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Not received returns pack and deadline running out in 5 days

shagaboopon
Investigator
Investigator

‎08-02-2021 09:30 AM

I've still not received my returns pack for my old device and now have only 5 days to return the device.  I completed a customer service form on Friday and have received no response from there about the issue.

 

I spent 45 minutes on hold to the Brightstar number with no answer and have been on hold for 20 minutes this morning and will shortly have to hang up so I can start my work meetings.  

 

All I would like is some confirmation that a returns pack is on its way to me and that I will not be charged for any delay which is clearly not my fault.  With all that's going on at the moment in the world, the arbitrary 14 day period to return incidentally seems like poor customer service.

14 REPLIES 14
Stumot7
Investigator
Investigator
In response to shagaboopon

‎09-02-2021 09:26 AM

I'm in the same boat, Brightstar are an absolute shambles, wasted so much of my time trying to get a returns pack sent to me. 

EE need to seriously look into this company 

sbhawkins
Investigator
Investigator

‎15-02-2021 12:31 PM - edited ‎15-02-2021 12:31 PM

So I finally received my returns 'pack' with a day to go.  It really wasn't worth waiting for.  why I couldn't just have a label sent to me so I could use my own packaging, and save all the stress and hassle of chasing up the missing returns 'pack' I don't know!!!!

 

It's the flimsiest of envelopes with no room for anything other than the phone.  So no box to protect it going back!!

 

Also, you'll need to pay for special delivery as the free return isn't insured.  Lovely!  My phone is in pristine condition.  What's the bet, there's going to be some damage when they receive it.  I'll be taking photos before I send it back, that's for sure.

 

 

0 Helpful
ArcaneTSGK
Investigator
Investigator
In response to sbhawkins

‎15-02-2021 01:00 PM

Yes I received mine Friday and sent it off right away, what confuses me though after I sent it, I really should of realised this, they send you the envelope and you put your phone in and you put the special delivery sticker on the envelope, but how do they actually assign that phone to me?? I assume the barcode at the bottom of the address sticker?

 

I have a feeling I haven't heard the end of it as Royal Mail covered part of that sticker with the special delivery stamp as the envelope is so small. 

0 Helpful
waynenotman
Investigator
Investigator

‎29-12-2021 04:34 PM

I have contacted EE right times now and been waiting 4 months... Still no envelope,  the guy at EE said don't worry because its all noted on the system so they cannot charge you.  Make a log of all the calls and emails for back up and don't worry.  Must be a flaw in their system because they are using a third party company. 

0 Helpful
Leanne_T
EE Community Support Team
In response to waynenotman

‎30-12-2021 08:03 AM

Hi @waynenotman

 

Thanks for coming back to the community.

 

Have our Mobile Care team requested a new bag to be sent to you? 

 

Thanks 🙂

 

Leanne.

0 Helpful