topic Re: Returning new phone. in Orders

Returning new phone.

Stevie93 — Tue, 12 Nov 2024 22:53:44 GMT

I’m returning my iPhone 16 and was wanting to know if it’s possible to send it in my own packaging instead of waiting 7 days for one from EE as I’m worried I’ll get charged if it doesn’t arrive in time within the 14 day period.

Re: Returning new phone.

Michael_D — Wed, 13 Nov 2024 10:03:45 GMT

Hi @Stevie93

Thanks for coming to the community.

I wouldn't recommend sending the device back in your own packaging. If you send it back in the one that is sent to you, it just makes sure there are no problems in terms of references on the packaging.

Don't worry about charges though, the 14 days is taken based on when you inform us you want to return the device, not when it is received back. We appreciate there may be delays or circumstances that mean it can't be back with us in that time.

Michael

Re: Returning new phone.

Stevie93 — Wed, 13 Nov 2024 13:41:25 GMT

Hi Michael,

Thank you for the reply. It says I’ll get another sms within 72 hours for my next return steps. What happens after that?

Re: Returning new phone.

Peter_W — Wed, 13 Nov 2024 14:52:27 GMT

Hey again @Stevie93 😊

How was it you requested your return originally, and what was the last thing you heard from us?

Peter

Re: Returning new phone.

Stevie93 — Wed, 13 Nov 2024 15:00:38 GMT

I requested the return through sms and the last thing I heard was I’ll receive another sms from yourself’s in 72 hours.

Re: Returning new phone.

Stevie93 — Wed, 13 Nov 2024 15:01:00 GMT

Sorry within 72 hours.

Re: Returning new phone.

Peter_W — Wed, 13 Nov 2024 16:12:53 GMT

Cheers @Stevie93, was this within the last 72 hours that you sent the initial text?
You should get an update when your returns pack has been dispatched, or if we need any additional details for the return someone will be in touch.

Peter

Re: Returning new phone.

Stevie93 — Wed, 13 Nov 2024 16:15:03 GMT

Yeah it was last night where I got the text where I got the confirmation within 72 hours.

Re: Returning new phone.

Peter_W — Wed, 13 Nov 2024 16:20:47 GMT

Nice one, @Stevie93.

Please keep an eye out for updates, and if you've not heard anything by the time 72 hours have passed, please reach out to our team and they can take a closer look into the status of your request.

Peter

Re: Returning new phone.

Stevie93 — Thu, 14 Nov 2024 14:19:36 GMT

Hi Peter, just had a call from EE earlier to say it was dispatched yesterday. After finishing the call. The parcel return bag has arrived at my house already. Excellent service 😀

Re: Returning new phone.

Peter_W — Thu, 14 Nov 2024 14:42:38 GMT

Hey again @Stevie93!

I'm really glad to hear that's all sorted for you now.

Thanks for taking the time to come back and let us know too 😁

Peter

Re: Returning new phone.

Stevie93 — Thu, 14 Nov 2024 15:54:00 GMT

Hi Peter,

I sent off the phone and sim immediately back to EE through the tracking number provided by Royal Mail on the parcel return bag you sent me. I paid £20 to send it back. But I wasn’t sure why but I phoned EE and they said as a goodwill gesture they’ll send me a DPD tracking number. Will this affect my phone being returned as it’s being sent in the parcel bag you provided me through Royal Mail and can I just ignore the DPD tracking number.

Anofhed question, how long does it take to update my account on the return parcel?

Re: Returning new phone.

Peter_W — Thu, 14 Nov 2024 16:25:13 GMT

Cheers @Stevie93.

I'm not familiar with our team ever sending DPD to collect a device, it would always typically be the returns envelope like you mentioned.

Typically when you return a parcel, once this is received at our warehouse we recommend 2 working days for this to be scanned back in and the upgrade reversed on your account.

Peter

Re: Returning new phone.

Stevie93 — Thu, 14 Nov 2024 16:32:59 GMT

I take it I can just ignore the DPD tracking number? As my phone and sim was sent out using the bag you sent me.

Thank you.

Re: Returning new phone.

Peter_W — Thu, 14 Nov 2024 16:38:29 GMT

If you used the bag that we sent, then this should definitely make its way back to us, @Stevie93.

I would recommend giving our customer care team another shout just so we can be sure on what's happening with DPD, as if there is a collection in place it'd be good to get this cancelled before someone tries to come out.

Like I mentioned this isn't something I've known us to do for returns in the past, but as they're our regular delivery partner there's a chance they could offer this option for extenuating circumstances.

Peter

Re: Returning new phone.

Stevie93 — Thu, 14 Nov 2024 17:44:53 GMT

Hi Peter, spoke to customer service. They told me to just ignore the DPD tracking as it’s been sent through Royal Mail.

thank you 🙂