Hi everyone,
I’d like to give you an update on the Sell my phone service. Over the last few weeks, we’ve been listening to your feedback and trying to find a solution. Unfortunately, we’ve not been able to find a solution that works for everyone, and so the Sell my phone service will remain unavailable until further notice. If you still have a phone waiting to be sent, please don’t send it in.
Our members are always our number one priority, and we don’t want to offer any service that can’t live up to the high standard you expect. This hasn’t been an easy decision to make, but we think it’s the right thing to do.
After pausing the service on Friday 6th March, the team has been working hard to make sure that you can either get paid, or get your phone back. We know that there are still a handful of people left to get to, and we want to make sure that we get you all sorted. If you’re one of those folks, drop the agents a line if you haven’t yet and they’ll look into it for you. Try and have your order information ready in case they need it.
Don’t worry, this won't spell the end of the Sell my phone service. We’re still looking for ways to provide it for those who need it in a way that works for everyone.
Thanks,
Sean
Original post:
Hi everyone, it’s Sean here. I’m the head of commercial partnerships at the gaff, and I’ve got a bit of news about our ‘Sell your phone’ feature.
We’ve been talking with our suppliers over the course of today, and to make sure that the ‘Sell your phone’ service is able to operate at the high standard you expect, we need to pause it until we’ve been able to resolve some issues.
This means that from this afternoon, you won’t be able to trade in a phone on giffgaff.com. You’ll still be able to buy new and refurbished phones, but you won’t be able to trade in your old ones.
Sorry for the inconvenience, all, we’ll do what we can to get this sorted.
Thanks,
Sean
Update: Hi all, I’ve been following along with your replies since Friday, and I want to thank you for all your feedback over the weekend. I’m in conversation with our supplier to solve these issues that some of you have been experiencing. Either myself or Will will update you as soon as we can.
Update: Hi all, I've given a further update below.
Update: We've now been able to turn on some features for members who were already in the process of selling a phone when we paused. There's more information in my update here.
