Charged for sky TV damages without proof

[sreedhar1]

Hi

I was charged 270 pounds after more than a month of returning my sky TV . When I asked the customer service they are saying nothing can be done if i don't show them any photographs .

My question is 1. how can they charge me that huge amount without any proofs 

2. there are many instances before returning TV I was pulled into a video call to show my TV, when asked about the same the customer service is telling they don't keep records more than 20 days, but how can you expect your customer to have photographs for months ?

[Mark39]

Sky's returns handler will have reported to Sky on the condition of the TV when they received it. The advice is always to take photographs before entrusting the TV to the carrier.

[sreedhar1]

They have charged after more than a month,during this period they have sent us one more TV and when we reported they took the second tv and then the broadband is cancelled and we returned  all sky products. After all this then the sky deducted amount by then I deleted the photographs . How long should we keep the pictures .when I don't have them shouldn't they provide us with pictures of reported damages. without knowing the damage detail how should I agree the 270£ charge.this is not a small amount for me they have deducted from my earnings which is so upsetting 

[caesarome]

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@sreedhar1 wrote:

shouldn't they provide us with pictures of reported damages

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Have you asked them for pictures of the "damage" so have you challenged them about this ?

[Mark39]

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@sreedhar1 wrote:

How long should we keep the pictures .when I don't have them shouldn't they provide us with pictures of reported damages. without knowing the damage detail how should I agree the 270£ charge.....

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I'd keep photos at least until you've had confirmation from Sky that your return has not only been received, but processed.

I would have thought that the returns processing company would have photos of the condition of the returned item when they received it. If so, yes, I agree that Sky should be ab,e to make them available to you on request..In my case the courier also took photos of my Glass when they picked it up.

You've already agreed that Sky may make a deduction for damage in your contract.

https://www.sky.com/help/articles/return-sky-glass

[sreedhar1]

Yes I did but they answered saying it is done by third party and they don't have any proofs

[sreedhar1]

I agree I have signed the document,the sky team also says the same so as we have agreed we should pay whatever amount they say without even letting the customer know about the exact reason for charge and with no proofs just because sky is a big company and is a brand

[Mark39]

There's nothing more we can suggest then, except to raise a complaint.