New sky box delivery issues

[GJF21]

We've got a new sky box coming to replace a faulty one. Sky have told us to take delivery of the new box, take it out the packaging & put our old box in the packaging & hand it back to the delivery driver.

The DPD driver arrived today to deliver it, but wouldn't hand it over until we gave him our old box which we refused as Sky have told us to to use the packaging from the new box to return it in.

He left without delivering the box & now I have an email saying he'll try again tomorrow because we were out - this part is not true!

Has anyone had similar problems? 
@Sky  help what should we do? 

[Daniel0210]

@GJF21 

The DPD driver was correct. You should disconnect your faulty box (having taken the viewing card out), and have it ready near the door. The driver/you (I don't think it matters which) should place the faulty box in the packaging the new one came in and DPD hand over the replacement box. 

[GJF21]

That was the problem, he wouldn't empty the box or hand it over for us to empty so the old one could go in the box to be returned. 

[Daniel0210]

@GJF21 

Sounds very strange. Was the faulty box already disconnected and near the door for the swap?