How long to wait before getting worried about upgrade trade in with EE

[Darius1212]

i have made an upgrade anytime in which i have to send my old phone to Likewize (EE trade in partner). I have done that and according to Royal Mail the package was delivered early morning on the 31.12.24. i Know it is early days especially with it being  a new year and so on but how long do i have to wait before starting to getting worried. I would have thought this process would be more organised and i would get some kind of email confirming that they have received my trade in phone but nothing so far. Reading some of the stories here made me little bit nervous but i guess at this stage i will just wait. I'm still getting emails and messages about sending my phone back to them even after they got it already. i think the system is not very good especially as the items we are sending are not cheap. I did pay special delivery upgrade and paid £10 extra for it so i hope it was worth it. Happy New Year to all 

[Michael_D · Accepted solution]

Hi @Darius1212 

Happy New Year.

I can understand your concern at wanting to make sure the trade-in phone is back.

It is normal for it to take a few days after the phone is received for Likewize to check it over and let us know that they have it. The Christmas and New Year period may mean it takes a little longer than normal.

Once they've let us know that they have the phone, you'll get a text confirming it.

Don't worry though, you've done the right thing in sending it special delivery. Just make sure you keep hold of the tracking number for now until the confirmation is received.

Michael

[Lakeem23]

I’ve been waiting 3 weeks and I’ve emailed. Numerous times with little help in knowing when my phone will be inspected or paid out. My phone was received by likewise on the 13th Jan. but apparently the warehouse have no notified the team of any inspection yet !!! Meanwhile I get billed by Ee for late trade in and am now on a payment plan because I can’t pay the bill due to trade in taking so long !!! I’ve complained twice and nothing !!! 

[Rach_H]

Hi @Lakeem23 

Welcome to the Community!

We want to get your trade in sorted as swiftly as possible, so I'm sorry to hear that this has taken longer than expected, and I can understand how frustrating this must be. 

I'm sure the team are doing everything they cn to get this resolved for you.

Rach