No return updates

[katie_egan]

Hi there,

I am looking to return my new upgrade and after going through all the steps, the last thing I have been told is ‘Great, we now have everything we need to process your return.  We'll send you another SMS within 72hrs explaining your next return steps.’ I have received no update since and 72 hours has now passed. This is the second request I have made as I did not receive an update the first time either within 72 hours and it has been about a week now since my first return request and I have still had no updates. My 14-day return period ends today so could I please have some assistance?

Thanks.

[Chris_S]

Hi @katie_egan Thanks for getting in touch with us here in the EE Community.

I'm sorry to hear that you're looking to return your upgrade, is there any reason that you're returning your device?

Could I just check, did you order your device in a store, online or over the phone?

Chris S

[katie_egan]

Hi Chris, thanks for your reply.

I’m returning my device simply because I prefer my old one. I’m looking to return my new one and switch to a sim-only plan for my old device.

I ordered my new device online over live chat.

Thanks.

[Chris_S]

Thanks for letting me know @katie_egan That's understandable.

Are you using this link to return your device?

Chris S

[katie_egan]

No I called 150 and followed the instructions from there. I was sent to a web link then had to answer some questions via text about my return.

[Chris_S · Accepted solution]

Oh I see, thanks @katie_egan You can request a device return via the link that I sent in the previous post.

Could you try using the link please and let me know how you get on?

Chris S

[katie_egan]

Thanks, I have just submitted a request.

[Chris_S]

That's great news @katie_egan I'm really glad that your return request is all completed now.

Did you receive any information about the next steps after you submitted the form?

Chris S

[katie_egan]

I have not received anything yet but it says I will get an update within 72 hours.

However, my 14-day return period has ended today. Will I be charged?

[Leanne_T]

Hi there @katie_egan 

As long as you let us know within 14 days the team will be in touch with the next steps for you. 

If you would like to check the request was received, please give us a call and the team will be happy to check this for you and make a note that you have submitted the return request.

Leanne 🙂