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Discussion topic: Returning equipment

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This message was authored by ShauniD220990 This message was authored by: ShauniD220990

Returning equipment

I have just received a message saying I will be charged for not returning old sky equipment when I know that I have returned it. After upgrading to sky glass I received a returns label and packaging and followed the instructions exactly as it said. I know longer have the tracking information as this was months ago. Since then I have received another returns package and a message saying to return the box. As stated before this was done months ago and for some reason I am now being charged. 

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This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Returning equipment

Posted by a Superuser, not a Sky employee. Find out more

@ShauniD220990  Without the proof refunds are at sky's discretion but to see if they can 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


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Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Returning equipment

Posted by a Superuser, not a Sky employee. Find out more

@ShauniD220990 

 

edit: post has just been escalated ~ Unfortunately without you having kept the proof of posting any reimbursement of non return fees would be at Skys discretion. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
ShauniD220990
Topic Author
This message was authored by ShauniD220990 This message was authored by: ShauniD220990

Re: Returning equipment

Do you know which number to phone? To get the correct department 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Returning equipment

Posted by a Superuser, not a Sky employee. Find out more

@ShauniD220990 

Your post was escalated by @SKY1992bf so Sky may contact you in the next hour or more likely tomorrow. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Returning equipment

Posted by a Superuser, not a Sky employee. Find out more

@ShauniD220990 wrote:

Do you know which number to phone? To get the correct department 


@ShauniD220990  You don't have to phone if you don't want to as I've escalated this sky community chat who hopefully will contact you via the forum sometime tomorrow 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others


If you would like to post a “Send Your Thanks to Sky” message please click Here
This message was authored by HGall This message was authored by: HGall

Re: Returning equipment

Hi there we have the same issue, sent back old equipment 18 November at Post Office when we upgraded.  Kept received until received by Sky then binned it.  Now getting texts saying not received and we will be charged.  However, I can't see how to start my own chat.  Can you help escalate for me?

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Returning equipment

Posted by a Superuser, not a Sky employee. Find out more

@HGall 
To see if they can help I’ve escalated your post to Sky and the Escalation Team may get in touch with you later. Bear in mind that without you having the proof of posting any cancellation of non return fees will be at Skys discretion.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by HGall This message was authored by: HGall

Re: Returning equipment

@Daniel0210 one more question, how long should I wait for invite to arrive before chasing?

 

This message was authored by caesarome This message was authored by: caesarome

Re: Returning equipment

Posted by a Superuser, not a Sky employee. Find out more

I have alerted them again for you so look out for the chat over the next few hours, hopefully.

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If you need help please provide as much information as you can
This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Returning equipment

Posted by a Superuser, not a Sky employee. Find out more

@HGall 

I would have expected any chat invite to have been sent by now but they aren't guaranteed. You could give Sky a call but as previously stated without you having kept the proof of posting Sky may decide not to withdraw any non return fees. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Returning equipment

Posted by a Sky employee

Thank you for escalating this. We have sent HGall an invite to chat 🙂 

Thanks

Lisa - Sky Tech Team Expert
This message was authored by HGall This message was authored by: HGall

Re: Returning equipment

All sorted now, thanks for the help @Daniel0210 

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