Faulty Sky Box

A question about : Faulty Sky Box

Hi,

Apologies if this is in the wrong section, or covered elsewhere, (I did search but couldn't find it)

This is born out of an experience that I've had, and would like to help others.

My sky box is 2 years old, and has developed a fault.
Speaking to sky they tell me that an engineer visit is required.
At a cost of Ј65 (another option is available at Ј60, but it's much of a muchness)

Sky staff, don't understand (or choose not to admit) that a warranty is different to satisfactory standard and fit for purpose, as stated by the Sale of Goods Act.

My argument to them is that most people would reasonably expect the box to last 3 years minimum. Most people I've spoken to agree, (and I didn't ask a loaded question!)

Therefore it should be repaired or replaced at their expense.

They naturally disagree.

They've reduced the cost to Ј30, which I have informed them I will reclaim. Either via a letter to head office or, failing that, via the small claims court.

So is this a reasonable expectation?

If it goes well, presumably people can employ this strategy going forwards, but also anyone who has previously been unnecessarily charged by Sky can reclaim the payment.

Obviously if your Sky box fails after 4+ years this may not apply, but I think definitely up to 3 years you have this option?

Hope this helps.
I'll report my progress.

Best answers:

• just say that you will have to cancel and go with someone else ...(bluff
  usually they give you a free one..worth a try
• Call Sky back and speak to retentions -rather than technical support. You should be able to get an engineer visit for a lot less.
  (Although an expectation that anything electronic has an expectation of far beyond three year life is not realistic and wouldn't stand up in most courts IMO so no I don't think you have any reasonable expectation of this ploy of yours succeeding -the box had a one year warranty and you were offered the chance to extend that warranty with Sky Protect which you obviously declined. Obviously not the wisest move with hindsight on your part)
• Sale of Goods Act... .... go to the supplier who you got it of they have to come round and fix the fault or give you a new ..one simples..
  google the sale of goods act.. it will explain all
  good luck
• How much did you pay for the box?
  Be fortunate that the box has lasted longer than the contractual period (maybe its by design that they fail not longer after that period?)..
  Since you are outside of any contractual obligations then look to push for ending of service and see what retentions may offer new box wise - though that would likely result in a further tie in period...
• @duchy You too seem to have mistaken a warranty for what one would expect to be a reasonable amount of time for something to last.
  I didn't suggest far beyond 3 years either. I suggested that 3 years would be reasonable for a bit of TV signal receiving kit to last.
  I have an independent report, one of the tuners has failed, not even the hard drive, (moving part!).
  To use Sky's example, they say, if your washing machine stopped working 18 months after you purchased it they claim it's your responsibility to pay for it to be repaired, since it's out of the 12 month warranty.
  However, if, when you purchased it you explained to the seller that you'd be washing 2 loads per week, would it be expected to last 2-3 years, the answer would likely be yes. Therefore it's reasonable to expect that it should last that long.
  Ergo, under the sale of goods act it's the sellers responsibility to repair or replace the item.
  A sky+HD box sitting on a TV cabinet shelf for 2 years being used exactly as described by Sky, (the supplier/seller) I would think it reasonable that it would have life left in it. (Unless as @StuC75 suggested there's something underhand going on and they fail by design)
  Take the other extreme, say it failed after 13 months. This would be a reasonable amount of time for it to last with out any doubt.
  The fact that they sell this "cover plan" from 12 months, suggests that they are expecting it to fail, therefore the equipment is of insufficient standard.
• We had a faulty Sky HD box a couple of years ago. I rang up and although they initially tried to bill me for an engineers visit, once I said forget it please cancel my subscription I can get by with Freeview, they caved in and gave me a new box for free.
  We periodically get calls trying to sell us insurance for the box which I politely decline to take up. If this box fails I will take the same approach, they are desperate to keep their subscriber base with the opportunities it provides for the cross selling of additional products.
• we ordered a sky box and it was meant to be 1TB inside. 2 years later, I opened my sky box and to find 250mb. I paid extra for the 1tb. so does this mean I can claim?
• Had this recently, offer of new/replacement box only if we paid more/took another package. As we hardly use it anyway I didn't want that and I didn't want to pay for an engineers visit which was the only other way they said it would be replaced.
  In the end, 2nd hand box from eBay was Ј5.