Has Sky ever lost anyone's swap phone once delivered back to them? What was the outcome?

[Skink1977]

Hi All,

I swapped my iPhone 15 pro max for a 17 pro max at the end of September. The 15 pm was delivered back to Sky on the first of October (I have the Royal Mail tracking no and receipt).

Since then, no word/email from Sky on it being recieved/processed.

For the last 4 weeks I've been chasing customer services on the location and status of my old phone via chat, just to be continuously assured it had been logged and the correct team were investigating, just to come back a few days later to go through the same thing and receive various excuses as to why nothing has been done yet.

So my question is, has anyone else had a swap phone lost after it was delivered to Sky? What was the outcome and how long did it take to resolve?

I'm also wondering if it's worth raising a complaint. I'm not sure if it would make any difference?

Thanks.

[63johnw]

Hi @Skink1977  it usually takes 2-3 weeks for returns/swaps to be processed, currently longer due to the iPhone 17 release and swaps. Looks like sky have acknowledged they have it. Any extra payments you make should be returned after it's processed. 

[PandJ2020]

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@Skink1977 wrote:

I'm also wondering if it's worth raising a complaint. I'm not sure if it would make any difference?

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No harm in doing so.  It starts the ball rolling for any future escalation.