Samsung Denied My Trade-In, But Then Reversed Their Decision When I Said I Had Video Evidence.

Title pretty much sums it up, but I received an e-mail this morning stating that my device (Galaxy Fold 4) was denied for trade-in due to "The device doesn't turn on or screen does not work normally".

I was pretty shocked at this, because my Fold 4 had lived a very pampered life, safe within a Spigen case and always handled with care. Furthermore, I had taken multiple videos of me factory resetting the device and putting it into a box for shipment, showing everything working without issue the whole way through.

I got on a virtual chat with Samsung Support and relayed this information, telling them I had video evidence of the device working flawlessly, being reset, and placed into a box for trade-in. I was told that the tech would look into it, and after a few minutes he asked again "You said that you have a video of the trade in phone, is that correct?"

I responded, "yes, several", which prompted a few more minutes of them "checking options."

Soon after, I got an e-mail saying that my trade-in had been accepted and nothing was owed on my account. The tech confirmed the contents of the e-mail and said I was given the full value of my Fold 4 trade-in. Never even asked to see the videos.

So, that's my adventure with Samsung Trade-in. Were they trying to pull a fast one on me, and caved when they realized I had evidence? Maybe. Could it have just been an honest mistake? I hope so.

Either way, lessons learned here are to ensure you take detailed videos and pictures of your device during a trade-in, and don't be afraid to push back a little if they deny your trade-in at first, especially if you know everything was in working order. Hopefully this story can help others if they find themselves in the same situation.

Best of luck out there, everyone.