Instead of the joy of the affliction bonus. Samsung’s buyout program ended up being a nightmare for the Czech Republic

• Samsung offers an attractive program with bonuses for the purchase of an old device
• The Czech consumer has been dealing with the purchase for more than a month, communication has led nowhere
• The case moved somewhere only when Android World asked Samsung for a statement

In recent years, when buying new electronics, especially smartphones from higher price categories, they have become increasingly popular redemption programs. When you buy a new phone, you let the seller buy back your old device, and you often receive a really generous bonus on top of that. However, the problem arises when the merchant (or his partner) is unable to resolve the purchase and you stay more than a month inside the vicious circle of dysfunctional communication.

This is exactly the situation that Aleš_S should have ended up in, who ordered the new Samsung Galaxy S24 flagship smartphone on the last day of July and only today – 9/11, when the second third of September began – finally received the label for sending the phone. Until then, with the eyes of his new mobile phone, he did not meet the conditions of the redemption program and was threatened that he the phone will block.

The Android world has been communicating with the customer since the end of last week, and now it’s over official statement from Samsungwho also confirmed the authenticity of the case. Whether it is a coincidence that the consumer received a new label after a long wait on the same day as the company’s statement, we can only speculate.

Content of the article

How does Samsung’s buyback program work?

Even before we describe the case of Aleš_S in more detail, we must introduce you to the principle of the Samsung Trade-In service.

Samsung’s buyback program has gone through many changes over the years. Now the company no longer cooperates with MobilPohotostós, but has a new business partner, starting on July 1, 2024. It is company Foxway AB based in Sweden.

The new Samsung Trade-In program has one major advantage over previous versions: you will receive the redemption bonus when you buy a new device. You get rid of the old phone only afterwards, and I will send it to Foxway (the deadline for sending is within 20 days of purchase at the latest). Once the company checks its condition, it will send you the redemption amount. After that, the transaction will be definitively completed.

Despite that key positive, it is still a relatively complex process.

Initial lengthy communication that led nowhere

Aleš_S purchased a new Samsung Galaxy S24 on 31/07/2024. On August 2, he received an email with instructions on how to send the old device. However, the subject line read “Foxway Obchod / Samsung Czech – Thank you for participating in the Trade in program – the DHL label has expired” a the label needed to send the package could not be found.

A few days later, specifically on 8/8, Aleš_S allegedly contacted Samsung support, who explained the situation and provided a screenshot of the email with instructions. However, the worker should have referred him to the support of the Foxway business partner.

On the same day, Aleš_S is said to have written an e-mail to the appropriate address. However, he did not receive an answer until August 13th, and in the meantime he still had time to inform Samsung about the absence of a statement from Foxway. However, he was reportedly told to wait.

When Aleš_S finally received an answer, he should have learned that in Foxway they have a problem with the residential address information. Apparently, the delivery address of the Z-BOX, where the consumer had the shipment sent, was leaked into the company’s system. However, the customer’s stated billing address coincided with his actual address of permanent residence. Nevertheless, Aleš_S immediately sent the address.

Another snag came to the scene: the imminent blocking of the phone

Since Aleš_S did not send the old device to Foxway, even though he was not actually responsible for it, he was registered as a consumer who did not comply with the conditions of the Trade-In program. On 23 August, he received a notification on his new Samsung Galaxy S24 smartphone:

This Device was purchased as part of the Trade-in campaign, but we have not yet registered the start of the process of sending your old device. Please do so within 1 week of receiving this message. This is how you prevent it blocking your new phone due to non-fulfillment of the conditions of the Trade-in program.

First warning regarding possible upcoming blocking (Aleš_S for Android World)

At this moment, Aleš_S is said to have once again turned to the support of Samsung, which he informed about the status of communication with its partner Foxway and added that he was in danger of having his new phone blocked.

The redemption bonus also applies to the Samsung Galaxy Watch

“I was told I had to wait for a statement from Foxway. After insisting that they begin to address my situation, the Samsung support expert Lucie told me that she had created a request for my order to be reviewed by the appropriate department and I would have to wait for their response.” Aleš_S writes.

Samsung and Foxway referred each other, but no one helped the customer

Three days later (August 26), Aleš_S allegedly contacted Foxway again. But this time she had to come up with a rather shocking reaction:

Thank you for contacting Foxway. We understand that you have questions or need help with a service you have purchased. We regret to inform you that all customer contact should now be through Samsung. They also deal with financial matters, although they may refer to us. However, we would like to inform you that Foxway acts as a service provider for Samsung. This means that we are only engaged in the technical provision of the service on behalf of Samsung.

