Sky+ box problems - any way out?

dustycat_2

Couldn't find anywhere better to post this so here goes.

We have Sky+. From day one we have had problems with faulty boxes. We are currently on our 4th box. I had (wrongly) assumed that each time we got a new box (we always insisted on a new one not a repaired one) we got another 12 months warranty on it.

Na na

Turns out each box only got 3 months so now we are out of warranty. Guess what - yes - the box has failed again. We are rapidly losing access to channels such as Sky Movies 1-3 and other favourites.

Sky are insisting on charging us a callout charge and cost of replacement. Our argument is that the box is not fit for purpose - it should last more than three months.

We have been offered an insurance cover by a third party that would cost us £80 a year which we could take out then call then straight away but I object in principal to having to pay at all.

Does anyone have any inside info on getting Sky to replace the box for free or suggestions on how we might bend their arm?

Will be missing out on a lot of Christmas TV if we can't get this sorted. Not a problem for me but the only way to keep the beastly nephews entertained

Careful_ly

When did you get Sky + as I would think that warranty would have to be until 12 months from first box at least. If you get no help here try
http://forum.digitalspy.co.uk/board/forumdisplay.php?f=35

Nile

Hello dustycat

I'm sorry to hear of your troubles with your Sky+ box. I'm sure I've read previous threads about Sky problems and suggestions by members.

First of all, don't waste your money on Sky insurance. If the system breaks down, you can either pay for an engineer to come out to fix the problem or ring Sky to cancel your package..............which may (should) result in a free repair because they won't want to lose your custom.;)

Regarding the Sky+ box, I get the impression that it is more than 12 months old. If you signed a contract for a minimum of 12 months with Sky, you can cancel your package/contract............which may (should) result in a free repair of the Sky+ box or replacement.

I'm hoping that other members will post their comments (and correct me if I'm wrong) and it will help you to get a rapid solution to your problem and ensure the (kids keep quiet:snow_grin ) Christmas entertainment isn't ruined.

Kind Regards

Nile

katerinababa

Sounds like you're having the same problems as us!
We've had 7 'new' boxes this year.. the final one 3 months ago was replaced with an actual new one!! This was only after much complaining by me.
Last week, this new box started to fail, so I rang Sky, only to be told that the warranty on that particular box was only for one day!!
I've yet to get round to writing my email to sky CS... I need to be in a really bad mood!!
I would def. have a look at the forum as suggested above, they've helped me a few times.
Hope you can get your problem rectified.

daveboy

You must be extremely unlucky as I've had my Sky+ box since April and haven't had a single problem with it.

Would be interesting to know the make of box, mine is a Pace.

talksalot81

We have had endless issues with sky standard boxes.... been through 5 to get one which actually worked and even at the end of it they refused to give us a new one.

We have now learnt a lesson and echo the sentiments of others...... dont get insurances, if you have a problem, ask them to do it foc or cancel your subscription altogether. They will likely back down and even if not, you can have it off for a few months then get one of the new customer incentives to sign up again.

mparter

Are you sure they were all new? Sky very rarely replace faulty boxes with new ones without lots of grief.

If they come in a brown cardboard box, their probably re-conditioned. If the come in an original sealed box, then it's a new one.

I would also be inclined to go down the cancellation route.

headcook

We had this problem.
Our Sky+ box broke and we were out of warranty so we phoned and were told that we would have to pay for the repair.
We asked to be put through to the cancellations department, explained the reasons for cancelling and the operator arranged for the box to be repaired free of charge to avoid us cancelling the contract.
The engineer called the following Sunday morning and it took him 3 attempts to get a sky+ box from his van that actually worked!!

rnsubmarines

Hi,
Just felt compelled to respond after reading the thread, especially Headcook's reply. Basically my Sky+ box threw in the towel yesterday after a few weeks of it giving me hints by failing to record/pause etc, and after a number of FULL SYSYEM RESETS (which until yesterday worked). The brunt of my tail is, I rang customer services asked to speak to the cancellations department because I was most unhappy at having to pay a £65 call out charge (my system is 20 months old hence out of warranty). On speaking to cancellations a very nice lady said to me she wasnt happy about me wanting to cancell my subscription and was willing to half the callout charge, to which I responded, quote "I am a long standing subscriber, 5 years in total, I feel a free repair would be in order" she agreed and an engineer is coming Monday to replace my box.

The moral is... If you don't ask you dont get, and further to that it was this forum that prompted me to have ago, otherwise I was thinking of forking out £160 to upgrade to sky+160. Forum therefore gets my mark of 460/10, and thankyou Headcook for posting.

chuckles1066

dustycat wrote:

Couldn't find anywhere better to post this so here goes.

We have Sky+. From day one we have had problems with faulty boxes. We are currently on our 4th box. I had (wrongly) assumed that each time we got a new box (we always insisted on a new one not a repaired one) we got another 12 months warranty on it.

Na na

Turns out each box only got 3 months so now we are out of warranty. Guess what - yes - the box has failed again.

If I was of a cyncial nature, I'd suggest that Sky are knowingly "knocking out" boxes with dodgy firmware updates that the end-user has no control over.

And, if I was indeed of a cynical nature, I'd question how, when your box fails, they can cheerfully offer to come out to you for a conveniently fixed price (how do they know what the problem is and are therefore able to offer a price?) and get you going again with a refurbished box.

Furthermore, my cynicism prevents me from suggesting that they then take your "broken" box back to HQ, undo the dodgy firmware update so that it works again, give it a polish with Mr Sheen and then give that refurbished box to the next sucker in the queue who's been knocked out.

What a moneyspinner that would be!!

But it couldn't happen here in Britain where our consumer laws are so tough..........

totalguitar

I had an out of warranty problem with my sky+ box, it started juddering on playback and recordings failed. The hard disk had failed. My hard disk had a 3 year manufacturers warranty so i got an advanced RMA replacement from them and set the old one back. Total cost was £4.00 postage and the whole thing was working within 72 hours. If you suspect a hard disk failure it's easy to check the warranty on-line (maxtor in my case).