V2 power bank

[Parisio]

Hello!

Had a new sky box delivered (v2 version with the external power bank) except they didn't leave the new cables, just swapped boxes.

phoned sky to get them to send me a cable that matches the box - "no we can't do that, we will have to send an engineer" me -  "seems a bit over the top to send an engineer when I just need a cable" - her "there is no option to send you a cable, and if I order you a new box it will be £99"

After much deliberation of how silly that was, she suggested going on eBay, trying to win an auction for said cable and they would credit my sky account for the amount!

I just want a cable to plug my new (but still v2) box in.

[Mark39]

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@Parisio wrote:

Hello!

Had a new sky box delivered (v2 version with the external power bank) except they didn't leave the new cables, just swapped boxes.

phoned sky to get them to send me a cable that matches the box - "no we can't do that, we will have to send an engineer" me -  "seems a bit over the top to send an engineer when I just need a cable" - her "there is no option to send you a cable, and if I order you a new box it will be £99"

After much deliberation of how silly that was, she suggested going on eBay, trying to win an auction for said cable and they would credit my sky account for the amount!

I just want a cable to plug my new (but still v2) box in.

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Seems simple, yes, but perhaps not, when you consider the admin and logistical requirements for maintaining and despatching spares for Sky boxes, given the size of the Sky organisation and the various locations from which they operate.

It's not as though the adviser can just put one in an envelope and send it to you.

[TimmyBGood]

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@Parisio wrote:

she suggested going on eBay, trying to win an auction for said cable and they would credit my sky account for the amount!

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I'd caution there's unlikely to be a mechanism for actually doing that.

[Parisio]

Surely there is a simpler and more cost effective option than sending someone physically to my house to hand deliver a cable though?

Apparently there is no option to order a new cable, this itself seems nonsensical.

[TimmyBGood]

@Parisio 

Sky installers are out and about in their vans every day, though.

A support person in a call centre doesn't have a drawer of spare parts, or envelopes, or stamps...

[Jones_The_Cat]

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@TimmyBGood wrote:

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@Parisio wrote:

she suggested going on eBay, trying to win an auction for said cable and they would credit my sky account for the amount!

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I'd caution there's unlikely to be a mechanism for actually doing that.

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There is some sort of mechanism.

I followed the advice of someone on this forum last year with regard to the poor CEC handling of the Stream pucks. I complained to Sky that the puck was outputting spurious CEC commands, even when in standby, which was interfering with other equipment attached to my amp. I told them how others on this forum had bought a CEC blocker to prevent the issue and that I had had to do the same. 

The agent I spoke to asked how much it cost and I told him £11 from Amazon. He offered to credit that amount to my Sky account and did so within 48 hours. Didn't even ask to see a receipt.  

[Parisio]

I'm not asking for one to be pulled from her spare draw, I'm asking for a multimillion pound company to have provisions to send me a cable that has not been provided.

Even if they are driving around all day, that doesn't mean I'm able to be home.

[Jones_The_Cat · Accepted solution]

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@Parisio wrote:

I'm not asking for one to be pulled from her spare draw, I'm asking for a multimillion pound company to have provisions to send me a cable that has not been provided.

Even if they are driving around all day, that doesn't mean I'm able to be home.

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It's frankly ridiculous that they've suggested you try to win one in an eBay auction. Honestly, the mind boggles. 

How hard would it be for them to partner up with a company like Maplin who specialise in cables, and send out a power supply in the mail? They seem perfectly capable of sending out replacement remote controls for both Sky Q and Sky Glass/Stream so why not a power cable? 

Nonsensical. 

[Parisio]

Absolutely, box broke yesterday- new one came today all at no cost - brilliant, or so I thought.

I now have an engineer coming tomorrow to essentially hand me a cable to plug in.

Like you said, they can send out remotes and brand new boxes, but not the cables needed.

[Laing1]

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@Jones_The_Cat wrote:

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@Parisio wrote:

I'm not asking for one to be pulled from her spare draw, I'm asking for a multimillion pound company to have provisions to send me a cable that has not been provided.

Even if they are driving around all day, that doesn't mean I'm able to be home.

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It's frankly ridiculous that they've suggested you try to win one in an eBay auction. Honestly, the mind boggles. 

How hard would it be for them to partner up with a company like Maplin who specialise in cables, and send out a power supply in the mail? They seem perfectly capable of sending out replacement remote controls for both Sky Q and Sky Glass/Stream so why not a power cable? 

Nonsensical. 

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@Jones_The_Cat the power cable on a V2 box are made for that box they won't fit any other boxes so doubt maplin will even stock then as far as i am aware they are only found on the Sky V2 box

I agree its a silly suggestion bidding on one on ebay

The main problem appears to be DPD  not taking the cable out of the box when they do a doorstep swap there needs to be more contact to the delivery drivers to hand over everything in the box not just the Q box guessing they obviously don't know realise that not all power cables are the same  

[TimmyBGood]

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@Parisio wrote:

I'm asking for a multimillion pound company to have provisions to send me a cable that has not been provided.

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You're asking for something which has no logistics chain, call centre GUI interface or database pathway, and ironically that's much harder for 'a multimillion pound company' to put in place than a small repair shop.  There could be such provision (presumably involving Unipart as all v2 boxes are now refurbs and returns go to Unipart warehousing) but there isn't. 

[Parisio]

There is provision for boxes and remotes to be sent out, next day, but not cables, does that makes sense to you?

You think it's more economical for someone to come to my house and deliver me a cable?

[Mark39]

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@Parisio wrote:

There is provision for boxes and remotes to be sent out, next day, but not cables, does that makes sense to you?

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Eminently. Boxes have to be replaced occasionally because they malfunction. Remotes are consumables. Cables don't have either characteristic.

[Laing1]

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@Parisio wrote:

There is provision for boxes and remotes to be sent out, next day, but not cables, does that makes sense to you?

You think it's more economical for someone to come to my house and deliver me a cable?

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@Parisio and the boxes should come with the cables

You should complain  to DPD about not handing over the cable as well as the box 

You may find that an engineers visit isnt just to drop off a cable they may replace the box again as this is what has happened before in this situation 

[TimmyBGood]

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@Parisio wrote:

You think it's more economical for someone to come to my house and deliver me a cable?

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Compared to retrofitting a logistics chain to accommodate a part that was never supplied separately, hasn't been manufactured for several years and is required as a replacement by a vanishingly small percentage of customers then yes, almost certainly.