I have the suspicion that Sky's virtual assistant designed their current phone swap service?

[CanardNoir]

Yesterday, I initiated a swap for my mobile phone. It was explained to me that my new phone was on pre-order and would be delivered on 22nd July.

It all made sense until this morning when I received a text and an email telling me that DPD would be delivering a parcel on behalf of Sky today. The driver couldn't leave it if I was out as they had to have a picture of it in my open front door. They estimated the parcel would arrive just after lunch.

With some difficulty, I re-arranged all my afternoon apppointments so I could be at home when DPD came.

DPD were good to their word and arrived when they said they would. They handed me the parcel and took a picture of me holding it in my open front door. One might suppose the contents of the box to be quite valuable as it needed this unequivocal photographic evidence of delivery and receipt.

On opening the box it was completely empty except for air and a label. No explanation - just a pre-printed label (and some air).

I tried to contact Sky using their virtual assistant for an explanation but gave up after ten minutes (which I won't get back!) as I descended into a downward spiral of repeated requests to say what my problem was interpersed with declarations that something had gone wrong at their end and they wanted me to make my request again. I gave up after a while to avoid acquiring a mental health issue trying to communicate with the unusable thing. Artificial it maybe, intelligent it is not.

After a further search I found a webchat service that actually connected with a human being (with some real intellligence). She explained that what I'd been sent was the return box for my "old" mobile phone. She further explained that I should wait until my new phone arrives so I can transfer my data from the old to new phone and then use the empty box that arrived today to return the old phone.

She then went on to warn me that the return window for my old phone might expire before my new phone arrives. The return window is two weeks. If my new phone is a couple of days late arriving the return window will close.

I'm no expert in logistics but wouldn't it have been better to deliver the new phone and the return box at the same time and THEN start the two week return window? Not only sensible but, I would have thought, cheaper in terms of courier charges and less inconvenient re-arranging ones diary.

My suspicion is that this swap process has been designed by the virtual assistant that I was quite unable to communicate with earlier. The level of intelligence it displayed would explain how this swap process likely came into existence.  I can't believe Sky would be working a scam to charge customers for their old phone being returned outside Sky's defined swap window. So today's parcel makes no sense unless something lacking common sense (let alone intelligence) devised it.

[Daniel0210]

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@CanardNoir wrote:

She explained that what I'd been sent was the return box for my "old" mobile phone. She further explained that I should wait until my new phone arrives so I can transfer my data from the old to new phone and then use the empty box that arrived today to return the old phone.

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@CanardNoir 

I find that hard to believe. Return packaging isn't sent separately via DPD. 

[SKY1992bf]

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@Daniel0210 wrote:

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@CanardNoir wrote:

She explained that what I'd been sent was the return box for my "old" mobile phone. She further explained that I should wait until my new phone arrives so I can transfer my data from the old to new phone and then use the empty box that arrived today to return the old phone.

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@CanardNoir 

I find that hard to believe. Return packaging isn't sent separately via DPD. 

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@CanardNoir  I concur the normal process is to use the same box the new phone comes in (which also contains a return label)

 I've a suspicion that you have fallen foul of a common scam which you will need to report to sky so they can investigate 

[CanardNoir]

No, I'm afraid it is real!

The delivery label confirms it came from Sky and the return label is to their return centre in Norwich.

And it was delivered this afternoon by DPD. I even have a picture of me accepting it from the driver.

Something may have gone wrong, of course, at Sky. It would be reassuring to know that this isn't there usual way of operating but at the moment I don't have that reassurance.

[SKY1992bf]

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@CanardNoir wrote:

No, I'm afraid it is real!

The delivery label confirms it came from Sky and the return label is to their return centre in Norwich.

And it was delivered this afternoon by DPD. I even have a picture of me accepting it from the driver.

Something may have gone wrong, of course, at Sky. It would be reassuring to know that this isn't there usual way of operating but at the moment I don't have that reassurance.

