No product confidence from Sky

[AjaxPenumbra]

Screen stripes. Technical team advise Glass cannot be fixed - more concerning, advise they do not know the cause of the fault. Advising to replace under warranty but with a refurbished product. Sky won't advise failure rates of devices (claiming commercially sensitive) and only want to offer 3 month warranty on the replacement. Why do Sky think I should take the risk of a technical fault that they cannot identify/resolve. If they had confidence in the product they should have no issue extending the warranty for this specific failure risk. Anybody else had this response?

[mikealanr]

Hi @AjaxPenumbra 

I've had my Glass TV for over two years and not had any issues, however there are some reports on here. I can understand why Sky wouldn't give you information failure rates.

However this page  https://www.sky.com/help/articles/warranty-sky-glass#:~:text=Sky%20Glass%20TV%20(new%20or,fascia%3A%.... states that Sky give a two year warranty on new and refurbished Glass TVs and the replacement warranty should cover the remainder of the product it's replacing or 3 months, whichever is longer:

For any replacements, the warranty is valid up until your original warranty period, or for 3 months from the date it was delivered, whichever is longer

I think that's reasonable. However I'm in no way shape nor form legally qualified, so might be worth checking out your rights with Which or Citizens Advice etc.

If your not happy with the response from sky you can always make a formal complaint:  https://www.sky.com/help/articles/how-to-make-a-complaint.

MikeAlanR

[Jporch316]

As @mikealanr  states the general warranty for any similar electronic device is only as far as the original warranty period from the original purchase no matter how many times the device is replaced.

its the same as logic as if they was repaired...... the original warranty period would still stand. 

[Exiled-in-HH]

@AjaxPenumbra how old is the failed TV?

Do you really think you should get a new 2 year warranty on the replacement refurbished TV?

[Suskha]

Some folks want the moon on a stick. Get it replaced under warranty and get on with it.

[AjaxPenumbra]

How is not wanting to be exposed to a fault that a manufacturer cannot diagnose and repair the moon on a stick? Maybe your fanboy comment stems from not having the problem - lucky you.

[AjaxPenumbra]

18 months old - the second to have had the same fault. Perhaps read the post more carefully - I haven't proposed a term  for the warranty (and refer explicitly to this fault). just don't want to find that a third device suffers the same issue and leaves me with the cost of replacement.

[AjaxPenumbra]

Not if there is an inherent produce fault - then provisions of the Sale of Goods Act would apply.

[Jporch316]

@AjaxPenumbra 

If the tv is 18 months old then you will get a further 6 months warranty as per 

@mikealanr post above .....

[Jones_The_Cat]

Moral of the story... if you want to spend hundreds of pounds on a TV - a device which is commonly one of the most used electrical items in every household - buy one from a company with a proven track record of manufacturing them. Glass is Sky's first attempt.

Also, perhaps purchase one from a retailer with a proven track record of after-sales service for such devices - John Lewis & Richer Sounds both offer 5 or 6 year warranties on all their TVs for no extra charge. 

I'm afraid I have to agree with the thread title - I personally would have no product confidence in Sky Glass, partly because there is no other product in their range to compare it to. The fact that the product is now over two years old, has not been updated at all (hardware-wise) and yet continues to suffer from the same issues that have been regularly reported since October 2021, is all the evidence I need to never buy one. But that's just me. 

I commend all those brave enough to jump on board the Sky Glass locomotive - there are thousands, perhaps millions, of people who love it, and that's great. But for those who are stuck with TVs which aren't functioning to the expected level, depreciating in value at a rate of knots, with Sky seemingly clueless at how to fix them, I feel quite sad. 

[JulieinScotland]

My personal view on products and services provided by a company is that if one is unhappy with them, the most advantageous thing to do is change away from that company quietly.

I speak from experience here whereby I had an Energy Supplier that would not and more importantly could not provide me with a satisfactory (for me) solution to an issue.....  Rather than causing myself stress, I simply changed providers.  This saved me a great deal of upset....

I also did a similar thing with Broadband and telephone provider as well.

Although both the Energy Supplier and Broadband Provider now provider lower costs and I could save some money.  Their poor provision in the past was sufficient for me to decide never to return.

The point of this comment is not to denigrate the OP's issue but to say to ALL that experience what they consider poor or unacceptable goods or services cut your losses, move to another organisation that will provide a more satisfactory service.

I have had a Sky Glass since week one and apart from the odd niggle and occasional reboot very happy with it.

Finally,  I am not a Sky Fangirl here, I am just a very happy Sky Customer of over 24 years in the digital era and more from the Analogue one.

[Exiled-in-HH]

So the current TV is 18 months old (not mentioned in you original post) how old was the first TV when replaced (also not mentioned in your original post)?

Being offered 3 months is the minimum warranty that Sky would supply when there is less than 3 months of warranty left from your original purchase🤔

Are you expected to pay anything for the replacement?

If you have lost confidence in Sky Glass TVs ... you can always buy something else BUT no TV manufacturer makes 100% perfect TVs😉

Perhaps the third TV will last longer than second that lasted longer than the first TV?

[AjaxPenumbra]

Thanks for the view. Only purchased Glass as moved to a property which was unable to get a clear satellite signal. Was not a preference to buy the hardware and had explicitly asked whether the (now-titled) Stream service was going to launch in UK (was being trialled in Austria/Italy at the time). Was told there were 'no plans' - opted for Glass and then 5 months later....Stream. Too many here wading in as if I hate Sky. Been a customer for more than 20 years. 

[TimmyBGood]

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@AjaxPenumbra wrote:

Was told there were 'no plans' - opted for Glass and then 5 months later....Stream.

---

A Sky employee would be obliged to say that prior to September 2022.  Stream as a standalone product was widely rumored from the start, and at least one UK industry news site broke the story well ahead of time.

[AjaxPenumbra]

You clearly can afford to keep throwing money away on TVs - not sure that is the same for everybody else. But yes - can just buy something else. Helpful insight.

And again, I am not offering any view on terms for a replacement or extension of warranty. Indeed, Sky tried to sell me an extended warranty after less than 12 months of ownership - to cover year 2. They apologised and accepted that the product was still under OEM warranty and this cover was not needed. They now seem unwilling to offer any terms for warranty extension (charged or otherwise) - which again, without knowing the rate of product failure, makes it hard to know what level of risk is being taken. Can only judge my own experience - two devices, 100% failure. rate. Hence asking here.