Sky want to return a box that was never installed

[MA70]

Having contacted her by telephone Sky installed a SKY Q system for my mother on 23/1/23, this involved replacing the old dish, wiring and single SKY box in the living room.

She informed the installer (Darren) that she only wanted SKY in this room as she no longer watches SKY in the bedroom (the original installation included the CoAx cable and remote extension for multiroom). Darren told her to call SKY that day to confirm what she had already agreed with them which was that she had not required or accepted a Sky Q minibox, which she accordingly did as well as emailing that day.

SKY sent her an email on 4/3/22 requesting the return of the SKY Q Mini box and threatening to charge her £50 for failing to return equipment she has never had.

There is only one SKY Q box in the house, the MINI box never left Darren's van. She is unable to return equipment to SKY that never left SKY's possession and is upset that they intend on charging her for thier error.

I'll be grateful when you help sort this issue promptly.

[SKY1992bf]

@MA70 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

[MA70]

Thank you @SKY1992bf 

[Mr+Flibbles+86]

Thank you for escalating this. We’ve sent an invite to chat

[Greenfingers001 · Accepted solution]

Update:

Spoke with @MA70 and resolved issues with the mini box return request

Thanks again for the escalation have a great evening 🙂

[MA70]

The issue is now resolved via chat. Thank you