Unable to get help from Customer Services I am so fed up now :(

[fittaedae]

I did a Swap at the start of September was told to do it online so I did, I ordered a Samsung S25 FE in black, it said it was in stock.  No word and no emails regarding this after doing it so I called to be told the black phone was "out of stock" for the forseeable time!  So they organized another colour and I have now got my phone.  When i receved the phone and packaging for return the return packaging was already badly damaged and there was no return label so I could not return it.  I have now lost count of how many times I have called and asked for packaging and a label and been told its done and its on its way, nothing ever arrives!  Also when they messed up the initial order I have gone and checked and the original black mobile is showing on my account as "pending despatch" and has an agreement number!!!

I have used Sky mobile for years and have never had an issue, I dont understand how this has got so bad?  The customer services people blantantly lie to you and do nothing to assist you!

All i need to know is IF i dont (well I cant) send my old mobile back on instead use an online or high street shop to trade in my old A55, will this now cause chaos with the Swap?  I cannot get anyone to help me and this has caused me tremendous stress 😞

Saddened at how difficult it has become to get assistance and a straight answer from Sky Mobile.

[caesarome]

@fittaedae 

If you can use your own packaging to return it you would only need the label so if you are able to print it yourself it might be worth asking if they can email this to you and double check withe them that this other phone was actually cancelled as from what you have said it doesn't appear it has been.

If it does turn up then you have two choices, either refuse the delivery or take it in and try arrange it's return.

You could also put in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[fittaedae]

I have repetedly asked for them to email me a label, it aslo never arrives.  I have put in several complaints and within an hour or two of them being done they close the complaint without even contacting me.  If the other phone does arrive I will most certainly be refusing it as the hassle I have had trying to arrange a return for a Swap has been terrible!  They still also have the issue that many are having that you cannot see anything in your Inbox on the My Sky account online or in the app due to an issue that I have been reporting for months.  

Wish I had just waited till contact was complete and left them now.  Its like banging your head of a brick wall...

[fittaedae]

Sorry also, I have called repetedly about the other phone to be told "we dont know what to do" or "just refuse it if we try to deliver it"   There has got to be a better way of working than this?! 😞

[GerardStarr]

Agreed the customer service staff all make the right noises, but as you can't actually see anyone to talk face to face it's difficult to get things moving. There used to be Sky stores that would help, but all you get now are the pop up areas that are more concerned in selling you broadband and a new telly than helping customers.