Details of additional damage

[Dee2139]

I have tried to complete a swop with sky mobile and after getting a value for the swop, this has now been reduced and I have been told the device has additional damage. I have had a  message saying to log onto my account to see further details as I have no idea what it could be and they have halved the original valuation. Where do I see the further details ? I have logged on and there is nothing under the swop tab or no further details in a message.  This is the second time this has happened on a swop and the first time wasn't so bad as there wasn't much left to pay, but it is frustrating it has happened again and I do not agree with the additional damage (unless it's been damaged I then post). ...

[GD1]

---

@Dee2139 wrote:

I have tried to complete a swop with sky mobile and after getting a value for the swop, this has now been reduced and I have been told the device has additional dam

---

The forum doesn't have account access, you will need to call Sky to resolve this.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[Dee2139]

Thank you- I'm just trying to find out where to read the further information I have been sent about the damage.  I can't find it when I log in....

[Richard+W+J]

I had the same issue recently on a swap. Phone was in perfect condition when sent back, but then they said there was additional damage and nearly halved the trade in value. I too could find no details of the damage so called them. They said it was 'screen burn', so I challenged it. The guy on the phone filled in a form on the call and sent it off. Next day, I had received the full value instead.

[Dee2139]

Thank you! I will give them a ring and find out. This is the second time it's happened so I will definitely challenge it this time.

[Lisa-P1987]

Update – Thanks for chatting to us Dee2139 . We are still waiting to discuss with you about this. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[Melissam87]

Hey did u get this sorted? I have the same problem no details of said damage on my account so I called them tonight and they are saying it's screen burn! The iPhone is in perfect condition not even a scratch n I just took out another 4 contracts with them! I have challenged it so they said they will do it again and send me pictures of the screen burn but it's usually a ghost image and might not be visible in the photo so why half the bloody price of my device?! Really annoying!!!xx

[Dee2139]

Hi

Yes - I did get it resolved. I complained and spoke to a really helpful guy and they gave me the  value they had originally quoted.  I did  get 3 different values though as the phone had been returne to me whilst this was being resolved so it appears to be a very random way they give you a value!!

Good luck! 

[Melissam87]

@Dee2139 oh that's good! Fingers crossed haha! Thanks so muchxxx

[Jock6969]

I have also had my price halved for the trade in with no details, I called Sky tonight and they said it was screen burn, I have challanged and asked for pictures as it was in perfect working order with no scratchs or marks and certinly no visable screen burn on the IPhone 12 - I have been advised that someone will get back to me in the next two days. 

[awais33]

This is a bad practice from Sky. If you are going to offer a service, do not create unnecessary troubles. 

[jules+x]

I recieved my iPad back yesterday after declining  the revised offer, they tried to say it had a cracked back, but when I examined it on receipt it had no cracks anywhere on the device, but sometime between me sending it off and receiving it back it now has a bend in it 😳.  Contacted the swap team who rung me back today and they said they would ensure if I send the swap back off that I would get the full price I was originally quoted after they viewed pictures from the company that valuate the devices and agreed there is no crack on the back, but I  said no thanks will keep it and then mentioned about how I recieved the device back with the bend, had to send them photos of the device and packaging now waiting on a phone call, not happy at all.  

[Melissam87]

After them saying my first iPhone (my sons) they received had additional damage (phoned and they said screenburn which there was not) they said someone would contact me within 5 days, I got an email the next day to say my iPhone which I was also swapping also had additional damage!!! So I said to send photos of said screenburn on both devices as they were offering half the trade in value! 
I got home today to a voicemail from someone from sky saying hi we have checked ur 2 iPhones and can see there is no damage or screenburn on any of the devices and will amend ur bill with the full trade in price for both handsets! 
mum really glad but it is absolutely ridiculous to offer half the price of a device with no damage and then when u ask for photos of evidence they say oh there's no damage so we will give u the full amount!!!! Hope they do the same for u cos it's an absolute shambles!!!

[jules+x]

Glad you got the outcome you should have got in the first place.  I am gonna keep this device but told them I want a reduction in the price I still have left to pay (13 months left on contract), for the damage that occurred sometime after I sent the device off to them.  But I think they need to change who values there devices as something not right, seems like they make it up as they go along (INGRAMS is the company they are in Norwich).  

[Melissam87]

Definitely Jules they must be conmen who work there doing the checks bloody ridiculous and to send u it back damaged is terrible and they should be writing off ur final 13 months!!! Hope u get it sorted!😘xxxx