We're putting Sell your phone on pause (now un-paused!)

kashwell

Hi everyone, Sean here, head of the Phones team at giffgaff.

As you might know, giffgaff’s phones pages have gone from being a small part of what we offer to a core part of how people interact with giffgaff. We’ve gone from offering just a few phones on either a pay monthly or outright basis, to offering preowned and refurbished phones, as well as the ability to trade in phones you no longer need.

To do this, we work with a lot of companies behind the scenes to manage it - the manufacturers themselves, inventory management companies, technicians, courier services, and more.

Unfortunately, due to some critical operational challenges with one of our partners, and despite our best efforts in trying to resolve them, we’ve decided it’s in the best interests of members for us to temporarily put the ‘sell my phone’ feature of giffgaff on hold. This means that in the short term, we won’t be able to offer Marketplace trade-in on your old devices.

If you’ve got a phone that’s currently in transit or waiting for inspection, then you should not be impacted. However, if you’re concerned about the status of your trade-in for any reason, our agent team will be able to investigate for you.

Since we launched early last year, it’s become very clear how much people value being able to trade in their phones to reduce waste (and save a little on their next one), and we're sorry that this is going to be inconvenient for those of you who were planning on using this feature. We’re going to continue to work with our partner to get it back up and running as soon as we can and we'll share news on that when we have it.

Many thanks,

Sean

UPDATE - September 21st, 2018

Dear Members

Following on from our message to you on the 23rd August about us pausing sell my phone on giffgaff. We are very pleased to announce that we are confident that the operational challenges we highlighted have been resolved and later today we will be re-activating “sell my phone” once again.

Thank you all for your patience and support during this period

Have a great Friday

Sean

persco

Good move by giffgaff on this. Complaints especially on social media were getting too much with people publicly advocating not patronising giffgaff’s marketplace. Valuation of the phone on the site and what people were getting after sending phone was a joke.

mcilwraith

thanks for the info

a couple of my answers on help and support today are now wrong 😀

ramada03

Good Evening

Slightly disappointed with this news as Giffgaff have 2 phones of mine that have been delivered to yourselves.

I really think that you should stop the auto delivery of return envelopes as I used this service to return the phones earlier this week.

How are these phones returned to the customers if you have stopped this service?

figment_uk

@ramada03

Paragraph 5 of the opening post should address your issue.

harrybeau

Seems a good idea to me. The complaints we were seeing were in danger of damaging giffgaff's reputation.

jaymailsays

The valuations for used phones, particularly where accounts were not removed, were nothing short of scandalous.

Unless a fairer deal can be guaranteed the retirement of this feature should be permanent.

Off Topic slightly, how is it that Argos sell Samsung S9+ New for £799.95 when giffgaff charge £869?

giffgaff20147

@kashwell

Thanks for imformation ,

bad news for some

kmichael

Hallelujah! High time someone looked at the big picture.

pete2009

Thanks for the update. Hopefully giffgaff can offer the service again in the future if the issues can be resolved.

Cheers

cloughey

Thanks for the update, looks as if complaints were increasingly so hopefully you will be able to address and relaunch the service soon.

avaeis

I received less payment for the sale of my phone and I have a email stating the correct amount which should have been paid

Can you please give me solution to this?

persco

@avaeis wrote:

Hi
I received less payment for the sale of my phone and I have a email stating the correct amount which should have been paid
Can you please give me solution to this?

Hi @avaeis You will need to raise a ticket with the agents using https://support2.giffgaff.com/app/ask/Selling-my-phone/Payment/form/

They will respond within 24hrs. Check for reply from agents using link below https://giffgaff.com/support/questions

frannie2512

Appreciate what you say but would like some kind of response and conclusion to my transaction. Two phones quoted for and posted off well within the time scale. Can we get this concluded please?

persco

@frannie2512 wrote:

Appreciate what you say but would like some kind of response and conclusion to my transaction. Two phones quoted for and posted off well within the time scale. Can we get this concluded please?

Hi @frannie2512 This pause shouldn’t affect you as you sent them off before this announcement but raise a ticket with the agents using link below to check status of the transaction https://support2.giffgaff.com/app/ask/Selling-my-phone/Payment/form/

They will respond within 24hrs. Check for reply from agents using link below https://giffgaff.com/support/questions

raggaman2

Just as I was looking to trade in aswell. Oh well

tfloyd

Big sham sent my phone in samsung s9+ took them 7 days to msg saying they received it when I know that it's been there for 7 days to tell me they will give me less than half what they originally stated due to my phone been water damaged which is impossible as the phone came straight out of the box in to there pre post packaging which I double boxed and double bagged now give me 2 days to accept or reject otherwise they will automatically pay me the new quoted price but nothing on my account for me to accept or reject

tfloyd

giammy85

thanks for this update

jaimee14

Why let me send my phone in to sell then just as it shows it was delivered to you it's not a service you offer anymore ? My phone was received by you on the 23rd so what happens now ?