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Broken seal

jerpers
Established Contributor
Established Contributor

‎24-09-2021 04:52 PM

Just got home, about to set up my wife’s 13pro and nearly dropped it on the floor. As I picked up the box the bottom seal was open and the box hinges open. Should it not have been completely sealed?

52 REPLIES 52
Katie_B
EE Community Support Team

‎24-09-2021 05:31 PM

Hello @jerpers. 

 

Thanks for coming to the community. 

 

Does the packaging look as though this was already open?

 

Was the phone collected or delivered?

 

Katie 🙂

0 Helpful
jerpers
Established Contributor
Established Contributor
In response to Katie_B

‎24-09-2021 05:52 PM

It was delivered this morning. The bag it was in was well sealed but it looks like the seal at the bottom of the box had been cut open. The pull tab is still attached at one side. The phone itself still has its white protective film. 
I have just received my pro max and that box is fully intact. I gave it a good shake to see if that would break the seal but it is rock solid. 

0 Helpful
jerpers
Established Contributor
Established Contributor
In response to Katie_B

‎24-09-2021 05:53 PM

image.jpg

 

OllyMillMill
Valued Contributor
Valued Contributor

‎24-09-2021 05:55 PM

Same here. Whilst its in a weird way reassuring someone else had this im not happy. 

Other threads on an old vodafone support message board gave a few reasons. Some about quality checking. 
Personally that sounds rubbish as well they’re basically breaking the seal to check no1 has broken the seal?? 

the corner of my box was damaged as well (which obviously also isnt good) which may be the reason they checked. 

All in all il email ee or ring then when i have a chance and complain as it may as well be a used mobile

0 Helpful
jerpers
Established Contributor
Established Contributor
In response to OllyMillMill

‎24-09-2021 05:56 PM

@OllyMillMill 

Yes. The corner of this box has a small ding in it too. 

0 Helpful
OllyMillMill
Valued Contributor
Valued Contributor
In response to jerpers

‎24-09-2021 06:02 PM

Maybe they opened damaged boxes to check the mobiles. Literally changes nothing in my opinion as completely undermines the point of a tamper seal. 

The guy in the ee shop sort of shook the box to show me that the box was still shut and i had to almost catch the bottom of the box/mobile because it would have fallen out. 
so what should have been an exciting unboxing was instead frustrating and a let down. 
i would request an exchange but it would take a week at least even though they have stock in the store

Mw991
Contributor
Contributor
In response to jerpers

‎25-09-2021 12:43 PM

Mines exactly the same as you described. Will you be returning?

0 Helpful
Leanne_T
EE Community Support Team
In response to Mw991

‎25-09-2021 12:48 PM

Hi everyone. 

 

Thanks for coming to the community. 

 

Please give us a call on 150, and our Mobile Care team will get this looked into for you. 

 

Thanks. 

 

Leanne.

0 Helpful
Sal09
Established Contributor
Established Contributor
In response to Mw991

‎25-09-2021 01:05 PM - edited ‎25-09-2021 01:07 PM

Spoke with a CS Manager yesterday.

 

Mine is getting exchanged today with New Retail Box Device. Funnily the replacement is coming from Hub in Birmingham and not from Hub in Hinckley. Will find out in an hours time as my DPD slot is up soon. If same issue persists I will defo cancel my whole order and go buy direct from Apple.