topic Re: Failure to return equipment. in Account & Billing

Failure to return equipment.

CPG9737 — Thu, 15 Aug 2024 12:59:30 GMT

I have sent two sky stream pucks back to sky in the same box, now they are saying that they have recieved one but not the other.

How can this be possible when they were both in the same return box? I only have proof of postage not proof of whats in the box.

Whats going to happen to me? will I go to prison? This is really affecting my anxiety, my mental health is suffering because of Sky.

Re: Failure to return equipment.

Mark39 — Thu, 15 Aug 2024 13:23:54 GMT

You certainly won't go to prison! We can ask Sky's messaging team to contact you here so that you can discuss it with them via a private online chat, if you wish? Have your proof of posting to hand.

Re: Failure to return equipment.

Fothergill1 — Thu, 15 Aug 2024 14:16:58 GMT

@CPG9737 The same happened to me a few years ago when returning a Sky Q multiroom box. A quick chat with customer services resolved the problem. They admitted at that time that the returns process was not up to scratch and unfortunately it doesn't seem to have improved. It's nothing for you to worry about and as you have proof of postage it can be resolved simply enough.

If you would like your problem escalated to the online messaging team for an online chat just post back here asking for it to be escalated.

Re: Failure to return equipment.

CPG9737 — Thu, 15 Aug 2024 15:16:44 GMT

Yes please, could someone get back to me

Re: Failure to return equipment.

Daniel0210 — Thu, 15 Aug 2024 15:22:07 GMT

@CPG9737

To see if they can help I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Failure to return equipment.

Lisa-P1987 — Thu, 15 Aug 2024 15:50:50 GMT

Thanks for escalating this. We’ve sent CPG9737 an invite to chat.