returned device and now being ignored

[ayjayleaderz]

hi, ive been on to many different customer agents on the phone and on chat and all give conflicting information. I am due a new device after I returned my device over a week ago after starting a new contract plan with EE. I didn't like the device the performance was no where near what was advertised and was told id get a new device sent out after my old one was received.  again and again I start off being told yes im eligible for a phone to be sent out or an upgrade so to speak and then after organising it all the phone choice and contract details the personal details verification etc etc I get told im not due an 'upgrade because my account is under 6 months old. I sent my old device back under guarantee id get a new one sent out the SAME day received and its over a week later and no nearer to getting this done and not given any effort or consideration for helping me sort this.

[Chris_B]

@ayjayleaderz   EE don’t just send out phones because you returned one within the cooling of period.  You have to order a new one. 
It’s not an upgrade so don’t use that term.  

[bristolian · Accepted solution]

An upgrade is generally taken to mean getting a new phone on your existing number, with no requirement to return your existing one. What you're doing is using the 14day statutory cancellation period to return an order and place a new order in  its place. That requires the existing order to be returned and your account updated.

That process does normally take a few days..