Return equipment

[williampr43]

Hi I was asked to return my sky Q when I moved to sky stream. I did this via the royal mail package provided and received a note saying sky was aware the parcel had been posted. But since then I have had two emails from sky asking for it's return and threatening to charge me for the sky q equipment. Can anyone advise what I should do ?

[Daniel0210 · Accepted solution]

@williampr43 
Have you kept your proof of posting / tracking information / email from Sky confirming package with 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 like them on the forum.

[williampr43]

Thanks for the reply, yes I still have the email confirming the equipment was picked up.

[williampr43]

Thanks for the reply, yes i still have the email confirming parcel was picked up by the royal.mail.

[caesarome]

@williampr43 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[JamesMer]

I'm having the same issue. Got a message thanking me for returning my equipment then still getting billed.

Thanks,

[caesarome]

@JamesMer 

Although you have the thanks message do you still have the receipt from when you sent it off ?

[Greenfingers001]

Thanks for escalating this. We’ve sent @williampr43 an invite to chat.

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

[Exmouthrocks]

I've got exactly the same problem.

Emails saying 'thanks for returning, our courier has it etc' then one saying 'we haven't got your equipment, where is it?'.

I have the proof of posting and a scan from the Royal Mail website showing that it was received and signed for.

Now what?

[caesarome]

@Exmouthrocks 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Mr+Flibbles+86]

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

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

[Exmouthrocks]

Thanks for the (very swift) help!

Online chat should result in my account being cleared (equipment receipt confirmed) within 24 hours.

Assuming this IS the case, I'll be happy.

It's a shame I had to go through this to get the confirmation though... 😒

[Exmouthrocks]

Unfortunately, despite being told that my account would be updated within 24 hours to reflect receipt of the returned items, that wasn't done. They're still showing as 'in transit'.

[caesarome]

I have escalated your post again @Exmouthrocks , so if they haven't made contact by 7pm at the latest or should be the morning that you are contacted again about this.

[Addie15]

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