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?

[peta19]

Hello. 

I have new experience with ''Best EE'' it is company where everyone knows what they were doing, after sending three phones to the trade in on August 27, I received a bunch of sms and emails to send the phone, two phones were delivered on August 31 and one on September 2, when sms and emails kept coming, I decided to contact Likewize, they wrote me after few days that they need 3-5 working days for confirmation, I said ok, they have a lot, 12 September still nothing, I wrote a new email in the morning, they answered quickly and wanted an imei, I sent them the imei numbers, They sent me a confirmation of two phones with an inspection number and said to use that email to confirm with EE that they really have the phones. so I contacted EE best on the chat, I said that I have the email confirming that they have the phones and they are checked and in order, the agent said that he did not see anything, I copied the email with all the data, after five minutes the agent wrote that he did not see anything and that I should ask Likewize for better help, but I really don't know what else I can do, my joy is gone because I have another literal fight for the recognition of my rights

[Leanne_T]

Hi @peta19

If you give us a call on 150, the team will be able to get this looked into further for you. 

Leanne.

[grsdev]

This has finally been solved.

EE's trade-in partners, Likewize, are totally disorganised. If you send them a phone that you're trading in against an upgrade, they take up to 2 weeks to inspect it and report to EE that they have it. Meanwhile, EE are unaware that the old phone has been sent in, so you get sent dire warnings and the trade-in discount gets removed from your account.

This should not happen. I've done trade-in deals direct with Samsung with their own upgrade programme in the past and never had a problem like this. I was notified when my trade in device was received and then when it was inspected with no more than 48 or 72 hours between the two.

EE either needs to start working with someone more reliable than Likewize or to account for the delays incurred by Likewize in the timing of warnings and trade-in deal retractions.

Needless to say, I will not be doing a trade-in deal with EE again. I don't want to have to go through this again.

[James_B]

I'm happy to hear this has now been resolved @grsdev

I understand your frustration with the length of time it took for your trade in to be processed and I'll make sure your feedback reaches the right people.

James

[grsdev]

Well, it looks like I spoke too soon. This is now beyond ridiculous.

Text message just received: "Hi from EE. Your Trade In discount has now ended. Check your plan at ee.co.uk/myee"

[James_B]

Hi @grsdev,

Is your discount still showing in My EE?

James

[grsdev]

Where would I find it if it was there?

The "Plan details" page gives the monthly charge without extra charges, add-ons or discounts but doesn't say where to find said discounts other than on the previous bill, which does show the discount but was established before I got that text message.

[James_B]

Hi @grsdev,

Just to double check, did you have a trade in discount on your previous plan?

James

[grsdev]

There were discounts but not a trade-in discount.

[James_B]

Thanks @grsdev

I've sent you a private message. Please check your inbox and get back to me when you have a moment.

James