Samsung trade in promotion

dmr03

I purchased a Samsung phone via an online retailer in November last year. Samsung had a trade in offer active at the time that meant they would pay me £320 for trading in my old phone. 

I registered the imei's and Samsung advised they would send the packaging. This did not arrive. I contacted them in December, they said they would resend, it also didn't not arrive. I contacted in January to advise I still did not have it and asked if there was an alternative way to send. Samsung advised they would just resend the packaging. The packaging did not arrive. I then became ill with covid and when recovered contacted in April to advise I still had not received the packaging and to please advise of an alternative way to send. They again sent the packaging, again it didn't arrive. One final request in May and finally it arrived. I was receiving all other post as normal throughout this time.

I am now being told I am no longer entitled to the offer as 6 months has passed. 

There is a clear audit trail of me continually making contact. I have tried to speak to live chat and tried to complain but the details they have given me are for a team that only deal with purchases directly from Samsung. 

I have a remaining balance of £320 to pay on the new phone. This phone was only affordable with the trade in deal. 

What can I do?

Archie_Duke

I think you’ll need to continue negotiating with them regarding the ongoing nature of your attempts to get them to send out the return packing to you, and their responsibility to fulfil the agreement. Having another retailer in the mix might mean pursuing that route too and making sure they are aware of the Samsung cashback side of the deal you went with.

Millerdog

Did you pay by credit card? If so, they may be able to help you.

rattypeahead

This happened to me too! what a scam. I was told i could trade in my samsung for £200, I entered the imei number of my new phone and it didn't work so i contacted samsung who asked for proof of purchase. i sent this and the heard nothing. i chased them up twice. They finally replied and said they had emailed me twice validating my claim and that i had to reenter the imei but i never received these socalled emails. When i told them this they said i was outside of the claim period now and there's nothing they can do. I asked to see proof of the emails they sent and asked what their complaints procedure is and they just replied saying sorry but we wont be paying you. no proof of emails and no complaints procedure sent to me. i'm furious! 

Olinda99

you could take them to the small claims court (easy to do) and put your case to the judge. 

chances are Samsung will settle before or not turn up anyway