Receieved a broken tv

[Awright24]

Hi all,

I ordered an add on of a 50inch Samsung tv. I received it this morning, opened the box, and its broken! 

I called 150 to try and talk to someone about it and got a call back. The woman on the phone was really helpful and apologised that she was not the person who deals with it but would find out who is and what needs to happen going forward. 

After some back and forth, she found an email supplychain.support@ee.co.uk and said I needed to send pictures, the serial number and my contact details. I have done this, when can I expect to hear back? Has anyone else done this and dealt with the email I was given? Im hoping they will exchange it for me and pick up the return tv, is this ehat they can do? 

Thank you. 

[Christopher_G]

Hi @Kpcole 

Welcome to the community.

I'm sorry to hear about your TV. The best advice I can give, is to speak with our Customer Support team again. They'll be able to double-check the type of order and that the correct process is being followed. They'll then be able to provide you with a returns address/label, if needed.

Chris

[Awright24]

You dont need to write the address on the box. I was confused about this too but parcelforce stick a return sticker on the box when they collect and it has the return address on it. 

[Awright24]

No, I actually received the new tv on the Monday after the Friday it was supposed to arrive. But they took around 2 weeks to collect the broken tv after I had to contact them again to say that it had not been collected yet.