Knowledge Base

How easy was it for you to sell us your old phone?

Started by: amy_b_d
On: 05/09/2017 | 08:58
Replies: 31

by: amy_b_d
handy giff-staffer

on: 05/09/2017 | 08:58 edited: 06/09/2017 | 13:37

Good morning folks. 


Some of you might be aware that on our Marketplace site, you are able to sell your old phone for some lovely cash and use it towards a shiny new phone. 


We will start handing out leaflets with every phone sold, explaining you can sell their old phone to us. It's a really simple and easy process. Go to the site and tell us the condition of your phone to get a rough- estimated quote. You then send us your phone and get an accurate quote back, where you can then decide to sell it or ask for your phone back. 


If any of you have sold us your phone, we'd like to know how the experience was for you and the best feedback we'll be included on the leaflet.


Cheers everyone. =)



P.S. If you haven't had a positive experience, please share your feedback anyway because we can make improvements where it's needed.

rbyawards_logo_v2.pngAt giffgaff we believe that when we all work together, we can really go places. We are the mobile network run by you.
Member Engagement Specialist

Message 1 of 32
by: endorphin
on: 05/09/2017 | 10:47

I've not done this myself yet but I have responded to some queries about the "trade in" process. The main disadvantages being conveyed are:

  • the process is actually two separate transactions rather than one seamless one
  • there's a risk that if you successfully sell your phone to giffgaff you will be rejected to buy one using the Pay Monthly scheme
  • you will be without a phone between selling your old one and buying the new one. Of course you could do it the other way around but some people might require the funds from selling their old phone to fund the new one.

Sorry to be negative but it's not quite a "trade in" process.

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Message 2 of 32
by: woodyuk
on: 05/09/2017 | 12:42 edited: 05/09/2017 | 18:52

Q.How easy was it for you to trade in your old phone?


A.Impossible because giffgaff don't offer a trade in facility.


The term "trade in" universaly applies to a process where the value of your old item is deducted from the price of the one that you're buying and you just pay the difference and is a single transaction.


As mentioned by @endorphin above though,there is no faclity to do this with giffgaff,only a process needing two separate transactions,one to first sell your old phone to giffgaff and a second one to buy the new phone.


So,in order to avoid causing both confusion and dissapointment to their members,the first thing that giffgaff and their staff need to do is never use the term "trade in" and the title of this thread should read "How easy was it to sell your old phone to giffgaff?".

Message 3 of 32
by: magspider
on: 05/09/2017 | 19:23


I found the whole thing very difficult.


I entered which handset I have into the website, and once I got the valuation i was laughing so much I was unable to continue.


[ No spiders were harmed in the making of this post ]

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Message 4 of 32
by: tazzy19
on: 05/09/2017 | 20:02 edited: 05/09/2017 | 20:05


To be honest it was absolutely abysmal, I sent in my S6, well wrapped and boxed, I then get a message that it is only worth £19, would I like to go ahead... not blooming likely.

I asked an agent to look into the drop in price offered, 

Thanks for getting in touch.

Upon receipt and assessment of your device it was found to have lcd screenburns.

All mobiles have an LCD screen, the LCD screen is a layer of liquid crystals sandwiched between two sheets of glass, when you apply too much pressure to these crystals you can disrupt not only the physical layout of the crystals but also their position.

This can lead to a permanent pressure mark damage, as well as screen damage being shown in a pixelated appearance, white spots, shadows or a bruise.

This damage is most notable when the device is on a white background.

Phone display shown below.

Not a perfect picture, owing to the fact that it it is taken via a camera phone under fluorescent light, the diagonal bars are not actually on the display










To add insult to injury it was returned in a silly cardboard sleeve that wouldn't have offered any protection. And now I'm without the original box, thus lowering resale price even more.

Not at all impressed. Disgusted.


Message 5 of 32
by: amy_b_d
handy giff-staffer

on: 06/09/2017 | 08:46
Morning everyone.

@tazzy19 I'm very sorry to hear about your experience trying to trade in your phone. The only thing I can recommend doing, is putting a complaint through and to have this particular issue looked into properly. Especially if the box wasn't returned which reduces the value, were you to sell it elsewhere.

All of this feedback has been passed on to our Marketplace team and they'll look into your comments one by one.

If anyone has traded in their phone and had a positive experience, please let us know. =)

rbyawards_logo_v2.pngAt giffgaff we believe that when we all work together, we can really go places. We are the mobile network run by you.
Member Engagement Specialist

Message 6 of 32
by: kath72
on: 06/09/2017 | 09:20
you didn't want mine Smiley Sad Smiley Sad
I guess you only want 'new' old phones

Is there potential to offer a phone recycling service... I have several which are completely obsolete but contain all sorts of metals and things which deserve another life rather than landfill
Message 7 of 32
by: itwashimnotme
on: 06/09/2017 | 09:31 edited: 18/06/2018 | 10:33


Message 8 of 32
by: amy_b_d
handy giff-staffer

on: 06/09/2017 | 13:39
Hey @woodyuk I wanted to let you know that I've amended the title and thread description to say sell your phone. You are dead right, I should have been saying sell rather than trade in your phone. We even say on the site sell your phone so it could have been me mixing up my old terminology from my days working in retail where we used the term trade. =)

rbyawards_logo_v2.pngAt giffgaff we believe that when we all work together, we can really go places. We are the mobile network run by you.
Member Engagement Specialist

Message 9 of 32
by: tommy_92
handy giff-staffer

on: 06/09/2017 | 15:11

Good afternoon everyone,


Want to say thank you for sharing your comments and experiences so far, it's important for us to be able to improve to make things better and the only way to do that is through talking like we are now.


What I've gathered so far:


- giffgaff buying price isn't as strong as others out there

- transparency needed how we access price (maybe extra value for original box/accessories?)

- section on what to send in the parcel for the phone assessment

- more phones to be allowed to be sold back to giffgaff

- phone recycling or more detail around this as we do already recycle devices that we can't refurbish.


Would I be correct in saying the communication from agents was informative?





Message 10 of 32