Problems with Trade In

[antcorner]

Has anyone else had this problem?

Ordered my upgrade with EE which left me with 2 Iphone XR's ( my wifes and my daughters ). Couldnt be bothered to go to a shop so thought I would sell them to EE. BIG MISTAKE!!!! Sent them last weel recorded delivery so they arrived Monday at 9.45. Rang to ask how long it usually takes ( I normally keep the phones and they gather dust ) I was told 3-5 working days from date they received them. Rang tonight to be told the phones havent even been looked at. No emails or calls. Nothing. And the staff member was very ignorant on the phone and couldnt understand why I wasnt happy. These phones are worth £500 and it might not be huge amounts of money but its for my daughter to spend. Anyone else had problems using this service?

[James_B]

Hi @antcorner,

Welcome to the EE Community. 🙂

If your phone arrived this Monday, the fifth working day would be next Monday. If you haven't had an update by then, you can contact our recycling partner at eeconsumer.uk@brightstar.com.

Hope this helps.

James

[wardi]

I sent a couple of my old phones to EE/Brightstar earlier this year - from the delivery to payment arriving in my account took about a week which I thought was fine.  I guess you will have to be patient. 

[antcorner]

No that's not correct with the way they work out working days. The 1st working day is the day they recieve the phone. Had this confirmed by email and on the phone. They have had them 5 working days and confirmed last night they havent even looked at them. Sorry but this is totally unacceptable as I was told from the beginning it would take 5 working days maximum.

[James_B]

Hi @antcorner,

Sorry, partial days wouldn't be counted. Please allow until Monday for your device to be processed.

Thanks

James

[antcorner]

@James_B please dont try to defend them as we have confirmed it, brightstar have confirmed it and the email I have confirms it. This should have been sorted. It's an absolute joke. The received the phones at 9.45. If it was 12 or 1 pm I'd say yes a partial day but it was an hour into their working day so no I'm sorry it's not a partial day and it is the 1st working day so this wait till monday nonsense has been put to bed. 2nd thing when I rang I couldn't speak to a manager they didn't know when the phones were locked at and I cant have them back. THEY ARE STILL MY PROPERTY. So try and defend that

[jonesy4]

waiting six weeks for £570 00 thinking of taking it further no joy in texting or ringing  

[antcorner]

I had to wait a while. They admitted they are so far behind. Keep trying to call as their response to emails is ridiculous Sent from my Galaxy