Black screen even after a reboot

[Frank291]

Hi all,

Just wondering if anyone else has had any luck getting a replacement or repair for a Sky Glass TV outside the 2-year warranty?

Mine is now 2 years and 8 months old. From the start it’s had various issues — random crashes, laggy menus, slow to load, etc. But now it’s just completely died. When we go to turn it on, it’s a black screen and nothing else. We’ve tried everything: reboot, unplug for hours, hard reset using the button — nothing has worked.

Called Sky and they simply said “It’s out of warranty” and that was that. No repair offer, no goodwill gesture, no advice. Pretty disappointing for what’s supposed to be a premium product.

Has anyone had any success getting a replacement or repair after the 2-year mark? Surely it’s not acceptable for a TV at this price to completely fail in under 3 years?

Would really appreciate hearing what others have experienced or if there’s a specific way to escalate it.

Thanks!

[mikealanr]

Hi @Frank291 

You can get a repair for everything but the screen itself via sky's repair partner. See: https://www.sky.com/help/articles/sky-glass-tv-repairs

Sky publish their warranty here: https://www.sky.com/help/articles/warranty-sky-glass additional cover could be obtained via the Sky Protect product offered by Domestic and General.

You can try making a complaint (,https://www.sky.com/help/articles/how-to-make-a-complaint), but the standard process of Sky is to offer a refurbished unit at cost to yourself. Which is correct given that it is a 2 year warranty.

You can seek advice and there may be recourse if you can prove there was an inherent manufacturing fault.

MikeAlanR

[Anonymous]

@Frank291 I think that if you're taking on a 48 month loan that the warranty should last that long. A TV should not fail within that time.

Rather than paying Sky prices for a refurb though you might find one on eBay, Gumtree or Facebook Marketplace for much less.

Unfortunately, the Sky warranty means you are stuck if it fails outside this period unless you have a Sky Protect policy.