WANT TO ORDER THE NEW SKY Q HDR COMPATIBLE BOX

[bob1234]

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@Kei+M wrote:

Sorry to those who have received the wrong box. After looking at some of these cases we've taken steps that will stop the wrong box from being sent in the future. We still have 2TB HDR-capable boxes in stock and anyone upgrading will receive the correct box.

Edit: I should have added that anyone who has received an incorrect box can request a swap by contacting one of our agents.

Thanks,

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I think that illustrates the problem people should not need to ask for the wrong boxes to be changed Sky should know which boxes were sent where and sort it out without being asked.

This like recording returned boxes it looks completely out of control.

Sky should look at their entire processes and update them so they work.

[fizzdisco]

@bob1234 

Exactly. It's an absolute shambles. 

[craign75]

I was told today that as far as sky's systems are concerned i have been sent a hdr capable box so it's not allowing them to send me a hdr box until the resolution team alter my account,not sure if that is just a load of rubbish to fob me off or not,but the whole system seems flawed if it think s we have all received hdr boxes

[Godfrey]

If you have ordered a 2TB HDR Sky Q receiver you can quickly check that the receiver that is being delivered to you is actually a 2TB HDR model by checking that the label on the box clearly states that the Model is ES340d9.

If the label reads ES340d8 then you would have been supplied with a 1TB HDR Sky Q receiver.

Godfrey.

[nigea99]

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@Godfrey wrote:

If you have ordered a 2TB HDR Sky Q receiver you can quickly check that the receiver that is being delivered to you is actually a 2TB HDR model by checking that the label on the box clearly states that the Model is ES340d9.

If the label reads ES340d8 then you would have been supplied with a 1TB HDR Sky Q receiver.

Godfrey.

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I think the point being made on this discussion is that the customers know what box they have - but SKY don't seem to

[Khushba]

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@Kei+M wrote:

Sorry to those who have received the wrong box. After looking at some of these cases we've taken steps that will stop the wrong box from being sent in the future. We still have 2TB HDR-capable boxes in stock and anyone upgrading will receive the correct box.

Edit: I should have added that anyone who has received an incorrect box can request a swap by contacting one of our agents.

Thanks,

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I have just been on the phone with an agent.  They've told me they will have to get the SSU (back office) team to call me back to arange a proper replacement.  Not sure how true this is, but the agent said they dont have any options to place the replacement order for me.

[Godfrey]

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@nigea99 wrote.......................

I think the point being made on this discussion is that the customers know what box they have - but SKY don't seem to

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My post was aimed at helping the large number of subscribers who only discover that they have been supplied with the wrong version of SKY HDR box when they have powered it up................ checking the model label immediately it is offered to them by the courier would allow them to REJECT the device if it was not what was ordered.

Godfrey.

[craign75]

That sounds pretty similar to what i was told earlier today 

[craign75]

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@Khushba wrote:

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@Kei+M wrote:

Sorry to those who have received the wrong box. After looking at some of these cases we've taken steps that will stop the wrong box from being sent in the future. We still have 2TB HDR-capable boxes in stock and anyone upgrading will receive the correct box.

Edit: I should have added that anyone who has received an incorrect box can request a swap by contacting one of our agents.

Thanks,

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I have just been on the phone with an agent.  They've told me they will have to get the SSU (back office) team to call me back to arange a proper replacement.  Not sure how true this is, but the agent said they dont have any options to place the replacement order for me.

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That is what I was told also,they have no option to send out because they say I already have a hdr box according to there system it would send me a non hdr box

[Khushba]

@craign75 I've just had an email saying another box has been dispatched.  SHould arrive tomorrow.  I'm not confident that it'll be a HDR box

[craign75]

@Khushba Thats good news,fingers crossed you get sorted.

[Barry+Mc+Kelvey]

Hi

I'm also getting the run around from Sky. Going all around the houses, and still not getting anywhere. Keep getting told I have an HDR Box, even though I don't. I have Hardware Version: 32B064. I'm getting told the system wont allow them to upgrade me to a HDR Box. Then get passed from pillar to post again. Very frustrating to say the lease.

I've be with Sky a year after they launched, before the were Sky Digital. I've been a loyal customer and have never left them.

I'm currently on the phone to Sky again now, passed from pillar to post once so far, now been on hold what seems like forever.

I'm not happy to say the least 😞

Thanks in Advance

Barry 🙂

[craign75]

It's so frustrating Barry i have been told exactly the same the sky system says i have received my hdr box which I haven't,so they can't send me another hdr box out till they sort it at there side.

[nigea99]

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@Godfrey wrote:

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@nigea99 wrote.......................

I think the point being made on this discussion is that the customers know what box they have - but SKY don't seem to

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My post was aimed at helping the large number of subscribers who only discover that they have been supplied with the wrong version of SKY HDR box when they have powered it up................ checking the model label immediately it is offered to them by the courier would allow them to REJECT the device if it was not what was ordered.

Godfrey.

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Sorry @Godfrey - useful advice that I hadn't thought of

[Khushba]

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@craign75 wrote:

It's so frustrating Barry i have been told exactly the same the sky system says i have received my hdr box which I haven't,so they can't send me another hdr box out till they sort it at there side.

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I managed to get transferred to the "Business Continuity" department.  The agent there was able to check my account and noticed that it had my Box marked as HDR Capable but the hardware number was showing 32B064.  So he said he'd have to get the back office team to correct this and then he'd issue another replacement.

I can only assume he did that a little earlier today, as I got email saying a replacement box is on its way