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userbsLW2pmnUN
Asteroid

Trade-in requirements not met

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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.

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userbsLW2pmnUN
Asteroid

Re: Trade-in requirements not met

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For other people in this situation, here is what worked for me.

  1. Take many pictures of your phone especially the IMEI before sending it in.
  2. If you get the rejection email, call Samsung Support and open a support ticket.
  3. Reply to the support ticket with your photos of the IMEI
  4. Call back and make sure the pictures have been attached to your support ticket
  5. 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.

 

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12 REPLIES 12
userlf4VgwTPFX
Constellation

Re: Trade-in requirements not met

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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....

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d35p3rad0
Constellation

Re: Trade-in requirements not met

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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

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userbsLW2pmnUN
Asteroid

Re: Trade-in requirements not met

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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.

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Horizon
Constellation

Re: Trade-in requirements not met

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Luckily my trade in was accepted, just got an email today

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userawAVgoK702
Asteroid

Re: Trade-in requirements not met

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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.

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sivartk
Asteroid

Re: Trade-in requirements not met

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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.

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Bonnerbones68
Asteroid

Re: Trade-in requirements not met

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The sent in the 7 for the 9S+ mint condition and they said I had a cracked camera I tried to fight it got no where and the money come out of my aact

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Porcoline
Asteroid

Re: Trade-in requirements not met

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Same thing happened to me. I am not lying when my phone is in mint condition. They said I'm not getting the trade-in credit because my phone was not reset, but I factory reset it. 

 

And they also implied that my phone was "locked" and "cracked." 

 

Locked, maybe, because I bought it from T-mobile, but they said it doesn't matter if it's locked. So I don't know why they're implying. 

 

I also took photos and videos of my phone before sending it in. Not a single smudge of fingerprint/scratches/dust because I've always used screen protectors/cases with my phone. 

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RustyG
Asteroid

Re: Trade-in requirements not met

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@Porcoline if you bought it from T-Mobile, there are 2 possible issues.

 

  1. You may still have it attached to your Google Account. You can go to https://myaccount.google.com/security and sign in and see if it is still there. This may be one issue
  2. You may also still have the phone locked on T-Mobile if you did not pay for it completely. Sometimes, people buy the phones "on-contract" under the 24 or 36 month plan and the phone is still carrier locked. If you DID NOT do this, you would still need to call T-Mobile to have the phone carrier unlocked. I had to do this for my Galaxy S8+ before I shipped mine off to trade it. T-Mobile even has an unlocking app you can use.

Hope that helps!

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