Although Samsung has one of the best retail networks in the world and the best smartphone take-back program among all other OEMs, it is likely that many Samsung customers have had at least one unfavorable experience with the teams. company support. Maybe a shipment was delayed or the company was unwilling to repair your device under warranty. But that probably has nothing to do with that story of an IT pro claiming that Samsung owed them over $45,000 in trade-in credit.
The disgruntled Samsung business customer took to Reddit to share his experience with the company after buying 125 Galaxy S22 Ultras with trade-in for employees. The customer, who claims Samsung owed him $45,593 in trade-in credit, shared what he had to go through to recover some of the money owed. (Much of it is still due).
The client opened dozens of tickets, most of which received no response. The Samsung Business helpline provided no real help most of the time, with the majority of conversations ending the same way, i.e. Samsung said “We are investigating”. Reaching the executives via email or Twitter would have gotten nowhere.
Recover part of the money owed by chargeback
The 125 Galaxy S22 Ultras were purchased in three batches. The first and second orders (placed on April 15 and May 3, respectively) were for 50 phones each. The third order (June 8) was for 25 Galaxy S22 Ultras.
Although Samsung managed to pay some of the trade-in credit due on the second and third orders, it apparently continues to ignore the first order. The company still needs to transfer $35,880 in trade-in credit on the first order, $6,713 on the second order, and $3,000 on the third order.
All official Samsung support channels apparently failed to shed light on the issue and help this customer, so the customer turned to the credit card holder, American Express, and managed to close two of the three disputes in his favour. Their account was credited with $9,173 ($6,713 + $3,000). However, most of the $35,880 trade-in credit on the first order remains unpaid.
If all of that is correct, then Samsung seems to have let this business customer down badly. According to the company, exchanges should take no more than eight business days to process and confirm via email. However, in this case, Samsung apparently still owes this customer nearly $36,000 in trade-in credit after two months.
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