topic EE Trade In - Brightstar in Archived Posts

EE Trade In - Brightstar

nattydownes — Thu, 01 Jul 2021 09:36:22 GMT

I recently took up the deal of getting the Samsung S21, with a £500 reduction in the bill if I sent my old Samsung S9+ to Brightstar. The phone arrived Monday 21st June, I sent my S9+ on Thursday 24th June using the returns pack, and I received a Post office Track and Trace receipt. For the past few days I’ve received texts saying I need to return the old device, and today I’ve had a FINAL REMINDER email saying I need it return the device by the 5th July. I’ve logged into the post office website with my trace number and it says the item was received on their end on Monday 28th June at 12.40.
Am I ok to just ignore this email? I’m panicking as I don’t want my account to be charged an extra £500.
Thank you.

Re: EE Trade In - Brightstar

James_B — Thu, 01 Jul 2021 11:41:00 GMT

Hi @nattydownes,

Welcome to the EE Community. 🙂

I'd recommend getting in touch with Brightstar so they can look into this for you. You can call on 0208 732 3798 or email eeconsumer.uk@brightstar.com.

They'll be happy to help.

James

Re: EE Trade In - Brightstar

JrdRIOT — Mon, 05 Jul 2021 09:44:41 GMT

@nattydownes did you get this resolved? Had the same email today and worried they'll try and charge me the £500 too!

Re: EE Trade In - Brightstar

nattydownes — Mon, 05 Jul 2021 12:54:05 GMT

I didn't contact them. But luckily the day after I received a text saying they'd received the phone 🙂

Re: EE Trade In - Brightstar

James_B — Mon, 05 Jul 2021 13:05:50 GMT

That's great @nattydownes

Thanks for the update. 🙂

James

Re: EE Trade In - Brightstar

JrdRIOT — Mon, 05 Jul 2021 13:12:45 GMT

@nattydownes Perfect! Thanks for that, saves me stressing over it! 😊

Re: EE Trade In - Brightstar

chris_pike1982 — Tue, 06 Jul 2021 08:50:34 GMT

I am in the same predicament. Sent my phone back last Wednesday and received a last reminder email this morning.

Hopefully I will get a text confirming receipt of the phone shortly but I am phoning Brightstar now to check! Could do without the stress!

I suspect the email is automated though and they send it to everyone regardless of if the phone has actually been returned or not. Seems like a lot of people have had the same experience.

Re: EE Trade In - Brightstar

Leanne_T — Tue, 06 Jul 2021 09:35:23 GMT

Morning @chris_pike1982

Thanks for coming to the community.

You're doing the right thing contacting Brightstar they will get this looked into for you.

Let us know how you get on.

Leanne 🙂