topic Re: Re: Return Phone in Orders

Re: Return Phone

Steven761 — Wed, 18 Jan 2023 16:54:44 GMT

Having the same issue myself and feeling similar disappointment.

Re: Re: Return Phone

Christopher_G — Wed, 18 Jan 2023 18:44:07 GMT

Hi @Steven761.

I'm sorry to hear that. What is the issue that you're having?

Chris

Re: Re: Return Phone

Steven761 — Thu, 19 Jan 2023 09:58:29 GMT

Hi Christopher, thank you for your reply. I'm just disappointed because I can't get another upgrade until the return is processed, so have had to buy a stopgap phone as I sold my old handset after upgrading.

Re: Re: Return Phone

Leanne_T — Thu, 19 Jan 2023 10:15:56 GMT

Thanks for coming back to us and I hope this is returned and your upgrade is available to order again soon @Steven761

Leanne.

Re: Re: Return Phone

Steven761 — Thu, 19 Jan 2023 10:57:50 GMT

Thank you Leanne. Cam I confirm I will be able to get any upgrade, it doesn't have to be something more expensive than my previous contract (which I paid early upgrade fee for and bought my old handset instead of returning). Its just because the contract I want to get is slightly less cost than my previous?

Re: Re: Return Phone

Leanne_T — Thu, 19 Jan 2023 13:23:47 GMT

Hi @Steven761

If you have paid an early upgrade charge and for the phone, you should have the option to select any plan, however, to make sure give us a call on 150 and the team will check the account and let you know 🙂

Leanne.

Re: Re: Return Phone

Steven761 — Thu, 19 Jan 2023 19:47:55 GMT

Thank you Leanne. Does that mean that in these circumstances ie having paid for phone and upgrade fee, that I could potentially leave EE altogether as I am considering doing that. Steven

Re: Re: Return Phone

Leanne_T — Fri, 20 Jan 2023 07:40:09 GMT

Hi @Steven761

Please give us a call on 150, the team will check your account and be able yo go through all the options with you.

Leanne.

Re: Re: Return Phone

Steven761 — Wed, 25 Jan 2023 14:02:12 GMT

Hi Leanne so the phone was returned and received by EE on Mon morning I was told on email within 48 hours of return that I would be given the chance to re upgrade. Still nothing and when I call customer services told that I have to wait for the phone to be scanned by yourselves. Until then I can do nothing l. Enough enough so just to confirm I paid off my old contract and phone, therefore I should be able to leave EE without sny further charge? I feel like if this is the way they treat a long term customer its totally insulting I would prefer to go elsewhere.

Re: Re: Return Phone

James_B — Wed, 25 Jan 2023 14:17:51 GMT

Hi @Steven761,

Once the phone is checked in and scanned, you'll revert back to your old contract with any early upgrade fees paid being refunded.

To cancel your contract, you'd need to pay the relevant early termination fee.

James

Re: Re: Return Phone

Steven761 — Wed, 25 Jan 2023 15:26:27 GMT

Hi James,

I have already paid an early termination fee I paid over six hundred pounds and an early upgrade fee. So therefore how on earth can you justify putting me back on my old contract when I have already paid it off

Secondly, why did the email say I would be contacted within 48 hours and offered a re upgrade? Just another example of bad service.

Re: Re: Return Phone

Katie_B — Wed, 25 Jan 2023 17:50:16 GMT

Hi @Steve761.

I am so sorry to hear you are still waiting for the update to say your phone has been received and scanned.

The early upgrade fee and termination fee's are different and may be more to terminate completely. I would recommend speaking with customer services who will be able to view these fee's for you.

Fingers crossed this updates soon so you can continue with your upgrade.

Katie

Re: Re: Return Phone

XRaySpeX — Wed, 25 Jan 2023 22:15:47 GMT

@Steven761 : You'll be reverted to your pre-upgrade situation & all fees will be refunded. Then you will be subject to your original contract & its term.

Re: Re: Return Phone

Steven761 — Thu, 26 Jan 2023 13:41:48 GMT

So are you saying I will be refunded £100 early upgrade fee and the sum I paid to keep my old phone? There is no way I'm paying that sum and continuing the same monthly payment as before. That is nonsensical and if EE try that I will seek legal remedy.

The customer service here has been absolutely rubbish and I'm so annoyed I expect much better from EEE. I'm sat here more than 3 days later and am no further forward despite being promised 48 hours after receiving return that I could re upgrade. Absolutely shoddy service.

Re: Re: Return Phone

James_B — Thu, 26 Jan 2023 13:44:52 GMT

That's right @Steven761, a refund will be processed when your upgrade is cancelled.

James

Re: Re: Return Phone

Steven761 — Thu, 26 Jan 2023 14:09:26 GMT

Hi James, thank you for your reply.

Do you have any idewhen this will be. How can I be told 48 hours and now here we are at almost double that amount of time. It's absolutely disgusting and I'm sick of being told I just have to wait. It's not right. I didn't mind waiting the 48 hours as it was my decision to return the upgrade as I didn't like it. But this is absolutely appalling service. Don't EE care about keeping loyal customers? It's the attitude from some EE team members that's annoying. I desperately need a phone for my work and I have been stuck in limbo. Every day that I'm kept waiting more costs me money and I'm really annoyed.

Sorry to sound off at you It's not your fault personally. Is there any way you can help with this please?

Re: Re: Return Phone

James_B — Thu, 26 Jan 2023 14:16:44 GMT

Hi @Steven761,

I'm very sorry that it is taking longer than usual for your return to be processed. I'm afraid I'm unable to speed up this process.

You'll be notified as soon as your upgrade has been reversed.

James

Re: Re: Return Phone

Steven761 — Thu, 26 Jan 2023 14:29:38 GMT

Thats just not good enough. Can you answer my question and tell me why i was told 48 hours? I am in no doubt now that my loyal custom means absolutely nothing to EE.

Re: Re: Return Phone

James_B — Thu, 26 Jan 2023 14:34:26 GMT

Hi @Steven761,

48 hours is the estimated time it takes for a return to be processed at our warehouse. I'm very sorry that the usual timescale hasn't been met on this occasion.

James

Re: Re: Return Phone

Steven761 — Thu, 26 Jan 2023 14:39:29 GMT

Sorry but that doesn't work for me. The email states definitively 48 hours, not approximately 48 hours. So please cut the nonsense and tell me what is the amount of time you expect me to wait?