Returned Sky Q Equipment, but being chased for non-return

[ChrisWales99]

I have returned my Sky Q Equipment & Cables, and have Royal Mail Tracking to prove delivery, but Sky (over 5 weeks later) are emailing & texting stating that the equipment has not been returned, and I will get a charge.

[I have images of the returns box, showing items included, & a note providing my A/c Number etc. as required, plus images of the Royal Mail Tracking proving delivery]

I don't want to telephone, as I would not have any evidence of the conversation.

What is the best way to communicate with Sky to get them to accept that they have received the equipment, and stop chasing me?

Chris

[caesarome]

We can alert the messaging team for you if you would prefer but they will not contact to until tomorrow regarding this so let us know if you want Sky to contact you via here tomorrow?

[ChrisWales99]

Yes I would appreciate someone from Sky contacting tomorrow.

Thank You

[caesarome]

@ChrisWales99 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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

When the chat bubble does appear tomorrow you will have 48 hours to respond or it will be automatically closed.
This isn't a live chat so replies are not instant.

[Lisa-P1987 · Accepted solution]

Update - Spoken to @ChrisWales99 and have updated their account after checking tracking 🙂

[GedOH]

I am having this same issue. All of my equipment was returned weeks ago!

How do I get this resolved?

[Daniel0210]

@GedOH 
Have you kept your proof of posting?

Before Christmas returns were taking 2+ weeks to be processed by Unipart (who deal with the returns) and they aren’t the quickest in then updating Sky that equipment has been received. Let us know in this thread about the proof of posting and we can maybe get you some help from the Messaging Team.

If you have the proof it’s apparently a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

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.

[GedOH]

Hi Thank you for quick response.

Yes, I have the tracking number that confirms delivery.

[caesarome]

@GedOH 

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:
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.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

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

[Lisa-P1987]

Hi there @GedOH I am not sure if you are just not getting our messages or if your device has some sort of privacy on it, but the equipment has been updated with the tracking and the credit on the account refunded 🙂

[Lisa-P1987]

Hi there @GedOH  I can see you have messaged our team again asking for an update so I don't think you are receiving our messages. 

I have tagged you here in hopes that you have email notifications turned on to get this and the above message that the necessary update was done for you. 

[Jen79]

I'm also being chased however returned everything I had in one box the day I got the returns packaging. I put all the tv and broadband equipment in one box and sent it but then got packaging for the broadband several days later which of course I had already returned in the first box. Is this where sky have gotten confused as I have nothing else to send back? 

[Daniel0210]

@Jen79 

They ultimately go to the same warehouses. 

Have you kept your proof of posting?

Unipart are the company that deal with the returns. Before Christmas returns were taking 2+ weeks to be processed at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from the Messaging Team.

If you have the proof it’s a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

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.

[Jen79]

I've been desperately trying to find the receipt but as I sent it and it was confirmed delivered by Royal Mail I have a nasty feeling it may have got caught up with other papers and shredded by mistake. Now I don't know what to do?