I purchased a galaxy zfold 7 on pre order day 7/9/25 for $895 after price match and trade in of my old zfold 6. After a day of usage I noticed a defect where the phone did not close all the way. I spoke to a Samsung representative on July 25th and 28th to report the defect and wanted to exchange for a new one. I was instructed by the Samsung representative that in order to do a warranty return I had to purchase another new zfold 7 and send the defective one back as a trade in. On their website there was no way to select the zfold 7 as a trade in because it was a recently released phone so I was instructed by the Samsung representative to select the zfold 6 as the trade in device and to mail it back the same way I would as a normal trade in and then after the return was complete I would receive a refund for the new purchase. I purchased the new phone on July 28th 2025 for 1213.09. I received the phone on 8/6/25 with no issues. I sent the defective phone back and I received an email from Samsung confirming they received the defective phone on 8/14/25 and another email on 8/22/25 confirming that everything was in order with the retuned phone. I waited a few days and called them to inquire about when I could expect my refund on 8/27, 28th, 29th, and the 31st. I received several emails denying my refund due to the phone being sent in with a "trade-in" label instead of a "return" label. I wasn't instructed to use a specific label and since I was told it was a being treated as a trade-in I used the label that was in the box of the new phone. Even if they didn't want to refund the phone they should've sent it back. I basically paid full price for the phone and gave them my old one with nothing in return. Samsung either owes me my old phone back or a refund for the defective one. I don't mind filing a civil case but would like to get this resolved an easier way if possible. Several other representatives questioned why their own representative had me exchange the phone in that manner in the first place. Any recommendations?
Thank you for the reply, I wanted to avoid a charge back from the credit card company because I heard Samsung will blacklist the phone or make it unusable (not sure if that's true or not) but I will email the CEO with the link you provided. Thank you for the recommendation.
I'll do that today. I wonder if I dispute the first order instead of the second will they blacklist the first phone, because if they do, it was the defective one that was already sent back. But then again shady businesses use and know most shady tactics so idk.
And, this is a perfect example of why and when to use the hated call recording feature.
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Dummy me lol I thought about it for a brief second but thought "what could go wrong?" this should've been a seamless transaction. They should have a recording since these calls are "recorded for quality assurance"
They should, but it never hurts to record from your side as well, and we don't know the retention policy of a company's recordings. They could have been conveniently deleted or "unable to be located". If one has the capability, one should always hit the record button when dealing with customer service (or doctors). In any case, it's much easier to locate *your* recordings than to wait for a company to find your specific conversation with a rep.
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