Equipment Return Fee Dispute

[CarolineHackett]

I’ve been charged a returns of equipment fee, but I can confirm that I returned all the equipment using the packaging and return label provided by Sky. Unfortunately, I no longer have the tracking number

[caesarome]

@CarolineHackett 

We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” at the bottom of this page if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

[Daniel0210]

@CarolineHackett 

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

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out but be aware that without proof of posting Sky may refuse to cancel the non return fees. 

[CarolineHackett]

Thank you, I’ve tried contacting support several times but keep getting redirected to guides and automated information. My issue requires direct assistance, not generic help pages. Please escalate this to a real support agent or manager as soon as possible so it can be properly reviewed and resolved. 😞 

[Daniel0210]

@CarolineHackett 
You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

As @caesarome and I have already stated, the escalation process to the Messaging Team is not available. You will need to persevere on the phone but cancellation of those fees is at Skys discretion. You'll find thousands of posts on here where customers are advised to keep the proof of posting indefinitely.