Lost trade in

[alexgreenwich]

I sent in my old phone using the trade in service, using Likewize.  I had placed the returns package in a postbox, but this never got delivered and the tracking never got activated, so we can assume that the parcel was lost / stolen in transit. I have now blacklisted the IMEI.

Now EE have removed the trade in discount, and I have offered to send in another identical device (same condition, brand, model), since the value of the trade in discount is much greater than the cost of purchasing an identical 2nd hand device. However EE have refused, saying that the trade is in only valid for the IMEI that was agreed. But clearly this one is now lost, so there's nothing I can do.

I contacted the communication Ombudsman, who said that since EE's terms and conditions stated that the exact IMEI must be traded in, there is nothing they can do to help. 

I find it shocking that here is no consumer protection whatsoever in these kinds of cases. The proper trade in procedures were followed, but the consumer is 100% at fault.  This system is open to exploitation by both EE and Likewize.

[Schockwave]

Hello @alexgreenwich ,

Welcome to the community,\

Did you make sure that you had a receipt from the post office as proof of returning your item?

[alexgreenwich]

I used a royal mail postbox, so didn't use a counter service. But even if I did, the maximum royal mail compensation when using the pre paid envelope is much less than the value of the trade in. 

My main point here is that EE and Likewize have completely free rein to exploit these kind of situations. Customers sign a contract which includes a trade in discount. If the phone is lost during the trade in process, EE refuse to be flexible to honour the discount, even if the customer suggests to trade in an equivalent device, as this would have a different IMEI.

EE should allow customers to cancel the contract early with no fees if they are unwilling to restore the trade in discount if reasonable remedies have been made from the customer side. Why can they not accept an identical device with a different IMEI to be traded in?  

[Northerner]

Hi @alexgreenwich 

There is no evidence you posted anything, sorry but you must see that. The counter service gives you a receipt and ability to track.

There is no exploiting here becase you failed to honour your side of the deal. Offering another device just sounds suspicious and I am surprised this wasn't investigated, plus the offer was for a handset under a certain IMEI number that is what you agreed.

If you want to cancel then you can pay off the remaining contract term.

Thanks 

[alexgreenwich]

It's not possible to have evidence when using a postbox, aside from taking some pictures before posting, which is what I did. I did not fail to honour my side of the deal, I followed all of the instructions provided by EE & Likewize.  The parcel was lost in transit, through no fault of my own. 

EE's own trade in  leaflet states that 'Visit post office' is NOT necessary when using the pre paid envelope. I assume most people will use this pre-paid option instead of paying extra for special delivery.  Even if the counter service is used & the parcel is lost, the maximum compensation is quite low unless you pay extra for special delivery. So Likewize can just claim that the parcel is not received, and EE can benefit from this. This seems to have happened many times, if you search other threads.

There is no point cancelling if I have to pay off the remaining term...  It's a shame EE would rather lose a 15 yrs + loyal customer, with £1000s of future revenue, rather than make a small concession and agreeing to some partial responsibility. 

[Schockwave]

@alexgreenwich , you can make a complaint here;

https://ee.co.uk/help/contact-ee/complaint/complaint-form