yashsingh1/xdaforums huggingface dataset:
[Samsung Galaxy S8 Questions and Answers] GrimEcho:
No, the majority of people who are complaining are those that had a higher-end phone (but one that might have had some wear and tear) and had their traded denied.

I purchased a $20 AT&T Go Phone from Walmart and set that in. I just received the email today stating that my trade-in was approved. I think they really are going based on the condition of the phone, and not the quality of the specs. I agree, receiving a $200 discount for a phone that cost $20 usually not realistic, but Samsung brought it upon themselves based on the way they ran the promotion. Most carriers who offer trade-in programs that offer a credit for ANY phone are doing so under the idea that even with the discount, the phone and contact that comes with it makes them a profit. It's like auto-dealerships that offer the "Push, Pull or Drag It In" promotions where they give you a $3,000 trade-in for any car.

However, in Samsung's case, I think they likely lost money on some of these promotions. They certainly didn't structure their promotions in a way that most online retailers do. For starters, they offer 10% student discount on their phones (and 20% on most of their other products). Even if you are not a student, I'm sure it would be easy to find someone who is and willing to buy the phone for you. What sets Samsung apart, and what I honestly think they did by mistake, was that they take the discount off of the original price of the phone. In my case, this was $850 for an unlocked S8 Plus. The student discount came to $85. At the time they were also offering $100 off of an unlocked phone, and the $200 trade-in credit. Most retailers would have taken the student discount off of the new, reduced price. Instead, Samsung's online checkout ended up discounting my phone by $385. With taxes, I ended up paying $485 + $20 (Walmart Phone) or ~$500 for the S8+.

Here's hoping they do the same thing with the new Galaxy Note.

Ohh, for those asking, I received the email confirming that my trade-in was accepted 5 days after Samsung received my phone.
[Samsung Galaxy S8 Questions and Answers] gamer765:
My trade in was successful, just got the email. Took them 2 weeks to send it. Sent them a prepaid phone ($16 AT&T GoPhone).
[Samsung Galaxy S8 Questions and Answers] dmoses1969:
Shipped both of my trade-ins last week and received an email this morning. Both were approved. iPhone 5c and LG Nexus.
[Samsung Galaxy S8 Questions and Answers] FAUguy:
Well since a bunch of us are posting today that the trade-ins were successful, maybe they were "told" by someone higher-up to be more lenient in accepting them due to the bad press.
[Samsung Galaxy S8 Questions and Answers] gboybama:
Who knows? I wish I had waited to sent mine in, if so. Having my fully functional trade in denied has given me an overall sour feeling about my purchase.

Now, I've cracked the back glass of my plus while pressing down on the edges of a wet-apply screen protector.

:crying::crying::crying::crying::crying::crying:
[Samsung Galaxy S8 Questions and Answers] santhi4110:
Successful

My trade in was successful, Both iphone 5c and Nokia Lumia
[Samsung Galaxy S8 Questions and Answers] coop_58:
Too much wear and tear...

My LG Nexus was not successful...It was in excellent condition. Always had a case and screen protector.

I'm returning the S8+
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Sorry to hear that. So your phone was priced at $25? If yes, will you get this $25 via visa card or credit you back to your original payment method?
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Hmm? How did your Lumia pass? I thought iOS or Android device is eligible. Not that I am not happy for you, I certainly am :), though it is very interesting how come Samsung doesn't accept many of the phones that fall into iOS/Android category, but accepts another OS. I had Blackberry z10 with Blackberry OS, I could send it to them, instead of an Android device.
[Samsung Galaxy S8 Questions and Answers] coop_58:
Not sure yet... I clicked on return and received a RMA#. Waiting for an email with the shipping label. I will post when I find out.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
I see. How long ago did Samsung receive your old device and how long it took them to give you an answer about your trade?
[Samsung Galaxy S8 Questions and Answers] coop_58:
I shipped it to them on the July 3rd...same day I received the phone. I believe Samsung received it on the 7th. I received there email today.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
So about a week. Me and my friend, we received our devices on July 3rd, but I was able to ship it on the 5th. Samsung got my phone early this week. We of course are hoping for the best, as other users. Which reason did you pick, when you had to choose the reason for return?
[Samsung Galaxy S8 Questions and Answers] coop_58:
It was do not want or do not need. None of the reasons apply.

