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]

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[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.

[Laing1]

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@JOSEPHDuncan wrote:

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

On to the mindless bots it is

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@JOSEPHDuncan Sky know what box you have but they don't know what model of box is being sent out to you as the boxes are just picked and sent out thats why people cannot specify a particular box and that why some receive the version 2 box that has a different power cable 

[JOSEPHDuncan]

I blame the system, not the individual. However, I feel that these are all excuses.

The delivery driver is clearly told not to hand over the entire, brand new and unopened box, but to remove and provide a 'like for like swap of parts'. It would be clear to them that the two sky units are are not the same when they collect.

Had dpd not emailed to say that they would be collecting 'a singular item', I would not have bothered gi ing them anything, returned my equipment within the agreed 60 days and got given the unopened box with all of the cables!

There is a clear disconnect here if this has been happening for several years.

[Laing1]

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@JOSEPHDuncan wrote:

I blame the system, not the individual. However, I feel that these are all excuses.

The delivery driver is clearly told not to hand over the entire, brand new and unopened box, but to remove and provide a 'like for like swap of parts'. It would be clear to them that the two sky units are are not the same when they collect.

Had dpd not emailed to say that they would be collecting 'a singular item', I would not have bothered gi ing them anything, returned my equipment within the agreed 60 days and got given the unopened box with all of the cables!

There is a clear disconnect here if this has been happening for several years.

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@JOSEPHDuncan In answer to a couple of your questions 

When Sky send a replacement box out by DPD it's always a doorstep swap  so I think the original e-mail that was sent to you was the wrong e-mail as Sky normally only give 60 days to return boxes etc after a cancellation.

The DPD driver has to open the box and replace the new unit with the faulty unit to send back to Sky.

If they arent given the old faulty unit they do not leave the new unit. 

It does appear that the DPD drivers have never been told to check for cables under the first layer of cardboard (who's fault this is can be argued either way) this does seem to happen quite often and the regulars on the forum do advise this is done along with the other common mistake that is made which is leaving your viewing card in the old box.

I can see why the DPD drivers don't check as they are only given a set amount of time for each drop off and having to do a swap does eat into this time so it easily seen how it happens.

Not sure how the deilvery driver would know the difference in the boxes unless they looked at the back of the box and compared them which they just don't have the time to do