Trade In Rejected

[jerseydevil923]

I have had multiple Samsung phones on my cellphone account for as long as I can remember and have many times upgraded these phones....always to another Samsung phone.  Typically I do the upgrade through my cellphone provider and have never once had a trade in rejected.  This time I went through Samsung as their trade in offer was better.  They rejected my trade in and charged my credit card $650.  I contacted them and they were supposedly escalating my issue.  Don't believe them when they say they are escalating your issue.  The result of their escalation process was just a scheduled phone call with someone who told me exactly the same thing the original person told me.  This company does not care about their customers or loyalty to their customers.  This will be the last time I purchase a Samsung phone whether new or through an upgrade.  They've lost this customer permanently.  I also work in an industry that sells Samsung display products.  My customers will be informed of the absolutely horrific customer service this company offers and I will steer them towards any other manufacturer and not Samsung.  $650 to a company this size I'm sure means nothing.  $650 to a middle class person in today's economy is not nothing.  

[Robin621k]

What was the reason behind the rejection if you don't mind me asking?

[jerseydevil923]

They stated the reason was "You did not disable your personal security locks, the Factory Reset Protection or Activation Lock"..  The phone was factor reset so it is unclear as to how it didn't remove everything from the phone.  I offered to fix the issue and they declined.  

[Robin621k]

How did you reset the phone?

Did you use your pin to factory reset?

[jerseydevil923]

I did.

[Robin621k]

Ask them for the video of the box being open!

[Mujibar]

If you didn't remove your accounts before factory resetting the phone, that would be the issue. Factory resetting without removing accounts would trigger Factory Reset Protection (FRP), which would only allow signing into the device with those account credentials, rendering it useless for refurbishing and resale.

[jerseydevil923]

To be clear I wasn't arguing that I missed something even though, as I stated I did exactly what I've done previously when trading in to cellphone carrier.  I feel that a company who cared about their customers would offer the opportunity to fix a problem that was easily fixable instead of just putting through a $650 charge. I tried to return the new phone but they said it was past the time to return it. 

[bawaji]

At this point, the only options you may have is to request Samsung to send back the old phone and let you remove the login IDs, or to call your Credit Card company to see if they may be able to help in resolving this issue.

Hope you are able to resolve it to your satisfaction. Good luck!

[PeninaD]

You must log out of your Samsung and Google accounts on that device/ remove that device from your Samsung and Google accounts before you reset and send it back.