topic Missing part from stand in Sky Glass

Missing part from stand

thehitmaster175 — Tue, 09 Sep 2025 15:03:15 GMT

Received a 43" glass air tv from Sky last week and deboxed only to find the metal rods for table stand were missing. After some discussion I finally managed to convince the advisor that the rods were indeed missing, so the next thing was him asking for a photo... A photo of what, the empty box or what, so he decided don't need the photos and proceeded to log the call with the back office team.. To be fair he did phone back next day to assure me the parts would be shipped out and would receive them the next day (Saturday) or the following Monday. Not receiving any of the promised emails, or the parts, I phoned on the Saturday and was assured I'd get a delivery on the Monday..

So with nothing received on the Monday phoned again only to be told the original request had been rejected due to... no photo.. Advisor did seem to agree with me that taking a photo of a missing part isn't possible, can understand if damage is being reported but not something missing, so I ended up taking a photo of the base of the stand.. Now waiting on outcome, though suspecting I'll be the one doing the chasing...

Anyone else had such experiences ?

Re: Missing part from stand

BOLA2 — Thu, 20 Nov 2025 17:30:15 GMT

I have the same issue, got the TV delievered today and no metal rods for the TV stand. I called sky and nobody helped me they said it should not have been included in the box but the instuctions clearly state they should be. Sky advised me to try find the parts online but I have not been able to locate any parts online. They will not give me any spare parts

Re: Missing part from stand

TimmyBGood — Thu, 20 Nov 2025 18:53:46 GMT

@BOLA2 wrote:

They will not give me any spare parts

I doubt any such 'spares' exist, given the sets arrived boxed from wherever in the world they are manufactured. Unfortunately you may need to insist on rejecting the delivery as incomplete and try again.

@BOLA2 wrote:

they said it should not have been included in the box but the instuctions clearly state they should be.

I'd suggest referring them to the web page for Glass Air stand assembly.

Re: Missing part from stand

Angiez — Thu, 04 Dec 2025 21:48:42 GMT

I had the same issue either 65" tv. I opened box but there were no TV rods as mentioned on the packaging of the tv base. The instructions clearly show 2 rods on the packaging.

I contacted Sky, they informed me they would pass to back office for someone to contact me about getting replacements.... they haven't rang back, hopefully it'll be tomorrow

Re: Missing part from stand

holaheather11 — Sun, 07 Dec 2025 11:36:56 GMT

my sky glass air 43" was delivered today and I'm missing the pieces too - how did you get it resolved?

Re: Missing part from stand

BOLA2 — Wed, 10 Dec 2025 22:56:49 GMT

I never got the issue resolved. Sky refused to listen that this is a part the TV should come with and when I asked to cancel my contract they said that my cooling off period had expired. I have looked everywhere and I cannot find any similar rods anywhere online. I find it so enfurating that Sky has told me and others to go any look for spare parts (That were supposed to be included in the box) online from random websites/suppliers.

Re: Missing part from stand

thehitmaster175 — Thu, 11 Dec 2025 08:24:41 GMT

I had it resolved via multiple phone calls to Sky and logged a formal complaint. Each person I spoke to seemed to have a different take on things and kept blaming the back office. Fortunately I did finally speak to someone who basically said lay out all the contents of the box you received then take a photo and upload, they sent a link to follow on the call ,and this was to prove what was received and it was after this that I finally got somewhere.

Re: Missing part from stand

holaheather11 — Thu, 11 Dec 2025 08:30:49 GMT

Thank you - I actually found someone selling the parts on Vinted so went on that work around. Happy you got it sorted but definitely shouldn't be that complicated!!