upgrades and return

[Moons111]

Hello, 

Our contracts are due to end next month, but we decided to upgrade last week. Unfortunately, only one device was sent, and the other was not, so we decided to cancel the orders and redo it later when we come back from our holiday. 

The device has been returned to EE on Friday, I believe, by DPD, but the account still reflects the new contract and doesn’t let me upgrade. 

I was wondering how long it takes for EE to process the returned device and adjust the account so we could upgrade again?

 Thanks. 

[Northerner]

Hi @Moons111 

It normally takes 7-14 days but at this time of year may take longer. Speak to EE CS on 150 and they maybe able to look into this further for you. 

Thanks 

[Moons111]

Apologies, but is there a link I could view where it says that a device must be scanned into a system within 14 days of being received? 

The problem is that I do not want to pay for something I do not have, and my bill is due soon. 

[Michael_D · Accepted solution]

Hi @Moons111 

There isn't a link that would say this, but the phone doesn't need to be scanned in within 14 days of being received. You just need to let us know that you want to return the phone within 14 days of returning it, then get it back to us as soon as possible.

Once the phone is delivered back to our warehouse it can take time to then be processed and the account reverted back to how it was before the upgrade. This can take 7-14 days, which is what @Northerner was referring to, but can be sooner depending on the volumes in the warehouse.

When the team have processed the return, a text would be sent to the phone in question to let you know it is back.

If there is a bill produced in that time, the following bill would reflect that it was changed back.

Michael

[richardsn1968]

why do the warehouse take so long its not fair on customers who pay thier bills on time and yet can't re-order becuase of warehouse delays which are not the cutomers problem. come on EE sort yourselves out. it just feels you get a kick out of refusing custom and re ordering.

[richardsn1968]

I was also told it takes up to 72 hours to be processed a return once recieved back at the warehouse surely they should deal with items as they arrive to prevent any back log and customers having to wait so long to place a new order

[Katie_B]

Hello @richardsn1968. 

Thanks for coming here. 

When was your order received at our warehouse?

Usually it takes up to 72 hours for your account to be updated, which will allow you to then re-order, however, during busy periods this may be longer. 

Katie

[richardsn1968]

It was recieved back on the 28th so 72 hours should be friday yet i am still being messed about by the sales team even though a manger has removed the return off my account they keep saying its still pending i spent 2hours on online chat to try to resolve and was told leave it an hour then re order sales again say you can't . surely a manger is higher than a sales person. do people not communicate anymore this is disgraceful and i even was ready to order and pay the upfront charge. i pay all my bills on time and this is how i get treated. I will try ordering on friday tomorrow and if i am unsuccessful again i will take this higher as i dont appreciate people wasting my time with thier appologies and sorry's as they don't mean a thing and no one seems to do anything about it. as a loyal customer this is really bad for me.

[richardsn1968]

further to this i have had the text from EE to say its been removed from my account and there are even notes about this on my account which the manager placed on there so why are sales ignoring what a manager has said, are they clearly incompetent or just ignoring the facts stated. I will find out who this sales person was and fed this back to the manager i spoke to.four days this has been going on for and i have had enough of all the messing around and excuses.

[Leanne_T]

Hi there @richardsn1968 

I am very sorry you the upgrade could not be ordered when you spoke to the sales team. 

If you're in touch with the manager who placed the notes on the account, please let them know this has happened and what they suggest to get the order placed. 

You can also contact our upgrades team by calling 150 and selecting upgrades, the guide will certainly see if they can get this looked into for you. 

Leanne.