Ingram delays

[Byzan_Tempest]

I upgraded the s25 ultra using enhanced trade in on my old s24 ultra. I was offered £645 and sent it off on the 18th of February and was received according to tracking on the 19th of February.

So far I have had no contact from three on ingram on this being received and I have, on at least 5 occasions now, been kept on hold with the three trade in crew for 2 hours + with the calls ending from me hanging up because I can't stay on the phone further.

I have received no responses from ingrams email since initially emailing them on the 20th

To put this into perspective on the 19th of February I sent off an O2 phone to ingram for recycling as I have another contract with them. They received it on the 21st and have sent me both the confirmation and payment email yesterday the 24th.

Why is it specifically the three department at ingram that are taking so long and ignoring their customers?

Why are they lying about wait times on the phone and refusing to pick up?

Can someone from three actually look into this

[Killer]

I’m having the same issue I’ve sent mine off and it was received on the 25th

i have no email confirmation of the device being received what should I do ?

[Mfox90]

Hi we are having the exact same issue what email did you use to contact?

[Byzan_Tempest · Accepted solution]

*final update*

Not sure why but I got an email from three directly stating only they processed a "refund" to my bank account for £645.

My guess is ingram last the phone but thankfully three is still covering it 🙃 Three my advice is to ditch ingram. So many people have been having issues with their department for you and you've always been good to us.

[JadeF]

Hey @Byzan_Tempest 

We appreciate you taking the time to come back and update us on what steps have been taken.

So glad we've been able to sort it for you!

Jade

[Byzan_Tempest]

*update* finally got an email from threetradein@ingram and they say they don't have anything booked in under my name DESPITE it being received on the tracking number THEY gave me

[Maxine]

Hey @Byzan_Tempest,

Welcome to the Three Community!

That's really not a great experience with the trade in.

When you'd spoken with the agent via email, did they explain what the next steps to this would be at all?

Maxine

[Byzan_Tempest]

They just asked for the tracking ID to find out what happened and I've had no response since