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.

[Rolobo]

I am having the same issue with the £150 offer. 

I spent 4 hours on the phone with them today. Not a single agent was aware of the offer and they all said it was trade in only despite the terms and conditions stating that existing Sky customers can swap and get the £150. Same terms as what you've shown in your screenshot. 

after sending them to the website one agreed it was for a swap, and one didn't. One contacted their back office team who confirmed I was eligible and there had been an error affecting several consumers. However the line was terminated when deciding a resolution (not by me, I screen recorded with audio). The next agent kept trying to upsell me broadband without listening to my concerns. The third agent the said they don't think I'm eligible at all and need to check with back office but if the agent had left a note this would have been fine. They said they were listening to my call with the agent and I was on hold for a significant period of time. Within that call it was confirmed I was eligible but despite this because there was no note from the agent they refused to believe what the agent had said and wanted to ask back office again themselves. So I too am left with no resolution, a bill 4x higher than expected and explained the financial detriment this will cause if the bill is collected on 02/10. The response is that there is nothing they can do and they need to wait to hear back from the back office team at which point they'll ask for it to be credited and a refund to my bank account but that could take some time. So either way they've either misrepresented this offer or they've made an error and refused to put it right (I suggested paying an ex-gratia £150 into my account to prevent financial detriment on the basis that it has already been confirmed I am eligible but they refused). So the issue will be exasperated when the funds are inevitably taken. Awful service all round. Agents admitted the offers run so quickly they don't know what they are and they've been trained that offers are only available on trade ins! They refuse to believe the information on the website that I read out to them and they confirmed they could see was true and said it was "confusing". But I think it's pretty clear. I have complained and I'll be taking it further for sure. But just know it's not just us they're doing this too. There's multiple consumers affected! 

[Iceyblast]

Thank you mate, sorry its happening to you too, but interesting that we arent alone.

They took the £300 left to pay on my old credit agreement, and still no response from tjem, despite me sending them proof of their own offer!

Today I have logged a complaint against Sky with the Financial Ombidsman.

[Rolobo]

I hope it all goes well for you and I'm sure it will! All the evidence is all there. Let me know if you're able to take it up with FOS, I was going to refer mine to CISAS once I have a response.  Feel free to send them my post to show it's affecting multiple people and not just a one off. I can't believe they have the audacity to do this to be honest!!