Sky Q and Router returned. Royal Mail shows delivered. My Orders shows in Transit for router

[jofra333]

Sky Q and Router returned. Royal Mail shows delivered. My Orders shows in Transit for router.

I tried online chat but it just froze after half an hour even though I was chatting with an agent. I tried calling but as I'm abroad Sky's system would not recognize the input of numbers so ended the call after several failed attempts at choosing their options. This seems to be the last way of getting Sky to respond.

I would like to draw a line under this and obviously have it shown in My Orders that both boxes have been received by Sky. I struggle to see how Sky can show in Transit for an item that Royal Mail shows as having been delivered, at exactly the same time as the other box that is showing as having been received by Sky.

[caesarome]

@jofra333 

Is the reason for your post that Sky has told you your equipment has not been returned ?

[jofra333]

Yes - I'm trying to find out how I can get some kind of interaction or response from Sky to try to resolve this issue. 

[jofra333]

Sky has not told me that the equipment has not been returned. It is showing as 'in transit' whereas Royal Mail is showing that it has been delivered. It does not seem satisfactory to me to just leave this issue hanging indefinitely and would like to see it followed up and resolved and then I can be done with Sky and not have to keep checking on it. 

[Laing1]

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@jofra333 wrote:

Sky has not told me that the equipment has not been returned. It is showing as 'in transit' whereas Royal Mail is showing that it has been delivered. It does not seem satisfactory to me to just leave this issue hanging indefinitely and would like to see it followed up and resolved and then I can be done with Sky and not have to keep checking on it. 

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@jofra333 the reason for Sky still showing in transit and the post office stating it has been delivered may well be down to the fact that rturned boxes etc are haddled by a third party company called unipart and it can take them up to 3 weeks to update Sky 

[jofra333]

Whether Sky do it themselves or use a third party, it still seems odd and inconvenient that there's no way to follow up on an issue. The fact remains that two items posted and received by Sky at exactly the same time (according to Royal Mail), one is showing as having been delivered and one in transit. 

As a long time customer (more than 25 years), I would have thought the least Sky could do is make their returns process easy and efficient. 

[caesarome]

As you have done your part by sending the equipment off then I really would worry about whether it has arrived or not because as long as you keep the tracking details you can prove that it has been returned should you then be contacted by Sky about it and should that happen we can arrange some help for you via here to get this sorted.

[jofra333]

Thanks - that's reassuring and much appreciated!

[jofra333]

The return is now showing in my Orders as having been received.