Firstly, I'd like to apologise for the long post. I'm having some issues with the Three Trade In ran by Ingram Micro and I'm looking to see if anyone has any advice on here. Before I go into it, I want to clarify that I have not called Ingram Micro via phone and have only communicated via email as I want to ensure all communications are in writing.
End of last month I upgraded my phone and decided to trade in my old model for a discount on my new contract, and was offered X amount. Received my new phone beginning of November and immediately posted my old handset to Ingram Micro in perfect condition. I received an email 24 hours later [19/11/2024] that there were no longer honouring £X and would now be offering me £Y [£100 less] due to the phone not being the same as I agreed to send [memory difference apparently??]
I immediately emailed Ingram Micro to complain and asked for evidence where I said I was submitting a phone I'd never owned, and explained that Three set up the trade in so they'd have the phone details from my contract/IMEI number etc so it could not have been incorrect. They replied 6 days later on 25/11/2024 stating "We are sorry to hear this, this has been requoted due to you providing a different phone - please let us know if you'd like to accept or reject". As I was already frustrated I had to wait 6 days, I then responded IMMEDIATELY and asked for evidence where I was trading in a model I'd never owned - no response.
That same evening, I decided to email a formal complaint highlighting both the service I was receiving, and my concerns surrounding the trade in. It was a lengthy email and was very professional, albeit was evident I was fuming. Baring in mind this was 5 days ago, I have had no communication since, no email, no calls, no response to my complaint and I'm currently without my handset [that I could have got more for elsewhere] and I'm down £450+.
I don't know what else to do, I am resistant to call for the reasons above. Does anyone have an email address for management at Ingram Micro or someone at Three that I can formally complain to?
I have been with Three for over a decade, never had any issues - however this may stop further upgrades/contracts in 24 months time.
