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 [email protected] 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 · Accepted solution]

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.

[DannyBoy1985]

Ive had the exact same issue.

I waited 3 weeks for the tv to be delivered, they never attempted so i had to get someone to drive me an hour to the depot to pick it up. I drove an hour back home and when i opened the box the tv was damaged beyond repair. 

The worst thing is i work for EE and even i am struggling to get this resolved. The guy i spoke to assured me i would get a call within 72 hours which did not happen.

I have been sent a link to return the product but the link does not work. 

I have not been refunded anmd I am still being charged for it on my mobile plan.

[Christopher_G]

Hi @DannyBoy1985 

I definitely recommend getting back in touch with our customer support team. They'll be able to check how things are progressing with the case. They'll be able to help with the returns link too.

Let us know how you get on please.

Chris