and reasonable questions about that evidence to receive direct answers.

The whole experience has left me feeling as though I am dealing with scripted responses rather than people actually reading and addressing the substance of my complaint.

For a company I have remained loyal to for many years, this has been a very disappointing experience.

I hope Samsung will still properly investigate the matter and restore my confidence in its trade-in process. If the complaint is resolved fairly, I will happily update this review to reflect the outcome.

Agreed the exchange of the Fold 5 for the new Galaxy that they emailed receipt as being received 12 days ago.

However, I had also take the precaution of getting it Samsung checked in Belfast with a new internal screen protector being applied. So when posting it as per instructions, I knew it was it in great condition- no cracks, chips etc.

My precautional approach is SIMPLY because previously I was caught out by a supposed blur/burn on the screen pixel- so difficult to see but didn't question it, paid and accepted their perspective as part of the samsung trade in approach to claw back some money from the discount. Hence why, I took a precaution this time.

But today, 10+ days after being posted, received following message without warning:

"Unfortunately, the device condition that we have received does not match the device () you declared you were trading in on Samsung.com.

Other: Device Faulty - Frame is damaged

The device you sent is of a lower value, meaning there is a fee of £150.00 required to complete your Trade In.

Please use the link below to pay this fee now."

How do MTR (3rd party handling the process) calculate the cost, and also affirm the damage didn't occur whilst in their possession? ALSO WHAT OF THE 10 DAY PERIOD-FOR ISSUES TO BE RAISED?

I will be raising the dispute with Trading Standards if Samsung Trade In aka mtr.co.uk don't drop their challenge, especially when it has been 12 days not 10 when the phone was received.

Plus, even if it had been damaged- what question was raised in relation to the frame- the screen was the focus!


So yes, it's a very subjective and questionable process and I no longer trust the trade in approach afforded by Samsung!

I bought the new Galaxy Watch 9 with a $150 trade-in of my Galaxy Watch 8 Classic. During the buying process, specifically at the trade-in section I chose Galaxy Watch 8 (mine is Galaxy Watch 8 Classic) since that was the only option available for the 8 series. Today I was notified that my trade-in has been rejected because my watch is a n 8 Classic, not a regular 8. I called Samsung CS and got the same reply. Is it my fault that I chose to check off the Galaxy 8 option since that was the only option available for the 8 series? I believe Samsung made an error in not listing the 8 Classic. But the customer is being penalized and inconvenienced for their mistake and/or vague listing of the 8 series in their trade-in offer. I am extremely disappointed as a long time Samsung customer.

My story is pretty much the same as most people , I sent my s22 ultra in for trade in. I kept the phone in pristine condition and even returned in its original box. I was contacted a few days later stating it had arrived and will be in touch. 27 days later I got the message that the phones back had lifted and i had to pay £25 within 7 days or a threat that my new phone would be deactivated.. I obviously wasn't happy..I called and told them they was no way that phone was damaged etc etc. But to no avail. I called samsung today and explained how mtr weren't interested, samsung customer services reassurred the £25 would be wavierd and they would contact them...30 minutes after the phone call I received another email from mtr..the trade in team stating the battery was damaged and had swollen up causing the back to lift, so they would be no wavied fee. 😆 absolute scam. I've spent around £5000 on samsung products over the last 4 to 5 years and to be forced to pay in my eyes £25 is unbelievable. Lesson learned do not use samsung tradein, I will most certainly be looking elsewhere in the future for a company who appreciates customer loyalty.

** Update** Thankfully my charge was overturned when i complained direct to Samsung. It has still left me feeling disillusioned with Samsung
though as it's clearly a scam!

I recently bought the Samsung S26 ultra direct from Samsung and traded in a S23 ultra in very good condition. It had a case and screen protector on them returned. I paid extra to return it and assumed all was fine as I didn't hear from them until 2 weeks later. They have now demanded £50 as the back is coming away. It wasn't when I sent it! After reading the other reviews on here, it seems like a common theme. I should have taken photo and video proof before I returned it. I have raised a complaint with Samsung.

Avoid — disappointing trade-in experience

I sent in a decent Samsung Galaxy Z Flip 5 that I believed clearly met the stated point-of-sale criteria. I was then invoiced £150, with a photo provided as evidence that, in my opinion, did not clearly show the damage or justify the charge.

I was also told that if I didn't pay the £150, my new phone could be deactivated. I found this approach extremely aggressive, disappointing and felt it put unnecessary pressure on me as a customer.

After this experience, i will be removing myself from the Samsung eco system. I wish to buy from a more reputable company that I feel operates with greater transparency and treats customers fairly.

My advice: make sure your phone looks new, they don't factor any wear and tear at all.

Very disappointing/frustrating trade-in experience
I have been a Samsung customer for years, but a recently trade-in experience has been extremely disappointing.
The phone I traded in had been in daily use, was fully working, and was in excellent condition when I carefully packed and sent it. It had never been opened or repaired.
After Samsung Trade In department received it, I was informed that the "back cover was lifted" and that I had to pay an additional £25. I disputed the assessment because the phone was not in that condition when it left my possession. The only evidence provided was photographs taken after the device had been received and inspected, which do not prove its condition when it was shipped.
I disputed the assessment, but my appeal was dismissed. What upset me even more was the tone of the communication. I received an email stating: "Failure to do so could result in your new device being remotely disabled until payment has been made."
I felt pressured into paying the £25 because the email suggested there would be consequences for my new phone if I didn't. It felt more like a demand than an attempt to resolve a genuine customer dispute.
The whole experience left me feeling that the customer is at a disadvantage if they disagree with a trade-in assessment.
Unfortunately, this experience has seriously damaged my confidence in Samsung's trade-in service, and I will not be using it again.
I only wish I had read the Samsung trade-in reviews before deciding to trade in my phone - be aware! ☹️

Totally a scam! I wish I had read the reviews before agreeing to Samsung's trade-in offer.
I had exactly the same experience as many others. I sent in my Galaxy Flip 5 in perfect working condition, but then received a request to pay £150 for alleged damage that was supposedly found on the device.
After several emails asking them to provide evidence of the damage, they have shown no intention of proving their claim. In fact, the photos they shared do not clearly show any damage at all, which I pointed out to them.
The case is still ongoing, and it is even more concerning now that I can see so many other customers reporting the exact same experience.

