topic Re: Ordered New Sky Glass Air - got a 2nd hand one… in Sky Glass

Ordered New Sky Glass Air - got a 2nd hand one…

DrBeaker — Sat, 09 Aug 2025 16:28:43 GMT

So, ordered a Sky Glass Air which was delivered on Thursday and it clearly wasn't 'New'.

The packaging had clearly been opened before, the remote had the battery tab taken out and the clearest sign?...

The TV had swirl marks all over the screen and the stand had spray marks which I assume is the spray used on the screen before whoever it was wiped it.

Rang Sky, sent photos and awaiting a response 48 hours later as they said all they could do was send a refurbished one.

I've not even had a new one yet.

Utterly woeful processes and customer service so far, asked to ring back today and update was again "we can send a refurb" when again not had a new one yet!

Anyone else ever had this happen?! How do Sky expect to get away with sending 2nd hand TVs when it should be new?

Re: Ordered New Sky Glass Air - got a 2nd hand one…

TimmyBGood — Sat, 09 Aug 2025 16:30:08 GMT

@DrBeaker wrote:

How do Sky expect to get away with sending 2nd hand TVs when it should be new?

Refurbished sets are sent out as warranty replacements, but you shouldn't receive one initially.

Re: Ordered New Sky Glass Air - got a 2nd hand one…

DrBeaker — Sat, 09 Aug 2025 16:33:14 GMT

Yep, appreciate that would be the case but haven't had a new one yet.

Even if you were expecting a refurb one, you'd send it back. Clearly had some kind of liquid sprayed on the screen and then wiped in a swirly pattern

Re: Ordered New Sky Glass Air - got a 2nd hand one…

Mark39 — Sat, 09 Aug 2025 16:46:11 GMT

@DrBeaker I'd be cancelling if they don't send you a replacement new tv. Clearly not acceptable.

Re: Ordered New Sky Glass Air - got a 2nd hand one…

Dazzasky — Sat, 09 Aug 2025 17:59:50 GMT

@DrBeaker wrote:
So, ordered a Sky Glass Air which was delivered on Thursday and it clearly wasn't 'New'.

The packaging had clearly been opened before, the remote had the battery tab taken out and the clearest sign?...
The TV had swirl marks all over the screen and the stand had spray marks which I assume is the spray used on the screen before whoever it was wiped it.

Rang Sky, sent photos and awaiting a response 48 hours later as they said all they could do was send a refurbished one.

I've not even had a new one yet.

Utterly woeful processes and customer service so far, asked to ring back today and update was again "we can send a refurb" when again not had a new one yet!

Anyone else ever had this happen?! How do Sky expect to get away with sending 2nd hand TVs when it should be new?

Send it back and log a complaint. The advisor clearly doesn't know what they're talking about @DrBeaker

Re: Ordered New Sky Glass Air - got a 2nd hand one…

Jporch316 — Sat, 09 Aug 2025 18:27:16 GMT

Definitely should not be sent a refurb on a new order

I would not be happy if that was me ..... call back and speak to another advisor and if that doesn't help ask to speak to someone further up the chain of command

I have raised the issue in the closed forum for confirmation @DrBeaker

Re: Ordered New Sky Glass Air - got a 2nd hand one…

DrBeaker — Sat, 09 Aug 2025 19:17:47 GMT

An update: Apparently it's gone to a 'back office team' who are reviewing photos I'd sent and are the only people who can issue new TVs.

The agents we speak to can only issue refurbs and their managers the same.

So now need to wait for the back office team to get back to me.

No-one in this whole scenario can appear to tell me how I received this used TV in the first place as they said if it was a refurb it would say so on the box. It doesn't but is clearly used.

