Returned SKY Equipment

[Lisa-P1987]

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

[alexmatheson93]

HI, I have also been chased to return equipment which i can asee has already been delivered and have proof of postage for. Please could i speak to someone from sky?

Thanks

Alex

[Daniel0210]

@alexmatheson93 
We have to allow at least 10 minutes before we can escalate your post 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

[SKY1992bf]

@alexmatheson93 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

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

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Addie15]

HI there! Thank you for escalating this. We have sent an invite to @alexmatheson93.

[richdown]

In March on electing to leave Sky I returned my Sky Q box in the packaging supplied as requested. On the 23rd of March Sky sent me an email telling me they knew the box was on its way back. They have now sent me two more emails reminding me to return the box and threatening to charge me if it doesn't come. Their chatbot instead of trying to help in any more practical way, (perish the thought I could talk to a human being), referred me to this community.  Please forgive me for sounding unimpressed. Is there any help you can offer me

Many thanks

[Daniel0210]

@richdown 
Have you kept your proof of posting or do you still have that email from Sky saying it's 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 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.

[richdown]

Thanks. I missed the bit about keeping a receipt but I do still have Skys email which I hope will carry sufficient weight

[richdown]

Thank you for your help. Just hope I get somewhere.  I just hate trying to explain a problem to a machine

[caesarome]

@richdown 

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.

[Tom-W19]

Thanks for escalating. We've sent an invite to @richdown.