topic Returns in Orders

Returns

aliza3 — Mon, 26 Sep 2022 10:50:12 GMT

I accidentally purchased an additional line assuming it was an upgrade since I received a notification saying I’m eligible to upgrade my contract. I contacted EE last week and ordered an iphone 14 pro as an upgrade after being told I can return the additional line which I have been trying to do. I requested a return online last week, decided to give it a few days but got no response. Now I’m trying to call the returns team but I’ve been on the phone for way over an hour and I’m just getting no answer. This is getting ridiculous! I’m cutting it close to the 14 day period too so it’s quite urgent I get this additional line returned ASAP or I’ll end up paying for 2 iphone 14 pros. Please help.

Re: Returns

Schockwave — Mon, 26 Sep 2022 10:56:41 GMT

Hello @aliza3 ,

Welcome to the community,

I would suggest hanging up and trying at a different time to ring them, probably best time would be early in the morning, as they would be very busy with orders, due to the new phone having been released.

@Jon_K , are you able to help?

Re: Returns

aliza3 — Mon, 26 Sep 2022 11:10:38 GMT

Hello,

Thank you for the reply. I rang up early in the morning today but had no luck getting an answer. I’ll try again early tomorrow if I don’t get an answer but I’m just worried since I ordered this additional line on 13/09/2022 and I have till tomorrow to process a return.

Re: Returns

Schockwave — Mon, 26 Sep 2022 11:12:56 GMT

@aliza3 , have you tried at a different time of day? You should not be waiting more than 30 minutes for someone to pick up the call. I would suggest hanging up and trying again, you should get through at some point.

Re: Returns

aliza3 — Mon, 26 Sep 2022 11:17:55 GMT

I will try again later today. I’m aware they close at 5 and if I still struggle to get through I will try again first thing tomorrow. I’ve sent off another returns request online, just desperate to sort this out since tomorrow is the last day of the 14 day policy.

Re: Returns

Leanne_T — Mon, 26 Sep 2022 11:19:52 GMT

Hi @aliza3

Thanks for coming here.

Have you completed the online form found in our Returning a phone or device within 14 days, Help page?

Once this has been completed, a member of the returns team will respond to your request within 72 hours.

Leanne.

Re: Returns

aliza3 — Mon, 26 Sep 2022 11:24:16 GMT

Hello,

Yes I completed and submitted the online form last week after receiving my upgrade but got no response. Hence why I decided to call up but I’m unable to get through. I have sent off another returns form online this morning too.

Re: Returns

Leanne_T — Mon, 26 Sep 2022 11:26:39 GMT

I see @aliza3

As long as this has been completed within 14 days, the team will get back to you as soon as possible.

You can call the team on 0800 079 0103.

Leanne.

Re: Returns

aliza3 — Mon, 26 Sep 2022 11:32:00 GMT

Thank you for your response. So will I still be able to return the additional line after the 14 day period if I’ve already completed the form?

Re: Returns

Leanne_T — Mon, 26 Sep 2022 11:37:06 GMT

Hi @aliza3

If this has been completed, the team will be aware you wish to return the additional contract.

Leanne.

Re: Returns

aliza3 — Wed, 28 Sep 2022 06:30:12 GMT

Does the returns team ever pick up the phone? I have been calling and calling since Monday for multiple times, it’d ring out for half an hour then I’d hang up. I don’t have all day to wait for someone to pick the phone up, it’s getting absurd. I’ve sent off two return requests now it’s exceeded the 14 day period and payment for two iphone 14 pros will be taken out of my account soon which I absolutely cannot afford. I can’t be stuck with an extra phone I’m paying so much for. I haven’t had a response to my return requests yet, I’ve just been left in the dark. I need to return this additional line and I need a refund ASAP. I may even have to refund my upgrade and switch to another network because this service has been terrible.

Re: Returns

James_B — Wed, 28 Sep 2022 07:50:12 GMT

Hi @aliza3,

When did you fill out the online returns form?

James

Re: Returns

aliza3 — Wed, 28 Sep 2022 08:11:31 GMT

I filled out the first one on the 22nd of September and second one on the 26th of September after receiving no response from the first form I sent

Re: Returns

James_B — Wed, 28 Sep 2022 08:13:49 GMT

Hi @aliza3,

I'd expect you to hear back from your return request very soon. You don't need to take any further action if the form was completed within 14 days of purchase.

James

Re: Returns

aliza3 — Wed, 28 Sep 2022 08:35:09 GMT

It’s been over 14 days since I placed the order but I did complete the return request within those 14 days. Will I still be able to return the phone even though I’ve had it for over the cooling period? The payment for both phones will be taken out soon so I’m just worried.

Re: Returns

James_B — Wed, 28 Sep 2022 08:39:35 GMT

Hi @aliza3,

Yes, your return will be accepted as you submitted the form during the first 14 days.

James