Replacement Sky Puck

[Hunter2660]

Can't see the point in owning one now. If it goes wrong it's £50 to replace, free if loaned. If you unsuscribe both are a doorstop, serves no other purpose. If you own one and resubscribe in the future maybe, but Sky will send you a free loaned puck anyway if you don't, (minus activation fee, which I presume is the same for both). So I can't see any advantage to own one.🤔

[Fothergill1]

Hi @Hunter2660  Sky changed the process for Stream pucks from purchase/ownership to rental at the end of February 2023.  Since that date there is no longer an option to purchase a puck from Sky but of course you could purchase one second hand (provided the seller was an owner and didn't have it on loan).

[CAS1968]

Thank you for your reply.  

[billx]

Yeah, sky are charlatans.

So I had to purchase my puck, being bought pre-2023.

There is an ongoing issue sky cannot resolve (sky tech just reads from their script)

They refuse to lend me a puck to prove/disprove it is the puck.

My only choice is to purchase a new puck for £50.

However they insist that I must do a doorstep exchange and GIVE them the puck that I actually own outright.

Admittedly, after complaint and much argument, they say they will credit my account with £50, but tis is not the point.

They are stitching me up by selling me the first puck and reusing to sell me  a new one for £50 unless I return the one that I have already paid for.

I do not even know if the puck is the problem. Sky are not intersted in learning if a new puck will resolve the issue and if so, updatate their tech scripts, so future customers with the same issue can be given the solution.

[TimmyBGood]

---

@billx wrote:

However they insist that I must do a doorstep exchange and GIVE them the puck that I actually own outright.

Admittedly, after complaint and much argument, they say they will credit my account with £50, but tis is not the point.

They are stitching me up by selling me the first puck and reusing to sell me  a new one for £50 unless I return the one that I have already paid for.

---

Presumably the current logistics system, including the contract with the courier, was designed to cope with the loaned pucks (from February 2023 onwards) rather than those distributed during the preceding 14 months: that wouldn't be entirely surprising.

[oj01]

---

@billx wrote:

Yeah, sky are charlatans.

So I had to purchase my puck, being bought pre-2023.

There is an ongoing issue sky cannot resolve (sky tech just reads from their script)

They refuse to lend me a puck to prove/disprove it is the puck.

My only choice is to purchase a new puck for £50.

However they insist that I must do a doorstep exchange and GIVE them the puck that I actually own outright.

Admittedly, after complaint and much argument, they say they will credit my account with £50, but tis is not the point.

They are stitching me up by selling me the first puck and reusing to sell me  a new one for £50 unless I return the one that I have already paid for.

I do not even know if the puck is the problem. Sky are not intersted in learning if a new puck will resolve the issue and if so, updatate their tech scripts, so future customers with the same issue can be given the solution.

---

And they aren't selling you the replacement Puck, as it becomes a loaned Puck.

[billx]

And they aren't selling you the replacement Puck, as it becomes a loaned Puck.

Yes they are selling me a new puck. They are charging me £50.

On top of this, they want the one that I already own returned to them free of charge!
No doubt so they can sell it to somebody else for £50!

[oj01]

---

@billx wrote:

And they aren't selling you the replacement Puck, as it becomes a loaned Puck.

Yes they are selling me a new puck. They are charging me £50.

On top of this, they want the one that I already own returned to them free of charge!
No doubt so they can sell it to somebody else for £50!

---

Not what we've been told in the SU Forum. Yes, there's a £50 charge, but it's to replace your faulty owned Puck for a loaned one. All pucks issued now are loaned.

[billx]

Not what we've been told in the SU Forum. Yes, there's a £50 charge, but it's to replace your faulty owned Puck for a loaned one. All pucks issued now are loaned.

Not sure what goes on in the super-secret forum.

Why does sky stich people up by charging £50 to loan a puck?

As I own my existing puck, why are they insisting I return the puck I actually purchased from them?

Maybe you could ask sky in the super-secret forum why thy are insisting that I give them an item (my my puck) that I actually own? 

[TimmyBGood]

---

@billx wrote:

Maybe you could ask sky in the super-secret forum why thy are insisting that I give them an item (my my puck) that I actually own? 

---

As I said above: almost certainly because the replacement system cannot cope with the concept of 'owned' pucks, so instructions to the courier are not to hand over a replacement without receiving one in return.  Poor design is always more likely than sinister conspiracy.

The forum referred to isn't 'secret': it's a point of contact between forum Superusers and the small number of Sky staff who act as forum moderators.

[MPro]

Poor design isn't usually a sky trait. However the latter actually is, going back decades

[DJ14]

I have the same problem.  My Sky puck is working but it's taking up to 10 minutes to come on.  I thought it was the TV but tried it on a spare portable TV and it's doing the same. Went through the problem with my SKY puck on the app and was told I needed a new puck and that as it was my own device and warranty had ended I had to pay £50 for a new one.  Was not happy with the charge but ordered another puck.   It came today by courier.  He asked where the old one was and I asked why. He said it had to be taken back. I told him he wasn't having it if it was supposed to be my device.  The courier then took the new one away and said I couldn't have it if I didn't hand over the old one.  I've phoned SKY and got nowhere. I was told they take the parts to recycle them.  My argument is if I'm told it's my device and have to pay £50 for a new one, why do I have to hand it over before I can get the new one. This is such a scam from SKY and when I move house I'm changing my to and broadband provider.

[CAS1968]

Hi,

Best option is to add a puck to your account for £39.95 and once it's activated you can then deactivate the one that isn't working properly.

This way you have a new puck that is 'owned' by Sky and you don't hand over the one that isn't working.