I complained in the comment box. I still haven't received my shipping label.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Me too, think that is the correct reason, but my friend in case of the trade-in failure, he might choose "found cheaper price" and in the comments to explain that without Samsung accepting trade-in, then other places the price is cheaper. Give them some time to think, maybe Samsung will re-think their actions.
[Samsung Galaxy S8 Questions and Answers] tuccc:
Hi all,

When you look at your order on Samsung website, would it tell you how much they valued your phone or only by email? I have never received email from them regarding my trade in but only on their website.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Right now when I check my order, it shows: Max trade-in value: $200, but after acceptance "I believe" it should show: Final trade-in value. So what did the website say about your trade-in?
[Samsung Galaxy S8 Questions and Answers] tuccc:
This is what it tells me (see attachement) and I'm hoping that it's correct.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
I think that is it! It also shows on the right that the product is verified. For me on the right it shows as: product received. They should send you an email, it is just you were faster than Samsung :)
[Samsung Galaxy S8 Questions and Answers] GrimEcho:
Please let us know if they process the full refund if they refund the $25, or if they take off the %20 restocking fee. According to their Terms and Conditions for returns, they will only fully refund unopened products and will charge a restocking fee for products that have been opened but are still within the 15/30 day window. However, the CSR I talked to on the phone said that if the return is received in excellent condition, with all accessories and manuals, then they usually don't charge the restocking even if the product was opened or used.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
This is what I heard as well that they won't charge restocking fee if device is returned in excellent condition with all the items that came with it. The policy says 15 days, but additional 15 is probably because of RMA, which users get after requesting a return.
[Samsung Galaxy S8 Questions and Answers] coop_58:
I have been calling all day. I get...Sorry the office is closed. So much for hours 9AM to 9PM.

So much for their pledge..."We’re here to help!! Please call us at 855-726-8721, 9:00 AM – 9:00 PM EST, seven days a week, and we’ll be happy to assist you with any additional questions you may have."

I don't think I would trust them with forgoing the 20% restocking fee. They are going to get their $175 one way or the other. I am using the S8+...so it's an open box. I have everything that came with it. I had everything with the LG Nexus. The phone was in a case with a screen protector from day 1. Not a scratch or scuff mark.

I will never buy anything Samsung again.
[Samsung Galaxy S8 Questions and Answers] B3RL1N:
A month after ordering my S8 and sending in my Trade In, I just received confirmation that Samsung will not be accepting my almost pristine Moto E because of "wear and tear."

The phone is old, I got it for cheap, but it met all the demands Samsung made. The Moto E never left my house, let alone ever entered my pocket and was maybe powered on for a total of 48 hours, it was in almost perfect condition and practically out-of-the-box new. Yet it was denied for "wear and tear." I can only assume this is them making up an excuse to not discount the full $200 after a bunch of other people sent in cheap Moto E's which got approved, they're in damage control.

I made sure to ship the device securely with tons of newspaper and bubble wrap with some mild moisture proofing, so unless a truck ran over the box in a monsoon, it couldn't have been damaged during shipping.

My case has been transferred to someone higher up for review, so my only option is to wait 5 days for a response. I was nice to the Samsung rep I spoke to because I know it's not his fault, but I'm fuming right now because I've never been so blatantly lied to.

