Sky want to replace my HD box - can I refuse?

JennyW_2

I have one of the Pace boxes which is subject to recall. It was installed Oct 08 and I've had no problems with it. I got the call last night and I have an engineer booked for next Wednesday.

However I've just discovered for previous threads on this site that customers are being given refurbished Thomson boxes. I don't want a refurb box (Thomson or otherwise). Can I call to demand a new box ? If they cant guarantee this should I speak to the engineer when he visits?

If i canx the engineer altogether, what's the worse that will happen to my current Pace box?

spiro

This link shows Skys statement:
http://whathifi.com/News/Sky-admits-fault-with-first-batch-of-Pace-Sky-HD-boxes/

As a true MSE why would you refuse the exchange and miss out on 3 months for free worth £29.25? They also say the new box comes with a 12 month warranty so you gain another 5 months warranty.

JennyW_2

spiro wrote: »

This link shows Skys statement:
http://whathifi.com/News/Sky-admits-fault-with-first-batch-of-Pace-Sky-HD-boxes/

As a true MSE why would you refuse the exchange and miss out on 3 months for free worth £29.25? They also say the new box comes with a 12 month warranty so you gain another 5 months warranty.

but this doesn't answer my concern about being fobbed off with a refurbished box?

geordie458

The Thompson boxes aren't very good so I can understand your concern about been given a refurbed one. I'm on my second one now having had my first replaced about 4 months ago. It was replaced with a refurb and although it works most of the time i dont hold out much hope of it lasting. I was having a problem with it the other day, Sky's response was why dont i order a new one for £49 !! Even if they install a brand new Thompson box the chances are you will have problems with it sooner or later, probably just after the warranty has expired.

sillygoose

I am sort of in the same boat, I have a nice shiny Pace box which is one of the affected numbers, not been contacted yet though. It works absolutely perfectly. I believe the other newer models are the Samsung and Amstrad ones which Sky now control so I could possibly live with that too.

What I will not accept is one of the original Thomson boxes (new or refurbished - don't care) only to find in 13/14 months time the Power supply is burnt out. And it doesn't perform as well anyway.

The question is how do you manage this. I would certainly phone Sky and let them know you will only accept a new Pace box. When the engineer turns up tell him to show you the unit, if new it should be in a sky box with everything looking new and factory wrapped and look at the make on the back label - before he touches your existing box. If its not a new Pace (or maybe Amstrad) tell him Sky promised you one and not to come back until hes got it!

I would honestly rather risk a possible fault on my new fantastic Pace box than accept a crap performing high-failure rate Thompson!

Leopard

And such is Sky's attitude towards customers and consumer law that even if you do order a new one you cannot specify what item, or make of item, you want for your money.

Would you buy a television from a company that simply offered to send you "a television" for your money?

sillygoose

Also...
Even if your promised a new Pace one by Sky, the engineer may try it on and leave it on the van and bring in a Thompson. He may of removed this from a home previously as a failed unit and shoved a new hard disk in it. If he 'gets away' with it the new unit allocated to you will go on Ebay.

If you on the ball from the start he may well go and see what else he has on the van, grumbling that they are all the same (he just lost £150 ebay money so not happy) and magic - your new box.

JennyW_2

thanks guys. It seems I'm not alone in my thinking. I will give Sky a call and tell them I don't want a refurbished box and when the engineer turns up I'll insist on a new box before he even sets foot in my home.

Are the Samsung boxes ok too?

moonrakerz

Leopard wrote: »

And such is Sky's attitude towards customers and consumer law that even if you do order a new one you cannot specify what item, or make of item, you want for your money.

Would you buy a television from a company that simply offered to send you "a television" for your money?

In that case why deal with Sky ? If you read the T & Cs, which you agreed to, you will see they are offering you a service of so many TV channels. NOT supplying you with a Box manufactured by x, y, or z.
Sky are exceeding the requirements of consumer Law: that states that if the unit breaks down within 12 months (Sky warranty) they will repair or replace it. They are not waiting for it break down they are replacing all those which MAY have a potential fault. You would be the first to complain if your box died then you had to wait several days for Sky to get a new box to you.

It's rather like buying a rail ticket from London to York, then complaining you don't like the colour of the locomotive hauling the train !

sillygoose

They all have their weaknesses according to the forums, but they can be misleading, I was expecting all kinds of issues when I got my Pace but they sell thousands of these things but people only tend to post on forums when they go wrong so its a matter of context!

In 6 months its been superb, never had to reset it, quiet, cool(ish) fast, all the signal indicator are at max. If this is a faulty unit its bloody good!

I believe the Samsung and Amstrad version are all 2nd generation and acceptable. I have heard a lot of good things about the Amstrad ones as they the latest design and are to be the main supplier in the future, directly under Sky so I bet the software improvements will be aimed more towards those.

There were two generations of Thompson, original and an even cheaper follow on! - both not good.

There will no doubt be some who post on here 'I had my Thomson 30 years and its been lovely' but thousands could say otherwise.

JennyW_2

moonrakerz wrote: »

you will see they are offering you a service of so many TV channels. NOT supplying you with a Box manufactured by x, y, or z.

but I, like many others, have purchased their HD box - it wasnt given to me for free so after 4 months use, I don't expect it to be replaced with a refurbished box!