topic Re: Lost trade in in Contracts & Billing

Lost trade in

Stringy2010 — Fri, 15 Mar 2024 16:32:35 GMT

I did an early upgrade via the upgrade anytime on my iPhone 15 pro contract and have had nothing but issues with the whole upgrade process.

I upgraded my 15 pro to the 15 pro max as the battery life on the 15 pro was not the best. I sent my 15 pro back via EE's supplied trade in pack on the 19th Feb, this was done in person at my local post office. The tracking was updated the following day on the 20th Feb to say it had been received at the RM Warrington MC.

That was the last time it was updated so I emailed Likewise who did a warehouse search for the handset and confirmed they had not received it. I was told by Likewise that I would have to contact EE regarding this as they would need some details from them regarding my account so they can process a claim for the lost handset. A claim for £100 against a phone that I'll be charged £810 for.

I called EE today and was told that the issue is between me and Royal Mail and that I'd have to put the claim in myself, this is wrong as the postage was paid for via EE's business account with RM and I can't claim myself according to Royal Mail.

As far as I'm concerned I've done everything that was requested of me by sending it back in the supplied returns pack and kept the post office posting receipt and also tried to sort it out with Likewise directly. If you think for one minute I'm paying £810 for a phone I no longer have because it's been lost by the company that EE have entrusted this process too then I think this is completely unfair.

Re: Lost trade in

Chris_B — Fri, 15 Mar 2024 17:17:42 GMT

@Stringy2010 You have confirmation it’s been received at a Royal mail sorting office. Just call EE customer services stating you have proof of postage and also have proof of it being received at RM Warrington MC. You can not be held accountable for lost in transit especially after confirmation of being received at RM Warrington MC. This is EEs postage prepaid postage package and your only doing the taking it to the post office on EEs behalf.

Re: Lost trade in

Stringy2010 — Fri, 05 Apr 2024 15:48:05 GMT

Well an update on how this turned out.

Just gotten off the phone with an EE advisor regarding this and the complaint I made about it and they are holding me liable for £610 of the total £810 non trade in fee.

I have now paid it but let’s make this clear EE, this is absolute disgusting behaviour from you. Holding a customer liable for the cost of a lost handset even though I sent it back in your returns pack following the instructions you provided and by the return date that you set. I have proof of postage and everything I needed to prove I sent it.

Shame on you EE, my business with you will be coming to an end as nothing you can possibly do will make this right. You have literally STOLEN £610 off me this afternoon.

Beware everyone, if you have family and friends discount on your account you can’t “upgrade anytime” in store so you have to do it online or over the phone. Then if you send your current phone back to them in the pack they provide and it goes missing, tough, your responsible for it and will have to pay them for something that’s not your fault.

The Communications Ombudsmen will be hearing about this as this is plain wrong.

Re: Lost trade in

Leanne_T — Fri, 05 Apr 2024 15:55:38 GMT

Hi @Stringy2010

I am very sorry to hear this has happened.

Have you been in touch with Likewize to see if they can help locate the trade in for you?

Our Trade In Terms & Conditions (Online) (ee.co.uk) has full details on the terms of the trade in and contact details for Likewize.

Leanne.

Re: Lost trade in

Stringy2010 — Fri, 05 Apr 2024 16:01:43 GMT

Yes I have done everything EE have requested. Likewise haven’t received the handset, the tracking finishes at Royal Mail Warrington MC.

If there’s even a chance that this could happen maybe EE should start issuing returns packs which include insurance cover for the full handset value. They know what handset your returning so this shouldn’t be beyond the realms of expectations.

The whole upgrade thing has been a nightmare from start to finish.

Re: Lost trade in

Leanne_T — Fri, 05 Apr 2024 16:05:14 GMT

I am very sorry this has happened and appreciate you coming back to the community to let us know and leaving this feedback for the trade in packaging @Stringy2010

Leanne.

Re: Lost trade in

Stringy2010 — Fri, 05 Apr 2024 16:14:33 GMT

Interesting item in the T&C’s here.

I have not failed to comply with the provisions of any of the terms regarding the trade in and how it was sent. Therefore I still don’t see how I’m responsible.

Re: Lost trade in

Leanne_T — Fri, 05 Apr 2024 16:30:37 GMT

Hi @Stringy2010

Our How to 'Trade In' Your Old Device with EE, Help page advises, 'Although we pay for the postage via a prepaid envelope, it's your responsibility to make sure your device is adequately protected in the envelope and insured for loss. Sorry, but we can't take responsibility for loss or damage.'

If you would like to discuss the terms, please give us another call on 150.

Leanne.

Re: Lost trade in

Stringy2010 — Fri, 05 Apr 2024 16:40:53 GMT

These are different T&C’s you have linked to, these are T&C’s for trading in an old device with Brightstar. This has nothing to do with upgrade anytime with EE’s partner Likewise.

