Stream remote completely unresponsive

[cheesyboy7]

@sewell Get some tweezers and pull out the positive spring where you put the batteries, this has worked the best for me so far.

[Carnoch04]

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@LeeBeeS wrote:

@sewell  can you tell us exactly the date sky admitted to you there was a known bad batch?  Because anyone receiving a new sky stream puck and remote after that date will have a legitimate case with trading standards as sky will have been knowingly shipping defective product.

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I was told on 23rd October about a "massive" batch of faulty remotes by a Sky Rep.

[sewell]

I've tried stretching out the battery connector and tested that the batteries are supplying power to the remote PCB and even tested with a 3v DC power supply connected direcely to the battery connections. The remotes are completely dead.

[LeeBeeS]

@Mark-Br   Given that sky admitted to customers that  there is a known fault with a large batch of remotes over a month ago, I would like to give you the opportunity to explain why I was sold this product after this date, with a known faulty remote, before I submit my concern to trading standards.

[Mikemikemikemike]

@Mark-Br  my understanding is that unlike SkyQ devices/remotes, which are owned by Sky, Sky Stream devices (pucks and remotes) are owned by the customer. Can you please confirm 1) how long the warranty is on Sky stream pucks and remotes? and 2) will this be extended if these remotes continue to be problematic? ......... it seems unreasonable to expect customers to take ownership and liability (for failure post warranty) of a product that is not fit for purpose.

[Diagost]

Having the same problem. Funny how there never is any problems taking subscriptions isn't it?

I've had my remote 1 day and it won't work. How do I get a replacement. I'm not paying 40 quid for another one. I expect things to work that I've paid good money for. Not happy. 

[sewell]

@Diagost Just call Sky tech support they will order a replacement but its taking 3-5 days for delivery.

[PSC133]

@sewell 
Taking rather longer than that for replacement remotes to arrive.  I'm already on day 11 and no sign of it!

I assume that Sky are waiting for new stock.  Hopefully without the current problems.

[Villa19]

mine Has been ok for the last 3 weeks since freezing but they told me there was no point sending a replacement as these were having the same issues too 

[TimmyBGood]

I would note that as Stream pucks are packaged in factory-sealed boxes with tear-to-open strips, there's an obvious problem with the notion of replacing remotes before delivery to customers.

Ideally it might be possible to identify which boxes do (or may) contain remotes from a 'bad batch' based on manufacturing records, but that may well not the case in practice.

[Jong99]

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@Mikemikemikemike wrote:

@Mark-Br  my understanding is that unlike SkyQ devices/remotes, which are owned by Sky, Sky Stream devices (pucks and remotes) are owned by the customer. Can you please confirm 1) how long the warranty is on Sky stream pucks and remotes? and 2) will this be extended if these remotes continue to be problematic? ......... it seems unreasonable to expect customers to take ownership and liability (for failure post warranty) of a product that is not fit for purpose.

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There should be no problem here at all. These remotes are clearly defective and not fit for purpose and so we are covered by our UK statutory rights (not that I'm suggesting Sky wouldn't do the right thing here anyway).

We actually have 6 years (5 in Scotland) to return the product if it was faulty at the time of purchase, as is clearly the case here. In the first 6 months Sky would need to prove the product was not faulty at time of purchase to refuse to replace/refund. After 6 months and up to 6 years the onus falls on the consumer to prove it was faulty at time of purchase but that does not seem difficult given this thread and Sky's official response to it!

[Mikemikemikemike]

Thanks. It is good to hear about the 6 months to 6 years (5 in Scotland) thing. I would have liked/would still like a reassuring response from Sky themselves, rather than customers like you having to provide statutory rights information. My fear here is (was) that we fumble our way through 6 months with intermittent faults and then Sky claim it is out of warranty and can only be replaced at the customer's cost. 

[dgdavid]

I had this with my Sky Stream today.  Remote totally dead, tried new batteries.  Earlier in this thread, someone recommended pulling the Positive sign battery spring out.  I noticed they were both pushed right back into the casing so using a paper clip, I hooked them and pulled them out enough to leave the ends definitely touching the battery and it worked!  Remote now working fully.  

I will go back and find the post and hit Like on it.

[dgdavid]

Posts were by TonyMcc1979 and cheesyboy7.  Thank you.

[Steve-35]

Had a thought earlier this evening but not sure if it's gonna help anyone in terms of identifying the dodgy remotes....inside the box that your stream was in there's a little leaflet for the remote control & on the front it has what I presume is the model number on it, LCxxx maybe? 

Anyone who's affected want to check that out & post the number that's on the leaflet? 

Curious to see if they all match mine & each other also. Might not have any significance to the situation but thought I'd post the idea anyway!