Upgrade anytime

[Greendog]

Hi I've been a EE customer for nearly 12 years and always upgraded every year also using upgrade anytime when it came out paying around £5 at the beginning.  My contract now costs me around £100 a month due to these upgrades , which I completely understand.  A year ago I upgraded to a pixel fold after 3 weeks the screen got damaged (tiny bit of plastic between screens smashed screen) I tried to get it repaired but no one could do it.  So I went out and brought a new s23 ultra. And now a year later and I'm trying to upgrade anytime with this s23 ultra as a trade in, but im being refused as its not the pixel fold. The s23ultra is a better phone and worth more. But you refuse blank and want to charge me £750 to upgrade or £970 to end contract.  I'd like to have thought that EE would have had a little leeway and maybe try and help but no would rather me end contract and leave. Am I unreasonable? I do understand that it's not the original contracted phone but it's still  a equal if not better device to be traded back to ee, its also a shame as was planning to add a new line for my wife,  but i think we may move to a new provider. Thanks for reading if you got this far.

[Northerner]

Hi @Greendog 

The contract you have is for the original device not a different device or manufacturer.  You can always sell the Samsung separately and pay off the contract. 

Thanks 

[Greendog]

While yes I agree I could sell it on and its not original phone ,but  they all end up at the same facility for sale , surely being a pretty good customer and the phone being pretty decent I'd have thought that EE would have maybe had a bit more movement and helped, it's not like I'm attempting to trade in a Huawei or something.  Just seems a shame to be honest.  But yeah unfortunately not. It will actually just work out cheaper to buy out rest of contract and move provider unfortunately.  

Thanks for the reply though 

Paul

[Chris_B]

@Greendog  Unfortunately an upgrade anytime is always going to be for the original device type you received for that contract.  Otherwise you could just send in any old device and expect a good deal on that upgrade anytime as you’re still sending in a device, that’s why there is no leeway on what you send back.  Ok you’re not sending a cheap device in but it’s still not the same device you got on that contract and that’s what they are expecting to receive.  

[Greendog]

Yeah I hear you mate, just feel that they could quite easily work around that as its down to monetary value of the device ultimately and trade in would be higher value so they would actually be better off, but yes I do understand your point. Even if there was a small fee I could understand but £750 is a kick in the teeth to what I would class myself as a loyal customer who has spent a good few thousand pounds with EE. Think I'm more frustrated with the way I had been spoken to on the phone ( quite rude and uninterested) which is not the usual service I've had from EE I've always sang their praise. But with the absolutely useless messaging service that never replies and the call I think my time with EE maybe over unfortunately.  Not that it will make the slightest difference or concern to EE as its only £105 a month loss from a multi millions of pounds company I'm sure they won't lose sleep 😂😂😂. 

Just me being a whiner 😂😂