Foxway refers to Samsung via email (Aleš_S for Android World)

At the same time, Samsung explicitly states on its website that Foxway is “fully responsible for processing the purchase of the old device.”

If this is to be the full extent of responsibility, I would personally imagine that Foxway would really take all the reins, including the absence of a label to send the phone or stuttering communication.

A Samsung support employee talks about “gross misconduct” on the part of Foxway (Aleš_S for Android World)

When asked by Android World who is responsible for similar errors in the process, a Samsung representative told us that Foxway is indeed responsible for buying back the devices. Communication with customers then falls to Samsung’s call center. “We are also adjusting the processes here, but we would like to state that this is the only case that is being dealt with intensively,” the company added.

However, the Android world learned an even more interesting piece of information: Samsung had to ask its Foxway partner directly three times to send the label to the consumer’s email address.

Long wait with no result

Following Foxway’s response, Aleš_S is said to have contacted Samsung support by phone on 8/27. He should have learned that a card with his request had been established, and after getting acquainted with the reaction of Foxway’s business partner, he received information from the expert that he would urge the relevant department. However, the support worker was allegedly unable to do anything more at the time to resolve the situation.

Aleš_S is said to have been contacted by the same Samsung support staff on 8/28 to learn that the relevant department dealing with the case would finally send him a shipping label. He was also reportedly assured that his phone would not be lockedbecause he did not end up in this situation through his own fault. On 8/29, a notification still appeared on his device:

This Device will be blocked within 5 days because the terms of the Trade-in program were not met and the old device intended for purchase was not delivered to us. To avoid blocking the Device, please send the old device that you have offered for sale under the Trade-in program to the appropriate address.

Second warning regarding possible upcoming blocking (Aleš_S for Android World)

The good news, however, is that Aleš_S has not yet had his phone blocked. When asked, Android World confirmed this by email.

The relevant department dealt with the case, but there is no contact for it

Aleš_S is said to have contacted Samsung support again on 9/2 – note that more than a month has passed since he ordered the new phone. The examination of the case was apparently not progressing anywhere, and the smartphone threatened him with the already mentioned blocking.

I asked him (the support worker, editor’s note) to contact the relevant department, which he replied that, unfortunately, there are no contact details for that department

“There is no contact information for the given department” (Aleš_S for Svět Androida)

Out of fear of blocking the device, Aleš_S allegedly even asked if it was possible to cancel the redemption bonus by returning the applied discount. But this request would also have to be processed by that mysterious department.

“Last time I asked if I had any options to prevent the phone from being locked. The answer was that it would be necessary to wait for the department in question and that they had no other solution to the matter.” adds Aleš_S.

This is my situation and experience with the Trade In event. If I can, I DO NOT RECOMMEND the use of this service to everyone.

Consumers also have a good experience with the buyback program

God forbid that the Samsung Trade-In program would have to end so unhappily in all cases is not a rule. We can find it under Aleš_S’s post positive experience from user Eazy:

Hello, I (by God) have a good experience with the purchase through Foxway – they even had a phone for the purchase in Tallinn earlier than the other item sent to Prague on the same day for Mobile Emergency.

Eazy described to Android World what the process looked like in his case:

• 23. 7. – order
• 7/25 – delivery of the order and an immediate mail with a label
• 7/28 – in the morning delivery of the shipment to AlzaBox and in the evening picked up by DHL
• 30. 7. – info about receiving the shipment
• 7. 8. – information about the successful completion of the purchase
• 8.8. – crediting the amount to the account

Where did the mistake happen?

As we mentioned at the beginning, everything is coming to a successful end. Aleš_S finally received his label, so he will be able to send his old smartphone to Foxway. However, you may be wondering – just like us – where the error occurred in the process.

Unfortunately, Samsung could not answer this question precisely. He says he uses new systems and is still fine-tuning processes. “The overall error rate of the system is very low (at 5%) in relation to the number of TIs (Trade-In, editor’s note) and we are working to reduce that number as well,” however, the company said.

Will Samsung draw consequences?

The inconvenience that Aleš_S encountered may ultimately help other consumers.

“We learn from all similar situations and draw consequences. We are adjusting procedures at our call center as well as on the Foxway side. Thanks to this process, we have already started adjusting procedures, sending block notifications and regular reporting on sending emails with labels.” said Samsung for Android World.

What to do in a similar situation?

“If you do not receive the label within 3 days of the delivery of the shipment (new phone), contact our call center at 800 726 786. The error may also be in a wrongly entered contact e-mail. There is no risk of device blocking for the customer who answers. The entire timeline is shifting,” Samsung responded to Android World’s inquiry.

Do you have personal experience with the Samsung Trade-In program?

Source: community.samsung.comown