Trade in - radio silence

[NorthyK]

Good morning,

I traded in my old phone and had text to say it had been received on 7th August but still have yet to hear about how much it is considered to be worth and how I will be credited - I understand it will go towards my bill. I contacted trade in directly who said it was EE's problem. How can I find out what is happening?!

Thanks

[Michael_D]

Hi @NorthyK 

Welcome to the community.

I know you'll be keen to find out what is going on.

Was the trade in part of an upgrade, where you arranged to trade-in the old phone when ordering the new one, or was it a trade in for cash and not linked to a new order?

Michael

[NorthyK]

Thanks for getting back to me - sorry if I wasn't clear. It was part of an upgrade

[Michael_D]

Thanks @NorthyK.

If it was part of an upgrade, you'd not normally be notified of any value or receive any credit.

There are two ways of trading in as part of an upgrade.

The first is if it was part of an upgrade anytime plan, where you trade in the existing phone to be able to upgrade before the end of the contract, with the trade-in letting you upgrade early.

The other way is if there was a trade-in offer when your upgrade was due, which would give you a lower monthly payment on the new contract, as the traded in phone is used to offer a monthly discount. This would show a recurring monthly discount on the bill.

Do you still have any confirmation emails or documents that show the trade-in?

Michael 

[NorthyK]

I have an email on 27 Jul confirming my upgrade which inlcudes a section "About the phone you're swapping" but does not inlcude any value. No more emails after that referring to the trade in - the only discount that is clearly displayed on any bill or email is student. 

The amount I am billed has not changed since the phone was allegedly received on 7 aug - I was expecting a discount to then be applied once the value of the phone had been agreed (and to be infomred of that!)

[Michael_D]

If it was a trade-in for a discount, the amount wouldn't change after the phone was sent back, the discount would be applied from the contract starting @NorthyK.

It would only be if the phone was not returned would the discount be then removed.

Can you post a screenshot of the email you received, blocking out any account or personal details so I can have a look?

Michael

[NorthyK]

[Michael_D]

Thanks @NorthyK 

It doesn't really give me much about what the trade-in was for, but it does say that a fee may be applied depending on the damage to the phone, which makes me think it was discounted as part of the offer.

We don't have access to your account on the community to see the upgrade and trade-in details, so I'd recommend calling our customer service guides so they can bring up your details and see exactly what was offered.

Michael

[NorthyK]

OK thanks for your help Michael - I fear I will have to put this one down to experience, I would not have taken on that contract at that cost if i relalised it would cost that much without either getting money back or some kind of credit!  My son has the same phone on my account and pays less - hey ho! 

[Michael_D]

It is worth speaking to the team so they can check it out for you @NorthyK.

Any trade-in offers on the website do give a breakdown of what you'd be paying, and any savings when trading in a phone, or if it is upgrade anytime, it would say that the phone needs to be traded in to be able to upgrade.

It is unlikely to be upgrade anytime if the phone was damaged, as that would have a cost to pay.

Michael