Trade In information?

[danaG]

i ordered the new iPhone 16 and ordered a trade-in for my iPhone 14 which, with the offer, came in at £396. I was really pleased with this and opted for it to be paid into my bank.. Well, after almost two weeks of waiting i finally received the packaging to send it away but letter enclosed stated that my quote was now £236. Obvs was disappointed, and emailed to find out what happened. After waiting a whole week, i finally got a response from 3/Ingram Micro that the quote of £236 is also in addition to the extra £150 (even though none of their communications with me state this). I also have no record of the original quote as its nowhere to be found on my account! My phone was delivered to 3 via the packaging yesterday morning (9 Oct) and i still havent received any confirmation that 1. its been received or 2. the money is on its way sent. Can ANYONE confirm? It takes DAYS to get a response via email and getting through on the phone has also been impossible when i tried! Not to mention hours are only 9-5 mon-fri which is far from ideal when working full time. Can a 3 staff member respond, or anyone thats had/having similar problem? 

Thanks in advance 

[SamB76]

Same issue here. Been waiting for my call to be answers for over an hour and no response to email. Three customer support won’t help on phone or live chat. It’s ridiculous.

[KateS]

Hey @SamB76,

I'm sorry to hear you've had troible getting in contact with Ingram.

What's the current status of your trade-in? When did you send your device? Also, has the payment been confirmed by Ingram yet?

Can I also check - are you a PAYG or Pay Monthly customer?

I'm keen to help,
Kate

[Emm]

Hi @JonathanB 

You know very well that there are numerous users here that says the customer number of Ingram don’t answer their calls but that’s the only solution you have been given across, 3 is a very bad company to deal with to be honest 🤦‍♂️

[PeteG]

Hello.

The majority of users who are contacting the team are getting through, and we have tested the number whenever someone has mentioned it just in case something is wrong, but we've haven't come across an issue getting through to them recently. 

Pete. 

[SamB76]

 

[PeteG]

Hello, Dana.

It's disappointing to hear the upgrade and trade in offer hasn't worked out as planned. It certainly sounds like something has gone wrong.

It isn't something that can be investigated from here, as this is a customer forum. No one has access to customer accounts from here. It sounds like the Support Team on Livechat might be a good bet for you, speaking to the team there should hopefully yield some results. 

Pete.

[Chelslily10]

The support team won’t help you as they say it’s not them it’s Ingram that you need to speak to.  They don’t answer 

[JonathanB]

Hi @Chelslily10,

If you need support with Trade ins, here's the number for Ingram: 0333 400 8296 and they're available 0900-1700 Monday to Friday.

Thanks,
Jonathan

[Mark5]

They arent available, thats what everyone is saying, what are you doing about it? I am currently waiting over an hour on my second attempt at calling them today, they have not responded to my 5 emails that have been sent over the last week. If anyone reads this, do not send your old phone to these people, this looks like a scam and I will be going to the ombudsman about it