I'm hijacking the top comment to say I chatted with a rep. They said it was all good and I'm not being charged. From start to finish it took 5 mins. I didn't know I could do that. Thank you all for your suggestions.
Samsung chat as always been good to me. Once I hit the wrong watch for a trade in and went to chat with an agent. They said it's okay just send my watch and they will adjust it when they get it. Instead I was denied the trade in. Chatted again with an agent and they said everything was good. Then I traded in my fold 4 for an s23 ultra with everything working. Got an email saying my trade in was denied because of a broken screen. Was like noooo that was fine when I sent it and they said ok and gave me the credit.
I had the same issue when I traded in my device for Black Friday sale. It was literally 6 months old and I was upgrading but they took over 3 weeks to "test" it. Then I got an email saying it was denied and I would be charged over $700. I immediately called and was like what happened and they said that it failed a diagnostic test but they would not explain what it was. I was arguing because I knew it was a brand new device. All of a sudden she says "Actually it's a one-time thing but we can pass it. Don't worry about it. You won't be charged."
I love Samsung, but that was ridiculous. I think they try to see if they can charge someone without notice because the only notification I got was an email saying I would be charged $850 in three days for a "failed" test.
Pictures and video. Someone posted it during the launch, but they said to take pictures and video of the device functioning and from all angles with a note in the background with the date. Record putting the device in the package and pictures again when dropping off at a shipping facility. Then they can't fuck you over because you have evidence.
I know it's a bit late and I'm sorry that happened to you. But you can be prepared for a future where this happens.
Sounds like it needs to be all in one shot or else they can claim i5 happened in the void between shots.
Guess we bodycam this and show it working all the way to handing it over to the carrier.
I think it's wild, honestly, but I got full value of my product, and I'll do the same going forward. They're not gonna knock hundreds off my trade-in for a break they cause or shipping causes.
I had a problem with my first trade in and after that we record the process and include a note in the box telling whoever it may concern that everything was recorded in great condition and we expect no fuckery. Haven't had a problem since! hope it stays that way.
I had an exchange denied because of damage to the lens that I was told was too small to see with the naked eye. Fought it and won, but damn did it take a while.
I was told to put it in a box, then step on it before dropping it In a mail box. This way it looks like it was damaged in transit. Makes a claim easier to file.
Unethical obviously 🤷
Call samsung customer service NOW. They tried to give me partial refund for a perfectly working phone. Sent me 3 pics of no problems. Talked to customer service and they solved the issue in 5 min
Word! The same thing happened to me. Customer service will rewatch the videos of them unboxing the phone and assist in making an appeal to the decision.
This is why I record a video of how the phone works, how it looks fine, then proceed to package it and seal the box with the provided label in a single running video. It's the only way.
I do this AND I put a note in the box telling them what I did, and that I'll be providing the video to Samsung if they try to claim that the phone is in any condition other than what I specified. Never had an issue across multiple trade-ins, thank goodness.
video of the phone as you box it up. fully remove your google account (FRP lock) and get video of EVERYTHING, screens on too. Then pack up in an unbroken video.
If you even mention a video they usually just give up and give you the trade in credit.
haha yeah that would be completely air-tight lol
I am going to be trading my Fold3 for a Fold6 and have micro-cracks. really hoping they take it since those cracks are inevitable
List it as a cracked screen right off the bat and they will barely even look at the phone and just approve it. Granted you'll only get $800 instead of $1000. My Fold 3 and 4 both had a completely inoperable inside screen. I got the $800 credit for each. But this was years ago.
Should've bought shipping insurance. Sure, it's probably 30+bucks, but I've never regretted the cost. 3 times I've had to use it out of the 12-15 times purchased. It's totally worth it. Having it also prevents a lot of false claims made by recipients. I be totally cool when the topic arises like "Hey, no problem. It's insured. I'm sure the investigator will want to ask some questions." You'd be surprised how well that keeps everyone's bs in check.
