426 reviews
Due to the fact I was on a cruise I could not get my phone back within the required time and I was penalised $60. The $60 penalty is excessive and totally unwanted. Samsung should be penalised for charging this.
Reviews with attachments
- +3
As an international student, this was my first-tadeup & it was great. Anyone who wishes a guide line, how to prep and send back a trade-in device; I have attached some pictures. Thank you Show reply
Extremely happy with the link with Samsung and trade up option. It was seamless and all done online. I was able to just take the phone to the post office and everything else was taken care of. The communication was excellent and the refund was processed extremely quickly (within 24hrs) Show reply
Tread up service – Very quick response. That amazing service. Also when I have some error they explain clearly to me. Show reply
I also participated in the Samsung buy back run by Asurion. Unfortunately they use every trick in the book to scam you. They took $85 off the $95 value of the phone because some of the tape Samsung uses on the back panel had lost its sticky, see attached photo that they sent me (thought it was in new condition when I swapped to the new phone). So… Read more
I was going to reject the $10 offer and see this dried glue for myself (for all I know they jimmied the back off a bit for the photos). When I mistakenly click on Accept (one of the tricks they pulled was swapping the Accept and Reject when compared to message above and not having any confirmation message) I called them immediately. The person on the phone said she would sort it out the next day. The next day I got an email saying my refund was being processed. I called again and a different person just said it was my fault for clicking Accept and it is too late. If you deal with this company be aware you are unlikely to see the amount you are offered and the people on the phone will ignore any requests. UPDATE: They sent my phone back after all...still cant see why they say it is not in perfect condition...i even tried pulling the back off and it is stuck solid.
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Traded in my Z Fold 5 with no damage and photos before it was sent. Received a grading saying that there was physical damage dropping the value from $410 to $65 but when the photos came through there wasn't any evidence of physical damage. Messaged the team asking for where the damage was which they simply repeated the original message of Front… Read more
Screen Damage. When I called the representative they pointed out one of the images being zoomed into the middle screen so there must of been a scratch that justified a $350 drop in value which neither of us could see. When I clarified the report said front screen damage not a scratch on the middle screen the rep immediately became defensive stating that the assessment is final and we're given the option to reject in case we disagree. I was essentially I was told the damage was different to what was reported and even though neither of us could identify the damage I'm given the option to reject if I disagree and no option to escalate the matter with the representative. Opted to get the phone back only to not be able to find the scratch that was supposedly in the image as well as once again no damage to the front screen and the box I sent it in swapped for less packaging that could of risked damage in transit. Poor experience and at no point did I feel like I was taken seriously and their remedy was to repeat the original message with no evidence to back it up and no indication they wanted to help me.
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Avoid like the plague! Wish I knew about this company before sending my phone, but you have no idea your'e using a third party for the trade in until you have already paid the security deposit. Sent an s21 ultra in for trade up, quoted $200 according to their vague conditions. The phone was in perfect condition as I have always kept it in a… Read more
dustproof/waterproof/drop-proof case. Took photos before sending it (but silly me didnt take photos with the phone switched on). They sent me a vague email saying that my trade in price has gone from $200 to $10 due to damaged/not functional screen. When I asked for proof they uploaded photos to their portal with a pen pointing to something called ghosting or burn in. Apparently my screen had it, so I told them to return it. Now after doing some research and trying to find what caused it, my partner and I figured out it was part of the tiktok app that had burnt into the screen. Thing is I hardly used tiktok and had never noticed this burnt in image! I suspect they have done something dodgy and possibly replaced my display with a faulty one, then they probably Frankenstein a heap of $10 phones together to create one they can sell.
Latest follow-ups
Asurion, as requested, debited my account and when they took receipt of my trade in Samsung phone and found it to be in as described condition, promptly refunded the amount taken as deposit. We'll done. Show reply
Follow-up · I found communication to be quite good with updates as required. The process was easy, even for an older fella like me. I did not have any unexpected issues at all, and overall, it was a smooth and quick process.
I suggest to everyone to avoid this fraudulent business at all costs!!!!! We traded in a perfectly working phone with very minimal wear and tear and they rejected the tradein and offered us $1 On messaging them and asking for a reassessment and new… Read more
photos and a video of the alledged "ghosting"as they wern't clearly showing the rejection reasons they refused and said the photos show it but I couldn't see it. On asking for a time extension of the 7 day Accept/Reject period they wouldnt budge and kept replying with the same "you accepted our tradein terms" so they wouldn't help at all. We went to Consumer affairs and we followed their advice, and Asurion wouldn't budge on their terms.
Follow-up · Follow up: I responded to their message at the time of this review, they have not responded back. Just shows the lack of care for their customers and just maximising their profits. Phone has not been returned and their offer was $98, and a $97 "assessment fee" was kept. Again, these guys are terrible operators and I would HIGHLY AVOID!!!
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- +3
100% Dishonest - I cannot believe Samsung still associate with these folks, they are absolute liars and provide fake facts on damage and condition to reduce the trade in value, then make it impossible to communicate effectively, do not get involved… Read more
with any trade associated with these thieves. My phone went back in good working order, in it's original box, cleaned, complete and as requested, never been opened, still with 82% battery health, screen and back in perfect order with a few wear marks around the outer case, from a Samsung protective case! They responded with no evidence but claimed the camera was missing, sim tray missing, screen and rear cover coming off!! just absolute lies! luckily I had my evidence before sending, made no difference, Samsung even agreed that the security deposit will be fully refunded but it wasn't. Run the other way folks.