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@CanardNoir  As already mentioned sky doesn't send out separate returns packaging unless specifically requested by the customer 

I would be more concerned about where the phone is that you're ordered as it would appear to have been stolen during transit which unfortunately isn't uncommon 

you really need to be speaking to Sky directly on the phone about this asap 

[CanardNoir]

The phone I pre-ordered is still embargoed for delivery to customers (Launched on 9th July). There is no question about that. 

It's a Galaxy ZFlip7. (Availble in retail outlets 25th July.)

So, no, the phone hasn't been nicked. Sky have, unaccountably and in spite of what you claim, sent out an empty box via DPD.

[Dazzasky · Accepted solution]

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@CanardNoir wrote:

The phone I pre-ordered is still embargoed for delivery to customers (Launched on 9th July). There is no question about that. 

It's a Galaxy ZFlip7. (Availble in retail outlets 25th July.)

So, no, the phone hasn't been nicked. Sky have, unaccountably and in spite of what you claim, sent out an empty box via DPD.

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If Sky told you they sent a return box when you spoke to them then I would take that as truth. It does seem a bit odd though the way they have done it but presumably you are to swap over boxes when your new phone arrives. No big mystery really and certainly no scam. @CanardNoir 

[CanardNoir]

If Sky told you they sent a return box when you spoke to them then I would take that as truth. It does seem a bit odd though the way they have done it but presumably you are to swap over boxes when your new phone arrives. No big mystery really and certainly no scam. @CanardNoir 

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I agree with you. Just seems such a waste of money, fuel and time to deliver an empty box to someone when they'll be coming again in a couple of week's with the new phone.

The lady I spoke to said to return the old phone in the box now or the return window might close for me. When I pointed out that would not only mean being without a phone for two weeks but also prevent me from transferring my data to the new phone. She agreed and said it was all very odd and she would leave a note on my account.

Let's see what happens on 22nd July.

[Dazzasky]

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@CanardNoir wrote:

If Sky told you they sent a return box when you spoke to them then I would take that as truth. It does seem a bit odd though the way they have done it but presumably you are to swap over boxes when your new phone arrives. No big mystery really and certainly no scam. @CanardNoir 

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I agree with you. Just seems such a waste of money, fuel and time to deliver an empty box to someone when they'll be coming again in a couple of week's with the new phone.

The lady I spoke to said to return the old phone in the box now or the return window might close for me. When I pointed out that would not only mean being without a phone for two weeks but also prevent me from transferring my data to the new phone. She agreed and said it was all very odd and she would leave a note on my account.

Let's see what happens on 22nd July.

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Hopefully it all goes to plan. Good luck. 

[CanardNoir]

There are further signs this morning that it's not going to go well!

Despite communicating with Sky and being told to not to return my phone until the new one arrives (scheduled for next week) and that they would put a note on my account, I have received an email this morning reminding me I haven't sent my old phone back.

So, having been able to communicate with a human about this issue a week ago, I suspect the intellectually challenged Virtual Assistant has muscled in again and is threatening to now to charge me for my old phone despite not delivering the new one.

I'm going to have to contact their human again this morning which will waste both our times and, I expect, have no influence on their incompetent assistant anyway.

I see trouble ahead...

[simpealan]

I have just received an email allegedly from Sky Community asking if they have answered my question. Well, no they haven't. And  a simple reply tells me it is undeliverable as the address does not exist! How can I respond to it?

[CanardNoir]

The saga continues. Despite Sky telling me to ignore the message they sent me last week asking me to return the old phone despite not yet delivering my new one. They sent the same email this morning with even greater urgency.

I managed to avoid the incompetent Virtual Assistant and ended up in a chat with human who explained, en passant, that Sky's automation is broken!

I still have a small hope that this all goes well - though I'm far from confident.

10:07, Jul 21

You: You've sent me another email about returning my mobile phone but I haven't received my new one yet. The mail says the return window is about to close. Surely it should stay open until after my new phone arrives?

10:08, Jul 21

Virtual Assistant: Hi XXXXXX, I'm Sky’s Virtual Assistant – here to get you the help you need. 🤖

10:08, Jul 21

Virtual Assistant: You’ve logged in using your Sky iD to XXXXXXXXXXX  on 21/07/2025 at 10:08

10:08, Jul 21

Virtual Assistant: What's your full name?