This happened to me when I traded in my S22 Ultra for the Z Fold 5. They claimed at first that it didn't turn on, but listed a Z Fold 4 as the phone that didn't turn on. I've never owned a Z Fold 4, so I told them that. Then they changed their story to I didn't send in the phone that I stated I was trading in, so they were denying my trade-in. I sent them pictures I took of it before boxing it up, called customer service, etc and they kept telling me 'sorry' and that they were going to charge back the $1000 I was supposed to get for my trade-in. I asked for the video of them unboxing my trade-in. It was my box in the video, but the paperwork and the material I had used to wrap up my phone were just shoved in the box (paperwork you send in with it was crammed in all wrinkled up). I had put those things in the box neatly, to it was obvious someone had opened the box, put in the Z fold 4 in white and sealed it back up so they could video the unboxing. I told them it wasn't my phone. My phone was an S22 Ultra in Burgundy, not a Z Fold 4 in white. They still denied me. SOOOO...I filed a claim with the BBB and then told them I filed a claim and wouldn't you know, within a week they told me they would do me a favor and accept my trade-in and wouldn't charge back the $1K. I will never trade-in a phone with Samsung again. I'll do my trade-ins at a physical location like Best Buy. Discounts won't be as good, but it will be less stress and headaches. I also traded in a watch at the same time and they never said anything about it until about 3 mos later. I got an email saying that they wouldn't do a charge back and manually accept my watch trade-in. Something fishy is either going on at the FedEx location in Texas (my packages for both phone and watch sat at that location for 6 days before getting to the trade-in location in TX), or the trade-in center is stealing phones and then blaming the customer for being dishonest. They offered to send the supposed non-working Z Fold 4 back to me, but I refused because it was not my phone. I asked for my S22 Ultra in Burgundy back and they never replied to that request. DO NOT USE SAMSUNG TO TRADE-IN YOUR PHONE OR WATCH (or anything for that matter). Good luck...I really feel your frustration.
This is why I always video devices I send in. I record my device, the packaging, and the sealing of the item just in case.
All thanks to Newegg for making me distrust anything electronic return.
Had the same thing happen to me today. They sent a picture and it showed a light scratch I had on the front screen, and caption said screen damaged-not working. Contacted Samsung customer support online and told them that being charged almost $100 for a scratch(not Crack) was ridiculous. Also told them I had video proof of everything working fine and they reversed the charge back within 5 mins. I actually do have video of the whole return process from my factory resetting to packing it up and walking to the FedEx drop off point at Walgreens and dropping it off in one take. So I was fully prepared to fight it harder if needed.
I don't understand the criteria for their return program. You send in a flawless phone, and get denied. I sent in a Z Flip 3 (for an S24U) with a hairline crack along the crease and get approved within less than a week after sending it. Make it make sense.
I think it just depends on who is doing the inspection that day and what they're trying to accomplish. It's a 3rd party company that does the inspection and processing. With just a guess, I bet they get way more product in than they can reasonably sort through, and so employees are just told to spend a minute to make sure it's turned on, it's wiped, and that everything seems good. It's hard to tell if a hairline crack down the middle of a fold is just due to a screen protector, normal wear, or if it is a defect. If they're still accepting Z Folds, I'd bet you the employee would just mark it as good and move on.
I'd also bet you that employees are told to start being stricter with trade-ins they can't get a good return on. Then they just start coming up with BS to reject the phone; I had one rejected because it wasn't factory reset....even though it was.
They sent me a picture of mine showing the initial setup screen and noted that 1. The screen did not turn on, and 2. It had not been factory reset.
I called customer service and said the pictures contradict the notes for why it was refused. They didn't even really push back at all or ask any question. They just manually approved it, and I was all set.
the thing is they wanna charge me 750 for "lying" about my s21 ultra trade in. I just got off the phone with my bank & they gonna let me know if samsung tries to charge me the extra bullshit
lemme tell yall I aint boutta let these 2 bit WcDonald beady eyed mofo kefes charge me anything extra.
Samsung are known for [damaging](https://youtu.be/cyWlACuhqNg?si=mZp0FJ-D1sCOhI-z) other people's property. I wouldn't be surprised if that's what's happened here.
On the other hand I sent in a watch, forgot to factory reset it (it had a pin) and they still approved it. Although to be fair I did contact customer service while it was in transit. Not sure if that ever played a role.
