Damaged trade in device

[userXpmA9oyHXX]

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 

[bill-e]

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. 

[userXpmA9oyHXX]

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.

[bill-e]

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. 

[realaud]

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

[bill-e]

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. 

[LongHiker]

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

[GaryB82]

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

[realaud]

I'm a box saver too.

[bill-e]

+1