topic Re: Returned sky equipment help in Account & Billing

Returned sky equipment help

Kevin781 — Sun, 10 Nov 2024 20:49:01 GMT

Help I sent back my hub and booster in same box and had an email saying thanks for returning on its way to us and now I've received a text and email saying they haven't received the booster and I will be charged for it by the 29th of November. It's a disgrace the way a big company like sky do there returns as seen so many different cases of this happening. Please help.

Re: Returned sky equipment help

Daniel0210 — Sun, 10 Nov 2024 20:52:05 GMT

@Kevin781
Have you kept your proof of posting?

It’s Unipart that deal with returns. 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 like them on the forum.

Re: Returned sky equipment help

Kevin781 — Sun, 10 Nov 2024 20:56:38 GMT

I think I have it somewhere as when I recieved the email saying thanks for returning items I thought I didn't need it anymore as everything was all good.

Re: Returned sky equipment help

Daniel0210 — Sun, 10 Nov 2024 21:01:11 GMT

@Kevin781

It would help if you could find it but I’ve still escalated your post to Sky and their Messaging Team should contact you tomorrow.

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: Returned sky equipment help

Kevin781 — Sun, 10 Nov 2024 21:05:36 GMT

Thank you very much for your help and hopefully can get it resolved as they have clearly received my returns as its the booster they are stating they have received yet nothing about the hub that I also sent in the same returns box

Re: Returned sky equipment help

Kevin781 — Tue, 12 Nov 2024 18:02:19 GMT

Hi. Do you no if I will be contacted soon. Thank you

Re: Returned sky equipment help

Daniel0210 — Tue, 12 Nov 2024 18:06:11 GMT

@Kevin781

You should have been contacted yesterday. I'll re-escalate it when your post is the required 10 minutes old.

Re: Returned sky equipment help

Daniel0210 — Tue, 12 Nov 2024 18:13:22 GMT

@Kevin781

Re-escalated. If you're not contacted by 7pm it will be tomorrow.

Re: Returned sky equipment help

Kevin781 — Tue, 12 Nov 2024 19:15:28 GMT

Thankyou very much Daniel

Re: Returned sky equipment help

Kevin781 — Thu, 14 Nov 2024 08:23:52 GMT

Still haven't been contacted. Very disappointing there lack of customer service.

Re: Returned sky equipment help

Daniel0210 — Thu, 14 Nov 2024 08:56:10 GMT

@Kevin781

I've escalated it again. If no response by tomorrow you may have to call.

Re: Returned sky equipment help

Lisa-P1987 — Thu, 14 Nov 2024 11:17:29 GMT

Thanks for escalating this. We’ve sent Kevin781 an invite to chat.