£50 charge for a box they forgot to order

[SallyDavo]

Sky have messed up and the engineer did not bring our multiroom box. The call centre won't send it unless I pay £50 and await a refund, which is terrible as the whole error lies with them. The operator was adamant the situation could not be resolved and I now await a manager calling me. Anyone else had this? The customer service has been appalling ☹️

[Mark39]

I suspect Sky's computer system is designed in such a way that payment must be made before the order can be progressed. Usually advisers don't have the ability to override what the computer demands.

[Steviso]

Hope it all works out for you. It seems it's always anyone's fault but sky.