Sky Q return

[Cese]

Good evening I hope I hope you are well and could perhaps help me

i have recently moved house for the short term and couldn't take my sky Q with me so cancelled it and put it in the packaging provided and returned to sky,I would like to know how long does this usually take as I've sent it 10 days ago and received a text from sky today stating if I don't return the items I will have a non return charge,since I've moved I can't find the proof of postage and would just like to know if anyone has hadd any experience of how long these things usually take,many thanks 

[oldfella]

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@Cese wrote:

Good evening I hope I hope you are well and could perhaps help me

i have recently moved house for the short term and couldn't take my sky Q with me so cancelled it and put it in the packaging provided and returned to sky,I would like to know how long does this usually take as I've sent it 10 days ago and received a text from sky today stating if I don't return the items I will have a non return charge,since I've moved I can't find the proof of postage and would just like to know if anyone has hadd any experience of how long these things usually take,many thanks 

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Hi @Cese 

Certainly will take a lot longer than 10 days for a return to filter through Sky's system which does seem very lax.

[Cese]

Ahh ok that does seem to take a long time but a slight relief that it may be received/in the system.

thank you for the reply 

[TechmanagerMal]

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@Cese wrote:

Good evening I hope I hope you are well and could perhaps help me

i have recently moved house for the short term and couldn't take my sky Q with me so cancelled it and put it in the packaging provided and returned to sky,I would like to know how long does this usually take as I've sent it 10 days ago and received a text from sky today stating if I don't return the items I will have a non return charge,since I've moved I can't find the proof of postage and would just like to know if anyone has hadd any experience of how long these things usually take,many thanks 

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• There seems to be a real problem with returns at the moment and posts are being escalated to resolve issues like yours, someone who has the right access will probably do so soon.

[Chrisee]

@TechmanagerMal not sure you are correct that there is a new issue as there has always been a constant number of posts of missing returns. Of course nobody posts saying that the return went well so negative posts are the norm like missing engineers etc so its easy to get a distorted impression from the forum. However both Sky's despatch and return systems are somewhat flaky.

All users are advised to keep proof of postage etc and 2 to3 weeks for Sky to acknowledge receipt is quite normal as @oldfella says. 

[TechmanagerMal]

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@Chrisee wrote:

@TechmanagerMal not sure you are correct that there is a new issue as there has always been a constant number of posts of missing returns. Of course nobody posts saying that the return went well so negative posts are the norm like missing engineers etc so its easy to get a distorted impression from the forum. However both Sky's despatch and return systems are somewhat flaky.

All users are advised to keep proof of postage etc and 2 to3 weeks for Sky to acknowledge receipt is quite normal as @oldfella says. 

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• Doesn't the fact that nobody posts positive comments also lead to your view of Sky's despatch and return systems.
• I too was aware of the number of posts on the subject - I have read them all.
• I was suggesting exactly that but worded it differently.
• Perhaps I should edit out "at the moment" from my post, semantics eh what does it all mean LOL?

[bob1234]

I think it is a clash between humans  who need to check the box has been returned and enter the data and Mr computer who just keeps churning out emails until stopped be the human entry.

There are bound to be some errors unless there is some way of auto checking the contents of boxes.

[Rhonny]

@TechmanagerMal

Doesn't the fact that nobody posts positive comments also lead to your view of Sky's despatch and return systems.

Absolutely not. No-one comes to a forum to post that they have followed the instructions and the thing that was meant to happen happened without a hitch. You only ever hear about issues, which gives a very skewed view.

How many threads on here are titled "My box works and I don't need any help. All tickety boo thanks."

[TechmanagerMal]

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@Rhonny wrote:

@TechmanagerMal

Doesn't the fact that nobody posts positive comments also lead to your view of Sky's despatch and return systems.

Absolutely not. No-one comes to a forum to post that they have followed the instructions and the thing that was meant to happen happened without a hitch. You only ever hear about issues, which gives a very skewed view.

How many threads on here are titled "My box works and I don't need any help. All tickety boo thanks."

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• Not doing too well on this one am I?
• I'll try again - of course, there are limited positive posts complimenting Sky on a job well done (there should be IMHO) but the number of requests for information concerning this issue reveals a problem that I identified as current which is usually dealt with by escalation.
• The time taken for Sky to acknowledge receipt is longer than the time to send out the demand for return or charges will be levied which causes customers some concern, so I was trying to lessen the worry of that.
• Finally, the obvious prevalence of the issue simply appears to lead to the conjecture that the "system is flakey".
• I have posted on several other threads of this kind making a similar comment just to help customers understand that someone with the access will be able to help as soon as they see the post.
• Hope that clears up my standpoint, bet it doesn't!

[lettice]

Back to the users question.

Second what @Chrisee and @bob1234 says.
Have seen some post in the past that had some problems with returns that were escalated.
The system is automated so expect that message just gets sent out after a set number of days from the initial request to return your goods.

10 days in the post is not really a length of time to be concerned.
Also, the pandemic is still slowing down any delivery times or warehouse collection/sorting.
The return/recycling logistics process for Sky is done by a third party and a lot of it will be a manual and expect a busy handling/checking process. 

As far as I know it is still Unipart as the contract shows here;
New 5 year deal with Sky - Unipart Group 

Hopefully you still have your proof of postage in some form as that will be your proof at a much later return check date, if needed. 

[Chodley]

@Rhonny I think you are in violent agreement 😉

[Rhonny]

@Chodley

I think we might be. 

@TechmanagerMal

If we're aligned in our thinking then sorry for misunderstanding you, my friend!

[Cese]

Thank you all for the reply's as it has somewhat put my mind at rest that this doesn't seem to be just me and I shall try and find the proof of postage if needed at a later date 

[TechmanagerMal]

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@Cese wrote:

Thank you all for the reply's as it has somewhat put my mind at rest that this doesn't seem to be just me and I shall try and find the proof of postage if needed at a later date 

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• Sky is pretty good at "taking ownership" of the issue, you should be OK.

[Cese]

Good morning all it's me again 😂

how do I escalate my issue ref returning the equipment as I've had several texts since I posted this which I assume are automated to let sky know I have actually returned the items?

many thanks