faulty airpods

[whydoihavesky]

sorry in advance if this is in the wrong place.

long story short airpods faulty and in warranty so I reported it on 2.10.23 told on chat by sky they can be replaced and a new pair would be sent 3 -5 days. return raised for faulty ones.  time went on no pods so contacted sky 3 times to see whats what as it had been nearly 2 weeks. each time passed off to other depts and no joy. 14/10/23 a returns envelope arrives so I ask sky where pods are. You can 't have them until you send faultys back. So I am pretty cross. I say thats not what I was advised and its taken 2 weeks to tell me. I said I need a working item not prepared to wait any longer. they slapped deadlock on account on live chat and refuse to discuss saying i have to go to ADR. Im sat here thinking what the actual chuff. I even said send me proof they are en route and I will return faultys at least then we both know whats happening. No. its an IMPASSE deadlock complaint closed . Please someone help. I am at a loss.they refuse to accept its theie fault and even blamed me. 

[caesarome]

I think you have gone about this wrong way as you will need to return the faulty ones before they send you a replacement pair so it is not clear from your post if you have done this yet so if you haven't that is the solution and the route you need to go down.

[Daniel0210]

@whydoihavesky 

I agree with the advice from @caesarome I would expect you to have to return the faulty goods before a replacement is sent. 

[whydoihavesky]

Yes i get that. however this was not advised so Im sat waiting for airpods with return packing but nither arrived. i chased it 3 times with them and no mention of the need to return just passed about and no progress. so when the returns envelope landed 2 weeks later I asked again and got told if i didn't agree to send them back they would deadlock and not discuss even thought the advisor admitted that the original person had told me sky were not clear with their instructions. Im like so what can we do to resolve and meet in the middle and got deadlocked. 

[Daniel0210]

@whydoihavesky 

There is no meeting in the middle. Yes, you may have been ill informed at the onset, but Sky have now clearly told you you need to return the faulty accessories first. 

[whydoihavesky]

its called customer service. meeting in the middle to rectify the mistake they have clearly made. never mind I will sort it. 

[whydoihavesky]

and I am still waiting for replacements even though i sent the faulty ones back. 3 weeks now since they were received by Sky 3 advisors later because they arrived after warranty expired thats now.an issue. I Am so fed up

[whydoihavesky]

a warranty repair/replace starts when its reported and with endless proof sky have given me incorrect information etc. 

[whydoihavesky]

am updating this post with latest developments just in case anyone has any advice

SKy have succesfully lost my airpods 3 weeks ago . they say they are investigating and will update once located or not .

spoke to another advisor who told me they won't replace the now as they are outside of warranty and that his manager had checked all the chats and told me I was never misinformed originally.... I have raised an SAR and actually found the chat myself whereby 3 times the staff apologise for the incorrect information given and the the original chat does NOT tell me to send back the faulty ones before I receive the new ones even though they are telling me it did tell me the process and the time i was allowed to send them back. That is a lie. there is nothing other than the advisor telling me 3 to 5 days for the turnaround of new ones being sent out.  I reported it in October but they reckon as they did not receive them until dec that they are out if warranty and I might get them back and have to start the process again. seriously ? I have proof where sky have acknowledged their errors in the first instance. THe whole thing is a mess and I now have no product at all that I have a credit agreement for so even if I wanted to go elsewhere to get the airpods sorted I cannot ! what the hell are sky playing at is my question. After spending all morning discussing the matter and twice before xmas they  have suddenly clammed up and are once again hiding behind the deadlock. the one that I was also advised should have been investigated first not just stuck on the account like they did it. I am actually exhausted with it. any help would be appreciated. Considering the legal route.