GRACE ON THE CASE: I ordered an iPhone 11 from Sky but a box of screws turned up – now I am stuck paying a 36 month contract

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  • A Sky customer ordered an iPhone 11 delivered to his home
  • When it arrived, it just had a sim card with nuts and bolts
  • Sky and DPD refused the refund and he was stuck on a 36-month contract
  • Do you have a consumer problem? Contact: [email protected]

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I was about to have an iPhone 11 delivered. When it arrived, I opened the box and there were eight screws in the box containing the SIM card.

I asked Sky to check and it took several weeks to finally let me know while chasing DPD they think I’m lying and I actually have the phone so pay me a three year contract Will happen.


It acknowledges that the weight on the parcel is wrong but no one will answer my simple questions and now it has closed the case and is demanding payment every month.

i need help proving i don’t have the phone i went to the police who are investigating further as the sky advice phone has been turned on but can’t tell me where it was and assumes that it was not with the sim. Shipped out with phone. LP, via email

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A Sky customer was given a box full of screws instead of the iPhone 11 she ordered

Grace Gosden, consumer expert for This Is Money, answers: The situation with Sky was driving you crazy after you claimed the iPhone you ordered.

You ordered an Apple iPhone 11 64GB in October for £20.12 a month on a 36-month contract. The order also included a 6GB data SIM from Sky.

However, you were confused after the box arrived but the call did not come.

After talking to both Sky and DPD, who delivered the parcel, she said she would have to launch an investigation before deciding to take action.

You add a parcel weighing 186g and not 1.04kg certified by DPD on the package.

After weeks of looking at the situation, it was finally confirmed that the iPhone 11 was activated using a Vodafone SIM on the day you received your phone.

In light of your complaint, the firm has blacklisted the device, which means no calls, texts or data can be used.

However, Sky said you should file a police report about the stolen phone and see what they can do for you, while it continues its investigation.

grace on the matter

Our weekly column sees This Is Money consumer expert Grace Gosden tackles readers’ problems and shines a light on both the good and bad of companies.

Do you want him to investigate a problem, or do you want to praise a firm for going that extra mile? Keep in touch:

[email protected]

Finally it came back and said it couldn’t be helped and assumed you had the phone.

As a result, it asked you to pay a monthly contract which would cost you a total of £724.32.

You’ve been a Sky customer paying around £100 a month for TV and broadband and were furious when the firm said you had to pay for a three-year contract.

As a result, you canceled your Sky TV and broadband because you didn’t want to pay any more money to it.

I contacted Sky to see what happened and if it has proof of why it is assumed that you have the phone.

A Sky spokesperson said: ‘We apologize for any inconvenience this delivery issue has caused Mr P. According to both our own test and DPD, the package arrived on time unopened and undamaged.

‘However, as a gesture of goodwill we have sent a replacement iPhone to Mr. P. We also understand that Mr. P has contacted the police to report a stolen device and we will assist with any inquiries made by the authorities.’

Sky said it has credited one month’s Sky TV bill to your account as another gesture of goodwill.

Luckily you were able to get the phone you ordered and get an apology from Sky for messing it up – but still worried how a situation like this could happen.

A Hermes customer was disappointed after a parcel containing a mobile phone was lost

A Hermes customer was disappointed after a parcel containing a mobile phone was lost

‘Hermes won’t pay me even though I’ve lost my parcel’

I recently upgraded my mobile and decided to sell my old mobile on Facebook Marketplace for £200. I was contacted by a buyer outside my local area, who offered to buy and pay for postage.

It’s not something I usually do, but a quick look online and saw that through Hermes I could drop it off at a local shop and it would deliver it for me which I duly did.

I was following the progress of the parcel on their website and it didn’t seem to be getting anywhere. I contacted him, as the recipient had also contacted to say that it had not been received.

Came back to say it was lost and that I should provide the person with a refund and fill out the claim form. After several weeks and after I provided the details, it came back and cost me £20 and delivery cost £3.85.

It quoted that I should have paid for the insurance to protect myself against losing the parcel but that sounds surprising to me. JB, via email

Grace Answer: It seemed completely unfair that Hermes might lose your assets and then suggest that it was your fault for not buying insurance.

It was outrageous to get only £23.85 instead of the £200 price tag of the Huawei P30 Pro and you’d be shocked it was all it was willing to do.

I contacted Hermes to ask why it wouldn’t refund the full amount and how it managed to lose the phone in transit.

A Hermes spokesperson said: ‘We are in contact with Mr Bee to apologize for any inconvenience caused and to offer him a gesture of goodwill to cover the cost of the phone.

Hermes successfully delivers over two million parcels per day and losses are rare.

Items shipped via the ‘network automatically come with a £20 cover as standard and like every other carrier Hermes offers its customers the option to add additional covers for higher value items for a small fee. does.’

While you now have your money back, the buyer still has a phone left without him and it is not confirmed whether he got the £200 back.

There are also some items that are not covered by Hermes, including laptops, TVs, and jewelry. Customers can check which items are…


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