Sky Q UHD box swapped to Sky Q HD after asking for replacement.

[mshah1979]

When I first switched from sky + to sky q the engineer installed a uhd box. I was having some issues with the sky q uhd box after a while and asked for a replacement online assuming sky will be sending me a replacement uhd box. 

Instead sky sent me a sky hd box and not realising this after I installed it I gave the uhd to the delivery driver. 

I have questioned this and asked for my sky q uhd box back and they refuse to give me back the uhd box which I originally had.
Has anyone else had a similar experience and is this fair for sky to do this.

[Chodley]

Never heard of a Q HD box

what hardware version have you got?

[nigea99]

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@mshah1979 wrote:

When I first switched from sky + to sky q the engineer installed a uhd box. I was having some issues with the sky q uhd box after a while and asked for a replacement online assuming sky will be sending me a replacement uhd box. 

Instead sky sent me a sky hd box and not realising this after I installed it I gave the uhd to the delivery driver. 

I have questioned this and asked for my sky q uhd box back and they refuse to give me back the uhd box which I originally had.
Has anyone else had a similar experience and is this fair for sky to do this.

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hi @mshah1979 

Can you confirm the Hardware version of your replacement box 

Home - Settings - System Info - Hardware Version

Do you have the UHD add on ?

When you switched from SKY HD to SKY Q did you specifically arrange for a UHD box ?

@Chodley  the orginal 1TB was HD only 

[Chodley]

Of course it was, a fact I just wrote in another thread about minis. Doh.

can't believe they are still giving those out though?!

[mshah1979]

Hi @nigea99 hardware version is 32C009 and no dont have the uhd add on and no was given an uhd box on install 

[mshah1979]

Hi @Chodley 

sorry I meant sky q hd 1 tb hardware version 32000C

[nigea99]

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@mshah1979 wrote:

Hi @nigea99 hardware version is 32C009 and no dont have the uhd add on and no was given an uhd box on install 

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Not having a UHD subsccription & no formal agreement that you were to be provided with a UHD box does, unfortunately, leave things a little open for SKY to provide you with a non UHD box.

When customers switch  to Q from SKY HD, it is quite regular for SKY to provide non UHD boxes and often only provide UHD boxes if  there are other factors such as UHD add on and even taking out multiscreen.

If you have any proof that the old box was a UHD box you can possibly try to continue to argue your case but it is not guaranteed to get them to change  your mind

As almost Q boxes in circulation are now used/refurbished there is likely to be a quite number of non UHD boxes  still being used

BTW this is not condoning SKY's actions but just stating the situation as we see it

[mshah1979]

My apologies 32C009

[mshah1979]

@nigea99 

@Chodley 

Thanks guys appreciate your feedback. Don't think there was an agreement to be provided with an uhd box as no uhd subscription was taken out or specifically asked for. Im not sure how to obtain proof of this unless I make a formal complaint that one was provided I'm sure sky should have records of this should they not?

[nigea99]

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@mshah1979 wrote:

@nigea99 

@Chodley 

Thanks guys appreciate your feedback. Don't think there was an agreement to be provided with an uhd box as no uhd subscription was taken out or specifically asked for. Im not sure how to obtain proof of this unless I make a formal complaint that one was provided I'm sure sky should have records of this should they not?

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@mshah1979  I think their records should show the box that has been replaced but, unfortunatly, they may still argue that they can replace it with the non UHD box 

If you wish to lodge a complaint see :

: https://www.sky.com/help/articles/how-to-make-a-complaint

[Chodley]

If you don't have the UHD addon, does it really matter?

Only downside is you can only run one mini off it, so if you have two, that could be an argument for getting it replaced.