Sky Mobile - Wrong Handset Delivered

confused.com2

Afternoon All,

Recently ordered a new iPhone 16 via Sky mobile, already have sims and broadband/tv etc.

Was dispatched via DPD and set to be delivered last Monday, anyway it didn't come in the hour slot and got a message to say it would come the next day, the next day came and exactly the same happened again, finally came 2 days later so not a good start.

It was sealed up in a tamper proof box and all fine. Opened the box and not an IPhone but a cheap Samsung model inside!

Called Sky immediately and what fun it's been! I've spoken to somebody from near enough every country, been told a different story every time. 6 hours and counting now spent on the phone. They gave me a £10 credit on my bill to apologise! Finally sent a returns label so I package it back up and sent back via Royal Mail, was also told a member of the mobiles management team would call me within 2 days. That hasn't happened.

Had an email to say a phone has been received and being processed that was a few days ago, the iPhone is still showing on my account and I've already paid the first bill for it.

I made it very clear to Sky I didn't want another mobile sending out as I had to pay another deposit and have another credit check done. Plus I have no faith I'd get this phone before Christmas.

I want the contract ending and acknowledgment they've received the handset back and sorted it out at their end.

Anybody got experience of this and how long it takes? I'm extremely concerned that I have an ongoing financial contract with them for something I've never received. Will they have details of the phone I've returned being one of theirs? Via the IMEI number? Can they track the IMEI number of the phone they should have sent me to show I've never had it and who has got it?

Thanks for reading if you've got this far!

born_again

confused.com2 said:

Afternoon All,

Recently ordered a new iPhone 16 via Sky mobile, already have sims and broadband/tv etc.

Was dispatched via DPD and set to be delivered last Monday, anyway it didn't come in the hour slot and got a message to say it would come the next day, the next day came and exactly the same happened again, finally came 2 days later so not a good start.

It was sealed up in a tamper proof box and all fine. Opened the box and not an IPhone but a cheap Samsung model inside!

Called Sky immediately and what fun it's been! I've spoken to somebody from near enough every country, been told a different story every time. 6 hours and counting now spent on the phone. They gave me a £10 credit on my bill to apologise! Finally sent a returns label so I package it back up and sent back via Royal Mail, was also told a member of the mobiles management team would call me within 2 days. That hasn't happened.

Had an email to say a phone has been received and being processed that was a few days ago, the iPhone is still showing on my account and I've already paid the first bill for it.

I made it very clear to Sky I didn't want another mobile sending out as I had to pay another deposit and have another credit check done. Plus I have no faith I'd get this phone before Christmas.

I want the contract ending and acknowledgment they've received the handset back and sorted it out at their end.

Anybody got experience of this and how long it takes? I'm extremely concerned that I have an ongoing financial contract with them for something I've never received. Will they have details of the phone I've returned being one of theirs? Via the IMEI number? Can they track the IMEI number of the phone they should have sent me to show I've never had it and who has got it?

Thanks for reading if you've got this far!

It's last week before Christmas, so odds of RM getting it to them before is slim to none. So you are unlikely to see anything this side of Christmas & possibly not until after new year. Depending on what Sky are going to be working. 

You have not mentioned when you took out the contract, but so long as told Sky within 14 days should be OK.

confused.com2

They've received it from RM, they've confirmed a package has been received. My worry is they are expecting an iPhone to be returned, that's not the case as that's not what they sent me, the return information all referenced the iPhone. Yes they were told within 14 days of me taking the contract out. My worry is they think I've kept the iPhone and returned a much cheaper handset. 

Grumpy_chap

confused.com2 said:

It was sealed up in a tamper proof box and all fine. Opened the box and not an IPhone but a cheap Samsung model inside!

Is the box the box for the iPhone, or the box for the Samsung, or simply a plain, unbranded box?

confused.com2

The delivery box from Sky was tamper proof and was sealed up, I couldn't see how it could have been tampered with, the Samsung phone box inside was factory sealed still, I never opened it to check inside, just packaged it back up to return. Looked to me it's been packed wrong at Sky, they do sell the model they sent to me. That's why I wondered if they kept a log of the IMEI numbers.

Grumpy_chap

confused.com2 said:

The delivery box from Sky was tamper proof and was sealed up, I couldn't see how it could have been tampered with, the Samsung phone box inside was factory sealed still, I never opened it to check inside, just packaged it back up to return. Looked to me it's been packed wrong at Sky, they do sell the model they sent to me. That's why I wondered if they kept a log of the IMEI numbers.

Ah, I initially thought the iPhone box had the Samsung phone inside that.
It makes more sense that the SKY packaging had the sealed Samsung phone inside rather than the sealed iPhone.
Does sound like a packing / labelling error at the SKY distribution centre.

Baldytyke88

confused.com2 said:

They've received it from RM, they've confirmed a package has been received. My worry is they are expecting an iPhone to be returned, that's not the case as that's not what they sent me, the return information all referenced the iPhone. Yes they were told within 14 days of me taking the contract out. My worry is they think I've kept the iPhone and returned a much cheaper handset. 

That is what they may think, that could earn someone that is dishonest £500+

If the phones come direct from the manufacturer, then it cannot happen, but you would think that they could trace the serial number.

Mr.Generous

Wondering if someone who works in a despatch department could buy a cheap(ish) Samsung and keep it new and boxed until they have to despatch a high end phone, and simply substitue the package. Presumably all sorts of measures in place to try and counter this, but equally surely measures in place to make sure they don't send the wrong phone? With handsets ranging from say £100 to £2000 they must have something in place. 

confused.com2

You'd hope they'd have security in place to ensure staff can't steal but so much dishonesty now. Surely they must keep a log of their stock, maybe i'm expecting too much but can't the IMEI number be tracked to see who's got the iPhone, an Apple ID must be linked to the missing phone. I've no phone to give to my daughter for Christmas and I'm being billed for it! 

Grumpy_chap

confused.com2 said:

. I've no phone to give to my daughter for Christmas 

I'd like to think that if your Daughter is old enough to get a top end phone, she will be old enough to understand the situation once it is explained to her.  Simply wrap a box of chocolates and add an IOU for the phone.

confused.com2

Grumpy_chap said:

confused.com2 said:

. I've no phone to give to my daughter for Christmas 

I'd like to think that if your Daughter is old enough to get a top end phone, she will be old enough to understand the situation once it is explained to her.  Simply wrap a box of chocolates and add an IOU for the phone.

You certainly live up to your username! I sure most would feel aggrieved to not have the present they've ordered and paid for weeks ago to pass to the recipient on Christmas Day.