Sky Q failing box replacement - given V1 Es140 box!

[rhammond84]

Appears my phone was blocking the manager "callbacks" as spam messages, so only receiving left answer machine messages with no way of calling back directly.

Called back the central CS number.  To update:

1) Nothing can be done beyond the £15 goodwill gesture to restore my box to the version I had previously (consistent message seems to be "you have access to all the content you pay for" so that's it).  I'm told once stocks are replenished, I should be able to source an HDR capable box without the upgrade charge.....

2) Independently, the replacement box I received (V1) started failing yesterday after < 1 week! (harddrive error message on start-up).  Completed hard disk reset and factory reset, but issues have resurfaced today with same message, or recordings not playing/being available.   Another replacement box (likely V1) will be sent.

[bob1234]

@rhammond84Have you tried raising a formal complaint

https://www.sky.com/help/articles/how-to-make-a-complaint#make-a-complaint-contact-us

[rhammond84]

@bob1234 Having now got the 2nd replacement box (another V1) following the 2nd failure......I'm not sure I have the patience to process another more formal complaint.  Given all individuals spoken to, would hope if there were any HDR capable boxes available, one would have been prioritised for me.

Am not looking forward to chasing this a few weeks down the line when newer boxes are hopefully available again as have no confidence I'll get notified, or there will be any joined up thinking that gets one sent to me as soon as they're available.

At least I have £15 for all the time consumed and loss of HDR......!

[bemak187]

Sky really did make a huge mess if the whole HDR thing didn't they.  Its already a joke they want money from V1 customers to get the same content that folk on V2 and V3 boxes get as standard (despite them saying HDR would launch way back at the start of Sky Q).  The whole Q hardware eco system is way out of date now and needs a full refresh.  That wont be helped though by the shortage of components worldwide.

[rhammond84]

I see that HDR capable boxes are now available again: https://helpforum.sky.com/t5/Sky-Q/New-SkyQ-Box-32B240/td-p/3686680

I did end up raising a formal complaint back in April but was told nothing could be done. I've just responded by email to that response with request to now send an HDR capable box per availability in link above and am being sent on a non-committal, non-acknowledging merry go round ('your box is already HDR capable', 'if you wish to replace with an HDR box, you'll need to telephone').

What a complete farce! 

[Laing1]

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@rhammond84 wrote:

I see that HDR capable boxes are now available again: https://helpforum.sky.com/t5/Sky-Q/New-SkyQ-Box-32B240/td-p/3686680

I did end up raising a formal complaint back in April but was told nothing could be done. I've just responded by email to that response with request to now send an HDR capable box per availability in link above and am being sent on a non-committal, non-acknowledging merry go round ('your box is already HDR capable', 'if you wish to replace with an HDR box, you'll need to telephone').

What a complete farce! 

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@rhammond84 that only seems to be 1 person so it may be they were extremely lucky that they were given a HDR capable box I wouldn't hold out my hopes that Sky have now received more stock of HDR capable boxes it may be a box that was returned to Sky as no longer needed.

[TimmyBGood]

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@rhammond84 wrote:

I see that HDR capable boxes are now available again

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As @Laing1 notes, that could just be a single box back from an ex-subscriber and redeployed, and isn't itself indicative of a new delivery from the factory. 

[rhammond84]

Understand.

Though there are other cases: https://helpforum.sky.com/t5/Sky-Q/Sky-Q-replacement-box-non-HDR/td-p/3671001/page/2

So indicates some are in circulation that could be provided for existing customers who already had the service if the will was there. 

[rhammond84]

Was never successful getting the right box back; contact with customer service was frustrating with inconsistent recollection of the notes on my account.

However, the only 2 month old V1 box failed in a permanent reboot loop.  No option for postal box replacement anymore, so engineer sent.  He came in with another V1 box, but upon query, he checked his van.  He had no V3 2TB boxes (so I assume the supply issues here still continue), though he did have the new 1TB boxes in the van. 

However, he had one V2 2TB box that he was able to offer as replacement.

So am finally back to where started with HDR and 1GBps ethernet port (though since the original post, I've resolved all the odd network routing/restrictions the Q boxes do by altering my network setup and replacing the Sky Router/modem with my own).