Ordered New Sky Glass Air - got a 2nd hand one…

[DrBeaker]

So, ordered a Sky Glass Air which was delivered on Thursday and it clearly wasn't 'New'.

The packaging had clearly been opened before, the remote had the battery tab taken out and the clearest sign?...

The TV had swirl marks all over the screen and the stand had spray marks which I assume is the spray used on the screen before whoever it was wiped it.

Rang Sky, sent photos and awaiting a response 48 hours later as they said all they could do was send a refurbished one. 

I've not even had a new one yet.

Utterly woeful processes and customer service so far, asked to ring back today and update was again "we can send a refurb" when again not had a new one yet!

Anyone else ever had this happen?! How do Sky expect to get away with sending 2nd hand TVs when it should be new?

[TimmyBGood]

---

@DrBeaker wrote:

 How do Sky expect to get away with sending 2nd hand TVs when it should be new?

---

Refurbished sets are sent out as warranty replacements, but you shouldn't receive one initially.

[DrBeaker]

Yep, appreciate that would be the case but haven't had a new one yet.

Even if you were expecting a refurb one, you'd send it back. Clearly had some kind of liquid sprayed on the screen and then wiped in a swirly pattern

[Mark39]

@DrBeaker I'd be cancelling if they don't send you a replacement new tv. Clearly not acceptable.

[Dazzasky]

---

@DrBeaker wrote:

So, ordered a Sky Glass Air which was delivered on Thursday and it clearly wasn't 'New'.

The packaging had clearly been opened before, the remote had the battery tab taken out and the clearest sign?...

The TV had swirl marks all over the screen and the stand had spray marks which I assume is the spray used on the screen before whoever it was wiped it.

Rang Sky, sent photos and awaiting a response 48 hours later as they said all they could do was send a refurbished one. 

I've not even had a new one yet.

Utterly woeful processes and customer service so far, asked to ring back today and update was again "we can send a refurb" when again not had a new one yet!

Anyone else ever had this happen?! How do Sky expect to get away with sending 2nd hand TVs when it should be new?

---

Send it back and log a complaint. The advisor clearly doesn't know what they're talking about @DrBeaker 

[Jporch316]

Definitely should not be sent a refurb on a new order 

I would not be happy if that was me ..... call back and speak to another advisor and if that doesn't help ask to speak to someone further up the chain of command 

I have raised the issue in the closed forum for confirmation @DrBeaker 

[DrBeaker]

An update: Apparently it's gone to a 'back office team' who are reviewing photos I'd sent and are the only people who can issue new TVs.

The agents we speak to can only issue refurbs and their managers the same.

So now need to wait for the back office team to get back to me.

No-one in this whole scenario can appear to tell me how I received this used TV in the first place as they said if it was a refurb it would say so on the box. It doesn't but is clearly used.

[Jporch316]

I have seen a YouTube video of a user who had issues with a gen 2 and was supplied a unit that had been pre tested before it was delivered. Apparently some units are as an extra QC level 

[Fothergill1]

---

@Jporch316 wrote:

I have seen a YouTube video of a user who had issues with a gen 2 and was supplied a unit that had been pre tested before it was delivered. Apparently some units are as an extra QC level 

---

@Jporch316  That's certainly a possibility but IMHO it should still not be sold as a new unit. If it happened to me I would certainly  be unimpressed.

[2muchTV]

@DrBeaker based on your experience so far, I would just cancel and purchase another TV.

Air is a good TV but there are many other good TVs out there.

[DrBeaker]

I initially wasn't going to get one, but needed 5 'devices' and they only allow 4 Sky Stream pucks. So the Air was the compromise to replace one older TV

it was a switch from an increasingly erratic Sky Q and Sky Q mini set-up.

Hopefully this week they find some common sense! 

[TimmyBGood]

---

@DrBeaker wrote:

I initially wasn't going to get one, but needed 5 'devices' and they only allow 4 Sky Stream pucks. 

---

Six pucks are allowed: I guess it might be four on an initial order.

https://www.sky.com/help/articles/your-devices-sky-glass 

[DrBeaker]

Oh. He was quite insistent on the phone that was the only way I could have 5 rooms.

I did need a new TV in that room, so wasn't too worried but that is annoying to know it wasn't necessarily true! 

[TimmyBGood]

@DrBeaker 

 

https://www.sky.com/help/articles/watching-sky-in-different-rooms-sky-glass

[TimmyBGood]

@DrBeaker 

It's always been up to six pucks and three television sets going back to launch in October 2021.  Unfortunately we suspect call centre staff are incentivised to sell the TVs.