Sky Glass returned - no refund

[Alsy933]

I canged from BT to Sky a fewe monrths ago and thought I'd invest the savings ina Sky Glass TV, We had teething troblues with Wifi max (2 engineer visits) toucjing wood at the meoemnt the Wifi is ok but the Sky Glass tv never worked properly - main issues - Sound out of sync (alamost always) picture frezzing on UHD (frequently) and on HD occasionally. After the 2nd engineer visit couldn't fix the problem I called SKy to complanin, upshot was that the propsed solution was to send another Wifi engineer. I declined this and rejected teh TV as being not fit for purpose. 
The Tv was collected and assessed as Grade A, I have 2 random refunds one for £10 and one for £14; as I was buying the Tv not renting it, and it didn't work to anything like a satsifactory standard I expected all my money to be refunded. I chased Sky through a formal complaint and was told that 'refunds like this aren't in policy'. 

Is this right and has anyone else had and overcome this problem. 
As an aside I was 'promoted' to a Customer Priority team, spoke to 2 people neither of whom had any idea about Sky Glass or credit agreements.

[Mark39]

I'm not sure where you stand on this - others may have a better idea, but there are two salient points which aren't included in your post and may help:

1. Did you cancel within your 31 days cooling off period?

2. Did you buy your Glass outright, or via a credit agreement?

[Exiled-in-HH]

It is not possible to rent a Sky Glass TV?

[Alsy933]

Update,

A couple of day's after posting this I was re-contatced by Sky operative who informed me that I would be refunded and subsequnetly have had an email confirmation.

Don't know if it had anything to do with the original post, or if Sky had realised their position was untenable - Glass purchasedon Creduit agreement - anywaylooks like it's solved now. 

Thanks for your interest

[TimmyBGood]

---

@Alsy933 wrote:

 - Glass purchasedon Creduit agreement - 

---

Which would of course imply that any 'refund' is for the nominal deposit, 'a few months' of loan repayment,and, perhaps, a return of the subscription element paid over that time, although the latter is less clear as it's distinct from the hardware element.

[Gincap]

You really have to negotiate these refunds. Mine was paid about 2 weeks after returning the TV. Full 100% refund on the set and any paid ongoing subscription also refunded. To my account and a refund for that paid into my bank about one month later.  

[Alsy933]

@Gincap agreed but it shouldn't be so, either Sky customer service operatives don't know how to handle these situations, or their guidance is incorrect/non existant or more worryingly Sky are trying to scam the consumer

[Gincap]

---

@Alsy933 wrote:

@Gincap agreed but it shouldn't be so, either Sky customer service operatives don't know how to handle these situations, or their guidance is incorrect/non existant or more worryingly Sky are trying to scam the consumer

---

I wouldn't say it is scamming but it does depend who you talk to and the training they have received or even if they can be bothered to deal with your problem. 

my experience fire off a complaint email and the team that respond to those emails appear to be very much switched on and helpful. 

[Ash97]

@Alsy933 

im in the same boat as you now. I'm owed £462, tv returned in grade A condition with the promise of a full refund before they collected it if it was grade A. Now their 'final decision' is no refund for some unknown reason, out of curiosity did you ever get your money back? Feels like utter fraud when the tv didn't work to a good standard much like you said!

many thanks in advance!

[Ash97]

@Gincap 

i am having this issue now. They owe me £462 in payments, returned due to constant faults and being missold in the first place with the promise before return of a full refund if it was grade A. Now they say their final position is no refund. May I ask how you got your money? They're telling me to go to the dispute resolution but it seems others have got their refunds more simply than I have. It's such a stress! Thanks in advance!

[mikealanr]

Hi @Ash97 

I would.recommend you formally complain: https://www.sky.com/help/articles/how-to-make-a-complaint - as even if Sky won't budge on their position, you will need a deadlock letter to go to ADR (alternative dispute resolution)

MikeAlanR

[Ash97]

Hi @mikealanr thank you for your reply.

ive been through that over the last month or so, i just am struggling to see how some people have (compared to me) managed to get their refunds more simply and quicker, they collected the Tv on 5th February and today issued the deadlock letter. Its grade A and somewhere (can't find it now) it said '100% refund if grade A' or along those lines, plus others have their refunds too as we can see on these posts and others. It's causing me so much stress having to call for hours on end and being let down with call backs that never happen, I just want my refund for the faulty Tv 😞

[Thomas+and+Sandra]

Sky have no morals. I had my own tv after moving in to a new house. All I wanted them to do was fit a sky dish . There was already an old one there. As the 3rd lot engineers found. I was missold the Glass tv as they said it didn't need a dish but my broadband  speed  wasn't good enough and I had the same problems as other people.I would have ptogrammes stop in the middle. I had credit for 4 years  so I paid it for a few months until I finally realised there were ongoing problems which weren't totally apparent in first 30 days .For some reason they switched me off after I spoke to 'Darren' in complaints as he thought I couldn't  live without it.I stopped direct debits and they're after me to pay the rest I supposedly owe them for 458 pounds and 39 for cancelled which they did. They haven't bothered to pick it up so I've sent to 'Coventry' freepost sky returns.. 

[Chrisee · Accepted solution]

@Thomas+and+Sandra cancelling direct debits is never sensible way of dealing with disputes as all it does is put you into default and get debt collectors after you it never solves the under lying issue. As you have found Sky will not talk to you while you are in debt.

I would suggest you get independent advice on how to break the log jam as if left unresolved Sky are likely to get a debt judgement against you increasing the debt and potentially involving bailiffs. Unless you are someone who can shrug off court orders and a ruined credit score you need to get this sorted.