I asked about returning my S8 and was told that because I'm outside the 15 days window they won't allow it. Even though it took them weeks to get back to me...
[Samsung Galaxy S8 Questions and Answers] Charkatak:
That is very concerning...I really don't know how many people evaluate trade-in phones and their experience doing it. Reading all the testimonies it seems that employees that accept/decline phone aren't doing the same thing of verifying the devices. Some possibly do follow the requirements, other just look at the device and if it powers on, then they just approve it.

I know the windows of returning your device is gone, but here is the approach that should be balanced to warrant a graceful return:

In order for you not to miss the 15 day window is closer to that 15 day mark, ask for a return and they will give you RMA #. Doing this, will give you additional 15 days to ship the phone back. If your trade is accepted, then RMA will just expire, if trade isn't accepted, then you will have enough time to ship it back.
[Samsung Galaxy S8 Questions and Answers] B3RL1N:
I sent the representative I spoke to photos of my trade in packaging (I really should've taken more...) and he mentioned that I wrapped it in a sock. I kind of laughed and said that I used cheese cloth and paper towels inside a ziplock bag for my first layer of wrapping it, (ghetto but it works - I've done it before) so he joked that's why they probably denied it, they thought it was in a sock and never touched it. - $175 worth of humor aside, I really don't think that they verified my device at all.

Good idea, thanks for that. I'm going to keep that one in mind for the future.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Will the rep do anything about this? Will he ask them to re-verify or at least make an exception and let you return your device?
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Any news about shipping label and what happens to $25, users get it back or not?
[Samsung Galaxy S8 Questions and Answers] equake:
Well, I returned the phone because this deal was a big crap shoot and I only received $25 my fully working trade-in. They have another one of these trade-ins for a BOGO, another crap shoot.

The carriers have better policies and I've heard that Best Buy also are more flexible since they have stores to receive the trade-ins without the waiting hassles of sending in phones and getting turnaround responses.

my 2 cents
[Samsung Galaxy S8 Questions and Answers] coop_58:
I received the shipping label 2 days later...Sunday. Was finally able to talk to someone Sunday afternoon...since I opened it box I can't return it. After complaining they said it would be subject to a 20% return fee if it wasn't in new condition. I said you have got to be kidding me...that is what started this to begin with. I don't trust Samsung to do the right thing.

I'm done with Samsung...they won't get another penny from me.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
"New condition"(box was never sealed to begin with) possibly meaning that it should be in excellent condition with all the stuff in the box and IF not, then restocking fee would be charged. If "new condition" in Samsung's term means "untouched", then many of us might have problems if we decide to return. A customer service that I spoke with 10 days ago, told me that device can be returned and has to be in excellent condition otherwise restocking fee would be charged.
[Samsung Galaxy S8 Questions and Answers] jim262:
There is no way Samsung lost money on the promotion. They are having it again, sans the Any Android phone. But digress, I purchased my S8 for $425 the cost to manufacture the phone is $307. That means they are still turning a profit. See this article for actual costs of certain devices and their profit (markup) percentage.

https://www.techwalls.com/production-costs-of-smartphones/
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Samsung could also possibly be waiting for 15 days return period to pass and on 16th day or so they approve/deny the trade-in. Today is the last day of my return window and still the status of my trade-in is "product received". If my trade-in status, updates tomorrow as it will be over the return period, then my theory could be correct. Any thoughts?
[Samsung Galaxy S8 Questions and Answers] jim262:
Your trade in must be received within 15 days. If your postmark is within the specified timeframe, you are OK.
[Samsung Galaxy S8 Questions and Answers] GrimEcho:
Great link! Thanks. I always love to see the actual or estimated manufacturing costs for tech.
[Samsung Galaxy S8 Questions and Answers] HDRules:
I traded in an old phone and received an email on July 12 stating that I would only get $25 because my trade-in did not meet the normal wear and tear condition. I called the next day and disputed the condition of the phone - for the age of the phone, it actually had much less than normal wear and tear in my opinion. The phone had always been in a case with a screen protector and had never been dropped. The screen had no scratches and the phone had no dents. The sides of the phone had very faint scratches from the case. The rep said my dispute would be escalated to “upper management” and I would be contacted within 3 to 5 days. On day 5 I called since I had not heard back. The rep said they were looking at each complaint individually and did not know how long it would take.

