Sky glass return/refund

[Ash97]

Hi all, 

So...I had sky glass since April 2022, ever since I had it I had nothing but issues, plagued by it switching itself off and requiring the switch to be turned off and on again for it to come back alive, apps like YouTube not working, not finding Wi-Fi or Ethernet even when internet is fine, sound going, pausing and freezing randomly and complete failure for 2 or 3 hours and then decide to work again. On top of this, when I was sold it via a random cold call the lady on the phone told me it can record programs and upload them to the cloud for later viewing, which is untrue. Anyway, after numerous phone calls over the time, attempts to fix via technical team etc, a replacement that never arrived and continuous promises of call backs from managers etc that were never even booked in, they (sky) cancelled the CCA on 1st February this year (2024) and collected the glass set, puck and wires on 5th February with the promise of a refund for the amount I've already paid based on it's grading (it achieved a grade A condition when they did that) they accepted the set was faulty and I was missold it in the first place and 'it didn't suit my needs' (I was a previous sky q customer). More phone calls later and I'm told I get a 100% refund based on it being grade A, with B being 75% I believe and a C less, understandably. The refund never arrives, so I call again, promised calls back etc which don't happen for days until I get a call today saying that a refund is only given when the set is brought outright at the beginning and not through a CCA and I'd be getting none of my money back, having already been told I'm getting back £462 (21 payments of £21) by 3 different customer service agents beforehand. Does anyone know what on earth is going on?! The sky glass was A) faulty with numerous issues B) missold in the first place with false promises, why am I now out of pocket £462 due to sky's issues?! It was returned as I said in immaculate condition, being graded an A, hence I was expecting the promised 100% refund, it mentions this percentage on some paperwork too...any help is greatly appreciated, thank you all kindly.

[mikealanr]

Hi @Ash97 

No we don't know what's going on as this is a customer helps customer forum, and we are fellow subscribers.

Inwould suggest making a formal complaint to Sky, as this gets handled by a high level team who should have access to everything they need. Info on making a complaint here: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[Ash97]

Hi @mikealanr 

Thank you for your reply, I appreciate it. As far as I'm aware they're treating this as a complaint or at least that's what they've told me...! I just wondered if this was happening frequently as I found another customer who had the same issue and circumstances as myself but was eventually refunded, after too long anyway. 

I just keep getting thrown back and forth between different people and managers, it's been over a month already, I'm pretty fed up with being messed around constantly by sky. Have applied to the county court for a CCJ against sky, looks like the bailiffs will be going to head office if they don't pay up! 

thanks to all again, anymore input would be great, I just want this issue sorted and my money back! 

[Exiled-in-HH]

Were you directed by Sky CSs to submit your issue to the Sky Community Discussion forums?

[SKY1992bf]

@Chrisee , outside of lodging a formal complaint is there any advice you can give op regarding this ?

[Chrisee]

@Ash97 (& @SKY1992bf ) if the complaint has been in for a few weeks I would ask for a  deadlock letter from Sky and take the issue to the Alternative Dispute Resolution provider who for Sky are CISAS see https://www.cedr.com/consumer/cisas/overview/ 

ADR is a formal step where a specialist agency approved by Ofcom review the complaint and determine an out come it is simpler and less difficult than court action. You may want to get independent advice as refunds can be reduced if the customer has used the product for sometime before rejection this gets complicated but its something the Citizens Advice Consumer line should be able to help with.

[Ash97]

Thank you everyone, I appreciate the help. 

Has anyone got the information where it says the sky glass grading levels and the refund amount due for each grading level by any chance? I had it and can't find it anymore, thank you!