Email stating I haven't returned my Sky Q equipment - but I have

[GemmaJ82]

I cancelled my Sky Q package due to the extortionate cost and returned all equipment as requested. I've even had a few emails from Sky saying 'Thank you for returning your Sky Q equipment - it's with our courier now'. Today I've received an email saying they've still not received it and if they don't get it i'll be charged over £200 for it.

Do they take a while to proess returns or something? I literally sent it back within days of my Sky Q package ending. 

Many Thanks

[Daniel0210]

@GemmaJ82 
Have you kept your proof of posting?

Unipart deal with returns and they are taking a number of weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from Skys Messaging Team.

If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

[PandJ2020]

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@GemmaJ82 wrote:

Do they take a while to proess returns or something? 

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Yes.

Do you have proof of posting?

[GemmaJ82]

I don't think I kept it as I'd had the emails saying 'thank you for returning your sjy equipment'.

[GemmaJ82]

I don't think I kept it as I'd had the emails saying 'thank you for returning your sky equipment'.

[GemmaJ82]

Scratch that, yes I do still have it, phew!

[GemmaJ82]

Yes I do still have it

[Daniel0210]

@GemmaJ82 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply 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 periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Greenfingers001]

Thanks for escalating this. We’ve sent @GemmaJ82  an invite to chat.