Mobile Phone Return

[Cloudwatcher]

I recently changed to Sky Mobile but unfortunately the phone seems to be faulty. I contacted customer service who agreed I could send it back. I asked about the credit agreement I took out over three years and he said that would be cancelled. However on the instruction email I received it states - If you have an outstanding credit agreement for your device, you’ll need to pay the remaining balance or your monthly repayments will continue. Is this correct?

Here is a copy of the conversation I had with customer service - 

You

So what will happen with the payments for the loan?

Read

Ashutosh

at 16.07 Oct 14

Once we get the divice the loan agreement will get close

[63johnw]

Hi @Cloudwatcher  if you are within the 31 day cooling off period then you should be able to return it and cancel the agreement, provided the phone is faulty and it's not mechanical/water damage caused by you. If you are outside the cooling off period then sky will try and repair or replace the phone if it's faulty, they won't just cancel the agreement. 

[Cloudwatcher]

@63johnw

Thanks. There was no mention of a replacement just that I could return the phone. I definitely don't want to be paying for a phone I don't have! We shall see.🤔 The whole thing has been a nightmare to be honest.

[caesarome]

Were you in the cooling off period, because if you were not as @63johnw saud above usually Sky will try to repair it.

[Cloudwatcher]

@caesarome 

Thanks. I only took out the contract last month so hopefully the returns policy will apply. It's so frustrating as the only communication is on line.

[caesarome]

150 is the number to call Sky on from the device in question, just say nothig when asked anything by the bot.

[PandJ2020]

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@Cloudwatcher wrote:

@caesarome 

Thanks. I only took out the contract last month so hopefully the returns policy will apply. It's so frustrating as the only communication is on line.

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Exact dates are important.  Either you're within your cooling off period or not.  (But as noted above returning a 'faulty' phone within the cooling off period may not be straight forward depending on the cause of the fault)

[Cloudwatcher]

@caesarome 

I tried that but because of the problem with the mobile I couldn't hear what he was saying so he texted the link to follow to do an on line chat. 😪

[Cloudwatcher]

@63johnw 

Thanks for your comments. I have sent the phone back and will wait to see what happens.