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]

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@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.

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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]

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@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]

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@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!

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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]

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@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? 

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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