Details of additional damage

[jules+x]

Thank you @Melissam87  so do I.

[awais33]

Can anyone with knowledge confirm if this is a common issue with Swap? I have currently ordered an iPhone 13 Pro Max and would hate to have this occur to me when I decide to upgrade. This is making me want to cancel my order.

[jules+x]

Of late seems to be but saying that I sent an immaculate iPhone off last year and got the full quoted price for it.  

[Melissam87]

I've had 3 different swaps with them now and my parents and other family members all have them too and I've never had this problem before over the last 6 years! So when I received 2 of the same emails for 2 different iPhones I was swapping I think there must of been some kind of error or mix up either with sky or the company doing the checks for the swap?! I got the 13 pro max it's awesome and hopefully won't have the same issue again next time! I have to say they are great any time I've had a problem and was really shocked when they said about the damage as I knew there was none! They have fixed it n gave me a full refund but they left me a voicemail to tell me so will give them a call tomorrow and see if I can find out what the hell happened!😂😘xxx

[Jock6969]

We have swapped the iPhone 11 over a year ago and had no problems, so was shocked when sent the 12 back and got offered half the price for an immaculate phone.

will see what they come back with in next couple of days evidence wise - I asked them to include photos with the devices IMEI number to validate it's the device I sent back, even if they offer full price now I'll be taking the complaint further.

45 minutes spent on the phone to them so far being passed between departments.

[caesarome]

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@awais33 wrote:

Can anyone with knowledge confirm if this is a common issue with Swap?

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I wouldn't say it is common judging by just a few posts on here with it so the thing to do when you are ready to return a device is to take photos of it from all angles to prove there is no damage if you need to.

[Jock6969]

Quick Update, Sky have come back after swiping the pictures and stated the phone is in immaculate condition and have given me the full original swap value. 

[Melissam87]

Brilliant that's exactly the same as what happened to me! Really annoying tho but glad u got it sortedxxx

[peaches50]

So glad I've found this thread- just had the same email and the phone was immaculate when I sent it yesterday- I'll be on the phone in the morning demanding to know what the damage is. Seems like a scam because I've never had this problem with Sky Mobile before and I've been with them for years

[Melissam87]

@peaches50 I don't know what's happened but there has to be some kind of problem! Hope u get it sorted lovexx

[Jock6969]

I'd hazard a guess that they may of changed the company they use to check the phones over, as didn't have a problem previously and doesn't make for a good customer experience.

they should at least provide details and photos at the point of them saying your value has changed.

suspect they will be a few people that don't see this thread and get stung.

[peaches50]

Thanks @Melissam87 - I spoke to them this morning and the guy was helpful but said that they need to give 72 hours before they can chase up a response. I have asked for pictures and IMEI (he asked for it but I refused as they should tell me) as there were surprise surprise no pictures attached to the email they had allegedly sent. Will keep you posted

[jules+x]

@peaches50 

When I rung up about the supposedly cracked back on my iPad i sent in. Which was not cracked when I received it back. They checked the photos that the company they use sent and they agreed it was not cracked and said of I send it back in I would get the full quoted price but I declined as it came back slightly bent so o recieved it back worse than it was when I sent it in as it was perfect when I sent it, also I was to;d to send it off with the power lead, so I did and it came back without it but sky credited my account with £20 to get a new one, heard nothing else about my complaint of recievimg the iPad back bent but got another credit of £15 if that's supposed to be to compensate the damaged device they are having a laugh.

[jules+x]

It's a joke just called back and they said because I declined to send the device back for the full asking price they have closed my case 😡

[awais33]

Sky Employees on this forum need to chase this issue up with Sky for us. As a user above mentioned, it does look like Sky changed the company they work with and it is having a negative effect on their image. Nevermind the long wait times to order a phone in the first place!