Still getting send back your equipment notifications from Sky - 7 weeks after returning everything

[MikeTra]

I returned all my sky Q equipment the day I received the packaging on the 21st of June 2024 and 7 weeks later I'm still receiving reminders from Sky threatening charges. 

There's even a note on my account confirming that the courier has received everything. 

There doesn't seem to be an easy way of notifying Sky that I have returned the equipment. I have a certificate of posting. 

How do I let Sky see this certificate of posting so that they accept that I've returned everything.? 

Mike T

[MightyQuinn · Accepted solution]

Hi @MikeTra 

I’ve escalated your post to the Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

Escalate

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @MikeTra.

[Jason.P]

Iam having the same problem - got a new wireless router delivered when I moved house which the engineer did not use leaving me to have to return it.

I got them to arrange collection which they did but I am still getting threatening messages about being charged for it and having to waste my time even when they confirmed I wouldn't be charged. Developed a serious lack of confidence in this organisation and their ability to get anything right.

[Laing1]

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@Jason.P wrote:

Iam having the same problem - got a new wireless router delivered when I moved house which the engineer did not use leaving me to have to return it.

I got them to arrange collection which they did but I am still getting threatening messages about being charged for it and having to waste my time even when they confirmed I wouldn't be charged. Developed a serious lack of confidence in this organisation and their ability to get anything right.

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@Jason.P 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

[Jason.P]

Not surprisingly I have been billed for this. Incompetent. 

[Shaunramsey]

I have recieved an email sayinf there is a charge on my account for not send equipment back.this was done and was picked up by the post office.it was packed in the box provided 

[Ellie_TV]

Sadly, the Sky hardware returns procedure has been fraught with issues for many years. 

Unipart, the company who deal with all returns, are not known for their reliability. They often fail to scan and check returns properly, which therefore leads to customers (often wrongly) being chased for non-return of equipment.

It's best practice for anyone returning hardware to Sky/Unipart to enclose a piece of paper inside the package they return with their name, address and Sky account number on it, as well as a list of what they are returning. 

Once the package is sealed and has the returns label on it, it's also adviseable to take a photo of it, making sure the tracking information is clearly visible. Also, get a proof of postage receipt from the post office if possible and keep it for several months.  

If you are still chased and/or billed for equipment you have returned then you need to get in touch with Sky directly. Having such proof of postage will ensure the notifications stop and/or you'll get re-imbursed for any fees wrongfully charged. 

Sky should really make this information much more clear to customers when they return equipment.  

[lettice]

@Shaunramsey 

This can be sorted by the Sky Community messaging team. If you still have your return of posting, have this ready.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Sky-Glass-Live/Lip-sync-issues-on-sky-glass-tv/m-p/4318795

[Mr+Flibbles+86]

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

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Chodley]

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@Ellie_TV wrote:

Sadly, the Sky hardware returns procedure has been fraught with issues for many years. 

Unipart, the company who deal with all returns, are not known for their reliability. They often fail to scan and check returns properly, which therefore leads to customers (often wrongly) being chased for non-return of equipment.

It's best practice for anyone returning hardware to Sky/Unipart to enclose a piece of paper inside the package they return with their name, address and Sky account number on it, as well as a list of what they are returning. 

Once the package is sealed and has the returns label on it, it's also adviseable to take a photo of it, making sure the tracking information is clearly visible. Also, get a proof of postage receipt from the post office if possible and keep it for several months.  

If you are still chased and/or billed for equipment you have returned then you need to get in touch with Sky directly. Having such proof of postage will ensure the notifications stop and/or you'll get re-imbursed for any fees wrongfully charged. 

Sky should really make this information much more clear to customers when they return equipment.  

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Actually, imho, they should bin Unipart and contract someone competent. It's an absolute disgrace that they go chasing and stressing out people who've done exactly what they were asked.