Trade in offer for Samsung S23 Ultra

[Sunny2]

Hi

So I have the same situation, just to confirm, you traded in with Sky and got an amount for your handset credited to your account. Then filled in the form with Samsung for an additional 'bonus'. Which you also recieved, albeit at a later date.

But, the phone was returned to Sky, and not Samsung?

Thanks 🙂

[Jamie681]

I had the same problem took 4 phone calls after being promised it would be on my account for September payment and sky would call me to double check it happened.  No credit no phone call . Called on the 5th September and it was escalated told to expect response within 48hrs. Its now Monday the 11th no call. I called them and asked for it to be sorted today or I would be cancelling all my sky packages. Hey presto 150 into.my tv account 

[The+Rebel+MC]

I've recently upgraded my S21 Ultra to the S23 Ultra and am eligible for the £150 trade in offer with Samsung.  I have sent the phone back to Sky and swapped all fine for the new handset.  I've gone to https://www.samsungtradeinoffer.co.uk/promo/skymobile and filled in the form, it then asks to calculate price and then says £150, but after that the next page has details about sending back to Samsung.

I rang Sky the other day about this to ask what I do to get the £150 on my bill, as I can't send the phone to Samsung as it is already back at Sky.  The agent told me to wait a few days and try then and it should then show the option to add this credit to my bill.  I've tried again this morning but it's just the same.  I've just rang Sky now to ask again what to do and the agent told me it will get applied automatically after 1 month.  Can anyone advise what I should do, as I don't want to wait a month and then find nothing has happened and I'm chasing it up again.  The offer also finishes early November, so I don't want to miss out.

[Sunny2]

Samsung refused my credit and said it only applied if the phone went back to them.

[Jamie681]

You should get credit on next bill but that never happened to me I had to phone on 4 different occasions over 4 months before I finally was paid £150 into my account . Keep.an eye on your bill and pester them with calls until they pay .

[The+Rebel+MC]

I've filled the Samsung form in anyway, even though they've now said they're expecting the phone back. Someone said they did earlier on in this thread so thought I should. I'll keep ringing Sky every Saturday until it's sorted. I hate ringing Sky though, you have to go through so many answers before you ever get to anyone.

[Rrrory]

We are in exactly the same boat and never get the same anwser twice, have upgraded both handsets on the account to the Samsung S23 Ultra, one in August and one in September.

We have been told it will be applied in 30 days, 45 days, 90 days and now they are saying that we need to claim it from Samsung. I even had one person on live chat trying to tell me its only £100 and it needs to be claimed from Samsung even though I copied and pasted it into our live chat !

It all depends who you speak with when calling as Live Chat is not avialable when it says it should be !

I have now filled out the complaint form asking to recieve a reply via email...fingers crossed I suppose !

[The+Rebel+MC]

Update from me.  I've now spoken with 3 Sky agents and they have all said different things.  The one I spoke to last night said it can take up to 60 days for this to be credited, the one I spoke with last week said it would be credited on my Sky bill by the 22nd October.  I've now filled in a complaint form.  I'm not bothered when it gets creidted, I just want to know as I am definitely entitled to this £150 from sending back my S21 Ultra.  

[The+Rebel+MC]

After making a complaint and them checking my details I have received the email below, so it is well worth going through the official complaint procedure if you aren't getting anywhere.

I am very sorry to hear that you have not yet received your swap credit, I can understand how frustrating this may be for you

I have checked the offer and can see that you are eligible for this. The offer should be automatically applied to your account on the next or subsequent bill after the swap has completed which means this would be either your October or November bill

We will however check your account on the 7th of November and if no credit has been applied we will apply this on your behalf and then contact you with an update

[The+Rebel+MC]

My £150 credit has now been applied, so well worth chasing up via complaints if you're eligible.