Return equipment

[Misty09]

I am having a similar problem.  My Sky equipment was collected by Royal Mail on 6th June, however, I keep getting text messages saying that I will be charged for non-return of the items.

[Daniel0210]

@Misty09 
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.

[Misty09]

Yes, I have retained my proof of posting and it shows that the equipment was delivered.

[Daniel0210]

@Misty09 
We need to wait at least 10 minutes from your original post before we can escalate it to Sky so I’ll escalate it at that point 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

[Misty09]

Thank you very much.   Your help is greatly appreciated.

[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.

[Morrow]

I am still waiting for a confirmation in WRITING that they have received two separate returns of equipment.

[removed]

Interestingly also Pricewatch in the Irish Times last week highlighted the cases of elderly people who are being charged over 100Euro for  nothing and can not get through  to Sky customer service (sic). 

An appalling company and I don't know why I stuck with them for over 30 years.

Moderator notes: Removed discussion of legal proceedings 

[caesarome]

@Morrow 

A few questions:

Do you have the proof of posting receipt ?

Have Sky told you that you have no returned the equipment ?

[Morrow]

Yes I have proof of delivery from An Post.

No, I have still not received a written acknowledgement as requested on numerous occasions.

[caesarome]

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@Morrow wrote:

No, I have still not received a written acknowledgement as requested on numerous occasions.

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You will not receive written proof it has been received as the best you will get is an email thanking you for returning it.

[Morrow]

Absolutely not good enough. They have taken tens of thousands from us over the last 30 years and they can't even be a***d to send out a proforma letter.  Far better shot of them!

[SouthcoastButch]

I've tried the messaging team, or Bot but it appears it can't help me .. sky are lucky I carried on with the broadband, at the rate of their poor customer service as soon as this contract is up I'm gone. 

[dafman]

I too am being hounded by Sky for the return of their equipment, even though I returned it over  2 months ago. 

I have spoken to someone in customer services, and gave them all the details of the Royal Mail proof of posting , and was assured that a note will be put on their system, confirming the return. 

This morning I received a message telling me that a charge had been put on my account for the non return of their equipment. Does anyone know how to stop this garbage? I cannot get to speak to a human.

[Daniel0210]

@dafman 

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 which should be straightforward if you have the proof of posting.

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.

[Andmir]

I spent months trying to get a written confirmation of the safe receipt of their equipment. They totally  refused to provide this. In the end we cancelled our subscription, considering we were customers for over 30 years it was astonishing how little they valued us. Also note the recent litigation in Ireland against Sky by the regulator here which of course Sky lost! [Removed]

Moderator note: Removed accusations