£50 Deposit Charge for replacement faulty puck

[Scottishplantdad]

Hi all,

I think I've been one of the most positive folk here in Glass forum land but even I nearly had a meltdown today...! 😫

So my puck stopped working last night, totally stuck on pair remote after factory reset and the lovely Lisa from forum support and I tried pretty much everything we could do. 

So I was advised to call tier 2 support and they would sort out a replacement. No problem I thought! Faulty puck, replace. Job done! 

Unfortunately not... We ran through things over the phone, was popped on hold a few times (which is fine, challenging with a new product) and then told yep we will need to replace. Cool! 

However, the next sentence was 'so this is the bad news, we will have to charge you a £50 deposit upfront for the faulty replacement.' Sorry... what?! 

Asked if it could be escalated as all my notes do state other issues outstanding as well. However was told this couldn't be done. 

I really want the multi room so felt like I was over a barrel. And had to pay £50 that will be refunded to process the order. I'm sorry sky but it's a faulty product... why should that charge be forked up front by the consumer? 

Also they had to do a fraud check to action the order... soft credit check for that?! 

Awaiting a call back from a manager to discuss this as I really don't understand what happened tonight. And credit to the call handler, she totally agreed that the procedure is BONKERS. 

Anyway, rant over. But just wanted to share in case anyone else faces this issue. 

[GD1]

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@Scottishplantdad wrote:

Hi all,

I think I've been one of the most positive folk here in Glass forum land but even I nearly had a meltdown today...! 😫

So my puck stopped working last night, totally stuck on pair remote after factory reset and the lovely Lisa from forum support and I tried pretty much everything we could do. 

So I was advised to call tier 2 support and they would sort out a replacement. No problem I thought! Faulty puck, replace. Job done! 

Unfortunately not... We ran through things over the phone, was popped on hold a few times (which is fine, challenging with a new product) and then told yep we will need to replace. Cool! 

However, the next sentence was 'so this is the bad news, we will have to charge you a £50 deposit upfront for the faulty replacement.' Sorry... what?! 

Asked if it could be escalated as all my notes do state other issues outstanding as well. However was told this couldn't be done. 

I really want the multi room so felt like I was over a barrel. And had to pay £50 that will be refunded to process the order. I'm sorry sky but it's a faulty product... why should that charge be forked up front by the consumer? 

Also they had to do a fraud check to action the order... soft credit check for that?! 

Awaiting a call back from a manager to discuss this as I really don't understand what happened tonight. And credit to the call handler, she totally agreed that the procedure is BONKERS. 

Anyway, rant over. But just wanted to share in case anyone else faces this issue. 

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You're right, Sky do need to seriously rethink this as although you get refunded you still have to stump up money when the device is faulty.

[Laing1]

@Scottishplantdad @GD1 this seems to be a problem with their cmoputer system for accounts I remember when I got Sky Q in 2016 I was given a £99 credit to my account due to one of the reps in a shopping center lying to me and removing a package from my account stating they had discounted the Sky Q package I had just signed up for. I  asked if I could receive an additional mini box instead of the credit. I was told no I would have to physically pay for the box then leave the refund on my account as their system  could not put equipment through without taking a physical payment sounds like this is still the same situation

[kasabian]

Hi

As you i have had the same issue, got my sky glass and puck on the 1st of November, the puck worked for 1 day then stopped working after numbers calls they said i would need a new remote. The new remote arrived and it did not work with the puck, so eventually they said i would need a new puck. Like you i was asked to pay 50 pounds up front, not very happy but wanted the multi room function. My new puc karrive this morning set it up and guess what its rubbish, keeps freezing losing sound then kicks me out of the program and to top it all says i have no internet connection, and i know there is nothing wrong with my internet. So dissatisfied and disappointed. I have decided to ring sky tomorrow and arrange for it to be returned and i may not reinstate my old package and leave sky for good after 23yrs. I have already paid my first months glass subscription and i bet I don't get much of it back even though i have only had it for Q-days,

[Scottishplantdad]

They will really need to change this process as at the end of the day - it's a faulty product. The consumer shouldn't be out of pocket for any length of time due to that. Actually think it might breach trade standards but I won't say I know that. But it smells fishy to me. 

I am supposed to have a manager calling me tonight to discuss. So let's see! 

[Jayboy1990]

So, i know that this type of thing is used by apple for their replacement service. They send replacement and place a hold for the value. Once they then recieve the faulty item the money is released from the hold back to your account. 

So its certainly a legal practice. But, its strange that i cant see any terms AT ALL on skys replacements/repairs process for this!

[Scottishplantdad]

They basically said they physically can't place the order without taking the deposit. Which just seems bizarre... or why not use a sky corporate credit card for customer complaints like this if the system is built that way. Just seems beyond me.