sky mobile swap problem

[NickSn]

@Kelsingra 

It seems like you have a thankless task being amount on here. I truly do not envy you.

May I ask ask, how, when then are so many complaints about this 'service' can Sky Mobile continue to justify their behaviour towards loyal, paying customers? It's not like our complaints are isolated incidents.

I have seen complaints dating back to 2017 online, I am genuinely baffled why, nearly 7 years on, the same complaints are still being received with the same lack of responsiveness on behalf of Sky Mobile?

Thanks

[jon+chelle1]

Before I started this thread I'm August 2022 I would not have believed thus issue continues.  Sky continue to pass the problem to their 3rd party would continue to claim the same faults exist with the traded in phones  when in fact no obvious fault exists.  The current swap sytem is clearly unfit for purpose as trading in your old mobile to the other recognised trade in companies give a fair deal. There appears no way that Sky can be made to acknowledge this unfair continuing process. Whilst I have decided to stick with sky mobile I would never enter the swap process with them. They need to investigate their 3rd party company as someone is making a lot of money by obtaining sky customer mobile phones at half their real value and selling them on.

[NickSn]

@jon+chelle1 It beggars belief. So far I have rang Sky Customer Services on FIVE separate occasions only for them to drop the call every single time, on one occasion I was told my phone was being returned and I still haven't received it five days later. I've been on Live Expert chat where the helpful Alana, said she had seen the photos of my phone and said it was "in an amazing condition" and that she'd over ridden the decision and I would receive a full credit (I have screenshots of the conversation), yet no credit has been received and I can no longer access Live Expert Chat! I have emailed a complaint to the complaints team and haven't received any acknowledgement or reply from them either. This clearly demonstrates how little regard Sky has for its customers. We are just cashcows to them.

[NickSn]

Just a quick update for everyone who is having serious problems with this flawed process.

After much kicking, screaming and toing & froing, Sly Mobile have now confirmed they have completed the swap and the full credit has been applied to my account as of this morning!

I have received no explanation as to why this process took so long, nor have I received any apology for the hours of inconvenience and stress this has caused.

To get to this point it took FIVE dropped phone calls to Sly Customer Services, one 30 minute live chat with Sky Expert Chat (who was helpful, but ultimately ineffective), one very detailed and proof laden complaint, via email, to Sly Mobile themselves and an email each to the Consumer Champion at The Guardian newspaper and the Money Savings Expert team. 

If you're reading this, you're probably in the same position I was. I know this process should be straightforward and simple, but it isn't. It's complicated, time-consuming and infuriating, but stick to your guns, you know you're right, keep pushing them and you'll get there.

To Sly Mobile I would say: start looking after your paying, loyal customers, end the third party company's assessment contract as they are either negligent or worse, criminal, and review the entire process from start to finish as this could be a flagship benefit for you, but at the moment, it's costing you customers and revenue. This isn't an isolated incident, I've seen complaints going back to 2017.

Although I finally received what I was entitled to, I most certainly won't be using this so called service again, and I won't be renewing my contract with Sly Monile once this one is finished!

Good luck everyone.

[Bjf]

Same just happened to me, offered me £222 for my swap, then get an email last night saying due to damage (no mention of what that damage was) my value has halved to £111😡 the phone was working fine so don't know how they can say it's got £111 worth of damage. 

[David+Judd]

So I get the strong impression that Sky do not offer a fair price for a used mobile on their swap deal! Has anyone been happy on trading in their mobile? I have used other web sites and they all seem to claim there is damage to a mobile when they receive it and knock the price right down. Probably best to take it to a local high street dealer and cash in on the spot!

[Nic+Brokenshire]

Swapped my S20 last week.  Yesterday got the dreaded 'There's additional damage..' email reducing the value by £90 (screenburn).  I then spent over an hour talking to 5 different Sky representaives (each time they offered me a 'solution' (all of which involved me being out of pocket or seriously inconvenienced) I requested to talk to a supervisor and, finally, mentioned those magic words 'retention department'.

I was put through to a lady called 'Chaitra' who promised to sort out the problem for me. At the end of the call she said I would hear from Sky's 'Swap Exemption Team' within 72 hours and that the full credit would be applied.  I will let you all know if this happens but, this morning, I got another email from Sky telling me I had 3 days to respond to their original email or they would accept the 'revised value'!

My other point is, how can screenburn be seen as the user's fault?  Surely, it should come under their fair wear and tear  definition particularly as Samsung seem to accept that their screens will develop this problem over time?

[PandJ2020]

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@Nic+Brokenshire wrote:

My other point is, how can screenburn be seen as the user's fault?  Surely, it should come under their fair wear and tear  definition particularly as Samsung seem to accept that their screens will develop this problem over time?

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I guess it depends on the level of burn.  Some may be expected on typical usage but high levels of brightness with static objects may increase it to a point that the value would be impacted.

[Nic+Brokenshire]

@PandJ2020 wrote:

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@PandJ2020 wrote:

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@Nic+Brokenshire wrote:

My other point is, how can screenburn be seen as the user's fault?  Surely, it should come under their fair wear and tear  definition particularly as Samsung seem to accept that their screens will develop this problem over time?

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I guess it depends on the level of burn.  Some may be expected on typical usage but high levels of brightness with static objects may increase it to a point that the value would be impacted.

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True but how could anyone know or prove that the brightness has been set very high once the phone has been reset and returned?  I always set my phone to adaptive brightness and one of the reps I spoke to said the screen burn couldn't be seen by the naked eye! 
I'm afraid I'm of the opinion that this is sharp practice by the inspection company which is then endorsed by Sky.

[AlexMart]

The responsibility for this Mobile Swap Program lies with Sky and the salesperson who reccommended the deal. Under the fair wear and tear policy Screen Burn on a Samsung Galaxy is a known issue and should not be used as an excuse to lower the value of your traded phone. 

Mine had no screen burn whatsoever. I know this as I had a mobile expert use testing equipment before i sent it back. 
I have had two very lenghty conversations with Sky and am now waiting for a call back from them to discuss the issue further.

If anyone from Sky Mobile are reading thses complaints they should be discussing it with upper management and pointing out the flaws in this Swap program. If they don't then they should be ashamed for going alaong with it.

[DavidR963]

I have the same problem, i agreed to swap my iphone 14 for the new 16, when i buy a phone i buy basically bomb proof covers so that there is no chance of any damage, i took the covers off and sent it back in the original box for added protection

I then got an email saying additional damage had been found and they were going to halve what they offered to settle the contract

I decided to decline this and asked for the phone back, if i cant sell a perfect 14 for more than £120 something is wrong, they sent it back in plain packaging without the box (would certainly help with resell) i phoned them and was basically told by their employee that it was my fault for sending the box because they didnt ask for it (they also didnt say dont send it)

going through a complaint process now, still cant see what is wrong with it

Can i ask to see the report that they must have compiled to state what is wrong with the phone to get the value halved?

[SS101]

It's just a scam that Sky allow to continue. You could send them a brand new fresh out the box phone and they'd still half the value.

They are just swindling people by making them offers and then looking to knock anything from 50% to 90% off the offer and then sell them elsewhere at a huge profit.