04 Dec 2023 02:22 PM
I sent my phone back on 20th November, and have proof of postage but royal mail appear to have lost it
04 Dec 2023 04:10 PM
Posted by a Superuser, not a Sky employee. Find out moreIf Royal Mail has lit it then I'm not sure there is much you can do. If Sky have told you that you haven't returned it the call them on the 150 letting them know you have proof of posting.
04 Dec 2023 02:40 PM
Posted by a Superuser, not a Sky employee. Find out more@wrong71 You'll need to take this up with Royal Mail i'm afriad.
04 Dec 2023 03:10 PM
Posted by a Superuser, not a Sky employee. Find out more
@wrong71 wrote:
and have proof of postage
I'm afraid that unlike returns of broadband and Sky Q equipment the Messaging Team that operate on here cannot deal with returns of mobile devices.
04 Dec 2023 04:08 PM
For anyone else that sees this response, it isn't correct, you don't have to take it up with Royal Mail, you simply call 150 from your sky mobile and give them the information and tracking number. Sky will then investigate as the issue is between Sky and Royal Mail. As a customer you will have done as much as you can.
04 Dec 2023 04:10 PM
Posted by a Superuser, not a Sky employee. Find out moreIf Royal Mail has lit it then I'm not sure there is much you can do. If Sky have told you that you haven't returned it the call them on the 150 letting them know you have proof of posting.
06 Dec 2023 09:08 PM
I have the same issue. I've posted the phone on the 18th November and got lost. Gave the tracking number to sky and they advised me to make a claim to Royal Mail. I've contacted Royal Mail and told me that sky can make a claim. If I fill up the form I will make the claim my concern only because I did not pay the postage, used the one sky provided. Once you put the amount of the phone, towards the end will only tell how much you can claim, way lesser the amount of the phone. If you accepted the terms and condition would end up it's your own responsibility and I don't know if sky will ask you to pay the phone.
07 Dec 2023 06:59 AM
It must depend on who you speak to at Sky. I spoke to someone who took the tracking number that RM had given me and told me that Sky would investigate and pursue RM. Like you I used the postage label that Sky provided me with. I am waiting to hear back but assume that the responsibility is no longer mine.
07 Dec 2023 07:19 AM
That's what exactly happened to me. They took to me the tracking number after that they passed over the concern to their back office, apparently they called "investigation team" which is the lady called me last night and she advised me to go back to the post office and tell them looks like the parcel is still in the post office. She told me as well to get in touch to Royal Mail and make a claim. But on Royal Mail there is an option either personal or business account can make a claim. If you choose personal yourself will make the claim there is a question there "how much you paid the postage" if you said "0 value" then towards the end of the claim form will warn you only the amount you can claim. Then the once submitted, obviously you don't want the responsibility to accept the amount you can claim.
07 Dec 2023 07:55 AM
Posted by a Superuser, not a Sky employee. Find out moreI was always under the impression that only Sky can persue a claim as it's Sky who paid the return postage, Royal Mail will only deal with Sky.
07 Dec 2023 08:15 AM
I have the proof of postage and I took the picture whilst I'm queuing to the till. But I don't know if it is my responsibility to make a claim.
07 Dec 2023 03:50 PM
@Jayanthony It's not your responsibility if you used the postage label that Sky issued to you. Call 150 and give Sky your tracking number. They will deal with this
14 Dec 2023 10:00 AM
How did you get on with this?
I sent back a apple MacBook on 9th December with skys 24hr return label, still not moved on the tracking, I even went back to the post office and she said it will have left the post office just won't have been scanned to next location?
I rang sky and gave tracking number and she started saying if Royal Mail lost it I would have to pay for it?
14 Dec 2023 10:05 AM
Posted by a Superuser, not a Sky employee. Find out more
@Help14 wrote:
I rang sky and gave tracking number and she started saying if Royal Mail lost it I would have to pay for it?
I don't think that is correct as it is not your responsibility once you have sent it off via Royal Mail so if it is lost in the system it should be Sky that would need to put in a claim with them and not you.
14 Dec 2023 10:08 AM
Thank you, I thought so and obv was not very happy on the call.
im currently waiting to get through to Royal Mail customer service 30mins in, says they have 1hr wait so once I have spoken to them I will contact Sky later and hopefully get someone else who knows what to do.
14 Dec 2023 12:21 PM
Nothing happen. Still waiting them to contact me. I've raised the issue further. I will put this to ombudsman
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