Tampered seal on new iphone 16 pro

[Nataliutkarsh]

 

Hi, 
I ordered an iphone 16 pro from EE using buy sim free device service. I received the device almost 7 days later since they didn’t have it in stock. Upon receiving my friend opened the device as it was a gift it had a tampered seal or maybe it was resealed. The very next day I made a complain and the colleague said it would be exchanged next day. Also, I requested to get a call from manager, she said it would take two working days for exchange. Today it’s almost a week following up for days, I spoke again to one of the service managers named Scott, he said we can’t exchange since it’s just an issue with seal and not the device so it cannot be exchanged. Also, later states it’s some devices which are opened for QC maybe your might be one. That’s somethign which is not mentioned on the website or it states while ordering and how would someone feel comfortable using  new device which was previously opened. One of worst customer service experiences I had since they were not even calling what’s the update on the device from their end. Any help would be greatly appreciated. 

[Peter_W · Accepted solution]

Good afternoon @Nataliutkarsh.

Welcome to the EE Community!

Sometimes a small number of phones will be opened for quality control, but these should be resealed once this is completed. 

Also were both the top and bottom broken, or only one of them?

The paper seals on iPhones can occasionally be damaged in transit, but I definitely want to make sure we've looked at every option we can here.
Peter

[Usamir]

Hi Peter,

Not sure if you can help, but I have received a Pixel 8a with a broken seal.

What can I do, it is a gift for someone, so can't give it like this,

Thanks

[Peter_W]

Good evening @Usamir.

If this is a gift I can totally understand why you'll want this to remain intact. 

If you reach out to our customer care team, they'll be able to take a closer look into what options we have to help here 😊

Peter