Z fold 3

[Persona5150]

Paid my early upgrade fee, sent pre paid bag straight away saying you have 14 days to return...... I chose the 512GB model because it was in stock. Still on order confirmed. 0 tracking information/movement on system but more than happy to send returns ASAP without sending upgrade and 0 updates

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[Leanne_T]

Hi @Persona5150

Thanks for coming to the community. 

Which colour did you order? 

When did you place the order? 

Thanks. 🙂

Leanne. 

[Persona5150]

Hi @Leanne_T 

512GB 

Black

A week ago but there was an issue your end, so I had to call again Saturday and sort

It's more the point of happy to take cash and send returns bag without any update on phone and not having phone before bag

Thanks 

[Leanne_T]

Hi @Persona5150

The upfront payment is taken when you place your order, the trade in pack is sent separate to the device. You won't need to return the phone until you have received your new phone.  

Thanks. 

Leanne.

[Persona5150]

Hi @Leanne_T 

I mean if that's the case than its fine but it says I have until the 19th to send it back but if it can take 14 days to potentially send a device out. So if we have 2 weeks to send back the device as my email states but you can take 2 weeks to send a phone, that's not fair on the customer 

[Leanne_T]

Hi @Persona5150 

If you get in touch with Brightstar they can make sure no charges are applied until you have received your upgrade and can send the device in the returns package. 

You can either, email: eeconsumer.uk@brightstar.com or call them on 0208 732 3798

Thanks 🙂

Leanne.

[Persona5150]

Hi @Leanne_T 

I have emailed them. They are unable to do this apparently. 

Is there a number I need to cancel and get refund?

Many thanks

[Katie_B]

Hi @Persona5150. 

Thanks for getting back to me.

What was advised when they got back in touch with you?

If you wish to discuss a cancellation you will need to speak to our customer care team. 

Katie.

[Persona5150]

Hi @Katie_B 

" 

Good Afternoon Rob,

Thank you for your email.

Unfortunately as this is a campaigns order, I am unable to extend your quote. Therefore please contact EE directly for further assistance with your quotation.

Kind regards
EE Trade-In"

To say it was in stock and would be dispatched within 14 days is fine but 0 movement and this move with the returns is very unethical.

Do you have the number I can call please? 

Many thanks

[Katie_B]

Hi @Persona5150. 

I completely understand how frustrating this may be. 

I have sent you a private message for more information. 

Katie 🙂