Sky Q Mini Box Replacement Delay

[Jayram]

Hi,

Has anybody had issues with getting their Sky Q Mini Box replaced? There was a power outage at my home in the last week of January which killed my Mini Box. I contacted Sky on the 2nd Feb and was advised a replacement would be sent. I appreciated that there was a delay in sending the boxes but after 4 weeks I had heard nothing. I checked online and saw that there was an issue (see screenshot).

I then contacted Sky again abut 2 weeks ago and was promised that a box would be sent out the same week. Its now approaching 6 weeks in total and I still don't have a replacement box. 

I'm not one for complaining generally but as a Sky Diamond VIP member of 23 years I think this is pretty poor customer service. 

[nigea99]

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@Jayram wrote:

Hi,

Has anybody had issues with getting their Sky Q Mini Box replaced? There was a power outage at my home in the last week of January which killed my Mini Box. I contacted Sky on the 2nd Feb and was advised a replacement would be sent. I appreciated that there was a delay in sending the boxes but after 4 weeks I had heard nothing. I checked online and saw that there was an issue (see screenshot).

I then contacted Sky again abut 2 weeks ago and was promised that a box would be sent out the same week. Its now approaching 6 weeks in total and I still don't have a replacement box. 

I'm not one for complaining generally but as a Sky Diamond VIP member of 23 years I think this is pretty poor customer service. 

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hi @Jayram 

I have escalated your post to a SKY support team, who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:
Escalation Info 

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[LJB-C]

Thanks for escalating this @nigea99. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Jayram]

Thank you for your reply and help with this. Much appreciated. 

[Jayram]

I still do not have a replacement Sky Q mini box despite requesting one 7 weeks ago. I have spoken to 3 Sky employees, all of whom promised I would receive a replacement within a week or so but each time this has turned out to be untrue. I have now made a formal complaint. Absolutely disgusting customer service which will result in a cancellation of my Sky subscription after 23 years if not resolved in the next 24 hours.

[Jayram]

So it's now 24th May and I still don't have my replacement Sky Q mini box. The last communication from Sky was 10th April claiming to have tried to contact me but I have no record of this anywhere. I responded to that email and received no response. Sky were notified of this request for a new box on 10th February and all they have done is lie and fob me off. I am done with them. I will be cancelling my entire subscription asap. 

[Me134]

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@Jayram wrote:

So it's now 24th May and I still don't have my replacement Sky Q mini box. The last communication from Sky was 10th April claiming to have tried to contact me but I have no record of this anywhere. I responded to that email and received no response. Sky were notified of this request for a new box on 10th February and all they have done is lie and fob me off. I am done with them. I will be cancelling my entire subscription asap. 

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Are those emails not no-reply addresses? What did they say when you called them or used the online chat?