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Returns Pack

JahanAli28
Explorer

‎08-02-2021 05:04 PM

Hi,

 

I've recently upgraded my phone with EE from the S10+ to the S21 Ultra. As part of the deal, there was a trade-in option of which my previous phone would be valued at £350 when sent in. 

 

I received my new phone on the 28th Jan, and was sent a message on 1st Feb from EE stating that the returns pack is on its way. I also received a further reminder yesterday reminding me to send in my old phone for trade-in.

 

However, I have not received the returns pack in the post. I emailed eeconsumer.uk@brightstar.com and was told that they do not recognise my email address, even though there's only ever one email address I've used with EE and this has stayed the same. I also called EE but was on hold for two hours before I gave up.

 

I do not want to be unnecessarily charged for not trading in my old phone when I haven't even received the returns pack!

0 Helpful
2 REPLIES 2
Christopher_G
EE Community Support Team

‎09-02-2021 08:00 AM

I'm sorry to hear you were unable to get through, @JahanAli28.

 

It sounds like you'v definitely chosen the trade in option, as you received the confirmation messages. I'd recommend getting back in touch with Brightstar to find out where your pack has been sent to.

 

Chris

0 Helpful
JahanAli28
Explorer
In response to Christopher_G

‎09-02-2021 10:55 AM

This is not an acceptable response. 

 

It should not be the customer's requisite to chase up an external company when the agreement is with EE. It is with EE I'm purchasing the phone off, and it is EE that will be charging me £350 if they do not receive the phone.

 

The onus is with EE to ensure the returns pack is sent to the customer on time and it is absolutely appalling customer service to be told to liaise with an external company on this matter.

0 Helpful