Sky adviced me some that the SKY Q 1T box had not been returned

[MARALADE1]

I had to cancel my Sky TV and Broadband  at the end of July , I duly received the Packaging to return the equipment, which I duly did via Royal Mail in the 2nd week of August, I recieved the email from Sky saying" It's on its way back to us "

I have now received two emails saying that that Sky have not received the SKY Q 1TB UHD box and that they will charge me £117 if they dont receive it by the 5/10/2024. 

I have done what they have asked a followed their instructions to the Letter, I would suggest they look a little closer to home rather than try putting the responsibility on a ex user of their product, double check their processes and their third party contractors before sending these letters out.

Please can someone intervene on my behalf - thank you in anticipation  

John Townsend 

[Daniel0210]

@MARALADE1 
Have you kept your proof of posting and/or that email?

It’s Unipart that 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 the Messaging Team.

If you have the proof it should be a fairly straightforward process. 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.

[MARALADE1]

 Hi Daniel

I have kept the email and I am looking for my proof of posting 

[MARALADE1]

@Daniel0210 

Do I need to do anything else now, as i have a copy of the email and I am looking for the proof of posting 

[Daniel0210]

@MARALADE1 

The proof of posting will help as it'll have the weight of the parcel. To see if they can help you I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post 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 fairly regularly.

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

[MARALADE1]

Hi Daniel,

They told you that mine or other boxes had not been returned ?? , As I live and breathe I certainly did return my goods , sky q box, remote contol , Broadband hub and broadband booster and associated cabling and fittings - what would I want with a Sky Q box? - I now have a recordable 4k Free Sat box and Trooli broadband !!, 

If I cannot find my Proof of Posting tonight - I will go and see the Sub Postmistress and see if she can look back on her system - can you send me the returns address please 

Thank you for your assistance with this.

[Daniel0210]

@MARALADE1 

Your issue has been escalated to Sky. It'll be tomorrow now for contact from them. I don't think the PO will be able to provide another proof of posting. 

[MARALADE1]

@Daniel0210 ,

Thanks, I'll look into the Community forum at regular intervals tomorrow to be get this issue sorted.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @MARALADE1 to chat.

[MARALADE1]

@Daniel0210 @Mr+Flibbles+86 

thanks for all your help , 

The matter has been satisfactorily resolved