Trade in phone value reduced by Samsung when returned their faulty device

BAXLEO

My son went to buy the new Samsung phone and as part of the finance deal traded his old phone in the value of the phone they gave was £350 trade in. There was no complaints or disputes from Samsung over the value. 

Now the Samsung phone is faulty and has been returned. We are waiting for confirmation that the phone has been received so they can process the refund. 

However his trade in he has been told he will only get back £235 value for his phone as that is the value in Samsung’s recycling website. 

Surely as they were giving him £350 towards buying the phone they would have to compensate him the same amount?
How do we approach this?

DoaM

What was the phone traded in?

Just because they valued it at £350 for his trade up doesn't mean that's what it was actually worth.

BAXLEO

It was an iPhone X. My point is that is the value they were giving him against this new phone. So if his phone was £850 he was being asked for £500 to pay towards the Samsung phone. 

But he has returned the faulty new phone. Samsung are only giving him £235 for his trade in. If he knew this he would have sold his phone privately. 

DoaM

Who did he buy from? The fact he was financing the £500 is another reason for the higher trade-in value - they got commission on the finance deal.

BAXLEO

It was purchased from Samsung directly 

eddddy

BAXLEO said:

Surely as they were giving him £350 towards buying the phone they would have to compensate him the same amount?
How do we approach this?

I suspect their argument is that your son's phone was only ever worth £235, but they were offering a 'trade-in program' where they gave him £350 allowance for his phone, if he bought a new Samsung phone from them. (i.e. they essentially give him a £115 discount on a new phone.)

Samsung supplied a faulty phone, so Samsung want to put your son back in in his original position.

His original position was that he had a phone worth £235 - so they're offering him £235 for it. If you think the old phone was worth more than £235, I guess you can try arguing on that basis.

Alternatively, have Samsung offered a straight replacement for the faulty phone - at no extra cost?

BAXLEO

eddddy said:

BAXLEO said:

Surely as they were giving him £350 towards buying the phone they would have to compensate him the same amount?
How do we approach this?

I suspect their argument is that your son's phone was only ever worth £235, but they were offering a 'trade-in program' where they gave him £350 allowance for his phone, if he bought a new Samsung phone from them. (i.e. they essentially give him a £115 discount on a new phone.)

Samsung supplied a faulty phone, so Samsung want to put your son back in in his original position.

His original position was that he had a phone worth £235 - so they're offering him £235 for it. If you think the old phone was worth more than £235, I guess you can try arguing on that basis.

Alternatively, have Samsung offered a straight replacement for the faulty phone - at no extra cost?

Yes the old phone would be worth more than that as he cannot buy one for that value. 

They did offer a replacement however the phone has many known issues and taking another the same was not what he wanted. 

I see your point but I do believe that Samsung should be more transparent with these things if that is how they operate. 

I was just wondering if there was anything under consumer rights that would cover this?

DoaM

In theory, to put him back in the same position (as he was pre-contract) they should return his traded-in phone, or an equivalent phone of the same make, model and age. If there is no way of buying the same phone for £235 then he should revert to Samsung with examples of adverts showing actual sales prices and see if they'll increase their offer.

powerful_Rogue

BAXLEO said:

eddddy said:

BAXLEO said:

Surely as they were giving him £350 towards buying the phone they would have to compensate him the same amount?
How do we approach this?

I suspect their argument is that your son's phone was only ever worth £235, but they were offering a 'trade-in program' where they gave him £350 allowance for his phone, if he bought a new Samsung phone from them. (i.e. they essentially give him a £115 discount on a new phone.)

Samsung supplied a faulty phone, so Samsung want to put your son back in in his original position.

His original position was that he had a phone worth £235 - so they're offering him £235 for it. If you think the old phone was worth more than £235, I guess you can try arguing on that basis.

Alternatively, have Samsung offered a straight replacement for the faulty phone - at no extra cost?

They did offer a replacement however the phone has many known issues and taking another the same was not what he wanted.

That's news to me. (S20 Ultra owner). The only issues were a few glitches with the camera on launch, which was resolved ages ago with a software update.

BAXLEO

powerful_Rogue said:

BAXLEO said:

eddddy said:

BAXLEO said:

Surely as they were giving him £350 towards buying the phone they would have to compensate him the same amount?
How do we approach this?

I suspect their argument is that your son's phone was only ever worth £235, but they were offering a 'trade-in program' where they gave him £350 allowance for his phone, if he bought a new Samsung phone from them. (i.e. they essentially give him a £115 discount on a new phone.)

Samsung supplied a faulty phone, so Samsung want to put your son back in in his original position.

His original position was that he had a phone worth £235 - so they're offering him £235 for it. If you think the old phone was worth more than £235, I guess you can try arguing on that basis.

Alternatively, have Samsung offered a straight replacement for the faulty phone - at no extra cost?

They did offer a replacement however the phone has many known issues and taking another the same was not what he wanted.

That's news to me. (S20 Ultra owner). The only issues were a few glitches with the camera on launch, which was resolved ages ago with a software update.

I think it was an S20 ultra I know the pricing is different (I was just putting in an example I am sure much more expensive, but the trade in values are correct) however the camera was not fixed on his specific phone with the update it kept going in and out of focus also it had a nice rattle to it so something was moving Inside. Not saying they are all the same but he didn’t want to take another. Especially considering the cost. 

Glad your one is fine

BAXLEO

DoaM said:

In theory, to put him back in the same position (as he was pre-contract) they should return his traded-in phone, or an equivalent phone of the same make, model and age. If there is no way of buying the same phone for £235 then he should revert to Samsung with examples of adverts showing actual sales prices and see if they'll increase their offer.

That is what he is looking for. If they want to inflate trade in values then surely that is the risk they take. 

He asked for his old phone back but it had been recycled by Samsung.
Will try your suggestion thanks