topic Re: No return pack in Archived Posts

No return pack

Hunter1560 — Sat, 13 Mar 2021 08:36:48 GMT

I've not received my return envelope after upgrading to an s21 ultra, I've spoken to brightstar and they said they would send another envelope but still nothing and my deadline is next week, how can I be charged for something if I have no means of sending my previous device back?

Re: No return pack

Leanne_T — Sat, 13 Mar 2021 08:49:51 GMT

Morning @Hunter1560

Thanks for coming to the community.

When did you speak to Brightstar?

Have they extended the time you have for the return of your phone?

Thanks 🙂

Leanne.

Re: No return pack

Hunter1560 — Sat, 13 Mar 2021 08:53:17 GMT

Morning @Leanne_T

I spoke to brightstar and EE Returns on Wednesday, I was told by both that they were unable to extend my return period which seems ridiculous considering I haven't recieved any means of sending the device off.

Re: No return pack

Leanne_T — Sat, 13 Mar 2021 09:05:11 GMT

Hi @Hunter1560

Are you returning your upgrade or your old phone for trade in?

Thanks 🙂

Leanne.

Re: No return pack

Hunter1560 — Sat, 13 Mar 2021 09:06:39 GMT

@Leanne_T

Hi Leanne,

I'm returning my old S10+

Jack

Re: No return pack

Leanne_T — Sat, 13 Mar 2021 09:10:13 GMT

Thanks @Hunter1560

In this case, I would suggest getting back in touch with Brightstar on Monday if you have not received the returns pack and the deadline will not be met for the return.

You can call Brightstar on 0208 7323 798 or email eeconsumer.uk@brightstar.com.

Thanks.

Leanne.

Re: No return pack

Hunter1560 — Sat, 13 Mar 2021 09:29:26 GMT

@Leanne_T thanks Leanne

I was told on Wednesday they are unable to extend the deadline for the return, but this seems ridiculous considering I haven't received anything to return the phone, is there anything else I can do? As I'm not happy with the idea of being charged through no fault of my own.

Re: No return pack

Leanne_T — Sat, 13 Mar 2021 09:31:27 GMT

I understand @Hunter1560

If you give our Mobile Care team another call on 150, they will see if they can help you with the trade in charges.

Thanks.

Leanne.

Re: No return pack

Hunter1560 — Sat, 13 Mar 2021 09:46:02 GMT

@Leanne_T thanks Leanne,

I just spoke to them and they said there's nothing they can do, both brightstar and EE have now said there's nothing they can do so now I'm being shouldered with this?

Not happy about this at all, is there nothing else that can be done?

Re: No return pack

Leanne_T — Sat, 13 Mar 2021 09:53:39 GMT

Hi @Hunter1560

Sorry we have no account access on the community.

The returns pack can take 7 working days to arrive, have you tried emailing Brightstar?

They are open Mon-Fri 9AM-530PM.

Leanne.

Re: No return pack

Hunter1560 — Sat, 13 Mar 2021 09:58:44 GMT

@Leanne_T

Hi Leanne, yes I have spoken to brightstar, they said they were sending another package on Wednesday but have not recieved yet, my deadline for the phone is on Thursday and I have recieved multiple warnings and my final warning, I've been trying to sort this for a week but I've recieved nothing from brightstar and all the mobile care team seem to be able to offer me is a note on my account, is there no way of extending the deadline for this? I haven't received the parcel so this is completely out of my hands yet I am being charged for it?

Re: No return pack

Leanne_T — Sat, 13 Mar 2021 10:04:15 GMT

I understand @Hunter1560

If you do not receive the bag Monday/Tuesday, please get back in touch with Brightstar to let them know and see what can be done if the deadline is Thursday for the return.

Please let me know how you get on.

Thanks.

Leanne.