topic Re: Not received returns pack and deadline running out in 5 days in Archived Posts

Not received returns pack and deadline running out in 5 days

shagaboopon — Mon, 08 Feb 2021 09:30:48 GMT

I've still not received my returns pack for my old device and now have only 5 days to return the device. I completed a customer service form on Friday and have received no response from there about the issue.

I spent 45 minutes on hold to the Brightstar number with no answer and have been on hold for 20 minutes this morning and will shortly have to hang up so I can start my work meetings.

All I would like is some confirmation that a returns pack is on its way to me and that I will not be charged for any delay which is clearly not my fault. With all that's going on at the moment in the world, the arbitrary 14 day period to return incidentally seems like poor customer service.

Re: Not received returns pack and deadline running out in 5 days

shagaboopon — Mon, 08 Feb 2021 09:52:51 GMT

Waiting 15 minutes on hold is being patient, waiting in excess of 45 minutes is frankly horrendous customer service. Besides everything else I can't dedicate over an hour of my life to being on hold as I have other work to attend to during the day which means I have to keep hang up and then start again.

Re: Not received returns pack and deadline running out in 5 days

ArcaneTSGK — Mon, 08 Feb 2021 10:31:44 GMT

Same for me, I upgraded to Galaxy S21 and now I'm stressed that I'm going to get a charge of £350 because I haven't had the return pack to send my S10 off yet, I've 7 days left and getting worried now, I can't afford to be charged £350 for something that isn't my fault!

Re: Not received returns pack and deadline running out in 5 days

shagaboopon — Mon, 08 Feb 2021 11:05:33 GMT

Been on hold for 30 minutes first thing and 1 hour and 15 minutes on current call so far this morning. Still nobody has answered the phone in that time. Sent an email too and not received any response to that yet either. Appalling customer service, think it might be ombudsman time.

Re: Not received returns pack and deadline running out in 5 days

Katie_B — Mon, 08 Feb 2021 11:24:57 GMT

Hello all,

Thanks for coming to the community.

Have you spoke with our customer care team?

Who is it your in contact with at the moment is this Brightstar?

Katie.

Re: Not received returns pack and deadline running out in 5 days

shagaboopon — Mon, 08 Feb 2021 12:17:31 GMT

Hi Katie,

I have so far been unable to speak to anyone at Brightstar via phone or email and that is the core issue. I've been on hold for 1 hour and 40 minutes so far on the current call I'm on and there has been no answer. Is this seriously expected that EE customers should wait this long on hold to have their queries answered. Your site clearly states you're working in partnership with Brightstar but it would seem they're customer service is falling woefully short of expectations by your customers.

I've not tried speaking to the EE customer care team yet as I figured having been on hold for so long to Brightstar I may as well keep trying until I have to hang up.

Kind regards

xxxxx xxxx

[mod edit: please do not post personal information on the public board. Thanks!]

Re: Not received returns pack and deadline running out in 5 days

shagaboopon — Mon, 08 Feb 2021 11:52:37 GMT

I have now finally got through after just shy of 2 hours on hold and they assured me a return package had previously been sent but they will arrange for another to be issued now.

It's taken nearly 4 hours of my time to get this far on what should have just been a automatic service and sent with the new device. Here's hoping I receive the next one although they did advise they would send a postal address via email so I can send the device in by my own means if I haven't received anything this week.

Re: Not received returns pack and deadline running out in 5 days

ArcaneTSGK — Mon, 08 Feb 2021 12:07:33 GMT

Did they say who they send the return pack by, i.e. yodel, Royal Mail etc.. ?

Hope I can get some other kind of resolution other than sitting on hold because I can't do that whilst working and most of these companies only have lines open during office hours

Re: Not received returns pack and deadline running out in 5 days

Katie_B — Mon, 08 Feb 2021 12:08:49 GMT

Hi @shagaboopon.

I am happy to hear you got through to a agent and your trade in pack is on its way.

Thanks for coming back and letting us know.

Take care,

Katie.

Re: Not received returns pack and deadline running out in 5 days

shagaboopon — Mon, 08 Feb 2021 12:57:20 GMT

@ArcaneTSGK I'm afraid I didn't ask but I would guess Royal Mail as otherwise they'd be able to track the delivery. I would recommend emailing them and then contact the EE customer services team and let them know the times and length of calls you've made trying to get through with no contact to put a stop on any charges being applied.

While not an official response the person I spoke to did indicate that EE do allow a little leeway before they look to apply charges (like they start chasing up around the 30 day mark usually to check if the old device was returned). That being said we do obviously need to get a pack to return our devices so it only alleviates the worry that on the 14th February we'll be immediately charged.

Re: Not received returns pack and deadline running out in 5 days

Stumot7 — Tue, 09 Feb 2021 09:26:47 GMT

I'm in the same boat, Brightstar are an absolute shambles, wasted so much of my time trying to get a returns pack sent to me.

EE need to seriously look into this company

Re: Not received returns pack and deadline running out in 5 days

sbhawkins — Mon, 15 Feb 2021 12:31:50 GMT

So I finally received my returns 'pack' with a day to go. It really wasn't worth waiting for. why I couldn't just have a label sent to me so I could use my own packaging, and save all the stress and hassle of chasing up the missing returns 'pack' I don't know!!!!

It's the flimsiest of envelopes with no room for anything other than the phone. So no box to protect it going back!!

Also, you'll need to pay for special delivery as the free return isn't insured. Lovely! My phone is in pristine condition. What's the bet, there's going to be some damage when they receive it. I'll be taking photos before I send it back, that's for sure.

Re: Not received returns pack and deadline running out in 5 days

ArcaneTSGK — Mon, 15 Feb 2021 13:00:19 GMT

Yes I received mine Friday and sent it off right away, what confuses me though after I sent it, I really should of realised this, they send you the envelope and you put your phone in and you put the special delivery sticker on the envelope, but how do they actually assign that phone to me?? I assume the barcode at the bottom of the address sticker?

I have a feeling I haven't heard the end of it as Royal Mail covered part of that sticker with the special delivery stamp as the envelope is so small.

Re: Not received returns pack and deadline running out in 5 days

waynenotman — Wed, 29 Dec 2021 16:34:09 GMT

I have contacted EE right times now and been waiting 4 months... Still no envelope, the guy at EE said don't worry because its all noted on the system so they cannot charge you. Make a log of all the calls and emails for back up and don't worry. Must be a flaw in their system because they are using a third party company.

Re: Not received returns pack and deadline running out in 5 days

Leanne_T — Thu, 30 Dec 2021 08:03:53 GMT

Hi @waynenotman

Thanks for coming back to the community.

Have our Mobile Care team requested a new bag to be sent to you?

Thanks 🙂

Leanne.