In January I traded in my S24+ for an S25 Ultra. I received the email that it was received and would be checked out within 21 days. Never heard back. Then in late July I received an email that the phone was not accepted because it had not been factory reset. There was the option of sending it back to me, which I opted for since it is a very expensive phone. When I received the phone, it was not my phone. I sent them a 512GB unlocked S24+. They returned to me a 256GB T-Mobile device. I have never in my life used T-Mobile and it would do me no good to have that phone. I immediately contacted them via the chat option, and the fellow called me back and talked with me for probably an hour. He went back and forth between me and someone else. Finally he told me he would escalate the issue and have them contact me within 48 hours. They never did, so I again used the chat option and chatted with a female. She stated she believed me that it was not my phone after providing lots of documentation, including the IMEI for my S24+ and the one I received back, which obviously did not match. After another waiting period, I received an email that they reviewed my issue and asked for more information. I sent photos, screen shots, and ID numbers from my 512GB S24+ and the one they sent to me. This is what they sent to me: "We have checked and found out that, you have contacted us regarding the trade-in as you have received the different device back. As we have checked the IMEI that you have shared with us it is of the same device that we have triaged. Therefore, we will not be able to process the refund for the chargeback. If there would be any other option we definitely would have done it for you. Hope you understand our limitations." Well, of course the IMEI for the phone I received back from them was the same IMEI as the one they sent to me, but it was the wrong phone! It does not match the one I sent them in January!!!
Now every time I contact them, they send me the exact same copy-and-paste email, including the statement: "We have checked and found out that, you have contacted us regarding the trade-in as you have received the different device back." Obviously, they know from this statement that they sent me the wrong phone.. But they refuse to do anything about it.
I have tried sending a letter detailing everything that has occurred along with screen shots and photocopies to Samsung in New Jersey, via certified USPS mail, to the address that I found on the internet. They do NOT make it easy to contact them. The piece of mail is being routed around New Jersey by the Post Office. This is extremely disheartening. I have been dealing with Samsung for years, having purchased and trade in phones, watches and tablets. I have NEVER in my life returned an item for trade-in that was not factory reset. I always triple check before I put it in the box, and usually take it back out and check again before sealing it. I sent a 512GB unlocked S24+ in January, and six months later they got it mixed up somehow with someone else's phone and are trying to blame that on me. All they have to do is look in their documentation and find who traded in a T-Mobile phone within the time period and they should be able to determine the true owner of that phone. It has the IMEI number and all other information on it, and T-Mobile would also have the owner's identification.
Does anyone have any suggestions as to other ways I can get this resolved? They have charged my card back $742 for the phone and for I would assume FedEx charges to return the wrong phone to me.
My issue is similar in a way, I sent them back a brand new watch 8 classic, and the told me that they are unable to process my refund due to me using the wrong return label, however they do acknowledge to receiving the watch. No refund, no credit, only repeat jargon, running me in circles, talking about expediting my case, it's been weeks now and over and over again the same old thing, we can't refund you! How do we get them to give us a satisfactory conclusion. Do we have to file a joint claim against them?