Really puts samsungs reputation at risk. Photo does not show anything meritting a 50% reduction in their offer of 300!!! Shocking. I would not have purchased the new one.!!!

Update - I maintain i won't use this trade in service again as stress levels went through the roof but I positive shout out to the manager at samsung who restored my faith in Samsung and resolved this. Thank you samsung.

Absolutely shocking service sent my phone in and it was in perfect condition. Just received an email saying they want £150 as phone back is raised. It definitely wasn't when I sent it. They are threatening to block my phone unless I pay. I'm going to take this all the way if I have to. I have a theory. The 3rd party trade in company get a bonus if they find a fault or damage. So I think they create the fault or damage to get the bonus.

Sent in phone for their trade in did a factory reset in settings. Later they claim it had the security enabled and denied trade in and charged back the trade in value. Then they send a message that they are denying it and you have that day to request them to send it back or they will recycle it. What a rip off they are

After trade in old phone, 31 days later I was informed my old phone have some dust in camera. Not even clarified as fault. I was asked to pay additional 150. I made a complaint but I was advised my new phone will be locked if I don't pay. Im surprised samsung having so bad third park company using they name. Shame of you !!!

My experience with Samsung’s trade-in programme was extremely frustrating and concerning this time (it is a shame that I have used this before without any issues).

I sent in my Samsung S23 Ultra in excellent condition in March (I even paid for extra postage and took out extra insurance for a piece of mind) and received confirmation the next day that it had been received and that no further action was required at this stage.

Then, 28 days later, I was suddenly asked to pay £150 for an alleged issue (“back cover lifting”), based only on a photo that did not clearly prove the claim. I strongly dispute this, as the phone was in excellent condition when sent.

This demand came well outside the stated time frame in their trade-in terms and conditions (10 days), which raises serious concerns about how these assessments are handled.

I was also warned of consequences if I didn’t pay, which added unnecessary pressure to resolve something I did not agree with. (Either return the new phone or pay £150 and if I didn't return it they would remotely disable the phone until a payment was made).

Only after I challenged the decision and escalated the matter was the charge waived, with confirmation that no further action was required.

While the outcome was in my favour, the process itself felt unfair, poorly handled, and unnecessarily stressful.

After reading other reviews, it’s clear that very similar experiences have been reported by multiple customers.

My advice: document everything, check the timelines carefully, and don’t accept additional charges without questioning them.

I also reported this to BBC Watchdog, The Trading Standards and Samsung itself as something fishy going on that they should be aware of. I encourage everyone that is affected by this to do the same.

Sent a s24ultra for trade in ,this phone was in excellent condition (full case , screen protector and camera lens protector).
Got an email stating the back had lifted and a bill for £150.
How can Samsung or it's representatives do this, even if the case had lifted how can they blame customers for a knowen manufacturing fault with their phones.
White goods ,four Tvs, sound bars and countless phones, sorry Samsung no more.

I am livid!! Had an email y'day saying the back of the phone i have sent for trade in is lifing off!!! That phone was in pristine condition only a few scratches on the screen!!! Now saying I have to pay £150 otherwise they will disable my phone!!! A bunch of conartists and I will b taking this further!!! Samsung trade in or MTR group get in touch cause I will take this lying down!!!

DO NOT USE SAMSUNG TRADE IN WHO OUTSOURCE TO MTR. SCAMMERS.
Sent in immaculate flip 5 phone for trade in to be told the bottom screen had pixel damage and the frame is damaged. Phone was packaged extremely well. MTR blunt and rude in responses, or dont respond to your questions, threatening my new phone would be shut down, even though I had paid to have my old phone sent back to me. Passing me to samsung to complain, samsung send me back to MTR, terrible service. Refused to let it drop and kept ringing samsung and emailing MTR, raised the complaint furthwr with Samsung to eventually be offered £50 voucher for online store, declined requesting to take this further offered £70 voucher to be used in samsung store and that nothing further would be offered. Awful service, and now have a phone that was fully working broken by MTR who clearly get commision based on amount of damage phones they find. Also, they waited.just over the 14 day cooling off period to tell you you owe for your 'damaged' phome. Yet my sister sent in an old model of phone same day as me, and was sent confirmation all was ok withing 5 days of receiving new phone - this seems to be a common theme reading other reviews.
Not very environmentally friendly samsung, you need to review your trade in process with MTR who are liars and break phones

Disgusting, abusive, gaslighting, harassing, manipulating 5 words to describe Samsung Trade-in team! Contacted to advise delay in returning old phone due to genuine illness. Point blank refusal to discuss, or extend return window. Continued to threaten deactivation of new device unless payment made immediately to value of trade-in. I tried multiple times to explain situation, still want trade-in, just need additional time due to serious illness. Not only did they double down, they point blank refused to take a complaint or provide complaint process. Ended up borrowing money to pay to stop deactivation of new handset, as that would have put life at risk. Which they knew. Yet they still have not removed deactivation threat. Absolutely disgusting.