439 reviews
AI reviews summary
Asurion Australia’s trade-in service presents a starkly divided customer experience, primarily functioning as a partner for Samsung's "Trade-Up" program. While a significant portion of users praise the efficiency and simplicity of the logistics, a substantial volume of reviews flag serious concerns regarding device assessments and unexpected fees. The sentiment is highly polarised between those who had a "seamless" experience and those who felt "scammed" by downgraded valuations.
Pros
- Logistical Efficiency: Users frequently highlight the "quick and easy" shipping process, noting that the provision of pre-paid labels and the ability to drop devices at Australia Post makes the initial trade-in effortless.
- Clear Instructional Communication: Many customers appreciate the step-by-step email and text updates that keep them informed from the moment of purchase through to the final assessment.
- Fast Turnaround Times: When assessments are undisputed, the processing of refunds and security deposits is often completed within 4 to 7 business days.
- User-Friendly Digital Integration: The partnership with the Samsung online store is described as seamless, with the trade-in portal being easy to navigate for most successful transactions.
Cons
- Inconsistent Assessments: A recurring and serious complaint involves devices sent in "perfect condition" being downgraded for "back panel lifting," "ghosting," or "missing parts" (like S-Pens and SIM trays) that users claim were present and functional.
- Significant Valuation Drops: Multiple reviewers report their trade-in value being slashed from hundreds of dollars to as little as $1 or $10, often accompanied by high "mis-grading fees" that can exceed the value of the device.
- Rigid Penalty Policies: Users report being charged $60 late fees for minor delays in posting, with no flexibility for extensions even when requested in advance or due to third-party shipping issues.
- Difficult Dispute Resolution: When a valuation is challenged, customers frequently encounter "repetitive" or "AI-style" responses, with many stating it is nearly impossible to have a device reassessed or to reverse an accidental "accept" click.
Verdict
Asurion is a highly efficient service for users whose devices perfectly match strict grading criteria, offering a convenient alternative to private selling. However, the high frequency of reports regarding disputed damage and steep "mis-grading" fees suggests that users should thoroughly document their device's condition with photos and video before posting.
I used the Samsung Trade-Up Service. This is a great service offering and made my purchase experience exceptionally easy to complete and saved me the hassle of trying to resell my previous phone on a marketplace etc, saving me time, effort and money.
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.
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
Never traded in my phone before and I must say this was an excellant way to do it. Asurion who work with Samsung were efficient, professional & precise. The process was user friendly and I couldn't speak highly enough of it. I sent my phone in… Read more · 1
last Tuesday and by Friday they approved the value agreed on if my phone was in the condition I said it would be in. Thankyou you for a smooth process!
Follow-up · I had to send my phone in so they could look at what condition it was in. Agreed trade in b4 sending it was $240.00. I had looked into it in other avenues and found that I would get the best deal through Samsung. I was told that after examining my phone's condition if it was not up to standard they would give less for tradein. I knew my phone… Read more
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
Follow-up · The process was rather quick. From dispatch of my old phone to credit of my balance of refund was less than two weeks. The trade in value varies but can be determined by going through the purchase process then cancelling before committing.
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.
Recent reviews
Excellent, straightforward service. I was surprised when instructed to simply reset to factory settings and the then take the phone to the local post office. Sure enough, the PO scanned the supplied QR code and did the rest (packed, labelled, post paid). The agreed swap price was paid into my account promptly. So easy! Show reply
They received my device within 48 hours of mailing and sent me an acknowledgement email. They assessed and approved the device in another 48 hours and informed me they'll be processing the payment. All up it took 4 days from mailing to payment which I think is pretty reasonable. Show reply
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I requested an extension to the return timeframe for posting the device back. I was denied. I also requested information regarding how to package the device for return and was never given a response, which cause the delay in returning the device. A late fee of $60 was charged. I requested the extension prior to the last day for returns. I am… Read more
unsure why on good faith the company could no grant an extension. I am sure it was just to secure an extra charge. I am sure they will respond citing their terms and conditions, and state that 14 days is enough time, to download your data, buy packaging, get to the post office. But I dont think asking for an extra day or two to post back the device is unresonable. I won't ever be using or recommending their services again.
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They offer very less amount for the trade in phone. Better to sell it after market if you are looking for higher price. $700 for Samsung S25 Ultra 1 year old in super perfect condition. Not recommended. Now the question will be why did I choose them? I would say (Yes, I did but was a mistake). Take this review as an alert or caution. I learned my lesson. Hope you people don't fall for this.
I'd offer these clowns 0 stars if I could. I sent in a phone work no damage and these scammer in their assessment claimed there was screen bleeding and other physical defectsthen offering me $1 trade in value instead of $200. I followed up and it took ages to get a response and even then they just kept giving me a run around. I would never bother trusting them again.
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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.
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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
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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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.
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 .......
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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!
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.
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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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
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