Trade in pack

[amakinson]

As part of my upgrade deal, I was able to trade in my old Samsung Galaxy S10 device for £350 when getting the new Samsung Galaxy S21 Ultra. I never received my trade in pack, and when I contacted Brightstar upon EE's suggestion they had no record of my Trade In. After speaking with EE, it seems that the trade in request was never sent, but they did it on the phone on 11 February then and told me I should receive my trade in pack within 7 working days, and that I would then have 21 days in which to return it. I received an email this morning telling me that if they did not receive the old device by 26 February, that the deal would lapse and I would be charged £440?!?

Note as part of the upgrade deal, I already paid £380 for the new device, £350 of which I am expecting back as part of the trade in deal.

Why am I now being given different information on timeline (7 working days for the pack to arrive gives me only a couple of days to return the old device) and threatened with further charges?

[Chris_B]

@amakinson  you need to contact BrightStar.  

[Leanne_T]

Hi there @amakinson

Thanks for coming to the community. 

The email could have been sent for the original trade in request, if you have had this extended. 

Have you spoken to Brightstar?

You can find their contact number and email address on the Trade in website.

Thanks.

Leanne. 

[amakinson]

Hi Leanne - the original trade in request was never sent, according to EE. When I contacted BrightStar for the first time they had no record of an active trade in order for me so per my conversation with EE the request was only submitted yesterday. 

I have contacted BrightStar again today, but still not sure why I would pay an additional £440 for not trading in my phone when I have already paid for the new device.

[Katie_B]

Hello @amakinson. 

Did Brightstar provide any information regarding the charges?

Did you pay an early upgrade fee?

Katie 🙂

[amakinson]

I'm waiting to hear back from BrightStar today. Below is what I received:

If we don’t receive the Samsung Galaxy S10 5G 256 by February 26, 2021, any trade in discount applied will expire and a charge of £440 will be added onto your next bill. This will appear as “Non Trade In charge” .

I didn't pay an early upgrade fee.

[Katie_B]

Hi @amakinson. 

Please let me know the outcome once you have heard back from Brightstar. 

Katie 🙂

[amakinson]

They responded today to say they received the request from EE on 12/02, and the 14 days to return starts from that point. They did not answer my query about the additional £440 charge if I did not return the device on time.

EE told me on the phone I would have 21 days after the pack was received to return. I am not living at my normal address at the moment due to Covid - I did not mention this when speaking to EE as with the 21 days I was advised I had, I would be back at my usual address before I was required to return the old device. Now I am in a position where I will have to travel against advice to meet this new deadline or risk having a further £440 deducted from me, in addition to the £380 that I have already paid. 

[Katie_B]

Hello @amakinson. 

Thanks for keeping us updated. 

When you have a moment please check your community inbox. 

Katie 🙂