Upgrade to Pixel 9 Pro Fold with Trade In

[Nickm11]

I'm trying to upgrade to the Google Pixel 9 Pro Fold with a trade in of a Samsung S20 128GB device.

Upgrade | Google Pixel 9 Pro Fold | Deals & Contracts | EE The link here says you can trade in any eligible device for a £26 a month discount on air time plan for 24 months, but I am being told on the phone that this is only applied if you trade in another Pixel device.  What information is correct?

It allowed me to run through the upgrade online, but wasn't honoured when speaking to them on the phone!?

Purchase the Pixel 9-Fold and trade-in an eligible device to receive a £26 monthly discount applied over 24-months (£624 via bank transfer for new to EE flex pay customers).

Trade in an eligible device in any condition (see full list below) and get one of the below new Google Pixel 9 devices on a 25GB or higher plan to qualify for the Trade-in offer.

Samsung	Galaxy S20
Samsung	Galaxy S20 5G
Samsung	Galaxy S20 FE 128GB
Samsung	Galaxy S20 FE 256GB
Samsung	Galaxy S20 FE 5G 128GB
Samsung	Galaxy S20 FE 5G 256GB
Samsung	Galaxy S20 Plus

[Peter_W]

Hey there @Nickm11 

Welcome to the EE Community, and thanks for reaching out to us about this. 

I've had a check over this upgrade myself, and it is giving me the option to select a the handset you've mentioned for the £26 discount. 

Did you process the upgrade online then get asked to call afterwards, or did you specifically call up originally?

Sometimes offers we have available online will be exclusive.

Peter

[Nickm11]

Hi Peter,

Thank you for replying.

I'm initial order was done online, I was then sent a SMS asking to call to discuss.

Went through all the details again (not sure why) agreed all docs etc. She then said there was an error when trying to finish the order.  She spoke to her manager who said it was due to the trade in and it had to be a Pixel device to get the £26 a month off for 24 months.

Since looking again and posting here, I have put my order in again to see if I get the same result.

Thanks,

Nick

[Debbie_G]

Thanks for getting back in touch @Nickm11 

Let us know how you get on.

Debbie 🙂

[Vikingdave]

I had a very similar experience when ordering the Google Pixel 9 Fold and trading in my Samsung Fold. The process went smoothly until I reached the checkout page, where the trade-in option was removed. After speaking with three different representatives, they discovered that my friends and family discount was preventing the trade-in from being applied. As a result, they had to manually process the trade-in.

[Jogrif04]

So my partner was trying to trade in her Google Pixel 6 Pro and has the same issues. 

She was informed that there was an issue with the website and she shouldn't have been offered that deal. She pre ordered the day iof the Google announcement and then it took about 3 days for them to text. 

The offer showed via the app and website. 

She then argued it with screenshot and EE eventually honored the deal so it's worth preserving for the offer they are showing

[Nickm11]

Had another text from them to call again about my existing order. This time I was transfered to another department. They couldn't believe how good the deal was to get £624 trade in for a Samsung S20, but they have honoured it and will apply the discount manually.

The offer is still live on the website, so maybe it isn't a mistake.

Let see when and if the device turns up.

[Slothonaut]

I ordered the phone online based on the trade-in offer as well and also went to the store + called. I am a new customer and at no stage in the order process I was offered the trade-in. I understood from the hotline and the information on the website that I need the IMEI of the Pro 9 Fold and use it as a voucher code on the trade-in page. Isn't this the correct approach? 

[Sdlac]

Hi, 

Is it possible for someone to reach out to me about this please. I'm a returning customer and have had a nightmare trying to sort this.

I've raised a complaint online, but the turn around time is listed as 7days and the offer ends tomorrow. 

From the website

'Purchase the Pixel 9-Fold and trade-in an eligible device to receive a £26 monthly discount applied over 24-months (£624 via bank transfer for new to EE flex pay customers).

Trade in an eligible device in any condition (see full list below) and get one of the below new Google Pixel 9 devices on a 25GB or higher plan to qualify for the Trade-in offer.'

[Chris_S]

Hi @Sdlac Great choice of phone there! The new Google pixel 9 Pro Fold looks like an amazing device!

You've found a great offer there, have you already placed an order for the device?

Chris S