Sky are threatening to charge me £50 for equipment I had sent back

[PaulNeirbo]

Sky requested that I sent back equipment, which I did. They confirmed to me that their courier had received it and are now threatening to charge me £50 for it. I have replied to their email with a copy of their email confirming their courier had it and tried phoning but no one will answer. It's appalling customer care.

[Laing1]

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@PaulNeirbo wrote:

Sky requested that I sent back equipment, which I did. They confirmed to me that their courier had received it and are now threatening to charge me £50 for it. I have replied to their email with a copy of their email confirming their courier had it and tried phoning but no one will answer. It's appalling customer care.

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@PaulNeirbo I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

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

[Daniel0210]

@PaulNeirbo 

I'm not sure those emails are set up to receive replies although I may be wrong. How long ago did you return it. Returns are taking 2+ weeks to be processed. 

[PaulNeirbo]

I returned this over 2 months ago and sky sent this email to me on 21 June. 

It’s on its way back to us

Hello Paul,

Just a quick note to say thank you for sending back our Sky kit – it’s now with our courier and will be with us shortly.

In the meantime, if you come across anything you should have returned, please order some more packaging here.

That’s all for now.

The Sky Team

[Daniel0210]

@PaulNeirbo 

As per the post from @Laing1 hopefully the Escalation Team will get in touch with you tomorrow. 

[Mr+Flibbles+86]

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

[PaulNeirbo]

Not finding that the system works very well unless you sit in the chat function constantly waiting for a message. The person has sent me messages to go through security, by the time I have seen them and go back to them there is no response. The latest one I responded to over 3 hours ago and no one has come back to me. Surely it would be a lot easier for 2 human beings to just speak to each other?

[Daniel0210]

@PaulNeirbo 

That is how the process works. You are meant to go about your day as normal. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

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