topic Re: New phone - but no TradeIn returns package in Archived Posts

New phone - but no TradeIn returns package

DreSmi — Mon, 16 Nov 2020 11:10:19 GMT

Hi All,

Was wondering if anyone has had this problem, As I am starting to worry! I recently upgraded and my new phone came through! (Fantastic) but in my upgrade I am returning my old device.

BUT..I haven't received a returns package/ postage label! I've rung 150 and they said I need to speak to brightstar, but I've emailed, tried ringing brightstar 4 times (ONE OF WHICH I WAS ON HOLD FOR 3 HOURS!)

I don't dare just send it, since brightstar have loads of different addresses online!

I need to get it sent ASAP as they need the device within 14 days or else the price gets added onto my account!

I'm stuck!

Re: New phone - but no TradeIn returns package

Katie_B — Mon, 16 Nov 2020 12:20:56 GMT

Hello @DreSmi.

Thanks for coming to the community.

It's great to hear you have your upgrade, I hope you're loving your new phone.

Your returns pack should be with you within 7 working days, if you have passed the 7 working days mark then please call 02087323798.

Please note the lines are only open on this number between 09:00 - 17:30 Monday - Friday.

Katie 🙂

Re: New phone - but no TradeIn returns package

Buzzdrew — Wed, 18 Nov 2020 09:15:06 GMT

Hi,

I've rang the number, and contacted them through email support - they said they don't have a trade in request for the IMEI or anything related to my number.

They have said it's 150 I need to ring, I've done that again, but each company keeps pointing the finger at the other...

What not?

Re: New phone - but no TradeIn returns package

Katie_B — Wed, 18 Nov 2020 09:33:05 GMT

Hello @Buzzdrew.

Thanks for coming to the community.

It sound's like you have followed the correct steps by calling the number previously provided.

I have sent you a private message for more informaiton,

Katie 🙂

Re: New phone - but no TradeIn returns package

Cassiexxb — Tue, 24 Nov 2020 10:42:55 GMT

Hi, I have also followeed the steps and still no returns package to send my phone back please can I be sent one they said they will charge me if it’s not sent back by Friday

Re: New phone - but no TradeIn returns package

Christopher_G — Tue, 24 Nov 2020 10:47:11 GMT

Hi @Cassiexxb

Welcome to the community.

Have you spoken to Brightstar about this? You can find their contact details at the bottom of the Trade in page.

Chris

Re: New phone - but no TradeIn returns package

Cassiexxb — Tue, 24 Nov 2020 11:06:22 GMT

Hi.

I have been on hold for over an hour an half can I not just get a pack sent out?

Sent from my iPhone

Re: New phone - but no TradeIn returns package

Christopher_G — Tue, 24 Nov 2020 13:21:07 GMT

Did you manage to get through, @Cassiexxb?

The pack needs to be sent through Brightstar.

Chris

Re: New phone - but no TradeIn returns package

Buzzdrew — Tue, 24 Nov 2020 13:29:47 GMT

I followed, the steps and even emailed them and this was their response

"Good Afternoon

thank you for your email.

Using the details you have provided I am unable to find an active trade in

order for you.

We Brightstar are a third party company who assist EE in the trade in of

mobile phones.

Currently it appears we are still to receive the trade in file from EE,

often this will follow on approximately 10 days after you have received the

new phone.

If this is the case and you still have not received the return pack please

contact EE Customer Service direct on 0800 956 6000 or 150 from you EE

mobile.

In the meantime if you have any further questions please do not hesitate to

Kind Regards,

Chris

EE Trade In"

After then contacting EE, they say it's brightstar!!!

WHAT CAN I DO

Re: New phone - but no TradeIn returns package

Christopher_G — Tue, 24 Nov 2020 13:35:20 GMT

Hi @Buzzdrew

I've sent you a private message to get some more information from you.

Please have a look and get back to me.

Thanks

Chris

Re: New phone - but no TradeIn returns package

Atifh93 — Wed, 16 Dec 2020 10:52:56 GMT

Hello, I am having the same problem, I have upgraded and need to trade my old phone to cover upfront costs, however I have not received any sort of trade in returns pack and I need to get it back by the 22nd however I haven't even got the pack to trade it back and with Christmas and covid the posts are delayed anyway, and I don't want to get charged extra as its not my fault? I have called brightstar and am on the phone waiting for someone to answer for hours, then it just cuts off, have called EE and they say they can't help, what should I do???

Re: New phone - but no TradeIn returns package

Christopher_G — Wed, 16 Dec 2020 14:12:21 GMT

Hi @Atif93

Welcome to the community. 🙂

Have you managed to get through to anyone to help?

If you can get through to Birghtstar, they should be able to check your order and make sure you get a pack. Have you tried emailing them? There's an email address on the trade in page.

Chris

Re: New phone - but no TradeIn returns package

petera138 — Fri, 05 Feb 2021 10:47:15 GMT

Hi,

I am also struggling with this. I need to get my phone back but have not received a return package yet. I had a text from ee saying to call the bright star number which i have and i am just on hold for ages. As we speak i am on 52mins hold.

Aside from the fact i nor others should be having to call this company to get our returns done as it should be automated and sent out too us i do not want a charge of £350 on my account for not getting the phone back in time.

Could you please help with this?

Thanks

Re: New phone - but no TradeIn returns package

James_B — Fri, 05 Feb 2021 10:52:10 GMT

Hi @petera138,

I'm sorry to hear you haven't received your returns pack yet.

Please let us know the outcome of your call with Brightstar.

Thanks

James

Re: New phone - but no TradeIn returns package

petera138 — Fri, 05 Feb 2021 11:08:06 GMT

Hi,

I got through after over an hour on hold. They just said that it has been sent and there going to send another one in case.

I think its a shame when EE customer service is so good and you use a different company like bright star who are so poor at answering calls and sorting things. You do yourselves an injustice.

Hopefully it is sorted now. We will see.

Re: New phone - but no TradeIn returns package

James_B — Fri, 05 Feb 2021 11:11:10 GMT

Glad you got it sorted @petera138

I'm sorry for any inconvenience this has caused.

James

Re: New phone - but no TradeIn returns package

Katrin40595 — Fri, 05 Feb 2021 11:11:37 GMT

I have the same issue, have received a reminder to send back the phone but have not received the pack. Am trying to contact the number procided in the sms and have been on the phone for 40 minutes trying to get through to someone, no luck yet.

Re: New phone - but no TradeIn returns package

Katrin40595 — Fri, 05 Feb 2021 11:38:52 GMT

Managed to get through after almost an hour. The chap on the phone was very friendly and helpful and organised a replacement to be sent early next week. For anyone in the same boat , be patient!

Re: New phone - but no TradeIn returns package

Debbie72 — Thu, 07 Oct 2021 06:37:13 GMT

Hi I have not received any return package for my phone. Trade in was done over the phone.i have been to ee shop and they cannot take this for me. Ringing 150 is relentless as its always busy. I do want to be charged for not returning please advise

Re: New phone - but no TradeIn returns package

Leanne_T — Thu, 07 Oct 2021 07:27:14 GMT

Hi there @Debbie72

Thanks for coming back to the community.

If you haven't received the trade in pack, you would need to get in touch with our Mobile Care team. They will be happy to help get this looked into.

Thanks 🙂

Leanne.