Re: Ordered New Sky Glass Air - got a 2nd hand one…

Jporch316 — Sat, 09 Aug 2025 19:23:03 GMT

I have seen a YouTube video of a user who had issues with a gen 2 and was supplied a unit that had been pre tested before it was delivered. Apparently some units are as an extra QC level

Re: Ordered New Sky Glass Air - got a 2nd hand one…

Fothergill1 — Sat, 09 Aug 2025 20:32:58 GMT

@Jporch316 wrote:
I have seen a YouTube video of a user who had issues with a gen 2 and was supplied a unit that had been pre tested before it was delivered. Apparently some units are as an extra QC level

@Jporch316 That's certainly a possibility but IMHO it should still not be sold as a new unit. If it happened to me I would certainly be unimpressed.

Re: Ordered New Sky Glass Air - got a 2nd hand one…

2muchTV — Sun, 10 Aug 2025 06:21:15 GMT

@DrBeaker based on your experience so far, I would just cancel and purchase another TV.

Air is a good TV but there are many other good TVs out there.

Re: Ordered New Sky Glass Air - got a 2nd hand one…

DrBeaker — Sun, 10 Aug 2025 07:10:30 GMT

I initially wasn't going to get one, but needed 5 'devices' and they only allow 4 Sky Stream pucks. So the Air was the compromise to replace one older TV

it was a switch from an increasingly erratic Sky Q and Sky Q mini set-up.

Hopefully this week they find some common sense!

Re: Ordered New Sky Glass Air - got a 2nd hand one…

TimmyBGood — Sun, 10 Aug 2025 08:12:41 GMT

@DrBeaker wrote:

I initially wasn't going to get one, but needed 5 'devices' and they only allow 4 Sky Stream pucks.

Six pucks are allowed: I guess it might be four on an initial order.

https://www.sky.com/help/articles/your-devices-sky-glass

Re: Ordered New Sky Glass Air - got a 2nd hand one…

DrBeaker — Sun, 10 Aug 2025 08:14:15 GMT

Oh. He was quite insistent on the phone that was the only way I could have 5 rooms.

I did need a new TV in that room, so wasn't too worried but that is annoying to know it wasn't necessarily true!

Re: Ordered New Sky Glass Air - got a 2nd hand one…

TimmyBGood — Sun, 10 Aug 2025 08:15:03 GMT

@DrBeaker

https://www.sky.com/help/articles/watching-sky-in-different-rooms-sky-glass

Re: Ordered New Sky Glass Air - got a 2nd hand one…

TimmyBGood — Sun, 10 Aug 2025 08:16:50 GMT

@DrBeaker

It's always been up to six pucks and three television sets going back to launch in October 2021. Unfortunately we suspect call centre staff are incentivised to sell the TVs.

Re: Ordered New Sky Glass Air - got a 2nd hand one…

BenJoBanjo — Sun, 10 Aug 2025 09:44:49 GMT

@DrBeaker

You must absolutely insist on receiving a brand new, factory sealed, Glass Air TV.

Sky should not be supplying anything other than this for first time purchasers.

Re: Ordered New Sky Glass Air - got a 2nd hand one…

2muchTV — Sun, 10 Aug 2025 10:54:38 GMT

@DrBeaker When my Sky contract is up (November) I am not renewing as Now (Ultra boost) meets all of our needs and is cheaper than Stream without long contracts.

Up to 4 streams at the same time is more than enough for my household plus I can use it when I travel for work in UK (Firestick)

Re: Ordered New Sky Glass Air - got a 2nd hand one…

DrBeaker — Sun, 10 Aug 2025 11:05:46 GMT

I'm trying and that will be the only answer that works I can assure you!

Re: Ordered New Sky Glass Air - got a 2nd hand one…

DrBeaker — Mon, 11 Aug 2025 11:19:43 GMT

An update (and hopefully a final one!)

A brand new TV is being sent tomorrow, although they initially tried to say it could only be a refurb as all Sky Air are new.

Had to go through the photos with them again and after a hold they came back and offered the new one.

Now lets see if it is really new this time 🙂

Re: Ordered New Sky Glass Air - got a 2nd hand one…

Fothergill1 — Mon, 11 Aug 2025 12:09:17 GMT

Good to hear @DrBeaker you must have spoken to someone with some common sense. Post back on the thread when you get your replacement to let us know what you actually received 🤞