Shipment of Sky Q box lost

[Henry591]

I am a customer of SKY for more than 12 years.  A Sky technician booked the shipment of a new Sky Q box.   My existing one was more than 8 years old.   The new one was dispatched promptly  but I was not there to receive it.  The tracking app says it is returned to SKY.  I have called SKY three times and each time the call center support says they have booked a replacement.  Each time nothing is notified to me and no Sky Box is actually dispatched.   What is going on with the call center and why cannot they send me a replacement based on the previoius authorisation?  Do they not trust the one they sent to be returned by the courier company they hired?  How can I get out of this loop of no response?

[Tom-W19]

Hi @Henry591 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Henry591]

will i recieve any contact in respect of this issue from the Sky experts?

[PandJ2020]

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@Henry591 wrote:

will i recieve any contact in respect of this issue from the Sky experts?

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Your post was escalated by a Sky employee.  Check the link they posted for information on how to engage.

[Henry591]

I am sorry to say that one month later this is still not resolved.  What is worse Sky has sent me a message saying the box has been lost or stolen and they will charge me.  The loss is due to the delivery company, I suspect, DPD which frailed to return the new sky box which was not delivered to me because I was not able to answer the door.  On the DPD website it continues to state that the package is being returned to Sky.  

This is totally unacceptable as I am being made to pay (lost use of service) for the lack of performance of a company providing services under contract to Sky.  Every attempt to re order has been blocked by call center staff promising they have resolved the situtation (and begging for an 'excellent' rating) only to find that there is no actual action on resolving the issue.

Very dissappointed.

[GD1]

@Henry591  You can raise a complaint through the links here https://www.sky.com/help/articles/how-to-make-a-complaint

[Mumaroo]

I am having the same problem.  It's disgusting service snd what DPD are up to  I don't know!

[Mumaroo]

Someone replied about complaining via a link. I've done that and Sky still refuse to resend a new Box as they are investigating

 Pathetic customer service 

[Daniel0210]

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@Mumaroo wrote:

Sky still refuse to resend a new Box as they are investigating

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@Mumaroo 

That's correct. Sky and DPD will investigate what's happened to your order before they can dispatch another one. 

[Mumaroo]

So the customer suffers. Great. No full tv for 10 days and counting. No one can explain to me why this has happened,  including DPD and since investigating there are many others on here experiencing the same thing!