topic Re: Sky q broken poor customer service in Sky Q

Sky q broken poor customer service

Stevo8 — Fri, 19 Apr 2024 06:16:26 GMT

I had a replacement sky q spent . When the courier came. He refused to give the box. He did not state the old box needs to be taken back and sky did not state the broken box needs to be taken back. So now I am without any sky service and I am paying for it. Very poor service here. I have had no sky since monday ir is know Friday.

Can anyone advise me next steps as I am getting fed up with this whole process . I have spent more time trying to sort this out through sky. The sky community and numerous other organisations. . I am definately not impressed with sky customer service. It has been appalling.

Re: Sky q broken poor customer service

Daniel0210 — Fri, 19 Apr 2024 06:26:30 GMT

@Stevo8

Not sure what other numerous organisations woukd be involved apart from Sky and DPD. You will need to recontact Sky and arrange another doorstep box swap. The DPD courier was correct in not leaving you the replacement box. He/She must take the faulty box with them so it should be really for them to put in the packaging the new one comes in.

Remember: take your viewing card out of the faulty box.

Re: Sky q broken poor customer service

GD1 — Fri, 19 Apr 2024 08:27:11 GMT

@Stevo8 As you refused to give the courier your old box as you were meant to, and this would have been explained in the email you received, the courier followed the correct process.

This isn't a Sky issue but a customer issue by not following the correct steps or not understanding the swap process. https://www.sky.com/help/home/sky-tv/sky-tv-q/fixing-sky-q/fixing-q-equipment/no-power-q-box/articles/order-replacement-q-box

Returning your old Q box

You’ll need to return your old Q box to us.

If you’re in the UK, unpack your new box when it’s delivered, and put your old box, remote and HDMI and power cables into the packaging. Hand it back to the courier when you’re done.

Re: Sky q broken poor customer service

Doc5907 — Fri, 19 Apr 2024 10:55:09 GMT

@Stevo8 wrote:
I had a replacement sky q spent . When the courier came. He refused to give the box. He did not state the old box needs to be taken back and sky did not state the broken box needs to be taken back. So now I am without any sky service and I am paying for it. Very poor service here. I have had no sky since monday ir is know Friday.
Can anyone advise me next steps as I am getting fed up with this whole process . I have spent more time trying to sort this out through sky. The sky community and numerous other organisations. . I am definately not impressed with sky customer service. It has been appalling.

@Stevo8 just wondering why you chose not to give the courier the old broken box ? you do understand these boxes are only loaned to you and always remain the property of Sky ?

Re: Sky q broken poor customer service

Stevo8 — Fri, 19 Apr 2024 11:31:05 GMT

I was not in at the time. And the information said ready to exchange rather than you must swap the faulty box for the new one. . Bit I am still disappointed with sky since this has all happened I still have the old box . Numerous online chats trying to get something sorted out . Plus I am paying for a non working service at the moment.

Re: Sky q broken poor customer service

Daniel0210 — Fri, 19 Apr 2024 11:36:08 GMT

@Stevo8 wrote:

the information said ready to exchange rather than you must swap the faulty box for the new one.

@Stevo8

Exchange/swap are pretty much the same thing. As stated earlier call Sky to rearrange the doorstep box swap. You should be provided a one hour time slot and then whichever adult is at the address can swap the devices.

Re: Sky q broken poor customer service

PandJ2020 — Fri, 19 Apr 2024 12:28:23 GMT

@Stevo8 wrote:
Plus I am paying for a non working service at the moment.

Once it's resolved you can request a credit for any such period.

Re: Sky q broken poor customer service

Invisiblename — Fri, 19 Apr 2024 13:40:39 GMT

@Stevo8