Sky Glass TV no longer workikg

[DonnaJ1984]

Hi,

We purchased our Sly Glass TV back in December 2021.

Yesterday it finally gave up and died on us. After sp3nding 2 hours on the phone and speaking to 6 different departments across 4 continents it was confirmed it was not working.

The agent kindly offered tonreplace our TV for £400!! As you can imagine, we are absolutely not considering paying that. We are still paying for this one that is not fir for purchase. 

We have tried to raise a complaint about this, as the TV should last longer than the credit agreement but every time I try and raise one, it automatically closes!! I get one email stating the complaint reference and then a second the same minute stating complaint resolved!

So I have a couple of questions.

1) How can we be expected to pay £400 to replace a TV we are still paying for. The TV is clearly not fit for purpose.

2) Why has Sky blocked people from raising complaints? This is not the first time in have raised a complaint and had it closed down immediately without no investigation whatsoever ever. Complaint opened and closed within 1 minute.

Signing off as a very sad Sky Platinum customer who feels Sky doesn't care about its customers anymore, nor its products and now has no TV to watch, despite still apparently having £134 to pay (after already paying £17 per month for the past 41 months!!!) 

[peter-marlow+1966]

Do you  not have sky protect  insurance, as this would have replaced  your  tv free of charge, if not you could try  contacting  your home insurance  and see what they say, but you will  have to carry  on paying  for the tv until  it's  paid  off 

[mikealanr · Accepted solution]

@DonnaJ1984 

You are paying back the loan repayment for the loan you got to pay for the TV. As per the contract (read and agreed by you) it was your property from day one, it's not a hire purchase agreement. The TV is advertised as coming with a 2 year warranty. If you do not want to pay sky you can speak to their repair partner service tech and see if they can fix it for you.

https://www.sky.com/help/articles/sky-glass-tv-repairs

Or check to see if a local repair company can fix it.

We can't tell you why you complaint was closed as we are fellow subscribers here on the community and NOT Sky customer services.

MikeAlanR

[DonnaJ1984]

Hi,

Thanks for your response.

I do have home insurance but I haven't broken the TV. It is faulty and not switching on. 

Not sure that is something they would cover? 

[DonnaJ1984]

Thank you, I will look into that.

What are the odds the TV breaks 4 months out of warranty!! 

[AndrewF_UK]

@DonnaJ1984 It's always really annoying when things break just out of warranty. I think the other posters have described your options and rights well, but I wondered if you wanted to share with us what problems you've been experiencing with the TV and what you've tried to try and resolve it? Sometimes someone in this community would have had the same thing and might just have a trick that works. 

I suspect if Sky are telling you it's a goner, it is, but it might still be worth sharing on the off chance someone has a solution for you before you commit to anything. 

[peter-marlow+1966]

Probably  a silly  question  but have you changed  the fuse in the plug ?   Or tried  the plug  in a different  socket  ?

[TimmyBGood]

---

@DonnaJ1984 wrote:

1) How can we be expected to pay £400 to replace a TV we are still paying for. 

---

Unfortunately offering a four year repayment term for a loan used to purchase a device with a two year warranty is entirely legitimate.

[DonnaJ1984]

Hi,

Thamk you.

The TV is not switching on. We have done the factory reset and tried the switching on and off holding buttons etc.

The microphone button keeps going on and off but we cannot get the TV on.

Tried changing wires, plugs, fuses etc but to not avail.

[peter-marlow+1966]

Can i ask was everything  OK before  you did  a factory reset, and did you have a sky advisor  on the phone  while  you were doing  a factory reset, as this causes  more problems, if you do it yourself 

[peter-marlow+1966]

Have you  unplugged  the tv for a while  to see what  happens  when you plug it back in eg leave it unplugged  over night 

[lettice]

Did Sky ask you to perform a factory reset?

It is generally not recommended to perform that, unless Sky have asked, as it can cause further issues.

See you have  tried most things.

As suggested, leave the Sky Glass disconnected from power for a handful of hours.

If that still does not wake it up.

Follow exactly the recovery procedure as described on step 4 here;

https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-tv/art...

Try the recovery a few times.

[peter-marlow+1966]

As you have done a factory reset  if sky did not ask you  to, if the tv does come back on it will no longer  be linked  to your account, and from other posts i read on here from people  who have done the same thing  you will  have to contact sky to get the tv linked up again and this can only be done by their backroom  staff and can take a long time to do, it can not be done by an advisor  straight away 

[DonnaJ1984]

Yes we did this whilst on the phone to an advisor 

[IntVic]

@DonnaJ1984 the only other option you might consider is visit Citizen's Advice Bureau and ask about going to a  small claims as goods were not of satisfactory condition.

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