Faulty Sky Q mini returned but not replaced

[swhoratio63]

I was called and offered a free Sky Q mini due to VIP stays and loyalty. I received it but it was faulty, no life in it. I followed the correct procedure and returned it. I didn't receive confirmation or a replacement. 

[Daniel0210]

@swhoratio63 

How did you return it? I would have expected Sky to arrange a doorstep box swap through DPD (in the UK) where the courier driver takes the faulty mini box and leaves the replacement. 

[TimmyBGood]

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@swhoratio63 wrote:

I followed the correct procedure and returned it. 

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Which procedure?  A hardware swap-out because of a fault is very different to return at end of contract or for equipment recycling.

For a swap-out the confirmation is generated as part of logging the fault with Sky: as @Daniel0210 indicates there's usually a door-step exchange for the replacement unit.

If you've unilaterally generated a return address label and despatched the box without negotiating this through Sky then I'm afraid that's inappropriate in these circumstances.