Broken iPhone 17

[digglerthelegend]

I need some advice please:

The button on the right side of my iPhone 17 (the one used for Apple Pay etc) has stuck and cannot be used.  I have taken it to my nearest Apple Store (over 30 miles away), as I happened to be in the area for work, and the team in the store told me the button needs replacing along with the outer casing.

I called Sky this morning and was told that I would need to send my phone back to them, they would assess, fix, repair etc and this whole process could take up to 10 working days.  When I asked about what do I do without a phone for 2 weeks and do Sky send a replacement I was told they don't and I wouldn't be offered any kind of compensation or reduction on my bill.

Is the information correct or have I just had an inexperienced call centre employee?

[63johnw]

Hi @digglerthelegend  what you have been told is correct, sky do not send out loan devices. You could use your sim in another device while your phone is away. 

[digglerthelegend]

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@63johnw wrote:

Hi @digglerthelegend  what you have been told is correct, sky do not send out loan devices. You could use your sim in another device while your phone is away. 

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@63johnw and if I don't have another device?

I understand the loan situation but to point blank refuse any sort of bill reduction while i'm unable to use my phone is unacceptable.

(Just for background, I have done nothing to cause the issue with the phone , it's happened purely by chance).  

[Daniel0210]

@digglerthelegend 

Once your phone is fixed and you have it back you could call Sky and ask if they are willing to credit your account as a good will gesture but they're under no obligation to. 

[PandJ2020]

Unfortunately, you have no legal right to a 'loan' phone.  Your rights only extend to repair/replacement.

However, I had a quick google and some providers do offer such a service but does seem a very small minority.

Likewise, for the period where you cannot use it - any credit would be goodwill.  (Data isn't lost as it will go into your Piggybank)

I would also be suprised if the whole process was complete in 10 working days.

[digglerthelegend]

@PandJ2020 

@Daniel0210 

@63johnw 

Thank you, looks like it's a trip to my nearest Apple Store who will order the parts and do the repairs in about an hour.

[PandJ2020]

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@digglerthelegend wrote:

Thank you, looks like it's a trip to my nearest Apple Store who will order the parts and do the repairs in about an hour.

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Nice!  Warranty repairs are often best performed by the manufacturer.