Sky glass to faulty out if warranty

[Macca652]

Hi I have a sky glass to which is faulty the screen  has gone all white so the images look like negative photos it's out of warranty and I don't finish paying for it till next October so no way of watching amour sky tv entertainment package which we are still paying for the contract expires next march .

we have contacted sky to see if there's a work around  the options we've been given are

1- buy a new sky glass tv 

2- they fan give us a sky puck  at an additional £6:99 per month in a 24 month contract .

neither of which I'm willing to do not willing to pay additional cash upon top of the money already pay our view is  at a minimum Sky should give us a way to watch service we are already paying for on a tv which we have bought to replace the sky glass our view is also that the sky glass isn't of a satisfactory quality we got it in. November 2021 and that it hasn't lasted long enough considering the money paid for it . 
we feel that sky should give us a way to help us use the services we are already paying for instead of asking us to fork out additional money . 
anybody fake had a similar experience and was it resolved ? 

[Macca652]

Meant to say anybody else had a similar experience?

[Jporch316]

It's the same scenario if you bought a tv from anywhere else and it became defective out of warranty..... 

personally I would take them up on the offer of the stream box and purchase an inexpensive used tv to get you back up and running. 

[Macca652]

Good morning I kind of object to paying more money on top of the money I'm already paying .

been a customer for 11 years I feel that if they want to keep me as a customer there are a number of options  as I believe the item should at least last the length of contract .

the options I think would be 

1-provide a sky box and keep me as a customer 

2-provide the sky puck at no extra cost 

3-off to get the tv fixed as a courtesy as we've been a sky customer for 11 years.at no extra charge . 
as it stands we have a new tv obviously I can't stream my sky tv services . 
we will just leave at the end of the contract in march . 
thank you for your input . 

[Jporch316]

The monthly cost is for whole home (multi room)

once you receive the puck you could call sky and request the puck as your primary device and remove the tv from your account. You would then be able to be cancel the whole home add on 

and carry on with your current sky subscription.

[mikealanr · Accepted solution]

Hi @Macca652. If it wasn't of satisfactory quality when you got it in 2021, you should have dealt with it then as part of your consumer rights. You have had use from the TV for three years and it is advertised as coming with a two year warranty.

After six months it on you to prove the TV was inherently faulty: https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

You can try making a complaint to Sky: https://www.sky.com/help/articles/how-to-make-a-complaint

Also Sky have a repair partner which may be able to help: https://www.sky.com/help/articles/sky-glass-tv-repairs 

But the cannot replace th TV panel itself.

MikeAlanR

[Mister_Dalek]

It's a tricky one because Sky Glass was the first of its kind. Sky had no track record of designing & building TV hardware of this type (built by TP Vision) so there was no way to test longevity of the components within it. 
Most other smart TV manufacturers have years of experience, hence why retailers such as John Lewis & Richer Sounds offer free 5 or 6 year warranties with every TV they sell. But they don't sell Sky Glass. They have knowledge of how frequently other manufacturers' models last, or how prone they are to issues. Sky Glass is different to all other TVs on the market so there was always going to be an element of risk in being an early adopter.
Personally, when spending hundreds of pounds on a TV, a piece of tech used daily in most households, I would always recommend a warranty of longer than 2 years. You could pay extra to cover Sky Glass for longer via Sky Protect insurance or some other home contents insurance policy. 

[TheStraightener]

Exactly the same happened to me yesterday. I've had it for exactly the same amount of time as you and also have another year left to pay it off. 

all Sky did was offer me a new TV for over £600.  

Strange for ours to both go within a week of each other. Wonder if any more will show up .

no way should a TV go faulty like this when it's only 3 years old.

[Macca653]

Hi sorry it's happened to you as well they gave me the same option I said no to that then they said they can let me have a sky puck on a 24 month contract at an extra £6:99 month said not to that I'm already paying £52 fir the sky tv package so my contract ends in march I'll be cancelling . 
I suggested as I have another tv to let me have a sky box with viewing card and I'll extend my contract they said no so we are parting ways Come march 

[Chrisee]

@TheStraightener & @Macca652  it maybe becworth calling the Citizens Advice Consumer Service to  get independent advice https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issu...

They also can feed back to Trading Standards if indeed many Glass TVs are failing prematurely. 

[TheStraightener]

It's not quite the same scenario though. Because with any other TB you can just buy another TV and continue your viewing. With Sky Glass you have no sky box and no satellite dish. So if the Glass breaks then you have NO other means of watching your Sky services.

[bonny_bridge]

Same scenario we are facing - had sky glass TV for bang on 3 years and now it won't turn on. Been through all the resets and online support but the panel has failed.

Offer from Sky is to pay £600 for a replacement TV (we still have 2 years to pay off the old TV that failed) so looking like we will be cancelling as well since we can't watch any sky channels (wife using Sky Go on her tablet for now).

Pretty frustrating so we have booked Virgin to come round and see what they can offer after we cancel Sky.

[TheStraightener]

So that's 3 of is within a week or so with a 3 year old set that's failed on them. And that's just on this board

[Jporch316]

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@TheStraightener wrote:

So that's 3 of is within a week or so with a 3 year old set that's failed on them. And that's just on this board

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That's not a good barometer unfortunately as most average users only land here if they experience an issue with their tv ..........

[TheStraightener]

It shouldn't be happening to 1 in only 3 years