Switch Up - Phone blacklisted under Asset Watch

[Customer_101]

Has anyone else used the 02 Switch-Up service and encountered issues with IngramMicro refusing to proceed due to blacklisting from Asset Watch?

I recently used the Switch-Up service to move from a Pixel 9 Pro Fold to a pixel 9 Pro (non-fold), only to find out that the Fold phone is on a blacklist on Asset Watch.
As a result, the phone is not eligible for switch-up , and IngramMicro  will not send the old phone back without proof of purchase.

What confuses me is that the phone was purchased via O2 with Switch-Up, so how can it then be on a blacklist?

According to IngramMicro, some providers list phones on the watchlist to prevent them from being sold within the first six months of purchase.  if this is the case O2 should be aware ane be able to lift the block,  according to the O2 Rep I spoke with the old phone is not blacklisted and is eligible for Switch-up

I am currently not permitted to have the old phone sent back due to blacklisting and my proof of purchase is missing the IMEI number (thanks, O2, for that).

I still have the new phone. In essence, I will now have two phones I am expected to pay for but only be in possession of one of them.

Has anyone else been in this situation, and what did you do to resolve it?

[Customer_101]

this is the exact scenario that just doesn't seem to have a positive path forward.

[Customer_101]

Turns out the issue is due to the device being blocked via EE (BT). pity O2 cant figure that out.  Now of course next steps are un-clear, other than sending proof of purchase to Recipero

https://support.recipero.com/hc/en-gb/articles/18523425968146-CHECKMEND-AssetWatch-record-enquiries

[gmarkj]

Think this needs some further assistance @Dave-O2 ...

[Dave-O2]

Thanks for the tag @gmarkj 

@Customer_101 Can you please drop me a PM with some more details and I'll take a closer look 👍