topic Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM in Sky Q

A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

AlunCT — Wed, 15 Mar 2023 20:13:27 GMT

I placed an order 2 weeks ago for an upgrade to UHD box and explained I would not be at home Monday -Friday and also that I would like to keep the old box until I knew the new box worked. I was told that would be fine and I had 60 days to return the old box. Next day DPD tried to deliver and I answered on my Ring doorbell. I was told he could not give me a new box until I gave old one back.

I then opted for a Saturday AM delivery (£10) and it never turned up. It was being returned to SKY. Sky then told me they cannot send another out until they get the other one back from DPD.10 days later I have heard nothing.

I have spoken to about 8 peole who promise call backs from managers, or to update me on when the original DPD Q box gets back to me.

When I email the comaplints team now, they bounce back and fail. I am nopw going to contact OFCOM.

Has any one anyn idea how to get something like this sorted? Have any of you experienced such horrendus customer service with every promise broken?

I am at the end of my tether!

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Daniel0210 — Wed, 15 Mar 2023 20:18:55 GMT

@AlunCT wrote:

I placed an order 2 weeks ago for an upgrade to UHD box and explained I would not be at home Monday -Friday and also that I would like to keep the old box until I knew the new box worked. I was told that would be fine and I had 60 days to return the old box.

That seems unusual to me. Normally I'd expect an exchange of box for box on the doorstep with the DPD driver.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Chodley — Thu, 16 Mar 2023 08:27:54 GMT

You can't keep the old box. That was terrible advice.

and do you mean an HDR box? All boxes are UHD afaik.

I've escalated your post to see if the online team here can help.

Just look out for the blue bubble to start the conversation.
Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

AlunCT — Thu, 16 Mar 2023 09:23:53 GMT

Thank you. The whole process has been worse than pulling teeth. All I want is the UHD Q box I have ordered and somone within SKY to keep their promises. I worked for a large telecoms company as head of high level complaints. I looked at why acomplaint happened in the first place and looked at how we could change process to stop it happening so very fustraiting to see that a few simple changes could be made to resolve this. I estimate I have spent over 5 hours on chat and on the phone dealing with the incompetence of SKY staff and their 'rigid' processes.
I look forward to this issue being a distant memory.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

steve30x — Thu, 16 Mar 2023 09:56:20 GMT

@Chodley wrote:
You can't keep the old box. That was terrible advice.

and do you mean an HDR box? All boxes are UHD afaik.

I've escalated your post to see if the online team here can help.

Just look out for the blue bubble to start the conversation.
Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

All boxes are not UHD compatible. Some 1TB Boxes are 1080P only. I had a free upgrade from SKY+ HD to SKY Q and the 1TB Box supplied was only 1080P

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Lisa-P1987 — Thu, 16 Mar 2023 09:56:39 GMT

Thanks for escalating this. We’ve sent AlunCT an invite to chat.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Chodley — Thu, 16 Mar 2023 10:28:44 GMT

@steve30x Thanks - must have been those early ones. I vaguely remember something about that in the days of "Silver".

Anyway a UHD upgrade is hopefully HDR too now.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

steve30x — Thu, 16 Mar 2023 10:38:57 GMT

@Chodley wrote:
@steve30x Thanks - must have been those early ones. I vaguely remember something about that in the days of "Silver".

Anyway a UHD upgrade is hopefully HDR too now.

Unfortunately not all UHD boxes support HDR Either. I had a 2TB UHD Box installed on tuesday and since tuesday I have been trying to get the box changed for one that supports HDR. On the following SKY.com link it shows what boxes support HDR

https://www.sky.com/help/articles/sky-software-updates

I was on the phone to two people on SKY including a technician and he didn't realise that UHD and HDR were two different things. I had to explain it to him multiple times before I think it clicked with him.

He told me he will take it up with his boss to see if SKY can change the box for a box that supports HDR. He said he would either call me on tuesday or yesterday. I'm starting to get frustrated this morning too because when I paid €155 for the upgrade I wanted a box that supports 4K and HDR. The box I received is the V1 box with internal power supply and silver trim. It doesn't support HDR.

I've messaged SKY on facebook messenger with the datiails they need and I hope somebody gets back to me. I've even tried messaging Addie15 (on this forum) but my message will not go through because its claiming I've sent too many messages , but I;ve only tried to message her once.

