“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. 

[Brooke9]

Having the exact same issue sent my old iphone 15 pro off for swap, it was in immaculate condition always had screen and case protectors on it. like you they have said the "screen is cracked" i didnt take any photos as i put it in the padded jiffy bag and box they provided & never thought there would be an issue. They took £189 off the phone value, ive refused the swap still waiting on an update since 9th October they last said they were going to put it down as damaged in transit. Its a joke, ive read a few people having the same issue which does make you wonder 🤔 wont be doing sky swap in the future thats for sure

[Tommyt123]

Yes it seems to be a common issue. I eventually got mine all sorted, they admitted there was no damage they couldn't send me pictures of the damage so I got my full amount. I am assuming it's the third party who deal with the inspections are trying to get a cheap phone? 

[Brooke9]

Glad you managed to get it resolved! Hopefully i get the same outcome as you, how long did it take for them to sort it for you?

Yes that's what i thought it's abit strange how all these phones have cracked screens, definately sounds like they're trying to profit.