Question

Pixel 7 Pro upgrade - Phone trade in offer

  • 25 October 2022
  • 65 replies
  • 1304 views
B
Rank
Userlevel 1

Good Evening,

 

Unfortunately this is another issue with the Trade-in promotion. I recently pre-ordered and upgraded to the Pixel 7 Pro. I then planned to trade in my existing phone a Samsung S20 5G. Other sites were offering around £200 for this, with ID Mobile/ Currys/ Carphone Warehouse Group only offering £160.

However as there was a special offer, when upgrading to the Pixel Pro 7, whereby if you trade in an exsisting phone you get an extra £150, I thought no brainer, I'll go with this trade in.

I sent my phone off in the provided packaging, however didn't receive any confirmation it had been received by Carphone Warehouse, luckily Royal Mail track and trace confirmed delivery. It states you should receive your money within 3-5 working days of reciept. It took me 7 days and that was with calling and trying to resolve the issue, as they hadn't confirmed reciept of my phone. I was passed from pillar to post and ended up being charged around £4 quid, in phone calls, on their helpline number for the privilege of trying to sort an issue of someone else's making.

At the time of writing this, I have still only received the £160, quoted for the trade in of my phone and not the extra money quoted in the trade in offer! I have sent emails regarding this to the trade in email address that is quoted, however I haven't had a reply, 36 hours later?

ID can you assist me with this painful process.

 

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65 replies

Tom
Rank
Userlevel 7
Badge +4

Hi @TomAG 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

 

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Tom

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T
Rank

@TomAG,

Have you been in touch with the Trade-in Team?

How long has it been since you got your original trade-in funds?

 

Kash

@Kash , thanks for your reply.

I've emailed a few times but never had a response.

I received the original amount on 11/11/22.

Kash
Rank
Userlevel 7
Badge +7

@TomAG,

Have you been in touch with the Trade-in Team?

How long has it been since you got your original trade-in funds?

 

Kash

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T
Rank

Hey, I'm in the same boat as others on here, could you please help @Kash @Tom @Mohammed ?

Thanks!

P
Rank

Just made an account purely to add to this thread. I haven’t received the trade-in amount nor the extra £150 despite doing everything that was required. I’ve called up CS plenty of times and keep constantly being told that it’s ‘being escalated’ but never hearing back, and emailed trade-in services several times without getting a reply. Not really sure where to go from here.

@Kash @Tom @Mohammed Would appreciate any insight/help :)

Mohammed
Rank
Userlevel 7
Badge +10

Hey @Matt6494,

Thanks for reassuring others 🤗

 

@Cheryl3318,

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Mohammed

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M
Rank
Userlevel 1

@Cheryl3318 I got mine resolved via this forum.

If you @ any of the support people on here (Mohammed, Tom, Kash) they can help.

Cheryl3318
Rank

Did anyone get this resolved I didn't get my funds either but it's that hard to get hold of anyone on the phone I gave up. 

Kash
Rank
Userlevel 7
Badge +7

@Matt6494,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

 

Kash

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M
Rank
Userlevel 1

Hi @Mohammed  @Tom 

I'm still waiting for my additional £150 having received my initial trade-in amount on 02/11. Could you escalate please as you have done so for other.

Thanks! 

Tom
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Userlevel 7
Badge +4

Hi @CBill 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

 

We’ll see you there. 

 

Tom

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C
Rank

Hello Mohammed, That would be helpful, there is no sign of the additional £150.00 and it has not been resolved yet.

Mohammed
Rank
Userlevel 7
Badge +10

Hello @CBill

Sorry to hear you haven’t received your additional £150.00 already.

Carphone Warehouse process these promotional payments separately to your original payment.

If this hasn’t been picked up since you escalated this, I can send you a PM here to look into this further.

Please let us know if you still need help.

Mohammed

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C
Rank

Well, I thought I was the only one, this is despicable behaviour and obviously CW/Dixons expect the majority to just forget about it?  When I sent back my Samsung I received the £50 but not the additional £150 uplift and after nearly 2 months wait and having written to CW and had no reply thank you Iainmic.

If this is how you treat your customers I don’t rate your long term prospects, this is straightforward dishonesty and I am sure that Google would have something to say about it if they knew.

Tom
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Userlevel 7
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Hi @Paul McMahon 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

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We’ll see you there.

 

Thanks, Tom

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Tom
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Hi @Yong 

 

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Thanks, Tom

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Tom
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Hi @Craig Ingram 

 

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Thanks, Tom

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Tom
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Hi @BirKy 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

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Thanks, Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Tom
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Hi @Dan Archer 

 

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Thanks, Tom

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Tom
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Hi @Alysonwood

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

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Thanks, Tom

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BirKy
Rank
Userlevel 1

Sent an email to the CEO today like Iainmic did to see if I can get any answers.

Paul McMahon
Rank

Exactly the same boat as many above. Pre-ordered for an enhanced £150 ontop of the £300 trade-in value for a pixel 6 pro (£450 total). A month down the line, I’ve only just received my box this morning after multiple calls and site visits… Essentially they can’t send a box out with you processing a second trade-in request, then they have to link your original order no. to the new one. 

I asked for confirmation that I would still receive the enhanced trade-in value and they said that they couldn’t promise that?!?! 

Is there anyway we can put together some joint claim against them, If I don’t get the money by next Thurs I’m going to refer to Ofcom. I’ll never use them again

Kind regards
Paul

 

BirKy
Rank
Userlevel 1

Nice one, gives me a little bit of confidence I might actually get the £150. 

 

Out of curiousity, what was in the email you sent? I will admit I'm not the best at complaining etc 

I
Rank
Userlevel 1

Yes Birky, I had already received the initial amount,this was the additional £150.

I hope you all complain to CEO,maybe if the numbers are high,it might actually get his attention.

Cheers

 

 

 

BirKy
Rank
Userlevel 1

Did you get the promotion amount too?

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