HDR v3 box not fit for purpose (sound cutting out)

[Scobo]

Must admit, if we had cable in our area, I'd seriously consider switching to Virgin !

[Stoatgobler]

@LukeBe  Totally agree, the sound issue was the only reason I left sky after over 30yrs, even though they offered me a fantastic deal to stay for another 18 months it was driving us all mad rewinding every couple of minutes because of the dropouts and no solution on the horizon, in fact in December when I phoned to cancel they were still denying the problem existed.

[Jong99]

Same here @Stoatgobler , and it won't surprise you the retentions guy I spoke to earlier this week  still said he had never heard of the problem.

Makes you wonder how focused they can possibly be on fixing it if key staff like this are still totally unaware.

[Dazzasky]

@Jong99 Sky are totally focused on fixing the issue however it's a lot more complex than originally thought.  

[Scobo]

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@Jong99 wrote:

Makes you wonder how focused they can possibly be on fixing it if key staff like this are still totally unaware.

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Call me sceptical but my guess would be they are aware but are under instruction to deny all knowledge. 🙄

[Stoatgobler]

@Jong99  Absolutely, this has been my bug bear all along, at the very very least brief your staff of the problem so they can advise customers accordingly, but instead sky in a very devious underhand way deny the problem, feign ignorance when you phone up about it or blame their customers tv/ audio set ups, but of course to admit the problem means they can’t get away with getting new and existing customers to upgrade to their useless sky q boxes on expensive contracts.

Operating their business in this way shows Sky have nothing but contempt for their very loyal patient subscribers.

[Stoatgobler]

Dazzasky Wrote

@Jong99 Sky are totally focused on fixing the issue however it's a lot more complex than originally thought.  

Appreciate your sarcasm there @Dazzasky 

[Jong99]

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@Dazzasky wrote:

@Jong99 Sky are totally focused on fixing the issue however it's a lot more complex than originally thought.  

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I'd love to believe it @Dazzasky  and I do get it's a tricky one. I imagine people report sound problems for a whole heap of reasons of which this is only one.

But, at this point I just don't understand how so many support people can genuinely be unaware. The only possibilities are:

1. Sky are not focused at all. Some people care I am sure, but the 'organisation' sees it as small beer.
2. Sky are incompetent! They really do care but don't have the most basic of knowledge about how to communicate this interally and educate their staff on how to inform and assist affected users.
3. Sky are deliberately telling their staff to deny all knowledge for reasons best known to them.

Of these unattractive options I'd actually prefer 1 as it is probably the easiest to fix!

[sambora71]

Looks like my box has been "upgraded" to Q150 so will be interesting to see how that goes.

Not expecting much if I'm honest.

[Outertrial]

Mine is doing it loads now. It's every 5 minutes or so on Netflix. Less so on Sky on demand.

[GNinga]

@Jong99 several things will almost certainly be at play here:

1. Sky is business-driven (ie they are all about making money), so all work will be cost/benefit based - this is standard business practice. Often not good for existing customers, but not unusual for any business. Unless it has a clear impact on income (or there are regulatory or compensatory implications), defect fixing is rarely given the same focus as marketing initiatives.

2.  Customer service will also be business focused. Reps will be given scripts, targets and company training:

* targets to keep calls short, to promote deals, to keep things positive etc...

* Scripts that tell them what to say in any given situation

* training to teach them the sorts of things not to say (eg so the company doesn't admit liability for anything).

Most reps will not have worked for the company very long and will very much only know what is trained and scripted for them. Even if they have a searchable database of bugs, they need to input the correct search terms to "know" anything about a given problem ...and they are also under pressure to do that quickly so they meet call time targets. Again, pretty standard business practice. 

What we customers would see from the two points above is effectively what we are seeing - the business as a whole is perceived as having quite different priorities to those we might hope for 😢

...and of course, if a defect involves collaboration with suppliers, or is not reliably reproducible, then that further complicates the path to solution, requiring further time/expense that do not provide substantial business benefit.

All very frustrating as a customer, and odd that even the tabloids don't seem interested after all this time, but that is probably also "business-focused" - probably worried they'll lose the privilege of "leaking" the latest Sky Q news (which may also be one of the reasons that Sky don't do release notes for their updates) 😉

[bobafitz]

Like everyone else, I've had sound dropping out for a split second on live TV and downloaded programs. Anything from once in an hour to 10 times. Tried new leads and waited for software updates. So hi just phoned sky to get some answers. All they could do is book a engineer. So that will be a waste of time, i guess. They come next week. Update v 15 didn't help at all. 

[Mark-Br]

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@Kei+M wrote:

So, as we’re coming towards the end of the QR15 rollout we’ll soon begin to ramp up our testing of QR16. As alluded to previously QR16 will contain improvements aimed at addressing sound dropouts experienced on v3 boxes and as part of our testing, we’d like to invite some members to take part.

If you have a v3 box and you’d like to take part you can register your details here:- http://emea.focusvision.com/survey/selfserve/23c1/210308?list=1 and we’ll provide more info shortly.

Thanks,

EDIT: registrations close 23:59, Sunday 25th April

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FYI, for anyone who'd like to take part, I've added a deadline to register your details.

[GNinga]

I don't actually know what Q15 did at all. Anyone seen any release notes? 😂😂

[FozzyBear89]

@bobafitz Please can you let us know the outcome of the enginner visit?

Thanks in advance.