Trade in offer for Samsung S23 Ultra

[ButtonyBeanie]

I bought my Samsung S23 Ultra over the phone on Thursday and was told by the advisor that to claim £150 I would need to complete the form on Samsung's website, but I notice it says on the page for the S23 Ultra that existing customers will have the credit applied to their bill once the process has been completed.

Could someone advise what I should do?

[63johnw · Accepted solution]

Hi @ButtonyBeanie  did you do this as per the website ?

"If you’re an existing Sky Mobile customer swapping to the Samsung Galaxy S23 Ultra, you’ll receive a £150 bill credit. To claim, log into your Sky Mobile account to start your Swap journey. Pick the Samsung Galaxy S23 Ultra to swap to and once you’ve completed the process, your £150 bill credit will be added to your next or subsequent bill."

[63johnw]

If you didn't do the above @ButtonyBeanie you may have to try this. 

"Claim an additional £150 on top of the trade in value when you trade in an eligible smartphone.

1. Purchase your device between 1st February – 31st March 2023

2. Simply visit samsungtradeinoffer.co.uk/promo/skymobileonce you’ve received your device and submit a claim

To find out more information on how to claim and full T&Cs, visit samsungtradeinoffer.co.uk/promo/skymobilefor more detail."

[ButtonyBeanie]

@63johnw I upgraded over the phone when I called to change my address.

The person I spoke to on the call was the one who told me to complete the form on Samsung's website.

[63johnw]

Hi @ButtonyBeanie  that's what you will have to try then. See what happens. 

[ButtonyBeanie]

@63johnw 

I have started the form, I got to the end and its saying about Samsung sending a trade in pack, when I alreadly have the lable to send my old device back to sky as part of my swap.

I don't want to go ahead with sending it with Samsung and then being charged for the handset not being received by sky.

[63johnw]

Sorry @ButtonyBeanie  i can't advise anything further. There is an escalation team but they can't help with swaps. All I can suggest is calling sky again and see if you can get anywhere with them. 

[stehobo]

I called them yesterday to see when my account would be credited and they told me I had to fill the samsung form in. They stayed on the phone while I did this and I explained that the wording in the offer stated sky customers would just get the account credited when the swap was completed. I filled it in regardless and they said my account will be credited in 5-7 days and if not to call back. Today I recieved packaging off samsung but obviously I have already sent my old device back to sky which they recieved. All very confusing and poorly handled offer. Just hope I get my credit in time for the next bill!!

[ButtonyBeanie]

@stehobo Yes, it is very confusing. I'm planning on sending my phone back to sky tomorrow. I'll probably fill in the form and see what comes of it. Seems silly if you are an existing customer that this has to be done through Samsung. Just hope it means we actually receive the money in the end. Thanks for letting me know.

[suedy211]

Hi. Can you update here with what you had to do in the end? Confused about the same offer. Thanks

[ButtonyBeanie]

@stehobo I received my return packaging from Samsung today. Like you, I have now sent my phone back to sky. Have you had any update on your end?

[stehobo]

Hi,I called sky again today as I have still not had my account credited. The guy today was far more helpful than the guy last week and assures me it will be credited before my next bill in April. I said if the day before it's still not in I will be cancelling DD as u can't be paying more than double my bill because they haven't fulfilled their offer. He said that's no problem,if it doesn't go in,cancel the DD and when it does go in,then restart the DD. So they have 8 days to put it in basically. 

[ButtonyBeanie]

@stehobo thanks for letting me know, fingers crossed it goes in soon for you and I will hope for the same.

[63johnw]

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@stehobo wrote:

Hi,I called sky again today as I have still not had my account credited. The guy today was far more helpful than the guy last week and assures me it will be credited before my next bill in April. I said if the day before it's still not in I will be cancelling DD as u can't be paying more than double my bill because they haven't fulfilled their offer. He said that's no problem,if it doesn't go in,cancel the DD and when it does go in,then restart the DD. So they have 8 days to put it in basically. 

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Hi @stehobo  i would have thought stopping your DD would be very unwise and the CS staff should not be advising this. It could lead to late payment/non payment notifications being placed on your credit file. 

[stehobo]

That may well be correct  but I'm not paying more than double because sky have not fulfilled their obligation/offer. I would not have done the swap in the 1st place if the offer wasn't there. Anyway,we'll find out soon enough I suppose.