No product confidence from Sky

[Exiled-in-HH]

Are you being requested to pay anything extra within your 2 year warranty to receive a replacement Sky Glass TV?

I  always buy TVs that come with a minimum 5 year warranty😉

[AjaxPenumbra]

No - they are not asking for a contribution to a warranty....they are flatly saying that they cannot offer anything beyond the funded three months. The prior marketing of a warranty was incorrectly proposed for the second year of ownership.

The Glass replaced a 1year old device (which found a good home with my daughter) and which was covered by a 5year warranty.

I would not even be questioning the warranty if Sky could tell me they have diagnosed the fault and know that the component or software has been updated in the warranty unit....they can't/won't and which leads me back to accepting a device that may not be fit for purpose.

Others here may think it is wholly acceptable for a manufacturer to not address product faults in this way - clearly, we disagree.

[Exiled-in-HH]

Are you being requested to pay anything to receive the third Sky Glass TV?

[MarkGoldsmith]

---

@AjaxPenumbra wrote:

Others here may think it is wholly acceptable for a manufacturer to not address product faults in this way - clearly, we disagree.

---

Certainly not the case, manufacturing faults should be fixed, and with a mass market TV like this its quite likely you will get batches were perhaps the same fault occurs.

The issue is, if the fault if more down to dodgy hardware components, rather than lets say poor manufacturing, then that wouldn't be fixed as Sky don't do frequent refreshes like proper TV manufacturers do, where they release several new and updates models a year. Sky aren't exactly a TV manufacture, although they are clearly experimenting with this with Glass, but as they are new to the market they clearly don't have the capabilities to refresh models to perhaps resolve some of these defects.

Unfortunately there is no way of knowing if the new refurbished TV offered will have the same issue. Probability wise you would think its unlikely as the odds would be quite high for it to occur on 3rd different TVs, and we know that whilst this is a reported and known problem it clearly isn't affecting everyone.

[Jporch316]

On the plus side if your glass tv does fail outside warranty period it's pretty inexpensive to pick up a used glass unit 

I recently purchased an 8 month old 55 inch glass tv locally as an upgrade (in size). Cost me a fraction of the new and refurbed price and I was able to see it operating first 

downside is that the warranty does not transfer over ..... but for the price I paid I'm not that bothered 

[Exiled-in-HH]

@AjaxPenumbra did the TWO failed TVs fail in exactly the same way?

[AjaxPenumbra]

Yes - they have the same screen fault. Which, again, is why I am questioning why I should be taking the risk on a third device. I can't think of another consumer product where I would simply tolerate an inherent fault and blindly trust that it will not happen again when the manufacturer (which for those on the thread pointing at Sky, I understood it is TP Vision), cannot identify or resolve the issue.

[Exiled-in-HH]

What other option do you have .... are you going to be charged anything.... third time lucky🤔

[AjaxPenumbra]

The option? A refund under the Sale of Goods Act. The manufacturer can repair or replace -however, it becomes less clear where the manufacturer is proposing to replace with a product that is the same specification of a device which has a known fault (and which they cannot fix). Appreciate the sentiment - but I prefer not to leave things to luck.

[MarkGoldsmith]

---

@AjaxPenumbra wrote:

The option? A refund under the Sale of Goods Act. The manufacturer can repair or replace -however, it becomes less clear where the manufacturer is proposing to replace with a product that is the same specification of a device which has a known fault (and which they cannot fix). Appreciate the sentiment - but I prefer not to leave things to luck.

---

FYI its now the Consumer Rights Act which replaced the Sales of Goods Act in the UK nearly 10 years ago now.

I believe under this the seller has to provide a repair or replacement service, which indeed Sky have offered to replace the TV, so i'm not sure you will be able find anything that Sky aren't reasonably compling with.

[mikealanr]

I think this thread is a candidate for being locked as it's going around in circles. @AjaxPenumbra as per my reply, you need to make a complaint to sky via official channels. Posting on a public forum isn't going further the resolution you are after. 

However while there have been some reports of similar issues on here, if they were very widespread, the forum would be littered with complaints, so that's the only measure we (as a community) can offer you.

Sky's warranty policy is clearly defined and available online and appears to be consistent with their legal responsibility. The only way you are going to challenge that is by taking action outlined in the many replies.

I hope you get the resolution you are after.

MikeAlanR

[JulieinScotland]

I agree this thread has run its course.  Time be locked...

Superuser / Moderator??????

[Exiled-in-HH]

You only have the option of a refund during the cooling off period ... Sky have offered you a good option a replacement TV with no addition charges🤔

[Gary662]

I have just reported same issue warranty ran out 8 days ago they are not interested I have been a customer for 23 years and just got fobbed off what a joke they know there is a problem with glass otherwise they would take it back the same as any insurance claim to see what and who is at fault utter disgrace 

[mikealanr]

@Gary662 

Any insurance claim? Warranty and insurance and nothing alike. So not sure what point you are trying to make?

If you feel Sky are being unreasonable, you can try making a formal complaint to them as per the info here: https://www.sky.com/help/articles/how-to-make-a-complaint

Alternatively you could take action under the consumer rights act: https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy#...

Where a warranty is offered, this never overrides your rights as a consumer and you can make a claim as outlined in that article. 

MikeAlanR