Hello
I recently upgraded to the new iPhone 12 Pro online. But there was an issue with my swap returns packaging and rang up to ask to have a new envelope sent out. I spoke to a guy called Carl in Glasgow and he was super helpful. He even took ownership of the issue and sent me text messages to update me with the replacement packaging process and let me know by text when it was sent out to me.
Safe to say the following day the returns packaging arrived and I'm able to complete my swap with ease now. It's rare to have an advisor take actual ownership of a situation and show that they care beyond just the time they're on the phone to you for. Having working in a contact centre before it can be disheartening not hearing you've done a good job so I wanted to make sure he got the recognition he deserved. I feel he really went the extra mile with my query and got it sorted quickly and understood the detriment I'd be under if I wasn't able to send my old handset back in time to retain the value and quote given to me at the time of the swap.
So thanks very much Carl. I appreciate you taking the time out of your days to update me on the case by text. Once again great service from Sky - 10/10
- Adam
