Trade in scam

55steve · ‎06-09-2022

So I took out a new contract with a £22 discount if I traded in my old phone. EE sent me the envelope, I posted it and it got lost. Now nobody wants to know, EE says it's my responsibility even though they paid postage and have a contract with RM, and RM says it's up to EE and not me as they paid the postage.

EE say it's in their T&Cs that I should have taken out insurance to send it through the post, well if that's the case why did they send me the pre-paid envelope? I'm now going to have to pay the full price each month.

It all just stinks of a scam to me and very unfair terms and conditions.

Northerner · ‎06-09-2022

Hi @55steve

For your own peace of mind you should have sent the device via registered post.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

55steve · ‎06-09-2022

I did

chistery · ‎06-09-2022

What are their T&Cs for lost deliveries? I can't seem to find them.

How long has it been? RM do have a few delays at the moment.

I would expect EE/Brightstar/whoever to claim against RM up to the value of the insurance provided for that service and refund that amount once they are successful. What service is used for the return?

If your phone is worth more, then you should be paying for the postage and insurance yourself unless the company you are using self insure like some third party companies you can sell phones to do.

55steve · ‎06-09-2022

I've asked for their T&cs. RM have lost it nearly six months ago, last seen at the Warrington sorting office.

Yes you would expect EE to deal with RM and not me, their insurance is only for £100, not the £520 I'm out of pocket.

If this was all made clear from the beginning that it was my responsibility then I would have insured it for more, but when someone sends you a pre-paid envelope returned via recorded delivery you would think it's all covered.

BrendonH · ‎06-09-2022

By you reasoning if a stranger decided to be kind and pay the postage for you and it got lost is it then down to that stranger to sort out?

No, EE offer a pre-paid envelope yes but it is your responsibility to make sure it can get to EE safely.

If your phone is worth more than the insurance it is down to you to take out additional postage costs/insurance.

Has RM definitely stated they will only deal with EE because I don't really see them doing this

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55steve · ‎06-09-2022

"By you reasoning if a stranger decided to be kind and pay the postage for you and it got lost is it then down to that stranger to sort out?"

They are not a stranger, we are in contract with each other.

No, EE offer a pre-paid envelope yes but it is your responsibility to make sure it can get to EE safely.

I did do my best to get it safely to them, it's Royal mail that I used **bleep**.

If your phone is worth more than the insurance it is down to you to take out additional postage costs/insurance.

Show me where it says that!

Has RM definitely stated they will only deal with EE because I don't really see them doing this.

Leanne_T · ‎06-09-2022

Hi @55steve

I am very sorry to hear this has happened.

You can find details in our What if I have a problem with my trade in? Help page for if the device is lost.

Leanne.