topic Re: Upgrade trade in in Orders

Upgrade trade in

Cwinterbone97 — Fri, 07 Jan 2022 15:20:48 GMT

I upgraded my phone to the (iPhone 13 Pro Max 256gb-graphite) online last night and my order has been confirmed, and the order involves me trading in an old phone that qualifies for the offer and I would like a rough idea when I’ll receive my pre-paid envelope so I can send my old phone off? As I worry incase it takes a while to arrive and I end up getting charged my monthly bill without the £12 discount (trade in offer).

Re: Upgrade trade in

Chris_B — Fri, 07 Jan 2022 17:30:50 GMT

@Cwinterbone97 You’ll not be charged any extra so don’t worry about that, it’ll take a few days for the pre paid packaging to arrive to you. You have 14 days in which to return the old device.

Re: Upgrade trade in

Cwinterbone97 — Fri, 07 Jan 2022 18:35:55 GMT

14 days from now? Or do I have 14 days from when my new phone has arrived to send the old one?

Re: Upgrade trade in

Jon_K — Sat, 08 Jan 2022 09:40:35 GMT

Hi @Cwinterbone97.

It's usually 14 days from when you requested the packaging to be sent.

If the returns packaging doesn't arrive within the allocated time, you'll need to let our Customer Care team know so they can make a note on your account.

Jon

Re: Upgrade trade in

Cwinterbone97 — Sat, 08 Jan 2022 09:59:27 GMT

Did the pre paid envelope get automatically requested when I ordered my new upgrade (trade in upgrade) on Thursday (6th January)?

Re: Upgrade trade in

Jon_K — Sat, 08 Jan 2022 10:06:07 GMT

If you completed a trade in upgrade, it should have been sent, @Cwinterbone97.

If you would like to double check this, our Customer Care team will be able to access your account and check for you.

Jon

Re: Upgrade trade in

Cwinterbone97 — Sat, 08 Jan 2022 12:31:41 GMT

The phone I upgraded to (iPhone 13 Pro Max 256gb-Graphite) is currently on back order confirmed in the email I received to confirm my order and on the site it says “Available to order-usually despatched within 1 day”, so is it possible that the pre paid envelope will arrive before my new phone? If so will I be able to send off my trade in phone before my new one arrives?

(The phone I’m trading in is my iPhone X that I kept as a spare phone so I won’t be phoneless as I’m using my iPhone 11 Pro Max until my new phone arrives)

Re: Upgrade trade in

Jon_K — Sat, 08 Jan 2022 13:04:53 GMT

Thanks @Cwinterbone97.

Our Customer Care team can leave a note on your account to explain this.

They will be able to advise when the new phone should be expected and when to send your old one to us.

Jon

Re: Upgrade trade in

Cwinterbone97 — Wed, 12 Jan 2022 11:02:23 GMT

I’ve received my new phone and returns pack, when I send my old phone, do I also send the iPhone box the phone came in when I got it from new? (Charger, cable and etc)

Re: Upgrade trade in

Jon_K — Wed, 12 Jan 2022 12:33:33 GMT

Hi @Cwinterbone97.

You will just need to send us the handset.

Please make sure the Find My iPhone feature is disabled before you send the phone to us.

Jon

Re: Upgrade trade in

Esetterfield1 — Tue, 22 Feb 2022 18:16:54 GMT

Hello,

I have received my new phone today 22/02/22. I upgraded on 15/02/22 with a trade in to an iPhone 13 pro. I haven’t received an envelope to send my old device back for the trade in. Will this come separately? If so when should I receive this?

kind regards,

Ellie

Re: Upgrade trade in

Christopher_G — Wed, 23 Feb 2022 08:17:25 GMT

Hi @Esetterfield1

Yes, it's sent separately. If you don't receive it within a couple of days, have a chat with our mobile care team who'll check it from our side for you.

Chris

Re: Upgrade trade in

Esetterfield1 — Thu, 24 Feb 2022 11:02:50 GMT

Thank you @Christopher_G

Re: Upgrade trade in

Leanne_T — Thu, 24 Feb 2022 11:04:21 GMT

Let us know how you get on @Esetterfield1

Leanne 🙂

Re: Upgrade trade in

Esetterfield1 — Sat, 26 Feb 2022 10:22:19 GMT

Hi @Leanne_T I haven’t received a package to send back my phone for trade in and I can’t find the option to start a conversation in the contact EE page.

Ellie

Re: Upgrade trade in

Leanne_T — Sat, 26 Feb 2022 10:37:23 GMT

Hi @Esetterfield1

The trade in package is sent by Royal Mail.

If this is not delivered early next week, please call us on 150 and the team will help you get this looked into.

Leanne 🙂

Re: Upgrade trade in

Esetterfield1 — Mon, 07 Mar 2022 15:04:05 GMT

Hi @Leanne_T

I still haven’t received a package to send my old phone back and I haven’t been able to get through to 150. every time I ring I have tried several options and can’t get through to anyone

kind regards, Ellie

Re: Upgrade trade in

Leanne_T — Mon, 07 Mar 2022 15:31:27 GMT

Hi there @Esetterfield1

If you call 150 and select option 1, one of the team will be able to help you with this.

Thanks 🙂

Leanne.

Re: Upgrade trade in

Esetterfield1 — Sun, 20 Mar 2022 08:40:13 GMT

Thank you, I have got through and received my return package. Sent it back. I have tracking saying the return was delivered 16/03/22 but still received a final reminder email this morning to send it back. Hopefully this is just an automated email error as it’s been sent and received by them.

kind regards,

Eleanor

Re: Upgrade trade in

Tarajones13 — Sun, 15 Jan 2023 16:28:31 GMT

Hi did you receive the pre paid envelope? I’m in the same position