topic Re: Store upgrade cancellations in Contracts & Billing

Store upgrade cancellations

King146 — Thu, 29 Dec 2022 23:35:04 GMT

I upgraded just before xmas in store,the phones signal was rubbish so after much debate with the store the manager got authorisation to “revert”the upgrade as I didn’t want the same handset.after sorting it out for me they then told me it would be a MONTH before i could upgrade again!has anyone else had this issue?i worked for o2 and a phone call after a return sorted everything there and then for a customer?I know the policy is no upgrade returns in store but the device was faulty.thanks

Re: Store upgrade cancellations

Profile closed — Fri, 30 Dec 2022 00:05:06 GMT

Hi @King146

Welcome to EE Community,

normally when a upgrade is reverted back to the previous contract you can upgrade straight away if you log into MyEE does it say your eligible to upgrade ?

Thanks

David

Re: Store upgrade cancellations

King146 — Fri, 30 Dec 2022 00:12:10 GMT

No mate it dosnt.the manager said she would have to send the phone back before i could upgrade again.but still shouldnt take a month…

Re: Store upgrade cancellations

Profile closed — Fri, 30 Dec 2022 00:18:24 GMT

@King146 when a device is returned to the warehouse it normally only takes 5 working days for a contract to be reverted.

there is no account acceess here on the community.

Re: Store upgrade cancellations

Chris_B — Fri, 30 Dec 2022 08:14:44 GMT

@King146 Forgive me for saying this but the new device would have no worse signal than your old device. In fact if anything it was probably showing a more accurate signal quality than your old device. You also can only return a device back to a store if the signal was not as good as it should be from the EE network, the device was an upgrade so you knew the signal quality from EE before the upgrade. At best this should have been an exchange of device a like for like if the device was faulty itself.

You are extremely lucky that they agreed to take the device back and return your account back to the original contract. It should take around 7 days to revert your account back to the old contract before you can upgrade again. It wouldn’t be to annoyed with that as this should have been a like for like exchange on a faulty device.

Re: Store upgrade cancellations

King146 — Fri, 30 Dec 2022 08:51:51 GMT

Yes im very aware of how a phone signal works,but if you can have a perfectly good phone call in your office with your old phone then get a new one and you cant in the wxact same seat then that is not showing an “accurate” signal.I seem to hear the word lucky quite alot with regards to this upgrade.

ee can make all the policies they want in store with regards to returns,if i dont want the same handset im perfectly entitled to a different one that suits me not ee.

Re: Store upgrade cancellations

bristolian — Fri, 30 Dec 2022 09:54:29 GMT

@King146 wrote:

if i dont want the same handset im perfectly entitled to a different one that suits me not ee.

Unfortunately, in strictly legal terms this is not correct. Instore purchases in the UK have no statutory "change of mind" right of return, this is only available on distance-sales conducted via phone or online.

Instore returns are only legally permitted on faulty or defective items. It's quite possible your upgrade phone was faulty, based on your description here.

Re: Store upgrade cancellations

King146 — Sat, 31 Dec 2022 08:13:36 GMT

Update..the upgrade has been reverted (after 3 days)new phone ordered..

Re: Store upgrade cancellations

Leanne_T — Sat, 31 Dec 2022 08:14:42 GMT

Thanks for letting us know @King146

Leanne 🙂