Warrenty query

[liamandlewis97]

 Had my Sky glass 2nd gen coming up to a year now. Had an issue after about a month where the Tv wouldn't come out of standby mode and had to physically unplug and plug it back into the power socket to turn it back on.

At the time, I reported it to Sky and everyone I spoke to were incompetent so I've left it but nearly a year on and the issue is still happening. I called Sky today and they said it's still in warranty and they can replace it but the guy on the phone wanted me to un plug it, plug it back in and wait 12 hours(as if anything's going to change). He said if the issue is still there after 12 hours, call them back and they will arrange the replacement.

Does anyone know if this was just a way of getting me off the phone or if this is standard procedure for them as I dread calling back tomorrow and whoever I speak to tries to avoid replacing it etc

I've recorded the call also

[mikealanr]

Hi @liamandlewis97 

A reboot clears a lot of software glitches. Sly glass comes with a 2 year warranty so the trick is to be firm with any customer service agent. You have reported it and followed the advice etc you are now wanting a replacement.

Worse case you can make a complaint.

MimeAlanR

[liamandlewis97]

So as expected, first call didn't go great, asked me to go through all the troubleshooting again but spoke to a 2nd person who arranged the replacement straight away and being delivered tomorrow!