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Discussion topic: Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

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This message was authored by nehneh10v7 This message was authored by: nehneh10v7

Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

I received a message stating that I would be charged for non return of Sky equipment. 
I posted the faulty booster on 30th November and it was delivered on 7th December.

I have wasted ages trying to get help. I've tried the chat bot and the phone number that sends me back to where I started. 

I have emailed service.b2b@sky.uk but I'm not confident that that is the correct address and had no acknowledgment so far.

Communication with Sky is very difficult if your enquiry does not fit the set algorithms.

Can anyone help?

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

Re: Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

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

@nehneh10v7 

Never seen that email address before but anyway Sky don't use email as a general method of communication. 

As you have tracking details I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

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.

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

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

Re: Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

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

@nehneh10v7 

Never seen that email address before but anyway Sky don't use email as a general method of communication. 

As you have tracking details I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

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.

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 Addie15 This message was authored by: Addie15

Re: Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

Posted by a Sky employee

Hi there, thank you for escalating this. We have sent an invite to nehneh10v7.

This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

Posted by a Sky employee

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

nehneh10v7
Topic Author
This message was authored by nehneh10v7 This message was authored by: nehneh10v7

Re: Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

Hi,

This extract from Sunday 12th states that the chat would remain open until the issue was resolved and that the adviser would update me as soon as they could, so I am confused that the chat has been closed without an update.

 

 

nehneh10v7_0-1676597394195.jpeg

 

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

Re: Told I’m to be charged for non return of faulty equipment that was delivered on 7th Dec

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

@nehneh10v7 

Do you want the chat to be reopened, if so we can alert them for you again ?

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