topic Re: Returned equipment not acknowledged. in Account & Billing

Returned equipment not acknowledged.

KevDread — Fri, 06 Sep 2024 19:35:41 GMT

I returned some Sky equipment, when i closed my account, I have an email to prove this, plus a message in my old Sky account. Sky however, have sent me text messages asking for the equipment back, and now have apparently issued a charge. This is causing me stress and worry, that it will unduly effect my credit rating. If this continues, I will seek legal action. K.CHAFFEY.

Re: Returned equipment not acknowledged.

Daniel0210 — Fri, 06 Sep 2024 19:37:56 GMT

@KevDread
Have you kept your proof of posting or that email?

It’s Unipart that deal with returns and they are taking a number of weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from the Messaging Team.

If you have the proof it should be a fairly straightforward process. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.

Re: Returned equipment not acknowledged.

KevDread — Fri, 06 Sep 2024 19:47:43 GMT

I disposed of the postal receipt, when I received the confirmation email from Sky. I have kept the email. I have sent Sky a couple of emails explaining this already, and if I have to provide the proof, I will charge £75 for administration costs. The onus is on Sky, not me, to keep an accurate record of what has been returned & received.

This has already taken up too much of my time...needlessly.

Re: Returned equipment not acknowledged.

SKY1992bf — Fri, 06 Sep 2024 19:50:54 GMT

@KevDread unfortunately sky doesn't see it that way and the onus is always on the customer

To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

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

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

Re: Returned equipment not acknowledged.

Daniel0210 — Fri, 06 Sep 2024 19:53:17 GMT

@KevDread wrote:

if I have to provide the proof, I will charge £75 for administration costs. The onus is on Sky, not me, to keep an accurate record of what has been returned & received.

@KevDread
In case you aren’t aware we are mainly fellow customers on here trying to help other customers and you’re not contacting Sky Customer Services by posting on the forum. Threatening to charge Sky is pointless. Do you want your post escalating? If not you'll need to call.

edit: escalated.

Re: Returned equipment not acknowledged.

KevDread — Mon, 09 Sep 2024 10:33:35 GMT

So, you're not an employee of Sky 🙄

(removed)

More time wasted.

Moderator note: Removed inappropriate language

Re: Returned equipment not acknowledged.

Daniel0210 — Fri, 06 Sep 2024 19:54:20 GMT

@KevDread

You appear very ungrateful to Sky customers who are only trying to help you.

Re: Returned equipment not acknowledged.

KevDread — Mon, 09 Sep 2024 10:42:13 GMT

But you haven't helped, have you ?

I'm none the wiser, due to your involvement. In fact you told me that my intention to charge Sky is pointless, how is that helpful ?

I will just block Sky from sending more texts, ignore any emails, and indeed take legal action if my credit rating is effected in ANY way.

(removed)

Moderator note: Removed innapropriate remarks.

Re: Returned equipment not acknowledged.

Daniel0210 — Fri, 06 Sep 2024 20:05:33 GMT

@KevDread

Your issue has been escalated to Sky who will hopefully contact you tomorrow. It's up to you whether you engage in it or ignore it.

Re: Returned equipment not acknowledged.

Kelsingra — Mon, 09 Sep 2024 10:36:01 GMT

Hey @KevDread

Thanks for using the Sky Community.

I am really sorry and do apologies, looks like there were some issues with the escalation and it did not get through to the Team. I will re-escalate your case to them now.

Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.
You can find more information here:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Returned equipment not acknowledged.

Tom-W19 — Mon, 09 Sep 2024 10:42:41 GMT

Thanks for escalating. We've sent an invite to @KevDread.