Missing cable with replacement

[Emyr5]

Hello

Seems a bit of a common problem but I've had my replacement sky q box delivered and they have taken all my leads and left none! The HDMI and ethernet are not an issue but the power cable is the new round 5 pin one. I've tried getting hold of sky but I can't speak to a human! I would just like a power cable sending out! Please! 

[Sky_Gee]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[JOSEPHDuncan]

I have the exact same issue!

Replacement ordered and told to return old equipment at a later date.

Dpd email arrived telling me that they would be collecting the old box, so I got that ready.

They took the nrw box out, handed it to my partner and put the old box in the packaging without giving the cables over.

The new box has a completely different power cable to the old one so it's current useless! I am going to now have been without sky that I am paying for, for 4+ days

[MightyQuinn]

Hi @JOSEPHDuncan   I hope you kept your viewing card? With hindsight we always recommend swapping the power cable as well for exactly this reason. The only solution is another box swap.

[JOSEPHDuncan]

Yes, we kept the viewing card, but this is the problem.

The original email stated that I had 60 days to return my equipment; then a dpd email forced a rush on what was being done and the driver is clearly clueless. The driver should not perform a like for like swap, they should just give you the replacement and a means to return your equipment later, not put you in the spot and then pick and choose what items they give you without explanation! Why should they open a new package and take items out anyway?

How is the customer supposed to know that the power cable is different! The process is clearly flawed judging by the sheer number of comments outlining the same thing for years!

[MightyQuinn]

Hi @JOSEPHDuncan   The email is wrong, it is always a box swap with the DPD driver giving you what you give to them.

[JOSEPHDuncan]

So dumb. They know what box i have, and what box they are replacing with!

On to the mindless bots it is

[MightyQuinn]

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@JOSEPHDuncan wrote:

They know what box i have, and what box they are replacing with!

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Hi @JOSEPHDuncan   But the DPD driver doesn't know.