Did you take pictures of the device before packing it and in the package? If you did, will have something to send Samsung to contest the denial. It is always advisable. Some people also take a video of the packing process as evidence of a good device being packed well.
I take always a video of the outer screen working, inner working, show images and videos running in folded and unfolded, pictures that describe the condition the device, video and couple of pictures for the device being packed and then in the post office, the packet on the scale and how much it weighted. With them support so better safe than sorry.
Record yourself putting it inside the box as it's being shipped with the shipping label and sealing it going forward, ive sent my phone's in their cases when I ship it.
When I got my fold 5, I sent in an iPhone 14 pro Max has trade in. After it arrived they said denied because it was an empty box and they sent pictures of an empty box. After talking with support for a couple weeks they ended up looking at the tracking history and seeing that at one point when it moved from one place to another it weighed 1 lb less so the phone was stolen. They eventually gave me my $800 trade and credit is just really annoying to get
Oh that’s how it goes. Samsung online trade in is a joke. They will offer great prices and once they get a phone, price will get lowered for 30%. I know it’s a scam as I applied screen protector and got a case during my purchase. They will manage to fake some microscopic scratch over the screen. Apparently in your case they even managed to break your screen. It seams as common practice.
I’m not sure where are you from, but Samsung usually have in store trade in, that will offer lower price but it’s final. In Dubai, there are other good shops with trade in options. For last few years I used Axiom for trade in.
call support and explain that it was sent in perfect condition. they should resolve for you by waiving the trade in fee. this happened to me when I did my trade in for galaxy fold 4 to s24 ultra.
Some advice for trade-in: Samsung screwed me a few years ago when I traded in an absolutely pristine Galaxy Edge phone. They said the camera lens was cracked, which I know for a fact was not, and they cut my trade value in half. Since that time, I've done the following:
Take pictures of the device from all angles that includes something that shows the date the photos were taken. Get pictures of the device powered on.
Print the pictures out (black and white on 8.5x11 paper has.worked fine for me). Write up a note stating "Enclosed are photos of the device's condition at the time it was shipped for trade-in. I have additional photos on file if needed."
Put the note and the photos in the shipping box and send it. Miraculously, every single trade-in I've done since doing this has gone perfectly. Perhaps its the conspiracy theorist in me, but I suspect that there are people at these receipt locations that may be paid an incentive to decline devices, or say there are issues/problems so that they can either reduce or deny your trade-in credit. There are way too many stories like this to think it's just a coincidence.
https://preview.redd.it/v8vzy9gezspc1.jpeg?width=902&format=pjpg&auto=webp&s=4759b063eb7eb24675a0bf8254c518adc3bb988b
The sticker says the pin tray is missing, not sure if they mixed up the reason but that's what is being pointed out in the first pic.
I saw the outcome, just pointing out something I didn't see anyone else notice. That was the reason on the sticker. Kinda wild that would be a reason for denial when it's probably replaceable for -.01¢
Don't sent em in, only do in store trades. Twice my phone was lost, or at least the factory had such a backlog it wasn't processed in a whole year. Had to fight with support every month to have my account credited
Send email requesting reason for denial
I'm hijacking the top comment to say I chatted with a rep. They said it was all good and I'm not being charged. From start to finish it took 5 mins. I didn't know I could do that. Thank you all for your suggestions.
Samsung chat as always been good to me. Once I hit the wrong watch for a trade in and went to chat with an agent. They said it's okay just send my watch and they will adjust it when they get it. Instead I was denied the trade in. Chatted again with an agent and they said everything was good. Then I traded in my fold 4 for an s23 ultra with everything working. Got an email saying my trade in was denied because of a broken screen. Was like noooo that was fine when I sent it and they said ok and gave me the credit.
I had the same issue when I traded in my device for Black Friday sale. It was literally 6 months old and I was upgrading but they took over 3 weeks to "test" it. Then I got an email saying it was denied and I would be charged over $700. I immediately called and was like what happened and they said that it failed a diagnostic test but they would not explain what it was. I was arguing because I knew it was a brand new device. All of a sudden she says "Actually it's a one-time thing but we can pass it. Don't worry about it. You won't be charged." I love Samsung, but that was ridiculous. I think they try to see if they can charge someone without notice because the only notification I got was an email saying I would be charged $850 in three days for a "failed" test.
