Complaint Review: SAMSUNG - Ridgefield Park New Jersey

Offered $300 discount off purchase of new Samsung Note 8 mobile phone for trade-in of older Samsung model phone. Sent them my used Note 5 mobile phone after receiving new one, which had absolutely NO COSMETIC or PHYSICAL DAMAGE whatsoever (cracks, scratches, etc.) ... and I mean, literally none, to either the screen or casing. The phone was also cleared of all personal apps and settings as instructed, was not blacklisted, and was forwarded to the company in a fully charged & operational state, powered by a fully functioning battery, which would both accept & hold a normal charge. Phone was perfectly operation in all respects and was, indeed, a model which the trade-in

program specified was an acceptable trade-in model. However, two weeks after sending Samsung my phone, I received a notice back from them explaining that the company had rejected my trade-in due to one or more of the following: "Phone not received in good condition meaning no physical or water damage, the device most power on and hold a charge, normal wear and tear, and the device can not be blacklisted." Further, the notice informed me that, as a result of one or more of these reasons, Samsung would only credit me $25 for my trade-in (instead of $300) and that my account had already been charged back the $275 credit difference and that they were sorry for the

inconvenience and ... oh yeah ... we are unable to return your old phone, which you sent to our company (in good faith) in response to our trade-in discount program. Well, upon my receipt of this notification, on 11/8/17, I submitted an inquiry regarding (and dispute of) this matter through the company's e-commerce division Web site, to which I received a return response the next day, which basically just repeated what I'd received in their original notification. That same day, I sent a reply explaining that I did, in fact, fully understand the company's trade-in program requirements, with respect to the condition and working operation of phones eligible for the trade-in discount and

that, moreover, my phone did indeed meet each and every one of those requirements and none of the conditions which continued to be quoted to me as reasons for the rejection of my trade-in were at all applicable relevant in my situation. Their next response, this time expressed an appreciation and understanding of my concern but again quoted the canned terms & conditions of the trade-in program and my phone not having met one or more of those requirements and apologized for any inconvenience this might cause (like being charged-back a $275 credit I was fully expecting and entitled to was some sort of minor inconvenience they had inadvertently beset upon me ... a

mere, "whoopsie daisy! if you will ... yeah right!) So, I replied back again, explaining that they could continue to forward automated responses until the end-of-time, quoting canned verbiage from the terms & conditions of their trade-in program agreement and they could send it in any size of font, bolded, italicized, or in multi-colored type but that it would remain plainly irrelevant, with regard to my situation and that I was therefore demanding an immediate resolution of this matter, entirely in my favor, whereby the $275 credit difference would immediately be re-applied to my Samsung Financing Account (which I had been faithfully making on-time monthly payments toward my Note 8

phone purchase). A few days later, I received what would be my final response from $CAMsung, indicating that this matter was being "escalated to higher departments" within the company for resolution and that I would hear something directly. Thank goodness, I thought!!! EXCEPT ... this was approximately 30 days ago and I have heard nary a thing since this so-called "escalation." In the meantime, at about the 15 or 20 day mark following notification of "escalation," I began emailing SCAMsung e-commerce support, various executives of the company, communicating with company support representatives on Twitter, etc., to the tune of approximately 20 or so different pieces of

electronic correspondence, fully documented with all pertinent communications relevant to this matter ... to which I HAVE NOT RECEIVED ONE SINGLE SOLITARY REPLY. The company has quite obviously now decided to ignore me and my associated dispute, not to mention every providing me with a valid explanation of their actions or provide an even an attempt toward resolution or compromise. All I can say is this company is quite clearly not one which can be trusted and that I certainly do not intend to EVER SPEND ANOTHER SINGLE DOLLAR OVER THE REMAINDER OF MY LIFETIME ON ANY $CAMSUNG PRODUCT OF ANY KIND ... and I will do my best to ensure that nobody in my family or

in my immediate circle of friends does either. Furthermore, by the time I finish trashing these jokers on social media, hopefully I can even influence other individuals outside of my inner realm of personal relationships. Patronize these clowns at your own risk!! You have been warned! Ken Glaser