topic Re: Upgrade to Pixel 9 Pro Fold with Trade In in Orders

Upgrade to Pixel 9 Pro Fold with Trade In

Nickm11 — Fri, 30 Aug 2024 14:23:28 GMT

I'm trying to upgrade to the Google Pixel 9 Pro Fold with a trade in of a Samsung S20 128GB device.

Upgrade | Google Pixel 9 Pro Fold | Deals & Contracts | EE The link here says you can trade in any eligible device for a £26 a month discount on air time plan for 24 months, but I am being told on the phone that this is only applied if you trade in another Pixel device. What information is correct?

It allowed me to run through the upgrade online, but wasn't honoured when speaking to them on the phone!?

Purchase the Pixel 9-Fold and trade-in an eligible device to receive a £26 monthly discount applied over 24-months (£624 via bank transfer for new to EE flex pay customers).

Trade in an eligible device in any condition (see full list below) and get one of the below new Google Pixel 9 devices on a 25GB or higher plan to qualify for the Trade-in offer.

Samsung	Galaxy S20
Samsung	Galaxy S20 5G
Samsung	Galaxy S20 FE 128GB
Samsung	Galaxy S20 FE 256GB
Samsung	Galaxy S20 FE 5G 128GB
Samsung	Galaxy S20 FE 5G 256GB
Samsung	Galaxy S20 Plus

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Peter_W — Fri, 30 Aug 2024 17:01:34 GMT

Hey there @Nickm11

Welcome to the EE Community, and thanks for reaching out to us about this.

I've had a check over this upgrade myself, and it is giving me the option to select a the handset you've mentioned for the £26 discount.

Did you process the upgrade online then get asked to call afterwards, or did you specifically call up originally?

Sometimes offers we have available online will be exclusive.

Peter

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Nickm11 — Fri, 30 Aug 2024 21:09:51 GMT

Hi Peter,

Thank you for replying.

I'm initial order was done online, I was then sent a SMS asking to call to discuss.

Went through all the details again (not sure why) agreed all docs etc. She then said there was an error when trying to finish the order. She spoke to her manager who said it was due to the trade in and it had to be a Pixel device to get the £26 a month off for 24 months.

Since looking again and posting here, I have put my order in again to see if I get the same result.

Thanks,

Nick

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Debbie_G — Sat, 31 Aug 2024 08:33:49 GMT

Thanks for getting back in touch @Nickm11

Let us know how you get on.

Debbie 🙂

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Vikingdave — Sun, 01 Sep 2024 07:22:24 GMT

I had a very similar experience when ordering the Google Pixel 9 Fold and trading in my Samsung Fold. The process went smoothly until I reached the checkout page, where the trade-in option was removed. After speaking with three different representatives, they discovered that my friends and family discount was preventing the trade-in from being applied. As a result, they had to manually process the trade-in.

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Jogrif04 — Tue, 03 Sep 2024 15:59:47 GMT

So my partner was trying to trade in her Google Pixel 6 Pro and has the same issues.

She was informed that there was an issue with the website and she shouldn't have been offered that deal. She pre ordered the day iof the Google announcement and then it took about 3 days for them to text.

The offer showed via the app and website.

She then argued it with screenshot and EE eventually honored the deal so it's worth preserving for the offer they are showing

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Nickm11 — Tue, 03 Sep 2024 16:33:19 GMT

Had another text from them to call again about my existing order. This time I was transfered to another department. They couldn't believe how good the deal was to get £624 trade in for a Samsung S20, but they have honoured it and will apply the discount manually.

The offer is still live on the website, so maybe it isn't a mistake.

Let see when and if the device turns up.

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Slothonaut — Tue, 03 Sep 2024 18:01:24 GMT

I ordered the phone online based on the trade-in offer as well and also went to the store + called. I am a new customer and at no stage in the order process I was offered the trade-in. I understood from the hotline and the information on the website that I need the IMEI of the Pro 9 Fold and use it as a voucher code on the trade-in page. Isn't this the correct approach?

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Sdlac — Tue, 03 Sep 2024 19:57:10 GMT

Hi,

Is it possible for someone to reach out to me about this please. I'm a returning customer and have had a nightmare trying to sort this.

I've raised a complaint online, but the turn around time is listed as 7days and the offer ends tomorrow.

From the website

'Purchase the Pixel 9-Fold and trade-in an eligible device to receive a £26 monthly discount applied over 24-months (£624 via bank transfer for new to EE flex pay customers).

Trade in an eligible device in any condition (see full list below) and get one of the below new Google Pixel 9 devices on a 25GB or higher plan to qualify for the Trade-in offer.'

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Chris_S — Wed, 04 Sep 2024 11:30:05 GMT

Hi @Sdlac Great choice of phone there! The new Google pixel 9 Pro Fold looks like an amazing device!

You've found a great offer there, have you already placed an order for the device?

Chris S

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Slothonaut — Wed, 04 Sep 2024 13:01:33 GMT

Hi Chris,

I placed an offer and got a confirmation notification. I was told that for trade in, I need to use the IMEI of my new Pixel 9 Pro Fold (once received) as a voucher code during the trade in process. Can you please confirm that this is the right process? I have not received my new phone yet and it looks like there are severe delays, so I don’t want to be in a position that I don’t get the £26 a month once I finally can trade in / received my new phone.

Thanks

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Sdlac — Wed, 04 Sep 2024 17:31:53 GMT

Yes, but then had to cancel because they wouldn't honour the offer xko******** are you able to have it reinstated and just ordered?

[Mod edit: Removed order number from public post]

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Nickm11 — Wed, 04 Sep 2024 13:49:48 GMT

You need to phone them up and tell them the offer is still live on their website and has been for over 2 weeks.

Someone form EE has confirmed this offer is valid online as well, so you need to tell them to honour this offer.

I was transfered over to another department that did all this for me.

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Sdlac — Wed, 04 Sep 2024 14:50:54 GMT

I've tried twice, still no luck. Are you able to arrange someone to call me
to get this set up please.

Re: Upgrade to Pixel 9 Pro Fold with Trade In

KipperRSA — Fri, 06 Sep 2024 09:12:39 GMT

The more than 28 days expected deliver put me off this offer yesterday so I slept on it and today see the trade in has ended - missed out I guess !

Re: Upgrade to Pixel 9 Pro Fold with Trade In

cantonbean1980 — Thu, 12 Sep 2024 13:23:07 GMT

Having exactly the same issue with my Pixel 9 Pro pre order trade in!

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Usern4me — Mon, 21 Oct 2024 14:24:16 GMT

They didn't honour the offer after the phone arrived. I have requested my call logs, logged the complaint with trading standards and with EE for breach of contract. I'd advise you to do the same as it appears to affect most of us

Re: Upgrade to Pixel 9 Pro Fold with Trade In

Usern4me — Mon, 21 Oct 2024 14:25:10 GMT

They didn't honour the offer with me either after the phone arrived. I have requested my call logs, logged the complaint with trading standards and with EE for breach of contract. I'd advise you to do the same as it appears to affect most of us