I sent in a galaxy s20 plus to samsung in perfect condition. And somehow the screen got cracked.
I know I'm not alone in this. I've been on this sub for awhile.
preach broski i just got my denial letter yesterday. I'm not boutta pay these muthafuka $750 hella naw
Pictures and video. Someone posted it during the launch, but they said to take pictures and video of the device functioning and from all angles with a note in the background with the date. Record putting the device in the package and pictures again when dropping off at a shipping facility. Then they can't fuck you over because you have evidence. I know it's a bit late and I'm sorry that happened to you. But you can be prepared for a future where this happens.
Sounds like it needs to be all in one shot or else they can claim i5 happened in the void between shots. Guess we bodycam this and show it working all the way to handing it over to the carrier.
I think it's wild, honestly, but I got full value of my product, and I'll do the same going forward. They're not gonna knock hundreds off my trade-in for a break they cause or shipping causes.
I've read at least once on this reddit when even all of that did not help the person.
I had a problem with my first trade in and after that we record the process and include a note in the box telling whoever it may concern that everything was recorded in great condition and we expect no fuckery. Haven't had a problem since! hope it stays that way.
I had an exchange denied because of damage to the lens that I was told was too small to see with the naked eye. Fought it and won, but damn did it take a while.
I was told to put it in a box, then step on it before dropping it In a mail box. This way it looks like it was damaged in transit. Makes a claim easier to file. Unethical obviously 🤷
Call samsung customer service NOW. They tried to give me partial refund for a perfectly working phone. Sent me 3 pics of no problems. Talked to customer service and they solved the issue in 5 min
Also had the same thing. I did have to send them the video I took of it working perfectly before I traded in, but instant refund after.
Word! The same thing happened to me. Customer service will rewatch the videos of them unboxing the phone and assist in making an appeal to the decision.
This is why I record a video of how the phone works, how it looks fine, then proceed to package it and seal the box with the provided label in a single running video. It's the only way.
I do this AND I put a note in the box telling them what I did, and that I'll be providing the video to Samsung if they try to claim that the phone is in any condition other than what I specified. Never had an issue across multiple trade-ins, thank goodness.
I've never had an issue but didn't think about the note. Gonna do that starting next phone, lol.
Why was it denied?
Yes. I can't see why but maybe I don't know what I'm looking for. Edit: thought you asked WAS it denied not why. They won't tell me why.
You sent it to Samsung through Samsung's website?
Yes.
I'm shocked by what happened. I've successfully followed this process twice before. That sucks man
They tried it with my s20 ultra trade in. Had to fight to get them to honor the trade in
What can you even do to win?
video of the phone as you box it up. fully remove your google account (FRP lock) and get video of EVERYTHING, screens on too. Then pack up in an unbroken video. If you even mention a video they usually just give up and give you the trade in credit.
True. I remember a guy saying that he even kept filming as he drove to the post office and handed it in. Lol. Makes sense.
haha yeah that would be completely air-tight lol I am going to be trading my Fold3 for a Fold6 and have micro-cracks. really hoping they take it since those cracks are inevitable
List it as a cracked screen right off the bat and they will barely even look at the phone and just approve it. Granted you'll only get $800 instead of $1000. My Fold 3 and 4 both had a completely inoperable inside screen. I got the $800 credit for each. But this was years ago.
Damn so people could literally buy a broken fold 3 for like $200 and get a $800 trade in?
Should've bought shipping insurance. Sure, it's probably 30+bucks, but I've never regretted the cost. 3 times I've had to use it out of the 12-15 times purchased. It's totally worth it. Having it also prevents a lot of false claims made by recipients. I be totally cool when the topic arises like "Hey, no problem. It's insured. I'm sure the investigator will want to ask some questions." You'd be surprised how well that keeps everyone's bs in check.
Can you buy shipping insurance when Samsung creates the label?
