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Trade-in packaging issue

UniversalCynic
Investigator
Investigator

‎02-07-2021 01:55 PM

Hi,

 

I went to the Post Office to post my old phone with the supplied packaging but they refused to take it as the packaging, a small bubble wrap envelope, doesn't meet their requirements for sending electronic goods containing a battery. Their website states that a rigid box must be used for this to minimise the risk of the battery being damaged.

 

Brightstar will send me a new label but refused to accept that there is a problem with the envelopes they are sending people to use for trade-ins. So, I have two questions:

 

1. Will I be allowed more time to send my old device since I have to wait for a new shipping label?

2. Will EE look into the Brightstar's use of substandard return packaging?

 

Thanks

 

Craig 

5 REPLIES 5
Chris_B
EE Community Star
EE Community Star

‎02-07-2021 01:59 PM - edited ‎02-07-2021 02:00 PM

@UniversalCynic   It’s the same packaging that every other customer uses when trading in a device including myself.   If you are having issues did you explain this to BrightStar when you requested a new label ? 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
UniversalCynic
Investigator
Investigator
In response to Chris_B

‎02-07-2021 02:05 PM

Hi Chris,

 

Yep, I explained it to them but they just gave me a scripted line about thousands of mobiles being sent daily. The fact they have a line shows this isn't an isolated issue.

 

The guidelines for mobiles on the Post Office website are pretty specific:

 

"The equipment containing cells or batteries must be packed in strong rigid packaging and must be secured against movement within the outer packaging and packed to prevent accidental activation."

 

https://www.postoffice.co.uk/mail/what-can-i-send

 

While I'm sure there are post offices that just accept them with no questions, it's against their own rules for battery safety.

 

Craig

UniversalCynic
Investigator
Investigator
In response to Chris_B

‎02-07-2021 02:07 PM - edited ‎02-07-2021 02:08 PM

They also said there was a battery warning on the packaging which wasn't true for mine. 

Chris_B
EE Community Star
EE Community Star
In response to UniversalCynic

‎02-07-2021 02:08 PM

@UniversalCynic  Just slide 2 pieces of card around the device.  I pack up my devices this way with as much padding as possible. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
UniversalCynic
Investigator
Investigator
In response to Chris_B

‎02-07-2021 02:11 PM

Thanks, I'll be able to box it up once I get the new label, but my issue's more that they aren't providing adequate packaging in the first place, especially for sending electronic devices they ask to be fully charged before dispatching.