Sky puck late delivery

[WahG]

New customer - Anyone else waited 3 weeks for their sky stream puck(s)? DPD claiming they haven't received the package and sky claiming they dispatched it the day after the order... Bought TV and broadband package - broadband arrived fine and has been working for a week. Worried TV won't turn up and will be out of the broadband cooling off period if I decide to leave.

[Anonymous]

Sky are generally really efficient in shipping so I'd tend to believe them it was dispatched. You should have had an email or look on my sky app to track the package.

If shipped you should have a tracking number and the issue is probably with DPD.

I'd try find that info first then call Sky and let them know its lost, if that is the case. Don't leave it log it with Sky.

[WahG]

Thank you @Anonymous, yes I called after a week and they had to investigate as the DPD tracking said they had not received it from sky. They're still investigating 2 weeks later and have not worked out where the package is so I have no resolution and they are not able to resend it without cancelling the order and starting again which would take another week if possible. But then who knows I might still be waiting for the original order in 3 months time. Excellent first impression of sky...

[Anonymous]

@WahG 

Yes nightmare not good.  If you explain to Sky that your broadband decision is in connection with how well the pucks operate Sky will most probably place your returns date on hold.

They usually give a reference number for outstanding issues.

It's worth discussing with them.  Good luck. 

[Jporch316]

Not that I advocate this very often but you will need to be firm when you call sky and insist on a replacement sent out via next day delivery - if the agent can't do this you need to request to speak to their supervisor 

[Stormed]

Definitely raise this again and ask to speak to a Supervisor or start the complaints process if it's not acknowledged. If I remember correctly I was advised that if I didn't activate my Stream device within 30 days that I'd start to be charged for it anyway.

If what I was advised is correct then you'll soon be billed for something you haven't been able to use!