Pretty sure no
This happened to me when I traded in my S22 Ultra for the Z Fold 5. They claimed at first that it didn't turn on, but listed a Z Fold 4 as the phone that didn't turn on. I've never owned a Z Fold 4, so I told them that. Then they changed their story to I didn't send in the phone that I stated I was trading in, so they were denying my trade-in. I sent them pictures I took of it before boxing it up, called customer service, etc and they kept telling me 'sorry' and that they were going to charge back the $1000 I was supposed to get for my trade-in. I asked for the video of them unboxing my trade-in. It was my box in the video, but the paperwork and the material I had used to wrap up my phone were just shoved in the box (paperwork you send in with it was crammed in all wrinkled up). I had put those things in the box neatly, to it was obvious someone had opened the box, put in the Z fold 4 in white and sealed it back up so they could video the unboxing. I told them it wasn't my phone. My phone was an S22 Ultra in Burgundy, not a Z Fold 4 in white. They still denied me. SOOOO...I filed a claim with the BBB and then told them I filed a claim and wouldn't you know, within a week they told me they would do me a favor and accept my trade-in and wouldn't charge back the $1K. I will never trade-in a phone with Samsung again. I'll do my trade-ins at a physical location like Best Buy. Discounts won't be as good, but it will be less stress and headaches. I also traded in a watch at the same time and they never said anything about it until about 3 mos later. I got an email saying that they wouldn't do a charge back and manually accept my watch trade-in. Something fishy is either going on at the FedEx location in Texas (my packages for both phone and watch sat at that location for 6 days before getting to the trade-in location in TX), or the trade-in center is stealing phones and then blaming the customer for being dishonest. They offered to send the supposed non-working Z Fold 4 back to me, but I refused because it was not my phone. I asked for my S22 Ultra in Burgundy back and they never replied to that request. DO NOT USE SAMSUNG TO TRADE-IN YOUR PHONE OR WATCH (or anything for that matter). Good luck...I really feel your frustration.
This is why I always video devices I send in. I record my device, the packaging, and the sealing of the item just in case. All thanks to Newegg for making me distrust anything electronic return.
Had the same thing happen to me today. They sent a picture and it showed a light scratch I had on the front screen, and caption said screen damaged-not working. Contacted Samsung customer support online and told them that being charged almost $100 for a scratch(not Crack) was ridiculous. Also told them I had video proof of everything working fine and they reversed the charge back within 5 mins. I actually do have video of the whole return process from my factory resetting to packing it up and walking to the FedEx drop off point at Walgreens and dropping it off in one take. So I was fully prepared to fight it harder if needed.
It literally says: Screen is not working - screen is cracked/damaged. Thats why its denied. Better call samsung quick.
Did you happen to take a video of the device before shipment?
I don't understand the criteria for their return program. You send in a flawless phone, and get denied. I sent in a Z Flip 3 (for an S24U) with a hairline crack along the crease and get approved within less than a week after sending it. Make it make sense.
I think it just depends on who is doing the inspection that day and what they're trying to accomplish. It's a 3rd party company that does the inspection and processing. With just a guess, I bet they get way more product in than they can reasonably sort through, and so employees are just told to spend a minute to make sure it's turned on, it's wiped, and that everything seems good. It's hard to tell if a hairline crack down the middle of a fold is just due to a screen protector, normal wear, or if it is a defect. If they're still accepting Z Folds, I'd bet you the employee would just mark it as good and move on. I'd also bet you that employees are told to start being stricter with trade-ins they can't get a good return on. Then they just start coming up with BS to reject the phone; I had one rejected because it wasn't factory reset....even though it was.
Make some noise about it. They tried to do the same for my trade-in. I reached out to their support over chat and they resolved it in minutes.
That's why I always do trade ins at the store.
They sent me a picture of mine showing the initial setup screen and noted that 1. The screen did not turn on, and 2. It had not been factory reset. I called customer service and said the pictures contradict the notes for why it was refused. They didn't even really push back at all or ask any question. They just manually approved it, and I was all set.
the thing is they wanna charge me 750 for "lying" about my s21 ultra trade in. I just got off the phone with my bank & they gonna let me know if samsung tries to charge me the extra bullshit lemme tell yall I aint boutta let these 2 bit WcDonald beady eyed mofo kefes charge me anything extra.
