“There's additional damage on your old device”

[Tommyt123]

I have recently done a swap on one of my sky mobiles. I swapped for the new iPhone 17 pro.  I had roughly £500 left on my old device to pay but the swap covered this initially. I have since received a email stating there is damage to the phone I sent to them.  There was absolutely no damage when I sent the phone as I always had it in a case. They are stating the screen is cracked. I have 5 devices with sky and also phone and broadband, I've been a loyal customer for over 9 years. 

has anyone else had this issue and how did you resolve it if so? 

many thanks

[caesarome]

@Tommyt123 

You will need to contact them about this so when you do ask them for proof of this "damage" to see what they say. If they refuse then you can ask for the device back but this will then cancel the swap meaning going forward you will need to continue to pay for it.

[Tommyt123]

Thanks for your reply. I have contacted them several times and am awaiting a call back from them. They state this could be upto 4 days time. They also state that I have 4 days to accept or decline the revised valuation on the email or I will not be able to receive my old device back. I would assume if any damage has occurred to the device it has happened at their end. 

[caesarome]

The issue you are going to have is proving where the damaged occurred as I take it you didn't take any photos yourself ?

[Tommyt123]

No I didn't take any photos unfortunately. I've done many swaps over the years without issue. I was going to also swap out my sons old phone for a new one but I'm not so sure now.