My question: Has anyone disputed the condition of their trade-in and gotten a response from Samsung?
[Samsung Galaxy S8 Questions and Answers] Charkatak:
User: coop_58 on page 13 might have some info about dispute, as I believe he called, so try asking him.

I do have a question for you: how long did you wait from when your old phone was delivered and when you received an email with denial?
[Samsung Galaxy S8 Questions and Answers] HDRules:
Samsung got the phone on July 3 and emailed me on July 12 with the denial.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
I see. Mine is still in their warehouse. They got it on 11th of this month and I am still waiting for their decision. I only have until early next week after that I would either have to keep or return the phone.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
My trade-in passed 14 day mark and is 15 days now since it was delivered. The status of my trade in still didn't change form "product received" and when I contacted Samsung yesterday, I was told that there is no progress on it yet. Anyone here is in similar situation?
[Samsung Galaxy S8 Questions and Answers] A0425A:
There's a new deal now where they specify which phone you have to send in. I was going to give it some thought but after seeing this thread I'm not sure I'll chance it (was going to send a perfectly working 5s). I think it's a total crap shoot. I'd like to know if anyone who disputed has won. If I did do it I'd video and photo the heck out of the phone and package.
[Samsung Galaxy S8 Questions and Answers] jadams161:
Aftr reading reading all the about this nightmare on slickdeals, I am canceling my S8. Ordered it on 6-21, still says backordered even tho they show in stock if I add one to my basket. Samscum will never get my money all done with this joke. Whatva horrible company and promotion scam.
[Samsung Galaxy S8 Questions and Answers] gottahavit:
I traded in an old s3, got acceptance email a week after shipping. phone working, but well used.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Congrats!

The status of my trade-in hasn't changed and it has been 17 days. My friend's trade-in is pretty much in the same situation. Don't really know what is happening, but customer service rep told me that evaluation of my device hasn't started yet and I assume it is still sitting in the warehouse.
[Samsung Galaxy S8 Questions and Answers] nviz22:
If that's the case, better see if you can do a return and get your $ back. An old LG Optimus should qualify for the deal since it's any Android device as long as it powers on, no physical screen damage, etc. I am thinking about doing the same thing after two weeks since they had it. I am going to contact my card company and ask them to help me get $25 out of Samsung for sending in my old Moto G on Verizon so that way I can get my $ back in full plus the $25 for the hassle of sending the phone out to never get ti again.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
I do have a return label and RMA from them, so I can return. I just thought of waiting until Monday (the latest) and then return or keep depending on approval.

So your situation is the same as mine, the old phone is still sitting in their warehouse for 2+ weeks?

Til this day we don't have any word on what happens to $25 if phone is priced that way and customer returns S8?
[Samsung Galaxy S8 Questions and Answers] glin89:
I sent in a $25 ZTE Majesty Pro and it was accepted after a week. Maybe I'm lucky? Samsung has been good to me so far.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
When you check the order status page on samsung.com, what did it say? Does it mention the trade-in being accepted/verified?
[Samsung Galaxy S8 Questions and Answers] ridimstar:
I have traded in a refurbished phone bought from cricket for $1 and they accepted it no issues at all
[Samsung Galaxy S8 Questions and Answers] Charkatak:
How did you know that your device was accepted? Right now when I check order status page it shows my trade-in as: Delivered. Will it have a different wording when it is accepted?
[Samsung Galaxy S8 Questions and Answers] B3RL1N:
Update on my situation.

