Returns

[RubyRoxx]

Hello,

I have been trying to get hold of someone for a few weeks. I don't have time to sit on the phone for HOURS! I need to return my old phone but haven't received your pack. I was told I had to return within 14 days, which has now been three weeks.

Please send me the pack, as I do not want to be charged for the phone. I don't know what has happened to your customer service, but it has completely gone down the pan.

[Schockwave]

Hello @RubyRoxx ,

Welcome to the community,

I rang customer service this lunch time and it certainly did not take hours for them to answer,  it was about 15minutes. 

If you have asked for a return package within the 14 days, then you will be fine, as they know you want to return the item and should be on their system, so down to them when you receive return package, you will not e charged for the phone.

[RubyRoxx]

Well, your experience was much better than mine. Did you specifically go through to returns? In the past two weeks, I have tried calling and have been waiting for an hour and have given up because it is a ridiculous time to wait.

Do you work for EE? As you are telling me, it will be fine! This doesn't help my situation AT ALL!! I was hoping to get a response from customer service as I have tried every other avenue and have been unsuccessful. The line for returns gives an email because they say the wait times are long. I haven't had a response from the email they give out either. So I would say there is a bit of a problem. And as a long-serving customer of EE, I am incredibly disappointed!

[Schockwave]

@RubyRoxx , no, I do not work for EE, I am a customer like you. It depends when you rang them. If they are not able to pick the phone up, hang up and try again. When trying at the weekend, then you may have a longer wait for someone to pick up the call. It may also depend what department you are trying to ring, possibly. I have never waited longer than 30 minutes for someone to pick up the phone.

Actually, this is what a member of staff wrote to someone else with the same question as you, once you have requested the return package, even if it means returning the product after the 14 day cooling off period, it will be ok, as the date of request is what counts.