Pre-order, Trade-in, promotions, discounts - Need help!

[TalhaAyaz1]

Hi. I ordered through Samsung shop app - Samsung s24 ultra 1TB, payment got deducted and order went through,

After an hour, got an email that order got cancelled for some reason and now I cant use my vouchers. 

No specific reasons mentioned. 

Did anyone find a fix?

[dwboston]

I just got an email from FedEx that "after exhausting all search options they have been unable to locate (my trade-in) shipment."  Samsung notified me that they received my trade-in and I have been credited for the full amount.  No idea how FedEx packages can be delivered without being scanned.  FedEx is a mess these days.

[MobileMcPhoneface]

Is this problem rampant with other 3rd party processors besides the Hylamobile facility in Texas?

I too sent my trade-in and it took nearly 2-weeks to appear as received according to Samsung. I sent it in a nondescript box in hopes of it attracting less attention.

Sure hope that it results in receiving full trade-in credit and if not, I have plenty of photos to prove it.

[Wrongplainwrong]

I did the same thing I traded in an Apple 13Plus and they are saying it wasn't in the box.

[userA2lO8OqGBX]

For everyone suffering from the "empty box' scam please continue to keep your eye on this board.

Samsung is trying to bury the issue by combining it with pre-order and promotion posts.

I am in discussions now with a class action attorney who is digging into the issue but clearly believes there is meat here.

So far, Samsung has ignored and not even responded to the issue directly. But be patient. We will hold them accountable.

[userYb2SUZ8TLk]

This has happened to 3 of my trade in devices. The last was s22 Ultra trading for s24 ultra. They are saying box was empty which is complete bs. They have charged me extra $500. Complete scam I will never buy from Samsung again, the fact that it's happened to me 3 times is proof they are behind something. They are too many options now in days Samsung is dead to me 

[Members_jFaPCyY]

I am having the same issue. I ordered an S24 Ultra. It went through. Then after a while I noticed it was cancelled. I tried several more times. It went through, then was cancelled. I chatted with support. They sent me a link. It would not go through at all. There were constant issues. And support was undermining me. I'd notice for instance they'd spell my name wrong, or alter my address. Long story short. I spent like 5 hours on chat with this creep. Who eventually told me he wanted remote access to my device. And that I needed to turn off my VPN and antivirus. **bleep**? 

What a frustrating mess that underscores Samsung is systemically incompetent. How do they make any money? 

During all this I verified that my address on all respective accounts was correct. I checked with my credit provider. My account was good and there was no reason the payment should not go through. Eventually the support agent demanded I try another payment method. I tried. It would also not go through. At which point the support agent wanted me to try a family member's card. Which made me feel incredibly uncomfortable and worried as to the support agent's motives/legitimacy. 

This undermined my health. My time. And my general wellbeing. And I was gaslighted by a scammy support agent who tortured me for hours. All for naught.

Samsung is HORRIBLE.

I got my phone from Amazon. They accept my well established and EXCELLENT credit. It was a bit disappointing as it turned out Samsung has yet to fix DeX's mouse issues. **bleep**? 2024!

I also tried to get a watch and some earbuds. I made something on the order of 17 transactions. That went through and were cancelled by Samsung FOR NO VALID REASON. I imagine under the color of STOLEN **bleep** SECURITY THEATER.

How dare I be offended, right?

[2poco]

I would. My insurance on my S10 told me to take the phone to U BREAKIT IFIXIT stores in Cockeysville, Md. That was a big joke it took me over 10 months for them to refund the value of my original phone which I had a 3yr warranty on. Don't buy warranties from Amazon. All-State protection plans are better. Never again

[Dipsy30]

This is a customer forum and not Samsung customer service. Try calling or chat on Samsung.com

[Shree_b]

That happened to me also. Too bad I was returning the original phone that I've purchased 24+. Samsung is claiming the box was empty, and absolutely pathetic customer service. Now I'm paying monthly payments for phone that i no longer have and in possession of Samsung or fed-ex.  I learned a lesson to NEVER BUY ANYTHING DIRECT FROM SAMSUNG.

[Members_VoUsIba]

I have a strong feeling that the FedEx guy on the Samsung trade in receiving end is performing theft of your phone and replacing your phone with a lower quality old phone. They probably selling the stolen phones online easily. The FedEx status still says delayed after 1.5 months  and I see many people are having same delays or tracking disappeared before it even reaches destination. FedEx employees know of the Samsung trade in program, the timeframes and the delivery destination, its all public knowledge so they know exactly which packages to open to steal or replace and repackage with old phones. FedEx needs to investigate their delivery employees and Samsung needs to do a better job of tracking packages in transit and protect its customers. Apparently, Samsung says they received a completely different 4 year old phone Note 20 in horrible condition than the one I sent and apparently it is cracked, it is not even my phone at all and I never owned a Note 20 in my entire life. The one I sent was in perfectly mint condition S23, no cracks as I treat my phone like a baby.