Phone swap

[JMcguire]

£300 bill credit was ment to be added to my account for swapping phones how do I receive that

[PandJ2020]

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@JMcguire wrote:
£300 bill credit was ment to be added to my account for swapping phones how do I receive that

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You may have to give a little more detail to assist you...  I'm guessing the extra £300 trade in offer for Samsung?

[Iceyblast]

This is interesting. I am also chasing this with Sky, as I carried out a phone swap early, because of this deal. I have tried to phone Sky to ask and they told me they didnt know about the deal!! So I uploaded them a photo I took of the offer page on theior website. Strangely, the agents phone disconnected, and they never called back. So I raised a complaint via email - they just advised me that the deal was for swapping to TV and Broadband.. They also asked if I 'beleived I was promised or have any documentatrion or communication confirming this..."

So I have just sent them the photo again, which cleary states £300 extra for trading in will be added to your next bill if you are an existing Sky customer.

Interestingly, today the offer seems to have dropped on the site to just £150... Really feels like Sky are trying to deceive and not actually fulfil the offer that convinced me and other customers to go ahead and trade in!!

[Iceyblast]

An update for anyone interested in this situation. Sky have still not paid me the extra £300 on trade in under this offer, despite me compalining via telephone and via their online complaints procedure. Twice one of their agents has actually given me false information - advising me that this offer was not for mobiles but only on T.V. and Broadband - and that in order to qualify you needed to have complately paid off your old device (despite this being a Swap 24).

They then refered me to a company called Ingram Micro that apparently handles this offer for Sky - who have simply not responded to me at all.

Really poor service from a compant that I trusted up until this point, having been a Sky customer for years. I guess I now have no choice but to go to the ombudsman (CISAS and Ofcom). 

I would be interested in hearing from anyone else having the same issues with them.?

[PandJ2020]

The £300 Sky are referring to is the credit for early termination charges incurred if you move to Sky for TV and/or Broadband - not at all related to the £300 extra trade in option for certain Samsung mobiles.

As you note, this offer is handled by Sky Trade In (which is handled by Ingram).

You may be able to pick some bones from this recent thread: https://helpforum.sky.com/t5/Sky-Mobile/IMEI-voucher-code-for-samsung-z-flip-8-trade-in-voucher-not-...

[Iceyblast]

Hi,

Thanks for the reply - am sorry, but I dont think thats correct. Luckily I took a screenshot of the offer on screen that encouraged me to go ahead witrh the swap - which I uploaded to Sky customer service. It was after me uploading this screenshot that they seem to have stopped talking to me!

I cant seem to upload it here - without first hosting it somewhere (?). But the text states:

"Claim up to £300 on top of the value of your old phone when you trade in"

"For existing Sky mobile customers

If you're an existing Sky mobile customerswapping to a Samsung Galaxy, you'll receive £300 bill credit. To claim, log into your Sky Mobile account to start your Swap journey."

[Iceyblast]

[PandJ2020]

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@Iceyblast wrote:

- am sorry, but I dont think thats correct.

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What's not correct?

You post the very offer/process I was referring to!

[Iceyblast]

Thank you.! Sorry, that wasnt aimed at you.

But Sky themselves arent responding now. My last mobile bill was £311, that I couldnt afford to pay, because the £300 should have been covered. So I am a little miffed and disappointed in them. I shouldnt have to spend a month chasing their customer service, and being passed from telephone to online, to someone else online to now needing to go to an ombudsman, for them to honour their offer!

[Fred+Skuttle]

Keep pestering them lm still waiting sixonths later .

[PandJ2020]

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@Iceyblast wrote:

... to go to an ombudsman

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https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

It's not a quick process though...

[PandJ2020]

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@Iceyblast wrote:

Interestingly, today the offer seems to have dropped on the site to just £150... Really feels like Sky are trying to deceive and not actually fulfil the offer that convinced me and other customers to go ahead and trade in!!

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Offers are time-limited and change.

Check the thread link I gave - others have been successful in getting the credit.