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]

What an absolute shambles. I won't waste my time then as I've not been well. Between this trade in.,them mucking up my upgrade and trying to charge me £800 and also not notifying my broadband provider of my move to EE I am really unimpressed. They better honour the broadband bill payoff move as my bill has increased due to their incompetence. It clearly didn't state what they are telling you. I read the terms several times before deciding to upgrade. Also we got the double storage deal so sending it back could cost you more. The annoying thing is I moved my wife's number over at the same time and we could have done the whole thing in her name instead. I think after 24 months I will be going. The only positive for me was that because of the muck up they had to write off £265 from my phone because they don't do 36 month contracts (thank goodness!).

[Aprilacer]

I'm sorry again to hear about all those issues they have caused you. Who knows, maybe they will honour your trade-in offer as a gesture of goodwill if you ask them due to all of the other shortfalls caused recently.

I will probably have to seek advice from the ombudsman about this by submitting a complaint, and they charge networks £400+ for every complaint they have to handle so in the end, they are losing out one way or another. It's a shame because I like EE as a network but if they can't offer a compromised resolution for the misselling then I'll be forced to look elsewhere. 

I hope you manage to get everything sorted and back to better health soon. I'll update this thread with any outcome if I can.

[Usern4me]

They didn't honour the offer after the phone arrived. I have requested my call logs, logged the complaint with trading standards and with EE for breach of contract. I'd advise you to do the same as it appears to affect most of us. Not impressed with them tbh

[Aprilacer]

I'm waiting for all my calls and live chat contact data after submitting a SAR so once that comes I will submit my case. After being told by multiple advisors that I should be eligible before and after purchase, and then told to do this and that to obtain the promotion, it's been a shambles. 

I agree, this hasn't impressed me either. Deciding not to uphold the offer, even after they admitted that the terms could be clearer and then deciding that the offer isn't for New to EE Flex Pay customers after all but rather new customers altogether... this wasn't anywhere in the terms.

I'll keep this thread updated with how things are going. Hopefully the moderators don't close it.

[Aprilacer]

Finally got round to submitting my complaint after receiving my contact data from EE. I've gone to the Communications Ombudsman for now, so I'm hoping they can help with my case. I'll keep this updated.

[cantonbean1980]

I'll look forward to an update!

[Aprilacer]

The Financial Ombudsman have just picked up my complaint after a backlog they had, so I'll update this thread again once I have an outcome.