Do not Trade In - SCAM! Stolen phone!

[alduncstir12]

Just wanted to share my experience with EE trade in team and their partner Likewize,

I've been a customer with EE for 5+ years, and truly disappointed with their service. I upgraded my device and chose to trade in my old device, Samsung S20 FE, sent via Royal Mail Signed For Next day Delivery (1pm). It was confirmed as delivered by Royal Mail to Likewize (EE's partner who facilitate all trade ins), this was confirmed by a signature by staff at Likewize, and GPS location. Royal Mail confirmed it was delivered, however Likewize have advised they "never received it". 

Executive Complaints haven't been much help, EE have offered to apply the trade in discount and £50 credit for the reimbursement of a £500 device. Really wish I hadn't sent my device, and just kept it to sell on second hand!

Do not send your device for trade in! One quick look over the EE community, shows this has been happening for years! EE say they are "not aware" of this, which sounds to me like their aware and condoning this issue, as other customers have posted about it for 2 and a half years, all over their EE community hub, which EE staff have frequently replied to!

[Christopher_G]

Hi @alduncstir12 

Welcome to the community.

I know you've mentioned that you have been speaking with our Executive team about your complaint, but have you spoken with Royal Mail directly? If Likewize are saying that they haven't received it, Royal Mail will be able to launch an investigation into what has happened.

Chris

[alduncstir12]

Yes, I've spoken to Royal Mail who advised it's been delivered, and signed for by Likewize - evidenced through GPS and signature, they have done their bit.  

[Christopher_G]

OK, thanks @alduncstir12 

It sounds like you have followed the correct complaints process in speaking with our Executive team. If they are unable to help further, you would have to discuss the next steps with your complaint with them.
Chris

[MrsBClark27]

EE trade-in scam! Absolutely! I have the same story. Likewize claimed that device was not received in there warehouse. RM tracking shows it's stuck in Warrington Depot. Likewize and EE investigated. RM took responsibility admitting it got lost while in transit only covering £150 but not the price of the parcel. Now EE charging me for the remaining amount which is over £600. Now EE cut off my service as I told them I don't have the money to pay them. Total scam! 

[alduncstir12]

Sorry you have had the same experience - it's clearly a very regular issue which EE clearly don't want to address, and would rather ignore! Hope you get some sort of resolution! 

[Siran700]

I share your pain.  Same happened to me. After 3 months of pointless contact with EE it’s now going to ombudsmen.  I am not paying for this and will forfeit my line, credit rating and anything else that comes with that.  Ironically also have another complaint about poor signal service due to the ammount of defective masts and engineer faults.  I can sustain a call if I leave my town and travel 2 miles down the road. 
Brining me lots of anxiety and stress. 

[Siran700]

Royal Mail are just as untrustworthy as you. Eg the horizon scandal ! 
why should customers continually battle against big toxic companies. What has the world come to!

[Siran700]

Shocking.   Same happened to me. 
EE are increasing the financial burden of people with these repeat issues. Seems so unfair that the process is so sensitive to failure. And when it fails the customer is disadvantaged.  

[alduncstir12]

Sorry you're having the same situation. It was incredibly stressful to deal with. I'd encourage you to request to speak to Executive Complaints department and/or senior management regarding the matter, and provide via email some screenshots from this forum of customers experiencing a similar issue. Feel free to use mine. I finally got a resolution around 6 months after the incident. I did everything via email. If no resolution I'd suggest contacting the police, as if it's been delivered and signed for and 'disappeared', would suggest common theft.