Sky Glass arriving in dubious packaging

[ArtificialAir]

Hi, I ordered a sky glass a few weeks back and it arrived in a box that has definitely been opened before with damaged seletaped inserts and the stand bars that go into tv had massive paint chips on them (not to bothered as I can't see them but not the point) As far as concerned I'm paying credit each month for a product that's supposed to be new the TV wasn't even secured well and had zero padding or screen protection Is this normal?

[Gavin+Noble]

@ArtificialAir No, it's not and I would be getting onto Sky straight away and demanding they either send you a brand new TV or they knock something off your loan agreement for sending the one they have. 

As you say, we're paying a lot for Glass and you expect a brand new TV in pristine condition. 

[BenJoBanjo]

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@ArtificialAir wrote:
Hi, I ordered a sky glass a few weeks back and it arrived in a box that has definitely been opened before with damaged seletaped inserts and the stand bars that go into tv had massive paint chips on them (not to bothered as I can't see them but not the point) As far as concerned I'm paying credit each month for a product that's supposed to be new the TV wasn't even secured well and had zero padding or screen protection Is this normal?

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Refurbished Glass TVs or customer returns are only supposed to be sent out as warranty replacements.

When you order a Sky Glass TV for the first time, you should receive a new Sky Glass TV. 

Contact Sky and insist on getting what you have paid for, or, if you're happy to keep the used model, ask for some form of recompense. 

[ArtificialAir]

I said all the above they refused to send one out as was told it's something they won't and can't do so they've put in a complaint and given me a reference but it just felt as if I was falling on death ears, quite annoyed by it tbh. 

[ArtificialAir]

I did was told it just wasn't happening, they've put in a complaint and given me a reference but was falling on deaf ears, not happy.

[Gavin+Noble]

@ArtificialAir That's not good enough. I would use the Complaint function in the forum footer to raise it officially with them. You may have been speaking to someone less informed at Sky about consumer rights. 

Once Sky respond to the complaint if you are unhappy you can ask for it to be escalated and reviewed further. If at this point you're still not getting the resolution i.e. a brand new TV then you can ask for a deadlock email/letter and then take the matter to CISAS for adjudication. I'm 99% sure they would rule in your favour. 

You're paying for a brand new TV. A lot of money for a brand new TV and they are fobbing you off. I would not accept it. Not one bit.

[ArtificialAir]

I'll look for the complaints in the forum footer and I agree with you, I think I'm just one of these people who doesn't like phone calls so I find it awkward but looking back I shouldn't have allowed the matter to be dealt with by a complaint, I should have just demanded and demanded got transferred around most likely I maybe should call back tomorrow and just argue it more? 

But yes in regards to the complaint 100% replacement TV or I will do everything you've said! 

[Gavin+Noble]

@ArtificialAir By raising it via the Complaint option in the forum footer you'll have a written record of your complaint, which is important if you end up having to go to CISAS.

[ArtificialAir]

I'm gonna write that up now, I shall also ask to be contacted back via email so like you said if I have to escalate I will have records of all communications. 

[Gavin+Noble]

@ArtificialAir I have a feeling you just spoke to someone not as knowledgeable as they should have been. 

 

[ArtificialAir]

I think you're right, I've now written a complaint through theink in footer, I shall probably call tomorrow mention consumer rights and be a bit more strong hopefully we will get a resolution!