Trade in and upgrade issues

[JoeJuggler6]

Hello! I recently placed an order for the pixel 9 pro after a long chat with a member of staff on the official phone lines. In this call I asked a series of questions, one of which was a query about the trade in process. I asked if I was to opt to trade in my current phone (P7), will the new phone (P9Pro) arrive at the same time as the trade in box to send the old phone back in. The answer was yes - however I've now received several text messages telling me that my return box is already on the way and if I dont send my current phone to them in said return box by the 22nd of sep that I will be charged an additional 20 pounds a month. That would be fine if the new phone was already with me, but its not - and its not due to be here until the 26th of sep!

[Alex_H · Accepted solution]

Hi @JoeJuggler6,

Welcome to the EE Community 🙂

I do understand your worry on this one, but you wont lose out on your trade-in discount. When upgrading and trading in the trade in is booked separately and the process is set to start on the same day the phone is expected to dispatch so most cases the new phone will arrive then the trade in pack a few days later.

If the phone is subsequently delayed so that it is being delivered later than expected when the trade in was setup, the trade-in process will still be going ahead as normal. This will be what has happened here with the texts you are getting etc. 

But obviously we don't expect you to send the old phone back before getting the new one. If you did not get the new one before the cut off date, usually our back office team would be able to check that before removing the discount and then just leave it on for the moment to give more time. 

But if the discount did end up being removed for this reason,you would just need to call us on 150 and it can be re-added since you have not had the new one out yet to send the old one back.

Alex