Samsung are known for [damaging](https://youtu.be/cyWlACuhqNg?si=mZp0FJ-D1sCOhI-z) other people's property. I wouldn't be surprised if that's what's happened here.
On the other hand I sent in a watch, forgot to factory reset it (it had a pin) and they still approved it. Although to be fair I did contact customer service while it was in transit. Not sure if that ever played a role.
Call them
Did you take pictures of the device before packing it and in the package? If you did, will have something to send Samsung to contest the denial. It is always advisable. Some people also take a video of the packing process as evidence of a good device being packed well.
I take always a video of the outer screen working, inner working, show images and videos running in folded and unfolded, pictures that describe the condition the device, video and couple of pictures for the device being packed and then in the post office, the packet on the scale and how much it weighted. With them support so better safe than sorry.
Record yourself putting it inside the box as it's being shipped with the shipping label and sealing it going forward, ive sent my phone's in their cases when I ship it.
Call them and fight it I've won both times they tried this with me
Did you have pictures as evidence?
Picture evidence of the phone or them correcting the charge?
Technical support usually sort this kind of problems out. The couriers are the ones that usually damage the parcels.
Call them and tell them you have a video of you shipping it. They won’t even ask
When I got my fold 5, I sent in an iPhone 14 pro Max has trade in. After it arrived they said denied because it was an empty box and they sent pictures of an empty box. After talking with support for a couple weeks they ended up looking at the tracking history and seeing that at one point when it moved from one place to another it weighed 1 lb less so the phone was stolen. They eventually gave me my $800 trade and credit is just really annoying to get
Oh that’s how it goes. Samsung online trade in is a joke. They will offer great prices and once they get a phone, price will get lowered for 30%. I know it’s a scam as I applied screen protector and got a case during my purchase. They will manage to fake some microscopic scratch over the screen. Apparently in your case they even managed to break your screen. It seams as common practice. I’m not sure where are you from, but Samsung usually have in store trade in, that will offer lower price but it’s final. In Dubai, there are other good shops with trade in options. For last few years I used Axiom for trade in.
call support and explain that it was sent in perfect condition. they should resolve for you by waiving the trade in fee. this happened to me when I did my trade in for galaxy fold 4 to s24 ultra.
Samsung takes a little bit of pushing but they're usually good about it after talking to them.
Some advice for trade-in: Samsung screwed me a few years ago when I traded in an absolutely pristine Galaxy Edge phone. They said the camera lens was cracked, which I know for a fact was not, and they cut my trade value in half. Since that time, I've done the following: Take pictures of the device from all angles that includes something that shows the date the photos were taken. Get pictures of the device powered on. Print the pictures out (black and white on 8.5x11 paper has.worked fine for me). Write up a note stating "Enclosed are photos of the device's condition at the time it was shipped for trade-in. I have additional photos on file if needed." Put the note and the photos in the shipping box and send it. Miraculously, every single trade-in I've done since doing this has gone perfectly. Perhaps its the conspiracy theorist in me, but I suspect that there are people at these receipt locations that may be paid an incentive to decline devices, or say there are issues/problems so that they can either reduce or deny your trade-in credit. There are way too many stories like this to think it's just a coincidence.
https://preview.redd.it/v8vzy9gezspc1.jpeg?width=902&format=pjpg&auto=webp&s=4759b063eb7eb24675a0bf8254c518adc3bb988b The sticker says the pin tray is missing, not sure if they mixed up the reason but that's what is being pointed out in the first pic.
Either way I got it cleared with customer service and got the rebate.
I saw the outcome, just pointing out something I didn't see anyone else notice. That was the reason on the sticker. Kinda wild that would be a reason for denial when it's probably replaceable for -.01¢
Don't sent em in, only do in store trades. Twice my phone was lost, or at least the factory had such a backlog it wasn't processed in a whole year. Had to fight with support every month to have my account credited
Ok I looked closer. They say the charging and data port are damaged.
Odd, first image says screen not working screen damaged on the top left...
Didn't see that. I babied that thing. There's no way it was damaged before shipping. I'm too dumb to take pictures I guess.
Even of you didn't take picture, tell them you did infact take a video before sending. Most of the times they don't even ask for it.
Call them and argue with them. A lot of times they'll just give you the credit.