Sky Glass TV

[Jules070860]

I need a written statement from SKy Glass TV department stating that they cannot send an engineer to fix my TV or replace it even thought it is only 3 months out of warrant, but all I seem to be able to do is speak on phone which is not resolving anything and just going round in circles now. Has anyone had same problem and how do I approach this?

[SKY1992bf]

@Jules070860  Statement for what purposes?

[Mark39]

@Jules070860 ....and what's the problem with your Glass tv?

[Angel_Aka]

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@Jules070860 wrote:

I need a written statement from SKy Glass TV department stating that they cannot send an engineer to fix my TV or replace it even thought it is only 3 months out of warrant, but all I seem to be able to do is speak on phone which is not resolving anything and just going round in circles now. Has anyone had same problem and how do I approach this?

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If your Glass TV is 3 months out of warranty then any repair costs are your responsibility. Likewise, any replacement costs. 

You can contact ServiceTech which is Sky's approved repair centre, but be aware they will not repair any screen problems. 

If you are still paying off a loan agreement on the TV then you must continue to do so whether it functions or not. 

I always advise people to take out an extended warranty when purchasing a TV, which is normally one of the most-used electronic devices in most households. Sky Glass only comes with a 2 year warranty so requires additional cost beyond that 2 year period for Sky Protect insurance, or some other form of individual household item insurance. 

If you are also locked into a 2 year streaming TV contract then you can request a switch to a Sky Stream puck to see out the remainder of your contract, and attach this to any smart TV (there are many available with free 5 or 6 year warranties).

Alternatively, Sky may offer you a refurbished Sky Glass TV at a discount price as a replacement. 

[Jules070860]

I've been advised to take my complaint about customer services and TV only 4 years old but not fit for purpose to CISAS but I need a statement from Sky  which states they will not repair or replace TV as 3 months out of warranty. I have been informed that as a customer I have certain rights even if warranty is now expired. 

[Mark39]

@Jules070860 if it's four years old, it's two years out of warranty, rather than three months.

I suggest you deal with this by way of a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

[Jules070860]

I have absolutely done that and all that happens is I'm given a number to call where the whole discussion is about me buying another one... why would I want to do that as this product is obviously inadequate for purpose, why is the warranty, for instance, only 2 years??  

[Mark39]

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@Jules070860 wrote:

I have absolutely done that and all that happens is I'm given a number to call where the whole discussion is about me buying another one... why would I want to do that as this product is obviously inadequate for purpose, why is the warranty, for instance, only 2 years??  

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Presumably because that's the solution Sky is willing to offer.

I'd suggest your case is somewhat weaker given that your Glass is 4 years old, and therefore 2 years outside its warranty, not the three months you originally posted..

[TimmyBGood]

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@Jules070860 wrote:

why is the warranty, for instance, only 2 years??  

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It's a year longer than some other major brands offer.

A quick look online shows LG and Samsung televisions having a one year warranty as standard, with Philips at two years.

The Consumers Association frequently highlights the disparity between manufacturer warranty and consumer expectation.

[Angel_Aka]

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@TimmyBGood wrote:

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@Jules070860 wrote:

why is the warranty, for instance, only 2 years??  

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It's a year longer than some other major brands offer.

A quick look online shows LG and Samsung televisions having a one year warranty as standard, with Philips at two years.

The Consumers Association frequently highlights the disparity between manufacturer warranty and consumer expectation.

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It does depend on where you buy them from though. Several large electrical retailers, and even some smaller specialist independent retailers, sell mid-range and upwards TVs from most manufacturers (including LG, Samsung & Philips) with free 5 or 6 year warranties.  

This is how I've always purchased my TVs over the years, and never had an issue with getting repairs or replacements during the warranty period. 

Buying direct from the manufacturer isn't always a good idea. 

[TimmyBGood]

@Angel_Aka 

True, but that's marketing promotion where the retailer is spinning the numbers on claim rates versus additional sales.