Back order when upgrading and trade in

[Kaylamccann812]

Hi,

I placed an order to upgrade my device on the EE app, and implemented a trade in. This was confirmed and i received an email on 2 May to confirm this. It said initially it would be despatched within 7 days. I have just checked the status of this and it is currently saying that 'back order is confirmed'. Can you confirm what this means? I was under the impression it was not out of stock? Additionally, in the initial agreement it said i would have 14 days to trade my phone in when i received my new one. How does this work when I havent actually (and have no idea when) I will receive the new device?

Can anyone additionally confirm to me how 'trade in' works - do I hand this into store once I receive my new device upon delivery? Do I wipe my phone down to factory settings and hand it over when being delivered by DPD?

There was also an offer saying if Google Pixel 9a was ordered between 15 April to 5 May i'd be able to claim a Fitbit charge 6. How does this work as that date has now passed and i am still unsure of the status of this order? Will this still be valid?

Many thanks

M

[Rach_H]

Hi @Kaylamccann812,

Welcome to the Community!

We would expect any orders of devices that are in stock to be delivered to you the next day, so if you've been advised 7 days then it sounds like this wasn't in stock when you spoke with our team, but you should still receive this within the timescale you were advised 🙂

Once you receive your new phone you'll also be sent a returns bag for your old phone, and will have 14 days to send this back to us.

You can claim your gift HERE when your phone has arrived, as this depends when you placed your order, so you will still be eligible. You will need to wait 14 days after receiving your phone to complete your claim, but you have until 19th June to do so.

Rach

[Kaylamccann812]

Thank you for your prompt response Rach.

Is there any way to check when the device will be in stock, even a rough
timescale?

Many thanks
Michaela

[Rach_H]

Which colour and memory size did you order @Kaylamccann812?

Rach

[Kaylamccann812]

Hi Rach,


It was a Google Pixel 9a in peony. 128gb.



Thank you!

Michaela