Charge for returned equipment

[Psb90]

I recently cancelled my Tv and broadband, and sent both my TV box and Broaadband box in the provided packaging. Both in the same box, and have received confirmation sky have received this package. Now I have an e-mail saying I will be charged 53 pound for non return of the broadband box, if they received the package I don't understand how they can only have received one part and can't get anyone on the phone or chat. Thanks 

[GD1]

@Psb90  When did you return the items?  Did you keep proof of postage?

[Daniel0210]

@Psb90 
Have you kept your proof of posting?

Unipart 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 Skys Messaging Team.

If you have the proof it should be fairly straightforward however 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.

[Psb90]

I have proof of postage will need to dig it out but I also have a message from sky confirming they have received the equipment 

[Daniel0210]

@Psb90 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread 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 periodically.

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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Psb90. 

[Jbad88]

Sky have done the exact same thing to me. Seems to be running theme of charging customers for non returning of equipment despite confirming they have already received the equipment. Have made it impossible to contact Sky to actually resolve this so they can just charge the customers and additional £53 for equipment they have in their warehouse. Would appreciate any assistance with this and will be reporting this also as do not think it's right that multiple customers are having to jump through hoops to get their money back from Sky for an issue Sky have caused. Or are Sky just hoping that customers will go away and they can keep the money?

[Daniel0210]

@Jbad88 
Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

With or without proof of posting we can maybe get you some help from Skys Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you have the proof of posting and if you want to engage in a chat with Sky.

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.

[Jbad88]

I have proof of postage and as stated Sky even confirmed receipt of the equipment that they charged for. Trying to blame this on any other company is beyond a joke, Sky contact a customer to confirm receipt of equipment, Sky charge the customer. You are trying to say Unipart are responsible for this when they do not message the customer or charge the customer. 

I've been trying to contact Sky but they refuse to allow customers to speak with humans only allowing AI interface. Being a sky customer is the worst experience and all the issues experiencing still yet to even be able to speak with a human. Would advise everyone to avoid Sky, especially with charges for equipment they confirm as received but they charge for afterwards anyway and make it impossible to claim back unless you go to a message board for help

[Daniel0210]

@Jbad88 

I can get you some help but want to point out the Sky Community is a customer led discussion forum where Sky customers are available to help other customers and you aren’t contacting Sky Customer Services.

[Daniel0210]

@Jbad88 

I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread 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 periodically.

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

[Greenfingers001]

Thanks for escalating this. We’ve sent @Jbad88  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Jbad88]

Sky confirmed they received the equipment and it was an error charging me and will be refunding me. Strongly advise anyone who is returning sky equipment to be wary as this seems to a running theme of acknowledging receipt of the equipment then weeks later charging you for the same equipment in the hope you won't follow up.

[Daniel0210]

@Jbad88 

Thats why we advice customers to retain the proof of posting and keep it indefinitely. 

[Aqs786]

@Sky

I returned my equipment to you on time and verified with two agents who confirmed I wouldn't be charged so why am I now receiving chaser emails from a debt collection agency?