On July 14th, I called Samsung and opened a ticket with them, I was told my ticket would have to be escalated to a supervisor. I was really nice with them, joked around, but was pretty serious about that fact that my device was in pristine condition when I sent it to them and I packaged it properly. The turn around time for a response was 3 to 5 days. (Assuming business day)

12 days later on July 26th I decided I had given them enough time and called Samsung back. I again politely explained the situation to this new rep, about my trade in and that I never received an email response from Samsung. He looked up my ticket and apparently with no explanation someone had closed my ticket without resolving it. More run around and wasting my time.

So I received a new ticket and now need to wait another 3 to 5 days to hear back. Meanwhile, I just had to pay $175 on my credit card because Samsung can't get their support system together. - The rep told me to file a ticket online as well to expedite the process, I did so, but received a pretty generic response, although I'm hoping this at least gets my ticket noticed. - Apparently they have no rules set in place for handling trade-in issues. wat

No one can answer why my phone was marked as invalid so until then, I'm out $175 that I'm pretty sure I'll never see again as I keep getting the run around from Samsung.

TL;DR: Samsung is overwhelmed and their customers are getting the short end of the stick.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
That is very unfortunate... I myself, tried to chat with them about the status of my trade in, but they replied that their department doesn't have much info, so I needed to call another team, I did. They too, didn't have info I needed and told me to call another place. I did call that place and I get a simple response which is more confusing: If your trade-in gets denied your card will be charged within 2 weeks and you will receive an email. I asked, what if it is approved? The rep first told me that there will be no emails and your card won't be charged, but after some more talking, she told me that I will get an email regardless. I told her that it has been 17 days since Samsung received my device and she replied: if it has taken this long, then it is possible that the trade-in was approved. Nothing was accomplished by 2 phone calls and 1 chat - for today only.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Can anyone comment on what they see when checking their order status on Samsung.com?

1) If your phone got approved, what is shown for the trade in?

2) If your phone got denied, what is shown for your trade in?

Check an example image, where it says "Delivered" on the right.
[Samsung Galaxy S8 Questions and Answers] glin89:
That was almost weeks ago. I got the verification email saying my trade in was accepted a week after sending in my trade in.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Hmm, 21 days now, mine and my friend's trade-in still have no confirmation of acceptance or denial. Called Samsung many times, but they have no info. Could you log in to your Samsung account and see the status of your trade in? I have a previous post with screenshot of what my trade in is showing at the moment.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Could you please go to the same order history page(like in your screenshot) and check what is says now? Does it say same thing or wording changed to something else?
[Samsung Galaxy S8 Questions and Answers] glin89:
I had a family member order for me so I don't have login details. They told me they received notice by email.
[Samsung Galaxy S8 Questions and Answers] FAUguy:
When I placed my S8 Unlocked order back in June, and then sent in my Note 2 trade (and was approved for the $200 off), I now got the billing statement for the 24 month payment plan that comes to $18.77 per month.

Still would be looking to pay it off before the end of the year.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Good to know, very happy for you!

If you go to Samsung.com and access your order. What do you see for your trade-in? Does it say on the right side: delivered, verified or what?
[Samsung Galaxy S8 Questions and Answers] FAUguy:
It says Product Verified. Final trade in value $200.

I did get an email from them a couple weeks ago that said it was verified for $200.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Samsung recently changed the look of order page and before next to our trade-in device was: Product Received and Max Trade-in value: $200.

Few days ago, the wording got changed to "Delivered", then shows delivery data and says: Price: $200. It has been 22 days and still no email of any kind, credit card not charged(which is a good thing) and Samsung gives confusing answers when calling them.
[Samsung Galaxy S8 Questions and Answers] Charkatak:
Samsung FAILS to re-send shipping labels to return S8. Once return was requested, it showed the date by which the shipping label would expire. It was also noted that "IF it expires, contact us and we will provide you with a new label. " Called, emailed and received same response: "We apologize, but unfortunately we can't send you another label" or something to that extent. Looks like this is how Samsung is doing business - all they do is apologize without any positive actions. Yet, another OEM is removed from my list.