topic Re: Re: Re: Re: Re: Damaged trade in device in Fold & Flip Phones

Damaged trade in device

userXpmA9oyHXX — Sat, 03 Aug 2024 19:22:23 GMT

I sent in a Galactic Galaxy Z Flip 5 for trade in. There was no damage to the screen and phone worked as it should. I transferred everything from my old Z flip to the new flip 6 myself.

Now i get the response from samsung stating my trade in device has screen damage and the phone doesn't turn on or work as it should. They even provided photos of the damage. The phone i sent in had no damage. How do I know that is even my phone?

Has anyone else have this happen to them? And what did you do about it? Thanks

Re: Damaged trade in device

bill-e — Sat, 03 Aug 2024 19:25:54 GMT

Did you take pics or a video of the phone working and then getting boxed up? Also, check the serial number. Have them provide you with the serial number and see if it matches the one in your Samsung product list.

Re: Damaged trade in device

GaryB82 — Sat, 03 Aug 2024 19:27:06 GMT

Its always recommended to take a video of you placing turning on and off your device at Fedex so you have proof that nothing was wrong with it. Without that evidence they are hardly nothing that can be done.

You can try and request the IMEI or Serial Number from the device in the picture to verify its yours

Re: Re: Damaged trade in device

userXpmA9oyHXX — Sat, 03 Aug 2024 19:28:12 GMT

Unfortunately, I didn't take pics or video. I never had this problem before with other trade-in devices. But I will inquire about the serial number. Thanks.

Re: Damaged trade in device

Robin621k — Sat, 03 Aug 2024 19:30:10 GMT

Is your Flip 5 still listed in your product page?
If it is make note of the IMIE number. Ask for the IMEI number of the device traded in to see if they match.

Did you take any pictures of the trade in process?
Photos of the condition of the device?

Re: Damaged trade in device

Robin621k — Sat, 03 Aug 2024 19:32:26 GMT

HylaMobile is an awful company. They are the contractor for all trade in devices.

Re: Re: Damaged trade in device

bill-e — Sat, 03 Aug 2024 19:56:48 GMT

The serial and IMEI #s should be listed in your Samsung Members App->Support->My Products and then click on the "i" in the circle to the right of the device listing and it should display that info.

Re: Re: Re: Damaged trade in device

realaud — Sun, 04 Aug 2024 02:41:27 GMT

The Imei number and serial number should no longer be in their account if they properly removed it per trade in protocol.

Re: Re: Re: Damaged trade in device

bill-e — Sun, 04 Aug 2024 03:48:56 GMT

That may be protocol but my S21U from last and my Fold 5 from this year as still listed in my products with the numbers.

Re: Re: Re: Re: Damaged trade in device

LongHiker — Sun, 04 Aug 2024 13:31:19 GMT

I have the same experience as @bill-e . Devices that i have traded in years ago are still listed in My Products.

Re: Re: Re: Re: Re: Damaged trade in device

GaryB82 — Sun, 04 Aug 2024 13:35:09 GMT

Same, plus I still have every product box put up just for that information if needed.

Re: Re: Re: Re: Re: Damaged trade in device

realaud — Sun, 04 Aug 2024 15:10:30 GMT

I'm a box saver too.

Re: Re: Re: Re: Re: Damaged trade in device

bill-e — Sun, 04 Aug 2024 17:14:07 GMT

Re: Damaged trade in device

Samsung_Moderator — Tue, 13 Aug 2024 23:54:47 GMT

Hello, Welcome to the Community. We understand the frustration of having a device sent for trade-in rejected.

The community operates on a peer-to-peer support model. While our members offer valuable insights and assistance, certain inquiries are best supported by a Samsung directly.

For these types of questions and concerns, you will need to reach out to the E-Commerce team directly by calling 1-855-726-8721.

You can also find answers to some frequently asked questions, here: https://www.samsung.com/us/trade-in/frequently-asked-questions/