EE's trade-in partners are rather abusive

[grsdev]

So I upgraded last month. The new phone arrived on August 26th. As part of the upgrade deal I traded in my old phone.

Today, only 2 days after I received the return packaging for the old phone, meaning that I have had no opportunity to send it off (the packaging is useless, BTW, you can just about fit a matchbox in it), I receive this from EE's trade-in partners:

"By now you will have already received several reminder SMS’s to send back your trade in device.

"This is a final reminder to send back your Samsung Galaxy Z Fold3 5G 256GB by September 09, 2022, otherwise you will no longer qualify for the Trade In discount of £20 per month and this will be removed from your account."

How about they back off a bit and give people a chance to actually send in their old device before sending "final reminders" when they take over a week to send out the returns packaging?

[Leanne_T]

Hi @grsdev

Thanks for coming back to the community and leaving this feedback for the trade in emails. 

I will feed this back to the relevant team. 

Leanne.

[grsdev]

Thanks Leanne.

Likewize either need to dial down the language a notch or get off their backsides and send out the returns packaging so that it reaches customers before they send out "final reminders".

If we were given full details of the returns address and trade-in references so that we can send the phone back in our own packaging (which we have to do anyway because the packaging provided is far too small) earlier, it wouldn't be so bad.

[Leanne_T]

I see, thanks @grsdev

If you use the same returns code provided this will reach the correct place 🙂

Leanne. 

[grsdev]

So, assuming my trade-in quote reference was "1234567", If I just slap a label on the box I'm using to send the phone off in and put "1234567" on that label, it'll get to the right place? I don't think so.

We don't actually get the address where to send it until we get the returns packaging.

[Leanne_T]

Hi @grsdev

Sorry, I thought you had this already, You would need to wait for this to arrive and then return the device using the information provided. 

Leanne.

[grsdev]

@Leanne_T That's precisely my point.

We get threatened with cancellation of the trade-in and sent "final reminders" BEFORE WE EVEN KNOW WHERE TO SEND THE TRADE-IN DEVICE!!!

[Leanne_T]

I understand, thanks very much @grsdev

Leanne 🙂

[grsdev]

@Leanne_T  It gets better. I just got a text saying that the phone was never received so the trade-in discaount is being removed from my account. Meanwhile I have proof that it was delivered and signed for nearly a week ago.

[Christopher_G]

Hi @grsdev

It's possible that it's still being processed. It may be worth calling to speak to our Mobile Care team, just to check if anything has been removed.

Chris