REFUND WOES

[Oatly7]

Purchased Sky Glass small and received it on 29th Oct and realised within hours that it was inferior to SkyQ. Cancelled the next day 30th and given the 16th Nov for collection. Panther collected it on 16th and the warehouse received it on the 17th. It took a further 8days 25th before Sky confirmed they had it. The purchased equipment disappeared off my old Sky Glass account, meaning that I now had no up to date info on the current refund position.

New email received today below

We can confirm that the Sky TV products and devices you returned (listed below) have been received by our warehouse on 23 November

Small Sky Glass - Anthracite

 The grading process is now complete. You're entitled to receive a full refund towards the payments you've made already on your credit agreement. You can see a full breakdown of this (including your bill, agreement, and full terms & conditions) at

We'll need to apply a charge of £100.00 as the equipment returned to us was not in its original condition.

A Sky representative also rang me to confirm the intended £100  charge claiming the TV has been graded as a C. I immediately told him that I had taken photos of all the returned equipment showing they were in 1st class condition as you would expect from only a couple of hours use. He noted this but unfortunately he was going to be off work until Wednesday so I am now having to wait another few days to send my photos and try and get this problem sorted he also noted Panther had not taken any photos during the collection.

The main reason I cancelled Glass was because of the lack of a recording facility & not being able to receive our Local regional news & programming. The wife was also completely at sea with it. Most of the receiving faults I cured by hard wiring the tv with a Virgin 100mbps connection, this seemed to have a positive knock on effect making the whole package predictable, stable and good.

[fizzdisco]

@Oatly7 

They graded it a C?! Well done for taking pictures of the TV before it was collected. Panther are supposed to box up returns before putting them on the van - did they do that with yours? 

[Oatly7]

Yes they took the stand off it and put it into a box and took it away. Does the comment ‘that it is not in its original condition’ mean that to get a full refund you must not even unpack  it because that would be the only way it could be regarded as in its original condition.

[fizzdisco · Accepted solution]

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@Oatly7 wrote:

Yes they took the stand off it and put it into a box and took it away. Does the comment ‘that it is not in its original condition’ mean that to get a full refund you must not even unpack  it because that would be the only way it could be regarded as in its original condition.

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Ridiculous isn't it? I'm sure you'll get your full refund as it's clearly Panther's fault. They probably dropped it as they took it off the van or something like that! It seems that their delivery drivers are being decidedly over-worked at the moment, as Sky probably didn't anticipate quite so many returns of Glass, and the logistics involved in it.  

[TimmyBGood]

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@fizzdisco wrote:

Sky probably didn't anticipate quite so many returns of Glass, and the logistics involved in it.  

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There was a Glass set laying unboxed and loose on the wet floor on the van when I helped the lone-working driver lift my returning 55" in (also unboxed) after I  insisted he shouldn't be trying to shift it by himself.  It doesn't exactly bring a warm glow of confidence in the process. 

[fizzdisco]

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@TimmyBGood wrote:

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@fizzdisco wrote:

Sky probably didn't anticipate quite so many returns of Glass, and the logistics involved in it.  

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There was a Glass set laying unboxed and loose on the wet floor on the van when I helped the lone-working driver lift my returning 55" in (also unboxed) after I  insisted he shouldn't be trying to shift it by himself.  It doesn't exactly bring a warm glow of confidence in the process. 

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*shudder*

That kind of carelessness boggles my brain. 

[Cornishrattler]

@Oatly7 When they collected mine I insisted that it goes back into it's original box which I had kept. I took 18 photos of before it was repacked and a video of them packing it up and walking out of the door. Luckily they didn't try that rubbish with my return and confirmed that it had been received and in original condition.

[Oatly7]

I think really Sky should of provided a proper Sky employee to oversee the collection considering how expensive & fragile the returning product is. I think the Sky chap that phoned me today said that because Panther had not taken any photos Sky will probably have to take my word that it was ok prior to collection, I did have a bit of a problem taking his call as I was out walking the dog at the time & it was just starting to rain lol

[Cornishrattler]

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@Oatly7 wrote:

I think really Sky should of provided a proper Sky employee to oversee the collection considering how expensive & fragile the returning product is. I think the Sky chap that phoned me today said that because Panther had not taken any photos Sky will probably have to take my word that it was ok prior to collection, I did have a bit of a problem taking his call as I was out walking the dog at the time & it was just starting to rain lol

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If they cannot supply you with evidence to the contrary then they have to furnish you with a full refund. Small claims court comes to mind here if they continue to play silly b*s!ards

If Panther didn't take photos when collecting it they have broken their own procedure.