455 reviews
AI reviews summary
Pros
Cons
Verdict
Overall, sentiment regarding Asurion Australia's trade-in service is mixed, characterised by a sharp divide in customer experiences. Many users praise the platform for its convenience, clear instructions, and rapid processing times when upgrading devices. Conversely, a distinct group of reviewers reports significant frustration with lowered device valuations following inspection and difficulties in challenging these assessments. Consumers considering the trade-in program may benefit from documenting the condition of their device prior to dispatch and carefully reviewing the terms of assessment.
NEVER DO TRADE IN WITH THIS COMPANY/SAMSUNG Absolutely terrible company. Outsources all customer related inquiries and online team is unhelpful overseas support. No support from team in terms of cancellations. Charging $20 credit for a flip 5 and will charge a further $60 due to change of mind. Also requesting full return of product. Will never trade in again.
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
I was impressed with the process, trading in my phone, super smooth and really easy plus a quick. Really happy how it works and the value i got. Show reply
Follow-up · I trade-in my phone again to upgrade, It's was even easier this time, You just go to the post office with the QR code and they take the phone and do the rest. Impressed with the process.
You lost 0ne (1) point for the following issue, I went to the local Post Office (Australia Post) to send the trade-in item, showing the barcode/QR… Read more · 2
code as by Asurion instructions, I also clearly showed that "packaging" is included in the postings cost, (as by Asurion email). The counter staff informed me that I would have to pay for packaging as it is not included. I had to travel 40 minutes to the next nearest Post Office and again showed the postage information and explained that this should include "packaging", the staff provided me with matchbox size box which was half the size of the trade-in item, a Galaxy S4 Tablet. Who is at fault I don't know but you lost one point.
Follow-up · Reply to questions; No I did not contact "support" about the posting issue. The packaging issue did create a negative experience and great amount of time and travel, I had to drive 40 minutes to the next closest Post office and 40 minuets back home. The "matchbox" size packaging that the Auspost Staff showed me I gave it back to them and used only a bit of Bubble wrap.
Follow-up · Answers to questions: How was the upgrade device? I'm more than happy with the device, the features and accessories. Was courier packaging offered? Samsung can argue all day about the interpretation of their wording, Samsung or the company that was… Read more
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
Positive reviews
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. Show reply
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
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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
Negative reviews
Traded in an s22 in close to perfect condition. They just emailed advising trade in dropped from $170 to $70 because of a laundry list of problems (S Pen/Sim Tray/Broken Camera/Missing Rubber/Back glass lifting/Back Panel Lifting). None of these issues existed when sending in (and my phone didn't even have an s pen). I called and spoke to someone… Read more
from asurion and they said there was a system problem with reporting multiple faults (as in, the problems from multiple phones were being batched together and sent to everyone). He confirmed that for my phone it was only a back panel lifting. They sent photos after I requested. It was not like that before I sent it in, and I inspected it carefully and took photos before sending. I suspect it was deliberately damaged.
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.
Recent reviews
Over the years, I have relied on Asurion Australia to assess a number of returned mobile devices and every time it has been a smooth and reliable assessment which has made me feel confident with every transaction. Thank you to the team there for their support and super quick assesments and refunds. Much appreciated. Show reply
I have used Samsung Trade-Up via Asurion Australia three times so far and have not had any issues. Each time my devices have been assessed as matching my description. The process is easy and quick. If I have one suggestion, it is to include a shipping bag/box to send the old device. Not everyone holds on to their old phone's box. Show reply
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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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.
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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 .......
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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