Ordered Samsung galaxy S24 ultra and a watch

[Susan511]

I ordered a Galaxy S24 ultra and a galaxy watch 6 I was away when the package was delivered my son took delivery and I'm have opened the packaging today to find there is no phone in the package. 

I am speech impaired and tried using the relay UK service which sky offer to customers with accessibility needs yet the advisor refused to talk to me.

[caesarome]

---

@Susan511 wrote:

I am speech impaired and tried using the relay UK service which sky offer to customers with accessibility needs yet the advisor refused to talk to me.

---

Have you registered with the accessibility team first as per this:

Get in touch with our friendly accessibility team at the bottom of this article to find out how we can help you and/or anyone you live with, and to register your needs:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

[Susan511]

Thanks for your reply I have registered with the accessibility team and the customer service representative had no knowledge of relay UK and kep saying they could not speak to them. 

[Daniel0210]

@Susan511 
Once registered with the Accessibility Team there are different methods of communication with them but it might not be through Relay UK 
https://www.skyaccessibility.sky/

[Kelsingra]

Hey @Susan511 

Thank you for joining our Community Forum!

As you mentioned that you are already registered with our Accessibility Team, you can contact them on their website:

https://www.skyaccessibility.sky/

If you go to their contact page and scroll down, you can see the option to contact them through Text Relay: 

https://www.sky.com/help/articles/contacting-sky-accessibility

I hope this helps and the Team can resolve your issue fast 🙂

[Susan511]

Thanks for your reply unfortunately as adviser by the agent on Sunday evening my son called for me the advisor refused to speak to him despite being told he had authority on Sunday evening when I used text relay service, then I had to use chat which took me 40 to get past the bot asking me questions and referring me to call you when clearly I can't tried access team no good. Finally got through to an "expert" on the chat and told them my delivery arrived and the mobile phone was missing and only the watch was in the box and I was really concerned.

Their reply " so you want to return your device" 

Are you kidding me? A device I haven't even had. 

So now even more stressed and have to wait 3 days for it to be investigated which concerns me because I still have not had the ultra s24 in violet I ordered.