Returns advice.

[Zolban]

Hi, regarding returns, so a little back ground, when I signed up to sky we originally thought we would need sky home but  soon realised decided that in actual fact we didnt, so cancalled it with in the cooling off period, the "trial period" ended today, do sky provide boxes etc to send stuff back to and post them out to us or not?

I ask because....

Today when I got home from work and turned sky on it told me that you use the currently connected puck I would need to upgrade to sky home, so I unplugged that puck and connected the other one up, this puck however does not seem to want to work, as soon as it boots up and you get to the menu it freezes instanly, I have gone through all the trouble shooting etc and nothing will make it work.

I managed to contact sky via the phone and they are sending me a new puck out to replace this one, tried to make the other puck the primary one but that would not work for whatever reaosn.

The person on the phone told me I could give both pucks to the delivery guy when the new one arrives, is this correct or should I just hand over the one that does not work or maybe send them back with some sort of proof of shipping etc.

can anyone please advise on the best way to return the broken puck one the one we dont want anymore, as I dont want sky accusing me of not retuning stuff and trying to charge me.

[MarkGoldsmith · Accepted solution]

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@Zolban wrote:

Hi, regarding returns, so a little back ground, when I signed up to sky we originally thought we would need sky home but  soon realised decided that in actual fact we didnt, so cancalled it with in the cooling off period, the "trial period" ended today, do sky provide boxes etc to send stuff back to and post them out to us or not?

I ask because....

Today when I got home from work and turned sky on it told me that you use the currently connected puck I would need to upgrade to sky home, so I unplugged that puck and connected the other one up, this puck however does not seem to want to work, as soon as it boots up and you get to the menu it freezes instanly, I have gone through all the trouble shooting etc and nothing will make it work.

I managed to contact sky via the phone and they are sending me a new puck out to replace this one, tried to make the other puck the primary one but that would not work for whatever reaosn.

The person on the phone told me I could give both pucks to the delivery guy when the new one arrives, is this correct or should I just hand over the one that does not work or maybe send them back with some sort of proof of shipping etc.

can anyone please advise on the best way to return the broken puck one the one we dont want anymore, as I dont want sky accusing me of not retuning stuff and trying to charge me.

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So Sky should send you return packaging for the second puck. I'd probably advise NOT giving both the delivery driver, and only give them the faulty one, otherwise what will likely happen is that Sky won't track you have returned the second puck and therefore may charge you a non-return fee in a few months time.

If Sky don't send you out return packaging for the second puck, you can use any packaging and print a returns label. (https://www.sky.com/help/articles/return-sky-glass-sky-stream-puck) 

[Zolban]

thats what i was thinking.

Have to say quite impressed with sky, spoke to someone on the phone lastnight at around 7:40pm, new puck came today just after 5pm.

Everythings up and running no issues! 

[DaveDrizen]

This might seem a silly question but why did the Sky guy not suggest you now use the puck that you was going to send back and returning the faulty one I am there must be procedure to put the puchs in to factory state then set up new.

[Zolban]

Hi, well he did ask and according to skys online help I should have been able to change it to the primary device but with that one connected and turned on, i got a message on screen that told me that to use this puck I would need to reactivate whole home, when I informed the person on the phone he sort of laughed, said he understood and that he would just send me a new puck out, and  not to worry that this one would definitly work.