Returns Pack Received but I don’t have an email on my order. What to do?

[tomagion]

After a fraught day  getting my 1TB iPhone 15 Pro Max in Blue Titanium, only succeeding after several call backs from my valiant EE agent as she fought with EE’s IT systems continuously failing, at 8:15PM my order was processed, albeit the agent explained she still had one more task to complete once a particular system was back online again. I had a text with a link to the tracking app on EE’s website and the text told me my order was successful, Yay. 🎉 

On The big release day I had the EE text saying that my order was taking place and info would be provided as soon as possible when further order information was known, but don’t call EE.  I did call EE because at that point I had not received my order number by email, which had happened for my wife as soon as she completed her iPhone order with the same EE agent.

This morning, 23rd September, I received a text from EE telling me my Returns pack was on its way, which surprised me as I’d still not received any delivery info from either EE or DPD. Later that day I found the delivered EE Returns Pack sat in my letter box.  The text tells me I have until October 7th to return my current iPhone 14 Pro Max.  In someways I could look at that as a blessing as it might mean something is in process, fingers crossed 🤞.

However, my past experience, where I ended up going thorough EE’s Complaints Process after an iPhone I sent back went missing in the returns building so was not recorded as being received until I saw that EE were about to try and relieve me of £500+. Luckily I always go recorded delivery and had a signature from the Royal Mail to argue my case with. I won. Yay 🎉 

So the clock is ticking and I have 14-days to go, 12 really if I use next-day delivery as October 7th is a Saturday and Royal Mail don’t do next-day delivery on a weekend.

So, what am I to do about this?

Please provide your most entertaining answers for consideration 👍. Sadly, no prize for the best answer 

[asimtahraf]

Out of curiosity, what GB was your 14 Pro Max and how much did it state on the returns pack to keep the phone instead of sending it back?

It’s usually £495 a year for me (256gb model).

I have my 15 Pro Max already (delivered on release date) but nothing about a returns pack yet? No text & nothing in the post.

[Gareth43 · Accepted solution]

You won’t be expected to return the old phone until you’re new one comes but you should ring EE just to let them know about this. But I’m sure you won’t have to send old phone back till you have ya new one. 

[tomagion]

hi @asimtahraf 

My iPhone 14 PM is 256GB.  The phone I had the problem with was a couple of years back in the first year of COVID:19 lock down so probably the iPhone 12.

The letter accompanying this returns pack is silent on the fee I’ll be charged if I fail to return the phone.

[tomagion]

@Gareth43 cheers . I just did just that using the chat on the app. Very good advice.