Shell Broadband: £35 charge for non-return of returned router.

phillw

They told me that they have no way of knowing if you had returned it or not, because they don't process the returns and the company they outsourced it to doesn't have access to their system.

Check any outstanding credit as well, because they don't seem to automatically refund that either.

prowla

Having the POD should put the kybosh on their games.

lozzark

phillw said:

They told me that they have no way of knowing if you had returned it or not, because they don't process the returns and the company they outsourced it to doesn't have access to their system.

Check any outstanding credit as well, because they don't seem to automatically refund that either.

I have just received an email saying they have not received my router, which I did return on 19 Jan 2022.  I put the tracking number into Royal Mail and it shows it being posted on 19th and delivered on 22nd.
So they must try this on with everyone who leaves.  I guess some customers will just pay it and others will have lost their tracking receipt.  It is sharp practice nonetheless.
When I have time I'll report what they are doing to Ofgen.
Thanks for the tip about outstanding credit.

wild666

Pay the extra for signed delivery then you have proof of delivery. On top always take a screenshot of the delivery when it's being signed for then they have no excuse that the package wasn't delivered.

Marvel1

wild666 said:

Pay the extra for signed delivery then you have proof of delivery. On top always take a screenshot of the delivery when it's being signed for then they have no excuse that the package wasn't delivered.

No need to pay for signed delivery when the Post Office can provide a receipt as proof it was posted free of charge and also a tracking number on receipt - I did this and was delivered 04/02/22.

binao

Consider your time needed to return items. 

I received compensation for the excessive length of, "your call is important to us ".

Known as, "paying to go away" by some call centers.  

t0rt0ise

It's really good to know this as I am shortly to move from Shell. Forewarned is forearmed, so thanks.

lozzark

Thanks to this thread I have now squashed the £35 router/modem charge for not returning it (I did!) and after cajoling them, I've received my excess payment they owed me.  Make sure you return the router/modem and keep the proof of postage from the post office.

dawntrader

I am in the process of changing my broadband supplier from Shell Broadband I have to return my router but I do not have a tracked 48 label. I have sent 3 email requesting one but had no reply last week I called customer services ans asked for one and was told it would be with me within 48 hours but surprise surprise nothing turned up. On saturday I called again and this time I was told they would send me a return bag by post within a few days but nothing has yet turned up. But just incase I asked for the address to which I should send my router and would you belive it they did not know the return addressa. On the box my router came in there is a return address for a company called Net Lynk in Birmingham I don't know if this is the correct return address ? has anyone got the return address ?

dawntrader

lozzark said:

Thanks to this thread I have now squashed the £35 router/modem charge for not returning it (I did!) and after cajoling them, I've received my excess payment they owed me.  Make sure you return the router/modem and keep the proof of postage from the post office.

I am in the process of changing my broadband supplier from Shell Broadband I have to return my router but I do not have a tracked 48 label. I have sent 3 email requesting one but had no reply last week I called customer services ans asked for one and was told it would be with me within 48 hours but surprise surprise nothing turned up. On saturday I called again and this time I was told they would send me a return bag by post within a few days but nothing has yet turned up. But just incase I asked for the address to which I should send my router and would you belive it they did not know the return addressa. On the box my router came in there is a return address for a company called Net Lynk in Birmingham I don't know if this is the correct return address ? has anyone got the return address ?