Trade in

[Guts]

Hi, 

I posted my old s6 as a trade in deal and it is shown as delivered and received on the royal mail tracker on the 14th of July. It needed to be returned by the 21st and I have received texts saying to send it and haven't received any confirmation from you guys that it has been received.  Can you please confirm this has been received as I do not have the money to pay the charge if not.  Thankyou. 

[Chris_B]

@Guts   You sent this to brightstar not EE.   You might have tracking on it but that’s for your benefit,    brightstar who have to scan the package and than have to check the condition of the device before they will confirm anything with you.    If you know that they already have it don’t worry about anything you’ve done your bit. 

[Guts]

Thanks, 

I spoke to brightstar and they said they expect to have examined it by the end of the day tomorrow. Will the charge automatically be applied tomorrow of they don't get round to it and confirm? I sent the phone back the day after I received the envelope. 

[James_B]

Hi @Guts,

No, you won't be charged if Brightstar have received your phone.

James

[Guts]

I've just had a text saying it wasn't received and I will be charged 350. I have proof of delivery, so whatever happened to it after that isn't my issue.  Currently attempting to get through to ee on the phone but sitting in queue. 

[Christopher_G]

Hi @Guts

Did you manage to speak to someone and get sorted?

Chris

[Guts]

Hi Chris, I spoke to someone and they told me to contact Brightstar, so I have emailed and will.call on Monday 

[Guts]

Brisghstar have now emailed me saying i need to get the imei number for the s6 from you guys so they can find it in the warehouse?  How do I go about getting this please? It was a contract I took out in 2015. 

[Chris_B]

@Guts   That’s not your problem,  just show them the proof of delivery.   If they have lost it that’s not your problem,  you know they have it and you have proof of delivery that’s all that’s matters to you.  

if you really what to get the IMEI you’ll have to call customer services and they might not even have it.    The IMEI is on the phone/the box the phone came in and any paperwork you might have about the contract/product.  EE should have you his logged against your account but only if you got the device yourself from EE directly.  
So no 3rd party sellers. 

[Leanne_T]

Morning @Guts

Thanks for coming back to us. 

If you give us a call on 150 our Mobile Care team will get this looked into and see if they have the IMEI number registered. 

Let me know how you get on 🙂

Leanne.