topic Re: So Many Questions-Why in Sky Mobile

So Many Questions-Why

William+Vincent — Tue, 31 Dec 2024 08:18:32 GMT

Could you please explain why after waiting two weeks and finally learning that my new phone supplied by Sky, that I have to re start the order process again. Not only that, it’s difficult to carry out the order on line as a Sky customer.
Why do I have to go through the whole process of credit check, sign contract etc in addition the wait of at least 5 days!
Why can’t Sky just replace the faulty phone?
Why can’t the replacement be delivered next day?
There are so many why’s.

Re: So Many Questions-Why

GD1 — Tue, 31 Dec 2024 09:32:01 GMT

@William+Vincent Have you spoken to Sy regarding the faulty phone? Below is the steps for return of a faulty phone https://www.sky.com/help/articles/sky-mobile-phone-or-tablet-repairs

You would need to post the full details of the issue, is the issue a phone fault or accidental damage?

I'm not sure why you'd need to order a new device unless the damage was not caused by a manufacturing fault?

Physical damage, including accidental damage (like a cracked screen or liquid damage etc.) isn't covered by your warranty. You might be charged for any repairs and won’t be eligible for a replacement.

Your repair options:

If you bought your phone, tablet or accessory through Sky, send it to us to get a quote for repairs.
Send your device to the original manufacturer to get a quote for the repair – see their website for details.
Use your Sky Mobile Protect Insurance.
Use your own insurance.

Re: So Many Questions-Why

caesarome — Tue, 31 Dec 2024 09:33:22 GMT

@William+Vincent

Your post isn't very clear, if you have a faulty phone then you send it off to be repaired or have you been told it can not be fixed and that you need to order a new one ?

Re: So Many Questions-Why

William+Vincent — Thu, 02 Jan 2025 12:27:16 GMT

Many thanks for your response and the info is much appreciated although I had seen this.

My phone is a new phone supplied by Sky (iPhone 13), the SIM is also supplied by Sky.

I have had the phone for about 3 weeks and due to Christmas and new year (I guess) even though I have had the phone there has be a delay in receiving the physical SIM as the eSIM did not work in the phone. Also my number being changed over.

The new phone would not make calls with the new sim ever, the wait has been for my old number to be changed in the hope that would correct the fault. It didn't.

So my new phone with my new SIM doesn't work. After 4 hours on the phone to various people in Sky it was finally diagnosed as a phone (new) fault.

Now in the 'real world' if something has been supplied to you and faulty it is exchanged yes?

Not in the Sky world, it has to be returned first 5-10 days. Then I order another one although I got someone to agree to at least take the order. BUT, I had to go through the process again of credit check, sign contract etc. Now wait 7-14 days for the new replacement phone.

Complete madness. Oh and having taken me 4 hours on the phone to get the phone fault diagnosed, it took me 2 hours to order the phone the next day! Great this Sky.

Re: So Many Questions-Why

William+Vincent — Thu, 02 Jan 2025 12:42:35 GMT

Thank you for your response and sorry it is not clear. Hear is why I don'tthink that I should send it off for repair and if not repairable then order a new one.

The phone is less three weeks old and never been used in anger. By that I mean a new phone supplied by Sky with an eSIM originally which didn't work.

So a physical SIM was sent (5days) because of Christmas I suppose. By the way when the physical SIM was inserted the phone would not make call only receive. Long discussion with Sky technical and agreed to wait until my 'old' number was transfered to my new phone as that was possibly the issue.

Again because of Christams number eld up but when it was transfered - same problem. 4 hours on the phone and finally diagnised as the new phone is faulty. I wasn't going to accept then a send in the phone and we will check it out for you, would you?

Then I was told to send the new phone back and then order another one. Which I have done to cut a long story short. Although it took me another two hours to order the phone, credit check (again), sign contract again etc.

My question throwing it open was why in the real world when you buy something and it is faulty it is exchanged, why is that not the case in Sky's world?

Thank you for your time and response.

Re: So Many Questions-Why

PandJ2020 — Thu, 02 Jan 2025 12:53:17 GMT

@William+Vincent wrote:
My question throwing it open was why in the real world when you buy something and it is faulty it is exchanged, why is that not the case in Sky's world?

They will but they won't send a replacement the next day. (You shouldn't have to order a new one but that's the only way of speeding the process up)

Upon returning the phone they will assess whether a replacement or repair is appropriate, as per consumer law. (You have additional rights within 30 days)