32B0 HDR Compatible or not???

[peacebrother72]

At my wit's end here, I paid £50 for a HDR box but received the 32B0 which was indentical to my last box.  I raised a formal complaint (had other issues too) and their response was basically "speak to Customer Services". I have just come off the phone and the agent insisted that the 32B0 box IS now HDR compatible and that the website is wrong. When I use my Sky box to check for HDR compatability it says my box ISN'T compatible and needs to be upgraded so call Customer Services. Going round in circles and feeling like I'm being fobbed off....Am I?

[nigea99]

No the 32B0 is not HDR capable.

There seem to be a few instances where Customer services have incorrectly implied that they are.

I think some advisers do not know the difference between UHD & HDR

I have escalated your post to SKY & hopefully somone will make contact with you to make sure you get the upgrade you have paid for

Please see this link regarding the escalation

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

(Edit - oops now added the link)

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[nigea99]

BTW Maybe I should add that, unfortunately there do seem to issues with the systems  & processes and the identification of the different boxes

I know it doesn't help you but SKY are aware and trying to impove things but until they get it sorted, unfortunately, errors are still occurring.

I just hope that after the escalation this can be sorted for you

[fizzdisco]

Yet another example of Sky not training their staff well enough. 

I bet if you were to do a random quiz with a handful of Sky employees asking them what the difference between UHD and HDR was, most of them wouldn't have a Scooby. 

There's a discussion in another thread in the What's On section of the forum about Sky promoting HDR in emails to customers but saying it's available on shows which don't actually have it. They're also using Sky Glass 'Ultra HDR' branding on Sky Q promo material. It's no wonder their staff don't have a clue. 

[nigea99]

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@fizzdisco wrote:

Yet another example of Sky not training their staff well enough. 

I bet if you were to do a random quiz with a handful of Sky employees asking them what the difference between UHD and HDR was, most of them wouldn't have a Scooby. 

There's a discussion in another thread in the What's On section of the forum about Sky promoting HDR in emails to customers but saying it's available on shows which don't actually have it. They're also using Sky Glass 'Ultra HDR' branding on Sky Q promo material. It's no wonder their staff don't have a clue. 

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Maybe  answer U & R ?

[fizzdisco]

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@nigea99 wrote:

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@fizzdisco wrote:

Yet another example of Sky not training their staff well enough. 

I bet if you were to do a random quiz with a handful of Sky employees asking them what the difference between UHD and HDR was, most of them wouldn't have a Scooby. 

There's a discussion in another thread in the What's On section of the forum about Sky promoting HDR in emails to customers but saying it's available on shows which don't actually have it. They're also using Sky Glass 'Ultra HDR' branding on Sky Q promo material. It's no wonder their staff don't have a clue. 

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Maybe  answer U & R ?

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Good answer! 

[Lisa-P1987]

Thank you for escalating this. We have sent peacebrother72 an invite to chat 🙂 

[Mr+Flibbles+86]

Update - THis case has been discussed on a private chat. While the 32B0 isn't HDR compatible there is an option advised where upgrading to a HDR compatible box should be an option, though this isn't something we are able to do through the messaging service so another call in is required.

Details regarding HDR compatibility and upgrades can be found on the following page. 

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

[nigea99]

Hi @peacebrother72 

I am really sorry that it seems that the escalations team could not progress this for you. 

Hopefully when you call CS again you will get through to someone who can ensure you get the correct box sent to you and understands what they need to do to to enable that to happen without misbelieving you or advising you incorrectly.

Please do let us know how you get on - whether that be a good or bad experience. 

Fingers crossed a single brief  call will sort it

[peacebrother72]

It was requested I speak to retentions who couldn't help me either as they said my box was compatible and then put me through to the technical team who said they will send someone out. What a shambles, let's see what the engineer has to say....

[fizzdisco]

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@peacebrother72 wrote:

It was requested I speak to retentions who couldn't help me either as they said my box was compatible and then put me through to the technical team who said they will send someone out. What a shambles, let's see what the engineer has to say....

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For goodness sake. The amount of time & money Sky waste on things which should be so simple is just staggering. Retentions have absolutely nothing to do with HDR capable boxes - they are a department purely for offering discounted subscription deals in order to retain customers. Sending someone out will achieve absolutely nothing unless the engineer has an HDR-capable box with them. But be aware that some engineers have no clue what HDR is either... and they have no control over what is specified on their work orders or what hardware is put on their vans. 

There is something seriously wrong with Sky's infrastructure at every level. 

[nigea99]

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@peacebrother72 wrote:

It was requested I speak to retentions who couldn't help me either as they said my box was compatible and then put me through to the technical team who said they will send someone out. What a shambles, let's see what the engineer has to say....

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I really don't what to say.

Many thanks for letting us know - by giving us the upate the SKY CMs can see what has happend to you and refer the saga to those who look after the processes (although, unfortunately, this won't help you - hopefully it will help others in future)

Fingers crossed that the engineer finally sorts this for you - please let us know. 

[peacebrother72]

SORTED!!! More by luck than judgement the Sky engineer had a 32B1 box on the van .HDR is working and now my Disney+ is in 4K too, NOT standard HD as with my previous boxes. She was familiar with HDR but did say that there's no way of specifying which box they need supply and fit so this problem will continue until Sky sort themselves out.

[fizzdisco]

@peacebrother72 

Excellent - glad  you got it sorted...eventually! 

[nigea99]

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@peacebrother72 wrote:

SORTED!!! More by luck than judgement the Sky engineer had a 32B1 box on the van .HDR is working and now my Disney+ is in 4K too, NOT standard HD as with my previous boxes. She was familiar with HDR but did say that there's no way of specifying which box they need supply and fit so this problem will continue until Sky sort themselves out.

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Really glad you have now been sorted & thanks for the update @peacebrother72 

Unfortunatley this lack of differentiation between boxes for orders really needs sorting