topic Re: Device Swap: Reduced by £110 due to 'hardware fault'? in Archive

Device Swap: Reduced by £110 due to 'hardware fault'?

jlsmith3110 — Fri, 18 Feb 2022 08:43:28 GMT

I have recently sent back my iphone 11 in immaculate condition and fully working order and this morning received a message to say the phone has additional damage and to check my account. Upon checking my account there is no detail, so I have called this morning to request further information. Does anyone have any ideas or experience in what this could be? Sky have reduced the value 50% so I am keen to understand why.

Re: Device Swap: Reduced by £110 due to 'hardware fault'?

63johnw — Fri, 18 Feb 2022 08:50:22 GMT

Hi @jlsmith3110 perservere on the phone. Ask for proof of the damage, there have been a few similar reports and once pushed, full valuation was given.

Edit. https://helpforum.sky.com/t5/Sky-Mobile/Details-of-additional-damage/td-p/3856851/page/2

Re: Device Swap: Reduced by £110 due to 'hardware fault'?

jlsmith3110 — Fri, 18 Feb 2022 09:18:31 GMT

Thanks @63johnw , I am waiting for a callback from the Swaps team. I'll be very interested to see the proof of damage! I'll let everyone know how I get on 🙂

Re: Device Swap: Reduced by £110 due to 'hardware fault'?

skypuffy — Sat, 19 Feb 2022 08:22:07 GMT

@jlsmith3110 and @63johnw

I never had an issue when I did previous swaps for a new phone (which now I find very strange with these occurrences happening with fellow customers).

Many thanks for the heads up. I'm planning to do a swap for a S22 and as a precaution, will be taking photos of my handset before I send to Sky in case this occurs again.

Re: Device Swap: Reduced by £110 due to 'hardware fault'?

jlsmith3110 — Mon, 21 Feb 2022 09:34:05 GMT

Just to update on this, I called Sky back this morning having not heard anything back from Friday. Sky told me there is a hardware fault where the phone doesn't connect to the computer (I had the phone connected to my computer almost daily as I work from home) so again I asked for evidence. I was then transferred to the Swap team (which was meant to be happening Friday) and a very polite lady said she would help the best she could but there was no information she could see. She then transferred me to the company who deal with the swaps (Ingram) who have said there is a note to say 'spot on camera' and nothing else. The plot thickens! The guy at Ingram said there is usually some images to explain the issue but there wasn't so he's emailing the factory to ask for images and I should call back later to find out more. Is it me or is something not right here? It's not clear what the actual reason is for reducing the price of the phone and I'm getting the runaround because there isnt the required information that corresponds between the companies!

Re: Device Swap: Reduced by £110 due to 'hardware fault'?

skypuffy — Mon, 21 Feb 2022 10:28:32 GMT

This doesn't sound right to me? There are so many issues been posted regarding Sky Mobile services recently?

The day when I send my phone to Sky for my swap, I'll be calling Sky on the day to address this issue about other customers dealings with their swap, and to let them know, I'll be taking pictures of my current phone as backup in case this happens.

What's noticeable as well, trade-in values have been considerably higher, especially for Samsung devices......

Re: Device Swap: Reduced by £110 due to 'hardware fault'?

jlsmith3110 — Fri, 25 Feb 2022 20:22:29 GMT

Still no resolution on this. The 3rd party have now returned the phone to me. Sky said someone will be investigating this on 26th, we shall see..