Samsung monitors and can control the devices they sell to their customers.

[RK11]

Dear Samsung Gulf Support,

North Ladder is Samsung's chosen strategic partner for this program, and this is the second consecutive year—following my experience switching from the S23 to the S25—that I have faced professional and logistical failures.

I want to be clear: I am not the one delaying this pickup. I reported these issues to the Samsung team on [April 9th/the 9th], yet no action was taken and I received no support. Instead, your care team sent a threatening email and a push notification to my S26 Ultra.

This incident has made it clear that Samsung maintains access to customer devices and has the ability to push notifications and remotely lock hardware that we own. I will ensure this experience is shared broadly, informing the public that Samsung monitors and can control the devices they sell to their customers.

RK

[smokin]

What payment they asking for ??

[RK11]

It's trade-in, Samsung as part of the Trade-in prgram they will make a discount on the old s24 ultra, but this discount depends on the evaluation of NorthLadder to come and collect the device,

And I waited for almost 7 weeks but no one came to collect the devices and their excuses that my location is outside city limits!?!?

[Samsung_specialist]

Thank you for contacting Samsung Gulf Electronics.

We understand your concern regarding the message received about the trade-in process and the mentioned device blocking.

Kindly note that in trade-in programs, if the old device is not collected or the evaluation process is not completed, the discount applied to the new device becomes pending. As per the agreed terms and conditions, the remaining balance may be required to be settled.

Regarding the notification about possible device blocking, please be assured that this is related to the trade-in program terms and not general access or monitoring of your personal device.

Such actions, if applicable, are part of contractual conditions linked to the offer and are communicated in advance.

For further clarification and to resolve the matter, kindly use the below link:
https://www.samsung.com/ae/support/contact/ 

[RK11]

I don't appreciate this reply

Your recent communication regarding "device blocking" is unacceptable and constitutes a heavy-handed intimidation tactic that ignores your own contractual obligations.

👎 👎 👎

[Samsung_specialist]

Thank you for your feedback. We are sorry to hear that our previous response did not meet your expectations or caused concern.

We would like to clarify again that Samsung does not engage in any form of intimidation, nor does it monitor or control customer-owned devices. Any reference to “device blocking” is strictly related to trade-in program terms and conditions, and is only applicable within the scope of the specific trade-in agreement, not general device usage or personal data.

We understand that the wording may have felt unclear or concerning, and we regret any confusion this has caused. Your feedback regarding communication tone and clarity has been noted and shared with the relevant team for review and improvement.

If your concern is still ongoing, we kindly recommend providing your trade-in reference details through the official support channel so the case can be reviewed and resolved properly:
https://www.samsung.com/ae/support/contact/ 

[RK11]

Your response is a clear contradiction. You claim Samsung doesn’t 'control customer-owned devices,' yet you simultaneously admit that 'device blocking' is a tool you use to enforce trade-in terms. If you have the technical capability to remotely disable a phone, you have control over it—period.

​I wasn't 'confused' by your wording; I was reacting to the reality of your process. I was proactive from day one, while your partners were unresponsive and failed to meet their own 5-to-7-day timeline. Instead of Samsung managing its partners, you chose to escalate to a 'kill-switch' threat via push notification.

​By stating that blocking is 'applicable within the scope of the agreement,' you are confirming exactly what I’ve warned people about: Samsung retains the power to remotely override a user’s device. I am not looking for further support links or apologies for 'unclear wording.' I am here to ensure that this experience—and the fact that you are willing to use these threats even when the delay is on your end—is documented for everyone to see.

💀☠️😤🔥😡

[Samsung_specialist]

Thank you for sharing your feedback regarding the trade-in process and notification received.

We understand your concern regarding the pickup delay and the wording used in the communication.

Kindly note that any notification regarding possible device restrictions is related only to the agreed trade-in terms and conditions and is not associated with monitoring personal data or general device control.

Your feedback regarding the overall experience and communication clarity has been noted and shared with the concerned team for review.

For online trade-in orders placed through the Samsung website, kindly contact us and choose eStore support for further assistance.
https://www.samsung.com/ae/support/contact-us/