Recent experience with EE Recycle / Brightstar... (and it's NOT good!!)

[Brndnwht]

Hi guys, it would be great to get your thoughts/opinions and any similar experiences on the below...

So, I recently upgraded my XS Max to a 12 Pro - amazing phone, very pleased with it! Then I decided to (separately!) sell my XS Max back to EE and got a quote for £311. I ordered the delivery package and it turned up a while later.

Now I make sure to keep my phone in the best condition I can condition, I've never cracked a screen and always keep it in a case, expensive phones should be looked after right!? The evening before I sent the phone off, I took a couple of photos just in case I needed to prove the condition of the phone later on! Wait for it...

Royal Mail tracking confirmed my phone was delivered a couple of days later but I didn't hear from them for a week, chased a couple of times but due to hold times over an hour I gave up and waiting for an email.

Then the email came through... Quote reduced to £187 due to damaged casing, camera not functioning, scratched case, etc etc etc... And a photo attached showing the damage! I was furious. This phone was in mint condition when it left my hands, and the damage caused looks very suspect...

Is it just me, or does this sort of damage seem possible when the phone is inside bubble-wrapped packaging?? The scuff to the metal corners, smashed glass on the camera...? Thoughts??

Needless to say I am not accepting £187, I am trying to claim through Royal Mail insurance (luckily sent special delivery) but that's taking up to 30 days and Brightstar are trying to force me to either take the money or get the phone back - absolutely shambolic way to deal with customers, reflects so badly on EE and each time I speak to somebody via 150 I get told they have no control over it. Now I'm a business owner myself and would not let my brand be represented by any other company I don't have control over!! Shocking. 

I WILL be getting my money for this phone, whether dealing with them directly or taking it further.

I have attached photos below for you all to give your own opinions? 

Thanks.

Taken the evening before postingWhat they say they received 1/32/33/3

[Chris_B]

@Becca966   Unfortunately you don’t have proof of that at all.  You have proof of a delivery not what was in that delivery.  If the package was interfered with before it got to brightstar then you need to take this up with the delivery method company.  

[Leanne_T]

Hi @Becca96

I am very sorry to hear this has happened. 

You can find information in our What if I have a problem with my trade in? Help page.

Thanks. 

Leanne.