10:08, Jul 21

You: XXXXXXXXXXXX

10:08, Jul 21

Virtual Assistant: Are you the Sky account holder?

10:08, Jul 21

You: Yes

10:08, Jul 21

Virtual Assistant: Here's Your Verification Summary: Account Holder: Yes Full name: XXXXXXXXX Contact details confirmed: Yes

10:08, Jul 21

Virtual Assistant: You’ve been transferred into the queue for a Mobile expert. It looks to be about a 5 mins wait. Feel free to go about your day and they’ll be in touch once they’ve worked on your query.

Info: Hi there! Thanks for choosing our messaging service, Russel will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on.

10:11, Jul 21

Russel: Hi Good Morning and warm regards, hope you are doing great my name is Russel from Service Support for the chat department. Thanks for contacting sky messaging service .I understood your query in regards to receiving a mail to returning your Mobile but I haven't received my new one yet.

10:11, Jul 21

Russel: I'll check your account, please give me a few minutes, thanks

10:18, Jul 21

Russel: XXXXXXXX, so sorry for the delay.

10:18, Jul 21

You: I thought you'd gone.

10:21, Jul 21

Russel: apologies. I'm here.

10:23, Jul 21

Russel: XXXXXXX, thanks for waiting, I see that the delivery for your Samsung Galaxy Z Flip7 5G with GalaxyAI, 512GB, Jetblack eSIM, pSIM is on the £22/07/2025.

10:23, Jul 21

You: That's good. But why are you asking me to send my old one back now?

10:24, Jul 21

Russel: Have you received the returns packaging?

10:25, Jul 21

You: you sent me that on 11th July via DHL but the email says the return window is closing

10:28, Jul 21

Russel: XXXXXX, you do not need to send back your phone, if your wish to keep the phone, you can continue paying for the device you have at the moment.

10:29, Jul 21

You: I want to swap it! But I can't send the old one back until AFTER the new arrives. The email says ther eturn window will close before I can swap the data from one phone to the other.

10:30, Jul 21

You: Why was I sent the return box about two weeks before the new phone was due to arrive?

10:34, Jul 21

Russel: Sometimes the automated sytem message which is incorrect.

10:35, Jul 21

You: So, the return window won't close and I can return the phone for the credit?

10:37, Jul 21

Russel: The window is open there is not problem. XXXXXX.

10:37, Jul 21

You: OK. I hope this all goes well.

10:38, Jul 21

Russel: Yes, there is not problem. I've also updated the notes on your account.

10:38, Jul 21

You: Everyone tells me that and yet the emails still keep coming

10:41, Jul 21

Russel: I've made arrangements to stop the email as well. XXXXXXX/.

10:42, Jul 21

You: Thank you.

10:43, Jul 21

Russel: welcome, Just to summarise, you requested for the retuns packaging you I’ve now sent you thereturns packaging. Is there anything else that I can assist you with apart from this on your Account?

[CanardNoir]

Was getting quite excited to be told that the new phone would arrive tomorrow.

Just got an email with a DHL tracking number and a link to track the parcel.

Followed the link to be told that the parcel was delivered 5th October 2024 but not to my post code!

There is something seriously wrong with Sky's IT.

Another encounter with their deranged Virtual Assistant is on the horizon.

[simpealan]

Sky do seem somewhat inept.

But at least they talk to you. I have a complaint that they will not answer questions and have issued a deadlock email (not the letter I asked for, and think I need, to involve CISAS).

They do seem to make life unnecessarily difficult for their own customers.

[CanardNoir]

Yes, they make it all more stressful than it needs to be.

When I got through to the other human who works at Sky (just now)  BTW I think she was the person who did the Virtual Assistant's induction.

I explained that the DHL tracking number they had sent me said that the package had been delivered last 5th Oct.

She replied that my device was on back-order and they'd let me know when it was going to be delivered.

I explained that they had already let me know it was coming tomorrow. There was silence for quite a while and then a rush to finish the chat.

If their agents can read then they don't seem to use the skill that often. I'm guessing they're under pressure their end but Sky's customer service (like their IT) does seem somewhat inept.