Trade

[VS]

I sent my phone to your trade-in contractor, and two days later, I received a message from them stating that my phone had not been received. In response, I provided them with the tracking number, post office confirmation, and Royal Mail delivery confirmation.

The following day, they got back to me, claiming they couldn’t pay for my phone as initially promised because they believed the phone’s memory was smaller than specified. However, the memory capacity on both the label of the original box and the phone itself clearly indicates it is larger than what they stated. I responded by sharing a photo of the label from the box and asked them to verify that they had the correct device, as the IMEI of the phone I sent matches the one on the label. It seems there has been a mix-up on their end.

Since then, it has been two weeks with no response from them despite my efforts to follow up via calls and emails.

Can you please assist in resolving this matter?

[JonathanB]

Hi @VS,

I'm sorry to hear about your experience. If you're unhappy with or disputing the revised quote for a device then you can ask for the device to be returned to you by the Trade In team, so in the worst case scenario you don't need to go ahead with the trade for a lower amount than the original estimate.

In terms of the device we're discussing, was this originally supplied by Three? If so, we may have records of the storage size and variant of handset on our end. Or if purchased elsewhere, do you have a proof of purchase document that you could attach to an email to the team?

Have the team acknowledged the email at all when you've raised the dispute?

Thanks,
Jonathan