[Resolved]  Samsung India — refusal to accept old phone under exchange scheme without valid reason

Address:	122001
Website:	Shop.samsung.com

I placed an order for Samsung S9+ on ship.samsung.com on 06/09/2018, and offered my old phone (iPhone 6) under exchange, for which I got a discount of ₹6, 750/-. I made the payment there itself on the website on 6th itself. But at time of delivery, they refused to accept my old phone saying that it has a pale shade on side of screen. This is not as per their terms mentioned on website. Nowhere it is mentioned on their website or their email that they won’t accept a phone with a pale shade on side of the screen. I rechecked their website and it states “Ensure that the mobile phone is in working condition with its display intact, and that it is not damaged, broken, or otherwise tampered with. Normal wear and tear is acceptable. Ensure that you share correct details of the used product, so that the partner’s associate can validate the same successfully at the time of pickup.”
My old phone complied with their terms. Even more, they did not communicate it to me in written or even verbally. When I asked the delivery team, they asked me to talk to their senior, who straightaway told that the logistics company has instructions from Samsung. When I asked them to show me the clause which stops them from accepting my phone, he said that he doesn’t have it in written somewhere but has been communicated by samsung. I then called customer care of Samsung India. The customer care executive to my surprise told me that Samsung can cancel any order without any reason! This was the last thing that I had expected. I again asked him if it is written somewhere in their policy that they don’t accept a phone under exchange if it has a pale shade on the screen, he said he can’t show it anywhere, but it is Samsung’s policy. I am totally frustrated because of this. The delivery team made me to wait for 2 hours before they came and after that they told me all this. It wasted my entire day as I had to cancel my plans to go to receive the new phone. But I feel totally harassed. I am denied a service without a valid reason. Also the payment has been done in advance of a hefty amount of ₹53, 150/-. Why do they accept the payment before they can promise the service. I no longer want to buy the phone and want compensation for my time and the harassment I underwent. I have attached the order details and exchange terms displayed on Samsung website and also pictures of my old phone to prove that it is intact, not damaged or tempered with.