Sky Q equipment returned - delivered to NDC Parcel Hub but non-return fee charged

[Galeem01]

Hi,

I used the Sky provided packaging to return my Sky Q box, cables etc back in December, using Royal Mail doorstep collection. I have traced the parcel to it's delivery at the NDC Parcel Hub a few days later. However, I have now received a mail telling me I'm going to be charged £115 for non-return of the equipment. What is the best way to speak / chat with someone to get this impending charge removed?

Advice gratefully received please! 

[Daniel0210]

@Galeem01 

Have you still got the proof of posting / tracking info? (Please don't post an image). 

[Galeem01]

Yes I do.

[Daniel0210]

@Galeem01 
I’ve escalated your post to Sky and the Messaging Team may contact you later.

Look out for 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 fairly regularly.

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

[Galeem01]

@Daniel0210 

Thank you for your help. Much appreciated.

[Lisa-P1987 · Accepted solution]

Thanks for escalating this. We’ve sent @Galeem01  an invite to chat.

[Lisa-P1987]

Update - Spoken to @Galeem01 and after checking the tracking, we have removed the charge 🙂

[oranges]

Hello, 

I've had the same issue and have been charged by Sky. What's the best way to talk to someone please?

[Daniel0210]

@oranges 
Have you kept your proof of posting?

Unipart are the company that deal with returns and are taking more than 2 weeks to process equipment 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 should be a fairly straightforward process. 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.

[VShatner]

Hi, I am in the same position. I returned my Skybox at the end of August via the Sky's Royal Mail tracked post. I've just checked and can see on the RM site that my package was delivered to NDC Parcel Hub Delivery. But I have also received a message from Sky threatening to charge me for the equipment. Obviously, something is wrong at the NDC/Sky end that Sky should investigate before sending any more threatening messages. @Lisa-P1987 grateful if you can look into this and respond? Thanks.

[caesarome]

@VShatner 

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 are not instant.

[Lisa-P1987]

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