Follow-up · In answer to the follow up questions, after I presented 100% proof the phone was in good working condition with evidence the claims from Asurion were bogus, Samsung assured me Asurion would return the full security deposit. A few days later Asurion then backed out of the agreement and declined to return the full deposit. Both Samsung and Asurion… Read more
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Positive reviews
Excellent experience with my first trade-up. Samsung S24 to S26 model. Sent my phone in & dealt with Asurion. I called Asurion many times & they were more than helpful on the phone every time. Very professional & made me feel like a valued customer. I received the full value for my trade. Thank you Show 2 replies
I traded in my samsung g25 ultra and got a fair price for it. It was easy to use the service and Asurion provided timely communication on the progress. Overall I am satisfied with their service.
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First time trade in, old phone fior new model. A bit nervous. Got the post office to wrap the phone well. That was after I had wrapped it up in a box. But all went like cloak work. Samung website as always a nightmare to navigate. Never loads well but .......
Negative reviews
Scam style behaviour Using multiple tactics to not answer questions, take phones even after their team member confirmed phone would be returned after not accepting their change in trade-in value. Now we have no phone returned, Multiple attempts to resolve this are tactics to not answer questions and try to get you off the call. Absolutely avoid… Read more
at all costs, wished I had checked other reviews prior to going with Samsung trade-in program. Samsung's reputation is going to be hurt by this company as they are handling the trade-ins.
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Traded in my S23 ultra in perfect working condition. Asurion assesed it as missing spen, broken sim tray, camera not working and reduced the tradein value from $410 to $310.
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I'm deeply disappointed with the result of an assessment of our old Samsung S21. The only thing I noticed after checking the assessment photos (and the returned device) that is not quite 100% is that the glue that holds the back together has become a little softer, which allows the back cover to be separated from the phone. We weren't aware of… Read more
this, as the phone always had a cover around it, and it wasn't separated when we sent it in. I really cannot see why something as simple as that would justify an $85 reduction in trade value (from the initial $95 value).... there was -as far as I can tell- nothing wrong with the rest of the phone. It was in fine working order, and looking great for a 4 year old phone. This assessment has been extremely harsh, and I think unreasonable.
Recent reviews
It is always a pleasure to deal with Asurion, provided you are upfront with your assessment of your device. Have used their Samsung trade in service about five times and all has gone through without a problem. I like that they keep you informed of the process. Will continue to use this service in the future. Show reply
This was a very service to use. I received clear instructions and the process could not have been made easier. This partnership with Samsung was a very smooth customer experience. Thanks guys. Show reply
10/10 I have traded many times and a lot of times have had big problems in the transaction particularly in communication which previously failed badly - this time top shelf very efficient smooth trade thank you
The trade in process for a new phone was straight forward. The only additional comment I have is that the instructions around returning the phone were not clear. In reality Australia post didn't package my phone. I had to do it myself. I suggest that the communications about this should be much clearer.
I used Asurion to trade in my old samsung phone on my new one. The entire process was easier than I expected with emails containing precise instructions for each step. Once your new phone is set up, you factory reset your old one and take it down the post office. They scan your email and send it off, you don't have to pay for shipping or write the address or anything!
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I recently traded in my Samsung Galaxy S25 Ultra through Asurion Australia, and overall the process was straightforward and convenient. The trade-in assessment was easy to complete, and I appreciated the clear instructions provided for preparing and sending my device. The evaluation and payout process was reasonably quick, although I would… Read more
recommend carefully reviewing the quoted value versus the final offer, as it may vary depending on the device inspection. Communication throughout the process was generally good, with updates provided at key stages.
Really helpful and great customer service. My device was routed incorreclty I reached out to let them know. They advised me that I wouldn't face any financial issues and to call them for any assistance. that same day the processed the return and it was just a bit of peace of mind to know that I wouldn't be affected by the Auspost issue.
I’ve traded in a few phones through this Samsung service now and it’s been a smooth process each time. The instructions are easy to follow, returning the device is straightforward, and the service is prompt. The valuation and credit are usually processed within 5–7 days.
Samsung's online purchase and trade-in procedures when buying a new phone are seamless. Regular email communication explaining how to return old phone for trade-in was thorough. I had my new phone within 2 days from ordering and the trade-in assessment within days of posting it to them. Highly recommend purchasing their products online. Show reply
I traded in a Samsung S21 and was given an estimated trade in value of $105. Asurion have advised this has been revised to $30 initially due to a number of issues S Pen/Sim Tray/Broken Camera/Missing Rubber/Back glass lifting/Back Panel Lifting & that they will be charging a $75 mis-grading fee. This was revised to just back panel lifting after I… Read more
inquired about the S pen/Sim Tray/Broken Camera/Missing Rubber as I wanted to know what these issues were in relation to as the camera was working, the sim tray was with the phone, the S21 didn't come with an S pen & the Missing rubber comment was very vague. I have not received any response about these. I have escalated this further with Samsung Support but these still haven't been addressed by Asurion. Based on previous feedback I had read online after I had initiated the trade in process I made sure to take photos of the phone before I posted it into Asurion. This is the first time I have used a trade in service and based on this experience will likely be my last & if I was to us it again would definitely look into review online before commencing the process. The customer service I have received from Asurion is generic at best & does not reflect well on Samsung
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The process of sending the old device was excellent. However the trade in value was on the lower side. Instead of a fixed value (eg $660 for a model), it should be a range (eg $550 to $770) to reflect the varying conditions. This will encourage and reward trade in of old devices with good conditions. Show reply
Outright scammers. You can send a device in perfect condition to them and they will send a picture of a broken phone back to you and say that your device is worth less because of it. If you make the mistake of using their services, contact Samsung and the ACC/Consumer Affairs Ombudsman when they inevitably try to scam you.
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The trade in process is quick and easy, however the valuation of my trade in phone is very poor. The phone i traded in was in perfect working order, only with an easily repairable shallow crack on the back. Better off selling your phone online tbh.
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