All I want is for somebody to please try to help me.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

TimmyBGood — Thu, 16 Mar 2023 11:24:51 GMT

@AlunCT wrote:

I am nopw going to contact OFCOM.

Ofcom does not deal with such things. The escalation process is through the complaints process specified by the service provider until resolution or deadlock is reached: if deadlocked it then goes to the appointed ADR.

https://www.sky.com/help/articles/alternative-dispute-resolution

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

AlunCT — Thu, 16 Mar 2023 11:42:02 GMT

I have just been speaking on chat to SKY. Almost two weeks ago, DPD returned the box to SKY. It has not arrived back to them. They will not send another box out untill the other gets back to them. I asked her if she coudl contact DPD to see where the box is and why such a delay. The answer was NO!!!!

If two weekd passes and box is still not back with SKY will they do anything about it? The answer was NO.

Through no fault of my own, as I didn't even get the new SKY Q box, the parcel has gone missing and SKY will not provide me with another one. This is ridiculous.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

steve30x — Thu, 16 Mar 2023 12:11:00 GMT

I'm on whatsapp with a sky rep and I'm getting nowhere with a box replacement too. As usual I am being told that I have the HDR Box which I don't have.

Seriously SKY Wants me to revert to SKY+ HD don't they.

[EDIT] APARENTLY SKY no longer make the 2TB Boxes. So I have to keep what I have or pray that if an engineer calls he has a HDR Box

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Chodley — Thu, 16 Mar 2023 16:07:38 GMT

I'd take 1TB with HDR over 2TB without.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

bob1234 — Thu, 16 Mar 2023 17:04:29 GMT

@Chodley wrote:
I'd take 1TB with HDR over 2TB without.

Yes 1TB would be enough for me but considering that we paid extra back in the "silver" days for a 2TB one they should supply a 2TB one. I am not too bothered about HDR until I get a better TV that has more brightness as I can see little difference with HLG.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Chodley — Thu, 16 Mar 2023 18:13:48 GMT

I don't know what TV you have but it's also about wide colour gamut, brightness is part of that but you don't need 2000nits to see a big benefit. imho.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

bob1234 — Thu, 16 Mar 2023 18:53:57 GMT

@Chodley wrote:
I don't know what TV you have but it's also about wide colour gamut, brightness is part of that but you don't need 2000nits to see a big benefit. imho.

My poor little Sony only has 300nits, I can see the difference from other sources using HDR10 but not enough with Sky's HGL to bother with it.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Addie15 — Sat, 18 Mar 2023 12:05:55 GMT

Update-We are closing this session now due to no further communication within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

AlunCT — Sat, 18 Mar 2023 12:38:56 GMT

I have just found through calling DPD my new Sky Q box was delivered back to them on the 7th of March and signed for by Jonathan King. When spoke to SKY on Thursday they told me that it had not been received back by them. I have spoken to over 8 people in the past two weeks who lied to me. The advisor I spoke today told me that no ine in Sky had bothered to check in the right place. He has now passed a message to the customer support teamwho can now change the status of the parcel as 'received' and order the new box for me.

I HAVE NEVER COME ACROSS SUCH A USELESS INCOMPETENT COMPANY AS SKY!

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

steve30x — Sun, 19 Mar 2023 20:03:05 GMT

@Chodley wrote:
I'd take 1TB with HDR over 2TB without.

Shortly after my post I was FINALLY contacted by a SKY adviser on facebook and aparently the SKY Adviser on WHATSAPP tookup the information he was given recently wrong. He was informed SKY no longer makes then 2TB Box that don't support HDR and they are still manufacturing the 2TB Boxes with HDR support.

Again I am playing the waiting game because the facebook adviser said he has raised it to get an engineer out to change the bopx for a 2TB Box with HDR. He said he will let me know if he gets a response or SKY will let me know (Again I won't hold my breath because I had to contact SKY four times before I got a response)

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

steve30x — Mon, 20 Mar 2023 11:49:45 GMT

The company that installed the SKY Q Box last week called me this morning to confirm they are coming to install the correct box this coming wednesday. Aparently they have to order in the HDR boxes

Re: A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

Laing1 — Mon, 20 Mar 2023 14:30:59 GMT

@steve30x wrote:

The company that installed the SKY Q Box last week called me this morning to confirm they are coming to install the correct box this coming wednesday. Aparently they have to order in the HDR boxes

@steve30x hope all goes well for you 😀