It’s pointless speaking to anyone at CS as 90% of them are incompetent and I just don’t have time to keep calling back in the hope I eventually speak to someone who knows more than just how to look at your bill, sell you broadband or a new phone or say “I’m very sorry”

Re: Lost trade in

Leanne_T — Fri, 05 Apr 2024 17:02:05 GMT

Hi @Stringy2010

The Help page and terms and conditions are correct, the company changed name. I will feed this back to the relevant team to get the Help page updated to show Likewize.

Leanne.

Re: Lost trade in

Stringy2010 — Fri, 05 Apr 2024 17:14:27 GMT

Can you show me where it says

‘Although we pay for the postage via a prepaid envelope, it's your responsibility to make sure your device is adequately protected in the envelope and insured for loss. Sorry, but we can't take responsibility for loss or damage.'

In these T&C’s https://ee.co.uk/content/dam/help/terms-and-conditions/mobile/trade-in/ee-likewize-tcs-online.pdf

As these terms name the trade in partner as Likewize which is the new name for Brightstar I can only assume that these T&C’s are more recent, therefore they supersede the old T&C’s and will be the ones I’m using.

Re: Lost trade in

Leanne_T — Fri, 05 Apr 2024 17:40:24 GMT

Hi @Stringy2010

I am sorry for any confusion.

The How to 'Trade In' Your Old Device with EE, Help page is an EE Help page advising 'it's your responsibility to make sure your device is adequately protected in the envelope and insured for loss. Sorry, but we can't take responsibility for loss or damage' this is within the 'What happens if my device is lost or damaged in the post?' section.

The terms and conditions are for Likewize and the trade in and can be found on the Trade In Terms and Conditions page, with the EE trade in and upgrade terms and conditions which has further information on the loss of a device.

If you wish to discuss the trade in further, please contact our mobile guides on 150.

Leanne.

Re: Lost trade in

Dan21211 — Sat, 20 Apr 2024 01:38:04 GMT

Hi I have received a text saying phone has not been received but Royal Mail are saying they had delivered it on the 10th which was 2 days after I had posted it. I am now potentially going to be billed £495 on my next payment for an item that was delivered apparently 10 days ago. I have emailed brightstar and sent them the proof of postage but I’m unsure when I’ll get a response.

Re: Lost trade in

Katie_B — Sat, 20 Apr 2024 06:47:23 GMT

Hello @Dan21211.

Thanks for coming here.

Have you reported this to our customer care team or did you go straight to Brightstar?

Are you able to try calling them on 0208 732 3798?

Katie

Re: Lost trade in

MrsBClark27 — Mon, 29 Apr 2024 15:35:36 GMT

I had the same case with my trade in. It got lost in RM Warrington Depot. Contacted EE, RM and Likewize. RM admitted that phone got lost while in transit. Made a compensation of £150. Now EE want me to be liable for the remaining £600. Total corrupt! I have contacted RM to investigate but was told that they don't investigate a single case giving me an impression that I'm the only one with a missing package! Disgusting company. EE wanting to pay as less as possible by using a postal service that cannot provide protection for it's customers!

Re: Lost trade in

Stringy2010 — Mon, 29 Apr 2024 16:13:04 GMT

Exactly my argument, at the end of the day unless you’ve paid for the handset in its entirety it still belongs to EE. Therefore they should be providing adequate postage cover for THEIR handset to be returned as it still legally belongs to them until it’s paid for.

My complaint is now with someone from ECR and it’s been with them for 2 weeks now and I’ve already had to ring to chase them up, honestly EE are an absolute joke. I’m not gonna let this lie and will be taking it as far as it can possibly go. I know how much it costs EE to send a complaint to the Communication Ombudsman so I’ll be making sure I cost them as much as I possibly can over this matter. If they think it’s gonna go away they’re wrong.

Re: Lost trade in

Katie_B — Mon, 29 Apr 2024 16:17:29 GMT

Good evening @MrsBClark27.

I am sorry to hear this has happened.

Have our customer care team or the team over at Likewize raised a case for a missing parcel?

Do you still have all the tracking information?

Katie

Re: Lost trade in

MrsBClark27 — Mon, 29 Apr 2024 16:55:02 GMT

Now, after scrolling on the Internet, it looks like a lot of parcels are going missing via Warrjngton Depot. And here's the catch, there are cases of missing trade in phones from the same depot and EE has been quiet about this and don't want to take any action to protect it's customers. They're not bothered if their customers are being ripped off by using an unreliable postal service. I'll be more than happy to help to spread the word regarding the incompetence of EE and Royal Mail. I'm just sending BBC rip-off Britain an email regarding my case as I saw a video of someone whose package was sold at an auction as an apparent "unclaimed/lost" parcel.

Re: Lost trade in

Stringy2010 — Mon, 29 Apr 2024 17:52:53 GMT

I’d not thought of that to be honest. They’ll be getting an email from me too, the more that do the better the chance of this being picked up by them I guess.

Re: Lost trade in

MrsBClark27 — Mon, 29 Apr 2024 18:03:11 GMT

Please do. I would appreciate that. I will update this thread if I hear back from them.