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Not received returns pack after upgrade

ArcaneTSGK
Investigator
Investigator

‎08-02-2021 10:34 AM

I upgraded recently from S10 to S21 and agreed a contract where I have to trade the S10 to save £350 on the contract

 

I was told I would receive the returns pack with my new device, but when DPD delivered the S21 it didn't come with a return pack. I received an email early last week saying return pack on the way, the only post I've had from EE since is 'important information' regarding my insurance cover.

 

I'm getting concerned now as I only have 7 days to get it returned or face a no trade in charge for something that isn't my fault.

 

Trying to get hold of anyone on the phone right now isn't great either the hold times are too long I have to work 

 

Please help

0 Helpful
2 REPLIES 2
Katie_B
EE Community Support Team

‎08-02-2021 12:07 PM

Good Afternoon @ArcaneTSGK. 

 

Thank you for upgrading with us. 

 

Have you tried contacting Brightstar by either phone or email?

 

Their contact details are the following:

 

Email: eeconsumer.uk@brightstar.com

Contact number: 0208 732 3798

 

Katie 🙂

0 Helpful
Bigsven0
Visitor

‎09-02-2021 12:50 PM

Same here, remember don't get stressed by this. You have a contract with EE not Brightstar. In the T & Cs it states "EE will organise a returns pack to be sent to you" if your don't have proof of a returns pack being delivered to you they can't do a thing to you. If they charge you just cancel the DD.

0 Helpful