Quite a few of us are receiving the "Trade-in requirements not met" email on our S10 pre-orders due to sending in a different phone than what was expected. In my case I sent in an S9+ and support said I sent in an S7. And you will be charged $550 in 7 days. Is there some procedure to follow so we can get this resolved. More people are receiving the email on Reddit. So it would be nice to have instructions for everyone before it blows up like every previous phone trade-ins in the past.
For other people in this situation, here is what worked for me.
Take many pictures of your phone especially the IMEI before sending it in.
If you get the rejection email, call Samsung Support and open a support ticket.
Reply to the support ticket with your photos of the IMEI
Call back and make sure the pictures have been attached to your support ticket
Call back and hopefully you get a representative who knows how to handle these cases and will fix it for you.
As I said, this is the same problem that has been plaguing Samsung trade-ins for years but some representatives seem more willing to investigate the case right away rather than wait 3-5 days.
Happened to me yesterday as well; I sent an S7 back but they said I sent in something completely different. I called and put in an escalation ticket and they said I'd have to wait 3-5 days but did admit this is a common scam which was both hilarious and infuriating....
After being handed support to a third party, a lot of scam from Samsung USA. I decided that this will be my last purchase from Samsung. Very bad customer care, policy, and stupid help desk mans from India
Same happened to me with my s10+ trade-in for the S21 Ultra. THey said I did not factory reset it. I did it through the console (power off and boot into it) and ensured it was wiped and reset. They are returning the device, but that destroys the whole reason for purchasing through them.
I called support, but they were of no help at all. Never again!
So true, every recent phone trade-in program has had the same issues. It is not even remotely something new to Samsung support yet every time, it is treated like it has never happened. I am just guessing Samsung does not blacklist or try to track the missing IMEI numbers otherwise this problem would go away.
I must be one of the lucky ones because I have had absolutely no issues with the trade in program. They emailed me this morning informing me that my trade in was successful.
So basically you are saying that this is like any "mail in rebate" program where the people processing the rebate (in this case a phone) are required to reject a certain percentage, hope people don't fight it and in the end make more money.
