Screen issues with brand new Glass 2

[yorksblue]

Got our 65" Glass 2 today (our first Glas tv which we were excited about )

Noticed straight away that the screen seemed to be having fluctuating brightness levels changing from bright to slightly darker and back again every few seconds . 

Then over the course of the day , increasing numbers of pixel damage seem to have appeared on the screen right along the top edge.

 

 

 

Has anyone encountered this,before . I've run sky who say I will to wait until the system has updated me as a glass user before I can request a replacement  they also say the replacement might not be brand new which doesn't seem right to me 

Many thanks 

[Bartopia]

Yep, had exactly the same issue with my first set delivered on launch day, reported straight away and sky sent another one the next day which was fine.

I would be interested to know from anyone what the actual issue is, was suspecting water damage but weird that the same issue.

https://helpforum.sky.com/t5/Sky-Glass-Live/Problem-with-my-TV-picture/m-p/4914253#M159135

[Gavin+Noble]

I too had issues with the screen on my Gen Two. I got a solid line across the screen, phoned them, got them to exchange it. Second set has been fine to date.

They are fobbing you off here. Under the terms of the warranty, not least normal consumer purchase terms, if you receive a faulty item you are entitled to a replacement - not a refurbished one either. I would get back on the phone with them, explain what you were told earlier and how that is not lawful and you want a brand new Sky Glass TV. You are paying for that, not a refurbished set. You should only accept a refurbished set if they are prepared to knock down the purchase price accordingly.

I would not put up with anything less. If they still try to fob you off then click the complaints option on the footer and raise the matter formally with them. Good luck. 

[yorksblue]

Thank you very much both of you for taking the time to reply. 

Bartopia - that sounds identical to ours so glad it's not just us

Gavin - I was quite shocked when he said I might only get a refurbished one - I did say that wouldn't be acceptable. 

He also said that he couldn't do anything today as the system was showing me as a Sky Q customer still and IT needed to update so I'd have to call back Tuesday. Will probably just ring back on Monday and try and get someone else onto it. 

[mikealanr]

Hi @yorksblue 

They are quite within their right to offer you a refurb model if this was passed the 12 month mark and you were claiming on the second year of the warranty. But given that it is band new, the law is clear it needs to be replaced with a new one. I suspect that it was a poorly advised agent. I also suspect they won't have any refurbed units so early on.

The law says: "A replacement would usually need to be identical, that is of the same make and model and if the goods were bought new then the replacement would need to be new."

https://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/1/3/4/5#:~:text=Section%2023%3A%20Righ....

However you can reject the goods and get a full refund in the first 31 days in any event.

Stand your ground and ensure it's replaced with a new one. If you don't believe they are dealing with the situation correctly, make a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint-t

MikeAlanR

 

[yorksblue]

Thank you Mike

It's amazing the difference between different agents

When I rang last night,  the agent said he couldn't do anything about it until Friday because he was going on annual leave today  and the system wouldn't let him organise a return because I was still down as a Sky Q customer. He also said again that it would be a refurb model

Rang back this am because it had deteriorated further overnight with a streak going half way down the screen. 

I spoke to a different agent this morning. Straight away, there was no issue. I will receive a replacement brand-new model and collect the old one tomorrow.  He said they'd had a few units damaged by the delivery firm. 

[Gavin+Noble]

All being well your second set will be trouble free. Glad it got resolved for you. 

[peter-marlow+1966]

There is a guy on YouTube  who has had 3 replacement  65 inch  glass gen 2 with the same sort of problems, personally  i got my 55inch gen 2 last Monday  and nothing  wrong with  it, looks like this  is an issue  with  the 65inch tvs  to me 

[Gavin+Noble]

Not really. My first Gen Two set was a 55".  

This was the line that appeared after two days of owning it. 

I got it a replacement sorted with no problems. Just a faulty panel. It happens. 

[yorksblue]

Replacement set arrived and all is good!

Was quite glad it was a different delivery team as the first ones didn't appreciate our stairs!

Thank you very much everyone for your help, much appreciated

[AndrewF_UK]

Glad this got sorted @yorksblue and I can empathise with having to deal with delivery teams who moan about stairs, I used to live on a top floor and they loved a good moan about it 😂

[Sky+4+Retention]

I have the same issue with my 65inch, which arrived today. Right on the phone to sky first agent totally uninterested in my problem. and said it would £25 to return the tv within my cooling of period. Call dropped. 

Called back explained the situation again, within a few minutes replacement was ordered and advised i would have no charges. Let's hope the replace ment works properly.

 Did the courier setup anyone's tv I thought that was part of the arrangement. mine was left in its box in the middle of the floor.

I am still going to be out of pocket to the tune of £100 as I put my tv back lights on the tv before placing the tv on my unit 

[MarkGoldsmith]

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@Sky+4+Retention wrote:

I have the same issue with my 65inch, which arrived today. Right on the phone to sky first agent totally uninterested in my problem. and said it would £25 to return the tv within my cooling of period. Call dropped. 

Called back explained the situation again, within a few minutes replacement was ordered and advised i would have no charges. Let's hope the replace ment works properly.

 Did the courier setup anyone's tv I thought that was part of the arrangement. mine was left in its box in the middle of the floor.

I am still going to be out of pocket to the tune of £100 as I put my tv back lights on the tv before placing the tv on my unit 

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The standard delivery doesn't include unboxing or putting it on the stand, you have to upgrade to the premium delivery for that.

[Sky+4+Retention]

Thanks for responding to my question, so it should have been unboxed and setup for me as part of my sky rewards package for being a sky customer for over 20years I bought the sky glass and it should have come with " Exclusive free Premium install of Sky glass 2nd gen. " 

Because i am a Diamond Sky Vip 

[Gavin+Noble]

Think it's only applied if ordered via the app link on the offer.