Changing my mind on recent upgrade

[Vickie41]

I upgraded my iPhone 13 Pro yesterday to the iPhone 16, in store. 

For some reason I was under the impression the iPhone 16 Pro was the bigger max version. I didn't give myself time to look at the models on display and nor did the sales guy go through them with me. 

Therefore, I've signed up to a new 36 month contract with a iPhone model I don't want and because I upgraded in store, I don't even have the 14 day cooling off period. 

I'm so frustrated as I wanted the latest 'better' model to have the decent camera for when I go on honeymoon in January. 

Does anyone know of any way around being able to change the iPhone 16 (unopened) to iPhone 16 Pro?

[Chris_B]

@Vickie41  go back to the store and tell them that you wanted the iPhone pro Max they might be willing to terminate the contract and change it for the device and contract that you do want.  

[Vickie41]

Hi Chris_B,

I already went back to store today and explained but they said they have a no change of mind policy in store. 

So so frustrating!

[Peter_W]

Good afternoon @Vickie41, welcome to the EE Community!

I really get your disappointment here, as @Chris_B mentioned occasionally our stores will accept a return in extenuating circumstances, but the standard policy is that they don't offer exchanges for change of mind.

The 14 day cooling off period you get with online purchases comes as part of distance selling regulations (DSR), but this doesn't extend to retail.

Peter

[Debz80]

Why not? Sometimes you just don't know what that phone is going to be like until you get it home and try it, ive recently purchased the z flip 6 and got it home and realised it's not what I thought it would be and now I can't return it as I bought it in store, it is not fair that we can't have the same treatment , I'm now stuck paying for a phone that I don't like for 3 years!!! I was never told that I couldn't return it if I changed my mind

[bristolian]

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@Debz80 wrote:

Sometimes you just don't know what that phone is going to be like until you get it home and try it....got it home and realised it's not what I thought it would be and now I can't return it as I bought it in store,

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The basis of an instore retail shop purchase is that you have ample opportunity to inspect & handle the goods, and be sure they are what you want to purchase.

The basis of an online sale is that you do not have this opportunity, thus the law affords statutory "change of mind" rights of return.

[Markiedonut25]

I have currently got complaints with this company I've had an open fault for 2 years on there app broadband took out a recent contract for iPhone 13 they said I could not upgrade but when I explained I had been with them as legacy broadband customer they said we see what we can do all of a sudden psc code arrives with fraud texts alerts whist on hold when advisor comes back on phone explains he done it to upgrade me now is that new EE mobile policy as I am sighed up for a contract £50 a month despite apparently being on ee one package with the SIM I have for £10 a month alongside broadband and TV was asked to return ee TV mini box but then was bombarded with threating texts send back or he charged i sent this back with hub box router as that was being replaced alongside apple TV boxes in there bt packaging back to warehouse when making a complaint about The fact that I am not happy no loyalty discounts for mobile contact they disregard this completely and recently as asked for solar 5k box there executive complaints team just did not want to make the effort to dispatch one as left of a complaint full of issues caused by faults poor communication and rude advisors I find it s EE there way or the high way thru don't want to listen at least try and resolve in a Resolution vthe customer wants there minds made up before they even put any issues to them I have had issues with the app log in they ask me where things on the app but still don'listen to what your saying or give you a chance to breath I have had a bridge tap fault open fault for years been under speed gurenttee serval times previously and now to present date had I'm that time over 6 engineers tell me the problem damage to underground cabling corrosion to wiring to my line so when line test is done fault shows up openreach put temp fix on repair but tell me unsure to when full repair will done fault shows up still not resolved work to complete job not fixed EE keep sending countless engineers out recent report says no fault but line test says bridge tap fault jan 2025 BT ssy fault fixed but it's not EE make you feel your to blame they offered compensation for under speed gurenttee but it to pay your bills so not compensation it's a joke my problems remain and guess what another openreach engineer coming out I think I will get this message to the C E.O he might resolve this situation gone on 3 years to long and there's complaints department are pointless hopeless andxdont listen 

[Katie_B]

Hello @Markiedonut25. 

Thanks for coming here. 

I'm sorry to hear you are not happy with the current upgrade price. 

Our customer care team are in the best position to look into this for you with having account access. 

To avoid charges, we do require you to return your equipment, information on this can be found by visiting our Return and recycle your EE Broadband or EE TV product Help Page.

Regarding your on going Home Broadband complaint, I'd love to see if I can get this looked into. 

When you have a moment please check your community inbox. 

Katie