topic Re: EE's trade-in partners are rather abusive in Contracts & Billing

EE's trade-in partners are rather abusive

grsdev — Mon, 05 Sep 2022 08:11:40 GMT

So I upgraded last month. The new phone arrived on August 26th. As part of the upgrade deal I traded in my old phone.

Today, only 2 days after I received the return packaging for the old phone, meaning that I have had no opportunity to send it off (the packaging is useless, BTW, you can just about fit a matchbox in it), I receive this from EE's trade-in partners:

"By now you will have already received several reminder SMS’s to send back your trade in device.

"This is a final reminder to send back your Samsung Galaxy Z Fold3 5G 256GB by September 09, 2022, otherwise you will no longer qualify for the Trade In discount of £20 per month and this will be removed from your account."

How about they back off a bit and give people a chance to actually send in their old device before sending "final reminders" when they take over a week to send out the returns packaging?

Re: EE's trade-in partners are rather abusive

Leanne_T — Mon, 05 Sep 2022 10:14:27 GMT

Hi @grsdev

Thanks for coming back to the community and leaving this feedback for the trade in emails.

I will feed this back to the relevant team.

Leanne.

Re: EE's trade-in partners are rather abusive

grsdev — Mon, 05 Sep 2022 10:34:51 GMT

Thanks Leanne.

Likewize either need to dial down the language a notch or get off their backsides and send out the returns packaging so that it reaches customers before they send out "final reminders".

If we were given full details of the returns address and trade-in references so that we can send the phone back in our own packaging (which we have to do anyway because the packaging provided is far too small) earlier, it wouldn't be so bad.

Re: EE's trade-in partners are rather abusive

Leanne_T — Mon, 05 Sep 2022 10:44:11 GMT

I see, thanks @grsdev

If you use the same returns code provided this will reach the correct place 🙂

Leanne.

Re: EE's trade-in partners are rather abusive

grsdev — Mon, 05 Sep 2022 10:58:23 GMT

So, assuming my trade-in quote reference was "1234567", If I just slap a label on the box I'm using to send the phone off in and put "1234567" on that label, it'll get to the right place? I don't think so.

We don't actually get the address where to send it until we get the returns packaging.

Re: EE's trade-in partners are rather abusive

Leanne_T — Mon, 05 Sep 2022 11:00:48 GMT

Hi @grsdev

Sorry, I thought you had this already, You would need to wait for this to arrive and then return the device using the information provided.

Leanne.

Re: EE's trade-in partners are rather abusive

grsdev — Mon, 05 Sep 2022 11:31:16 GMT

@Leanne_T That's precisely my point.

We get threatened with cancellation of the trade-in and sent "final reminders" BEFORE WE EVEN KNOW WHERE TO SEND THE TRADE-IN DEVICE!!!

Re: EE's trade-in partners are rather abusive

Leanne_T — Mon, 05 Sep 2022 11:35:58 GMT

I understand, thanks very much @grsdev

Leanne 🙂

Re: EE's trade-in partners are rather abusive

grsdev — Mon, 12 Sep 2022 06:19:17 GMT

@Leanne_T It gets better. I just got a text saying that the phone was never received so the trade-in discaount is being removed from my account. Meanwhile I have proof that it was delivered and signed for nearly a week ago.

Re: EE's trade-in partners are rather abusive

Christopher_G — Mon, 12 Sep 2022 07:03:46 GMT

Hi @grsdev

It's possible that it's still being processed. It may be worth calling to speak to our Mobile Care team, just to check if anything has been removed.

Chris

Re: EE's trade-in partners are rather abusive

peta19 — Mon, 12 Sep 2022 17:59:41 GMT

Hello.

I have new experience with ''Best EE'' it is company where everyone knows what they were doing, after sending three phones to the trade in on August 27, I received a bunch of sms and emails to send the phone, two phones were delivered on August 31 and one on September 2, when sms and emails kept coming, I decided to contact Likewize, they wrote me after few days that they need 3-5 working days for confirmation, I said ok, they have a lot, 12 September still nothing, I wrote a new email in the morning, they answered quickly and wanted an imei, I sent them the imei numbers, They sent me a confirmation of two phones with an inspection number and said to use that email to confirm with EE that they really have the phones. so I contacted EE best on the chat, I said that I have the email confirming that they have the phones and they are checked and in order, the agent said that he did not see anything, I copied the email with all the data, after five minutes the agent wrote that he did not see anything and that I should ask Likewize for better help, but I really don't know what else I can do, my joy is gone because I have another literal fight for the recognition of my rights

Re: EE's trade-in partners are rather abusive

Leanne_T — Tue, 13 Sep 2022 07:04:53 GMT

Hi @peta19

If you give us a call on 150, the team will be able to get this looked into further for you.

Leanne.

Re: EE's trade-in partners are rather abusive

grsdev — Tue, 20 Sep 2022 13:06:32 GMT

This has finally been solved.

EE's trade-in partners, Likewize, are totally disorganised. If you send them a phone that you're trading in against an upgrade, they take up to 2 weeks to inspect it and report to EE that they have it. Meanwhile, EE are unaware that the old phone has been sent in, so you get sent dire warnings and the trade-in discount gets removed from your account.

This should not happen. I've done trade-in deals direct with Samsung with their own upgrade programme in the past and never had a problem like this. I was notified when my trade in device was received and then when it was inspected with no more than 48 or 72 hours between the two.

EE either needs to start working with someone more reliable than Likewize or to account for the delays incurred by Likewize in the timing of warnings and trade-in deal retractions.

Needless to say, I will not be doing a trade-in deal with EE again. I don't want to have to go through this again.

Re: EE's trade-in partners are rather abusive

James_B — Tue, 20 Sep 2022 13:39:13 GMT

I'm happy to hear this has now been resolved @grsdev

I understand your frustration with the length of time it took for your trade in to be processed and I'll make sure your feedback reaches the right people.

James

Re: EE's trade-in partners are rather abusive

grsdev — Wed, 21 Sep 2022 12:58:07 GMT

Well, it looks like I spoke too soon. This is now beyond ridiculous.

Text message just received: "Hi from EE. Your Trade In discount has now ended. Check your plan at ee.co.uk/myee"

Re: EE's trade-in partners are rather abusive

James_B — Wed, 21 Sep 2022 13:00:18 GMT

Hi @grsdev,

Is your discount still showing in My EE?

James

Re: EE's trade-in partners are rather abusive

grsdev — Wed, 21 Sep 2022 13:07:31 GMT

Where would I find it if it was there?

The "Plan details" page gives the monthly charge without extra charges, add-ons or discounts but doesn't say where to find said discounts other than on the previous bill, which does show the discount but was established before I got that text message.

Re: EE's trade-in partners are rather abusive

James_B — Wed, 21 Sep 2022 13:15:20 GMT

Hi @grsdev,

Just to double check, did you have a trade in discount on your previous plan?

James

Re: EE's trade-in partners are rather abusive

grsdev — Wed, 21 Sep 2022 13:26:55 GMT

There were discounts but not a trade-in discount.

Re: EE's trade-in partners are rather abusive

James_B — Wed, 21 Sep 2022 13:30:12 GMT

Thanks @grsdev

I've sent you a private message. Please check your inbox and get back to me when you have a moment.

James