Ee refusing a return

kentguy07

I am returning my contract phone under the 14 day cooling off period, I got an email today stating they refused as I have not provided the imei number. When filling out the return it asked for one from the box (the phones still sealed) I couldn’t find the imei on the box it’s either not on there or two small for me to read, I informed them or this during the time I filled out the return, they are still refusing a return. I didn’t think there was such limitation to return law other than it has to be in to same condition you received it in and the phone is, it’s still sealed new, what confuses me more is that the emails are signed BT when the order was from EE directly on their website “an online order”

user1977

kentguy07 said:

what confuses me more is that the emails are signed BT when the order was from EE directly on their website

EE are part of BT, so that shouldn't necessarily be confusing.

kentguy07

user1977 said:

kentguy07 said:

what confuses me more is that the emails are signed BT when the order was from EE directly on their website

EE are part of BT, so that shouldn't necessarily be confusing.

I did not know I thought BT had their own network I was a bt customer 6 years ago….

Aylesbury_Duck

EE is presumably wanting to eliminate the possibility that you've switched phones.  There are plenty of threads on here where people have received packages without the product they ordered, and some forum members have advocated things like buying a duplicate item and returning the original under the second receipt when a poster has had trouble returning something.  You can see why retailers make these checks.

PHK

Every phone I've seen (iPhone, Samsung, Motorola) has the IMEI(s) on the packaging in printed and barcode form.  

Jenni_D

Which phone is it? If you Google for [model] IMEI number packaging you should find results which help you to find it on the packaging, especially if you select the Image search option. e.g. this search leads to:

https://www.quora.com/Where-is-the-IMEI-number-located-on-a-Samsung-phone

If you have an existing camera phone then you could take a photo of the packaging and then zoom the photo to try and see the numbers more easily.

kentguy07

Aylesbury_Duck said:

EE is presumably wanting to eliminate the possibility that you've switched phones.  There are plenty of threads on here where people have received packages without the product they ordered, and some forum members have advocated things like buying a duplicate item and returning the original under the second receipt when a poster has had trouble returning something.  You can see why retailers make these checks.

Well how many would advocate switching out a £1200 phone for another £1200 phone? When you could just keep it and not pay the bill if you are the dishonest type, I don’t see the logic there. I’m not wanting to be stuck with a £1200 phone that’s not great on a 3 year contract 

Aylesbury_Duck

kentguy07 said:

Aylesbury_Duck said:

EE is presumably wanting to eliminate the possibility that you've switched phones.  There are plenty of threads on here where people have received packages without the product they ordered, and some forum members have advocated things like buying a duplicate item and returning the original under the second receipt when a poster has had trouble returning something.  You can see why retailers make these checks.

Well how many would advocate switching out a £1200 phone for another £1200 phone? When you could just keep it and not pay the bill if you are the dishonest type, I don’t see the logic there. I’m not wanting to be stuck with a £1200 phone that’s not great on a 3 year contract 

The point is that a dishonest person might keep the £1200 phone and put a cheap handset into the box in its place.  I guess this happens often enough that retailers perform checks.

I don't think you'll be stuck with it.  It's a question of finding the IMEI number.  I think the clock on the 14 days stops once you've initiated the return.

kentguy07

Aylesbury_Duck said:

kentguy07 said:

Aylesbury_Duck said:

EE is presumably wanting to eliminate the possibility that you've switched phones.  There are plenty of threads on here where people have received packages without the product they ordered, and some forum members have advocated things like buying a duplicate item and returning the original under the second receipt when a poster has had trouble returning something.  You can see why retailers make these checks.

Well how many would advocate switching out a £1200 phone for another £1200 phone? When you could just keep it and not pay the bill if you are the dishonest type, I don’t see the logic there. I’m not wanting to be stuck with a £1200 phone that’s not great on a 3 year contract 

The point is that a dishonest person might keep the £1200 phone and put a cheap handset into the box in its place.  I guess this happens often enough that retailers perform checks.

I don't think you'll be stuck with it.  It's a question of finding the IMEI number.  I think the clock on the 14 days stops once you've initiated the return.

Okay thank you