Upgrade to Pixel 9 Pro with Trade In

[cantonbean1980]

I have tried to action this offer, which was why I decided to buy the phone via EE but when I try to input my new Pixel 9 Pro IMEI, it just keeps saying invalid promo code. Can someone please assist me in carrying out the trade in? I see others are having similar issues. I am glad I took screenshots. If this cannot be actioned I will be cancelling my upgrade.

[cantonbean1980]

see my reply to peter!

[Leanne_T]

Thanks for coming back and letting us know @cantonbean1980 

Have a lovely weekend 🙂

Leanne. 

[coolerking10]

Hello, hope you didn't mind me asking but did you finally manage to get the trade in finalised. I seem to just be being bounced between the EE store and 150. Each saying is the others responsibility to help me.....

Thanks in advance. 

Steve

[cantonbean1980]

Not sorted yet. I had a major issue where they messed up my upgrade and would debit me £802 on the 2nd! I was on the phone for nearly two hours sorting it. I mentioned the trade-in several times as they had to change my contract type to resolve the issue and was told it would be fine. Likewise have asked for me to provide proof of purchase and the IMEI via email this morning but only just sent it. They implied in the first email new customers only but I told them that it was not what the terms and conditions said as it said new to ee flex (which I am). Annoyingly I hadn't screenshotted that bit. I won't back down and that is confirmed elsewhere on this forum. On the whole EE has been brilliant with customer service, but the only reason I went with the upgrade was due to the trade in offer. 30 days does sort of make sense because of the 14 day return window but the person who fixed my contract issue said the handset IMEI is on the system so it should be ok to action it. Will let you know when hear back and please do the same.

[Aprilacer]

I'm at a similar stage to yourself. I've emailed Likewize with my proof of purchase, and they have escalated this for me.

This process has been a nightmare! Ongoing since I bought the phone back in August. It started off with several back and forths between EE and Likewize, each of them sending me to the other. Likewize said wait for 30 days, which I did, so EE finally looked into it and decided that I needed to open an FCA complaint? It didn't sound right, but they said they cannot help further at this stage and because I wouldn't have taken out the flex pay plan without the trade-in, it had to be this outcome.

They looked into the complaint and didn't uphold it, because it's not a plan issue of course, so they closed the complaint and told me to email Likewize to get it sorted. Really hope Likewize can help us here. Similar to you, I was a SIMO customer moving to a Flex Pay Plan for the first time, so should be part of the offer. Your screenshot does show this and I have a full page screenshot too which EE have asked for multiple times now and each agent did say that I am eligible for the offer.

I'll keep you updated! If they don't uphold this offer, I think we need to ask for deadlock letters to speak to the ombudsman/ofcom.

[cantonbean1980]

Yeah I fear we are going to have to end up down that route. I was asked for new IMEI. Then they asked for all the information for the Pixel 4XL I want to trade in. Provided that and got this email earlier. It also doesn’t make any sense because I think the IMEI 1 they are referring to is the 4XL I sen through when it is the last 8 digits of the 9 Pro that should unlock the trade in credit. To be honest I have been too tired to deal with it quicker. I usually buy direct from manufacturers but because the EE trade in offer was better on older handsets I upgraded. I have actually had very good service from those I have actually spoken to but the experience of both the trade in and the issue of trying to debit me £802 in two days time due to mucking up the upgrade has been terrible. Not a pity card, but as I suffer with long covid I don’t need to be dealing with these sorts of problems. Email below:-

Good afternoon, 

Thank you for your email.

I appreciate you providing this. I have sent a request to see if this can be chased with EE. In the meantime I would keep periodically check to see if the last 8 digits if the new device IMEi (1) are recognised. I Should I receiev an update I will reach out to you.

If there is anything else I can assist you with, or you have any further queries please do not hesitate to contact me. 

[Aprilacer]

I get what you mean and I hope you manage to recover soon. My phone was delivered the day after I had surgery so having to recover whilst also working and having this situation to keep on top of is exhausting.

I heard back from Likewize just now, and they've said:

I can confirm that I raised this internally for you and I was advised by our back office that we are now up to date with the IMEI numbers.
We are provided IMEI numbers by EE periodically to update as promotional codes for the trade in offer. 
This means that if yours is not working currently, then EE have not confirmed that you are eligible for the promotion. 
This is why we recommend speaking to EE to see if they can assist you further by processing your IMEI number to us, or confirming to you that you are eligible. 

I've told Likewize that EE confirmed I should be eligible, but that seems to mean nothing until Likewize gets the IMEI from EE which I have no control over. Looks like I need to speak to EE for the 8th or 9th time now, unless one of the community managers here can offer assistance? Doubt I'll get time over the next few days to stick on the phone for an hour like last time. 🙄

I'll update this thread with whatever happens next...

[cantonbean1980]

This upgrade and trade in have not been a good experience for both of us! I am also waiting to hear back from EE now.

[Aprilacer]

Yeah it's not been good at all!

I managed to speak to EE whilst I've been working, but it's a pain having to explain the situation to them every time, including explaining how the offer works as no one seems to know anything about these offers, which is fine, just makes everything harder starting from scratch each time I call them. Anyway, they've had to open another complaint for me (I didn't ask to open one, but it seems this is the only route they have whenever I bring this issue up to them) so now I'm waiting to hear back from EE too.

The CS advisor said I should speak to Likewize, but after I explained that Likewize don't want to help further at this stage, they passed me to the Complaints Team and they will try and contact an internal team that deal with trade-ins. Fingers crossed for some good news as the person I spoke too sounded helpful.

[Aprilacer]

I've just heard back from EE complaints and it's not good. They said the offer is for NEW customers so because I upgraded, I'm not eligible. I said that it states "New to EE Flex Pay" which I am, having never had a flex pay account in the past. The agent agreed that it could be clearer, but basically it's for new customers so I can't have the trade-in. I mentioned I spoke to Live Chat who said I should be eligible for the trade-in offer, but this doesn't matter because he said that just because someone said I am eligible, doesn't mean that I am. So the terms are unclear, admitted by the phone agent and I've been lied to by the Live Chat agent. Great.

They've offered me a return which isn't ideal because I've been using the phone for 1.5 months now so everything has been transferred over, I've missed out on Pixel 9 trade-in offers from other networks and there is the issue with the additional credit checks on my file for something I would no longer have.

They said they're sending me a letter with this outcome so I can take this complaint elsewhere which I think is quite shocking. I've been with EE (and orange) my whole life of owning phones and I think this might be about to change.