Sky Stream Replacement Puck

[Helpmeplease5]

My Puck broke nearly 2 weeks ago - the replacement was lost by DPD before it was delivered to me.

Yet over 3 hours on live chat and 3 complaints later I still don't have a replacement! Live chat told me the only way to get a replacement now is to take out a new contract, after speaking to them I'm not even sure I want to pay for one contract never mind a new completely unnecessary one...

Does anyone have any idea how I can get Sky to send me a new puck? No one is answering my complaints and it feels like they have just forgotten about me! 

If I could just use what I'm paying for then that would be a start...

[mikealanr]

Hi @Helpmeplease5 

Call them: https://www.sky.com/help/articles/viewing-help

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

MikeAlanR

[Helpmeplease5]

Thanks,

I'm on my third formal complaint - still no resolution! I'll call tomorrow and see if I can get any joy, I was just wondering if anyone on here had similar experiences and if so how they got Sky to listen/actually do something.

[MarkGoldsmith]

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@Helpmeplease5 wrote:

Thanks,

I'm on my third formal complaint - still no resolution! I'll call tomorrow and see if I can get any joy, I was just wondering if anyone on here had similar experiences and if so how they got Sky to listen/actually do something.

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@Helpmeplease5 I'm not sure when you first raised a complaint via the official process, but Sky have 6 weeks to resolve the complaint after which if its not been resolved you can take it to alternative dispute resolution as outline here: https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/