Sky glass tv return

[papayanky]

I purchases a sky glass tv that was returned in December but only to be sent a message this month that i am being charged £320 for the TV not being returned in its original condition.
Could you explain what that means as there was no damage to the TV when it was picked up.
I called and made a complaint but received a text message this morning informing me that the issue has been resolved and I contacted your office only to be nonchalantly dismissed by someone what call himself Dan, that because i don't have a picture of the tv when it was removed from my house so i am liable to pay the charge.
I need a refund of the money i was charged and an explanation as to what you mean by the tv not being returned in its original condition because it was never damaged.

[Daniel0210]

@papayanky 
This is primarily a customer helps customer forum. You aren’t addressing Sky Customer Services here. To get any information as to the condition Sky claim the set was in you're going to have to contact them again. Depending on what condition they say it was in, any refund of charges would be at Skys discretion. 

[Mark39]

@papayanky the charge is levied if the tv is received damaged at the depot.

If it wasn't damaged when it left you there's the possibility that it was damaged somewhere en route to the depot or within the depot. The return instructions do say to take pictures of the tv before it leaves you and the Sky adviser who arranged the return told me the same. When I returned mine, the courier also took pictures when it was collected. 

You would have to argue your case with Sky I'm afraid. Whether or not they have pictures of the tv on receipt at the depot, I don't know.

[papayanky]

I can't recollect being told to take pictures all I got was the texts advising me of the collection date.

[Daniel0210]

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@papayanky wrote:

I can't recollect being told to take pictures all I got was the texts advising me of the collection date.

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@papayanky 

Half way down the page

https://www.sky.com/help/articles/return-sky-glass 

[TimmyBGood]

@papayanky 

Unfortunately I suspect you'll have to raise a formal complaint and challenge Sky to provide their own evidence of any alleged 'damage' and when/where/how they believe this happened.  Did you, for example, witness the courier company personnel packaging up the set prior to transit, which they are supposed to do?

When my first Glass set was returned I watched it being dumped unboxed and screen-down to lay loose on the floor of a wet Luton van prior to a lengthy journey over dodgy roads: frankly I'd be somewhat upset to get penalised for 'damage' after that...

[papayanky]

Thanks very much for your response.

I have raised another complaint and mandated sky to provide me with the pictures of the damage. I also contacted the remover company for the pictures they took when the tv was being moved from my home.

I am awaiting their responses

Regards.

[Melluz]

@papayanky Have you got anywhere with your complaint? I have just received a similar email from sky saying I owe £270 for the TV being not in original condition. ( I had it less than 3 weeks) 

it left me in perfect condition. No photos were taken by the courier, it was just collected by panther. 

[Mark39]

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@Melluz wrote:

@papayanky Have you got anywhere with your complaint? I have just received a similar email from sky saying I owe £270 for the TV being not in original condition. ( I had it less than 3 weeks) 

it left me in perfect condition. No photos were taken by the courier, it was just collected by panther. 

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DId you take any photos before it left you?

[Melluz]

Only of the serial number as requested by the Sky advisor. My Husband was here for the return and has said that the courier didn't take any either! 😩

[caesarome]

Have you asked to see photos of this damage ?

[Melluz]

@caesarome  No not yet, the emails just come through tonight. Was just reading in here to see if it had happened to others and what they had done about it and outcomes.  
Not surprised to see it has! 
The sky glass was awful and I reverted to normal sky but now faced with this! Been a sky customer for 20+ years and the email has come with no explanation or back up from their end.

[caesarome]

It is worth doing before as I have read similar posts before from people who have returned mobiles to Sky only to be told there is damage and when they challenged the claim with demands to see photos, they were then told there wasn't any so do put in the request to see some photos to see what happens.

[papayanky]

Hi everyone 

thank you for your support 

Sky has finally agreed that the TV was not damaged when it was picked up as they were provided the picture from the collecting company and has refunded my money.