HDR Tale of Woe

[JulesandSand]

I've had Sky Q for several years and thought I would upgrade my 2TB box to an HDR capable one as I've got a good quality Sony HDR TV.

My box hardware version is 32B064 so, on checking I could exchange this for an HDR capable box  for £50.

So..,I logged into My Sky, went on to online chat and ordered the new box - waited 24 hours for confirmation - nothing. Went back on to online chat and repeated the process (no idea what happened to the first order), got someone who new what they were doing and  processed the order again.

Next day, received a box, connected it up, and it's a non HDR box (32B064).  Called them up and was told they only send out HDR boxes now - clearly not. Arranged a replacement, got it yeaterday and, you guessed it, it's another non-HDR box. After an hour on the phone, was told it was indeed an HDR box (it isn't), so they're sending yet another box on Monday.

I'm not hopeful.

[MightyQuinn]

Hi @JulesandSand   You are not alone.

WANT TO ORDER THE NEW SKY Q HDR COMPATIBLE BOX - Sky Community

[Stephen+Horne]

They only have 1tb hdr boxes in stock at the moment according to the person I spoke with yesterday.

[fizzdisco]

They clearly haven't got a clue what boxes they have in stock at the moment. 

[CyberFriday]

It's hardly rocket science. They even have a help page that tells you which boxes are hdr ones 

https://www.sky.com/help/articles/check-which-sky-q-box

But then we do know from other threads that their customer support struggles with giving customers the correct information. Sky q, the gift that just keeps giving..

[JulesandSand]

Well I got my third 'HDR' box on Monday - only it's yet another non HDR box.

Spoke to a seemingly more knowledgable CS agent who's promised to pass this to the'back office' who have the ability to fix this,

We'll see.

[Stephen+Horne]

Don't hold your breath waiting for the 'back office' to get back to you.  If you want an hdr box just now, you need to opt for the 1tb version as that's the only guarantee of what you'll get just now for hdr.

[JulesandSand]

Well the time within which I was promised a resolution came and went - so back on the phone and after another to and fro (they keep insisting my box is HDR) and being on hold at technical I cut the call after an hour.

Called back (got India I think) - same old schtick - you already  have an HDR box (sigh) - maybe your box, although it is  32B06 is somehow magically HDR enabled (deeper sigh).

Eventually agreed it was nothing of the sort but then to be told the £50 I paid was just for a 2TB box - really? Apparently I paid to upgrade my box to exactly the same box?

Then told no 2TB HDR boxes available so apparently I'm to get a refund - not holding my breath about that either.

A new low in Sky customer service in my experience.

[fizzdisco]

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@JulesandSand wrote:

Well the time within which I was promised a resolution came and went - so back on the phone and after another to and fro (they keep insisting my box is HDR) and being on hold at technical I cut the call after an hour.

Called back (got India I think) - same old schtick - you already  have an HDR box (sigh) - maybe your box, although it is  32B06 is somehow magically HDR enabled (deeper sigh).

Eventually agreed it was nothing of the sort but then to be told the £50 I paid was just for a 2TB box - really? Apparently I paid to upgrade my box to exactly the same box?

Then told no 2TB HDR boxes available so apparently I'm to get a refund - not holding my breath about that either.

A new low in Sky customer service in my experience.

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[Laing1]

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@JulesandSand wrote:

Well the time within which I was promised a resolution came and went - so back on the phone and after another to and fro (they keep insisting my box is HDR) and being on hold at technical I cut the call after an hour.

Called back (got India I think) - same old schtick - you already  have an HDR box (sigh) - maybe your box, although it is  32B06 is somehow magically HDR enabled (deeper sigh).

Eventually agreed it was nothing of the sort but then to be told the £50 I paid was just for a 2TB box - really? Apparently I paid to upgrade my box to exactly the same box?

Then told no 2TB HDR boxes available so apparently I'm to get a refund - not holding my breath about that either.

A new low in Sky customer service in my experience.

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@JulesandSand I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert. |

Look out for a chat bubble at the bottom right of your screen inviting you to a chat

have a read of this as it explains how escalation works 

[JulesandSand]

Well I was contacted by the sky 'expert' who didn't bother to respond!

[Rhonny]

@JulesandSand

How long did you take to get back to them? 

[bob1234]

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@JulesandSand wrote:

Well I was contacted by the sky 'expert' who didn't bother to respond!

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The chat (Blue dot) does not respond quickly, you send get on with something else and eventually you get a reply. You don't even have to stay on the forum just come back when you wish. It can be a long process but so long as the blue dot is there you can keep going.

[JulesandSand]

I responded virtually right away.

[JulesandSand]

Oh - and the blue dot is gone.