Pace Recall from Sky
Discussion
Dont know if this has been covered yet but heres the info if anyone was interested!
Technical issue with Pace Sky+HD boxes
We are providing a free replacement Sky+HD box to customers who have one from the first batch of boxes supplied by Pace.
The reason for the swap is that Pace has identified a flaw in its manufacturing assembly process which might have affected some boxes from this first batch.
Pace alerted us to the assembly problem and has since rectified the flaw. Current box supplies are unaffected.
While there were around 90,000 boxes in the first batch (versions 9F3001, 9F3002, 9F3003 and 9F3004), the flaw is likely to have affected only a small minority. However, we are providing a replacement box to all customers as a precaution.
What is the flaw?
The issue relates to the way in which some of the boxes in the batch were assembled. In particular, it involves the internal cabling and the quality of the connections between components. This means that the build quality of a box that was part of this batch may not meet Sky’s standards.
The assembly flaw does not involve a faulty component, such as a hard drive, or a software problem. Importantly, Pace has confirmed that the assembly flaw does not pose a safety risk. The box can continue to be used in the normal way, as installed by a Sky engineer, until we come to replace it.
The assembly flaw is not affecting the performance of these boxes. But, because some of these boxes may develop a problem over the longer term, we are choosing to replace them while they are still under warranty.
How does the replacement programme work?
We have started calling the affected customers to fix an appointment for one of our engineers to come and install a free replacement box. Because of the number of boxes, it will take us about three months to contact everyone.
To make up for any inconvenience, we will give all affected customers three months’ free subscription to our HD pack (worth £29.25) when we replace their box.
In order to avoid problems in the future, we would encourage all affected customers to participate in the replacement programme while their box is still under warranty.
All replacement boxes will come with a new 12-month warranty.
Can customers request a particular make of replacement box?
Customers should tell us if they would prefer to receive a particular make of replacement box. While we can’t offer a firm guarantee, we will do our best to accommodate their request.
How can customers tell whether they have a Pace Sky+HD box?
The easiest way to find out is via the on-screen Sky Guide. Just press the 'Services' button on your remote control, then select 'System Set Up' followed by 'System Details', and the manufacturer and version number of your box will be displayed.
Technical issue with Pace Sky+HD boxes
We are providing a free replacement Sky+HD box to customers who have one from the first batch of boxes supplied by Pace.
The reason for the swap is that Pace has identified a flaw in its manufacturing assembly process which might have affected some boxes from this first batch.
Pace alerted us to the assembly problem and has since rectified the flaw. Current box supplies are unaffected.
While there were around 90,000 boxes in the first batch (versions 9F3001, 9F3002, 9F3003 and 9F3004), the flaw is likely to have affected only a small minority. However, we are providing a replacement box to all customers as a precaution.
What is the flaw?
The issue relates to the way in which some of the boxes in the batch were assembled. In particular, it involves the internal cabling and the quality of the connections between components. This means that the build quality of a box that was part of this batch may not meet Sky’s standards.
The assembly flaw does not involve a faulty component, such as a hard drive, or a software problem. Importantly, Pace has confirmed that the assembly flaw does not pose a safety risk. The box can continue to be used in the normal way, as installed by a Sky engineer, until we come to replace it.
The assembly flaw is not affecting the performance of these boxes. But, because some of these boxes may develop a problem over the longer term, we are choosing to replace them while they are still under warranty.
How does the replacement programme work?
We have started calling the affected customers to fix an appointment for one of our engineers to come and install a free replacement box. Because of the number of boxes, it will take us about three months to contact everyone.
To make up for any inconvenience, we will give all affected customers three months’ free subscription to our HD pack (worth £29.25) when we replace their box.
In order to avoid problems in the future, we would encourage all affected customers to participate in the replacement programme while their box is still under warranty.
All replacement boxes will come with a new 12-month warranty.
Can customers request a particular make of replacement box?
Customers should tell us if they would prefer to receive a particular make of replacement box. While we can’t offer a firm guarantee, we will do our best to accommodate their request.
How can customers tell whether they have a Pace Sky+HD box?
The easiest way to find out is via the on-screen Sky Guide. Just press the 'Services' button on your remote control, then select 'System Set Up' followed by 'System Details', and the manufacturer and version number of your box will be displayed.
I notice a complete reluctance still to address their appalling implementation of HDMI in so far as lack of multichannel audio support and voltage fluctuations so large they have the capacity to fry display handshake electronics.
Also nothing about the 1st Gen Thomson boxes which are now losing capacitors on an alarmingly regular basis.
I appreciate they're built to a cost so are therefore s
t but really, it's a situation that could be quite a lot better.
Also nothing about the 1st Gen Thomson boxes which are now losing capacitors on an alarmingly regular basis.
I appreciate they're built to a cost so are therefore s
t but really, it's a situation that could be quite a lot better.Not Ideal said:
Is this sky that are offering this replacement or pace..??
Who should I contact..??
Mine is rubbish..!!
Sky are contacting all affected box owners and arranging an engineer visit to install, They say in the article that it will take 3 months to contact all 90,000 owners with the problems.Who should I contact..??
Mine is rubbish..!!
Give sky a call and see, and let me know how you get on as i was going to email them.
^Slider^ said:
Not Ideal said:
Is this sky that are offering this replacement or pace..??
Who should I contact..??
Mine is rubbish..!!
Sky are contacting all affected box owners and arranging an engineer visit to install, They say in the article that it will take 3 months to contact all 90,000 owners with the problems.Who should I contact..??
Mine is rubbish..!!
Give sky a call and see, and let me know how you get on as i was going to email them.
^Slider^ said:
Yeah the press release was only sent a few days ago on their website regarding the box swap outs. I think that there may have been people paying for replacement parts and callouts to these boxes whereas now they wouldnt need to even if out of warranty.
Nope, Most of the customers i went out to had no problems with the boxes what-so-ever, Many being installed for 12+ months prior to my visit. All had been contacted by sky and none had paid. The job came through to us under a specific job title, which we had been briefed about 2 or 3 weeks before the original batch of customers had been contacted. Perhaps this was a glitch in the system and it re-produced an old press release 
I doubt they're recalling another 90,000 Pace boxes. I've had no memo's sent to me regarding another Pace re-call, only thing i've had is the new HD box briefing a week or two ago. Mr AJ said:
^Slider^ said:
Yeah the press release was only sent a few days ago on their website regarding the box swap outs. I think that there may have been people paying for replacement parts and callouts to these boxes whereas now they wouldnt need to even if out of warranty.
Nope, Most of the customers i went out to had no problems with the boxes what-so-ever, Many being installed for 12+ months prior to my visit. All had been contacted by sky and none had paid. The job came through to us under a specific job title, which we had been briefed about 2 or 3 weeks before the original batch of customers had been contacted. Perhaps this was a glitch in the system and it re-produced an old press release I doubt they're recalling another 90,000 Pace boxes. I've had no memo's sent to me regarding another Pace re-call, only thing i've had is the new HD box briefing a week or two ago. My box is in the batches that have been listed but i havent been contacted.
ETA:
You are correct i just found the reports from last year so seems to have thrown up the old story which was picked up.
Just emailed them as mine is part of that batch according to the system batch number, even though i think it was installed around the time of the recall!
Edited by ^Slider^ on Tuesday 2nd February 17:17
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