My Sky Plus HD box suddenly stopped recording and the pause function did not work. I contacted Sky customer services who after many painstaking tests from their end advised the hard drive in my box seemed to be the problem. It was an old box so I was not that surprised. They offered to install Sky Q but I really wanted to carry on with Sky Plus. The lady advised I could source one from the internet and Sky would reimburse me for the cost. So far so good. The first box arrived from Amazon but would not work at all. I spoke to the retailer who advised some boxes suffered damage in transit and I received a full refund from Amazon. I found another box and decided to pick it up myself just to ensure it was not damaged in transit. This one worked but did not let me watch Sky sports or several other programs I had access to. I contacted Sky customer services and after a few checks they advised they needed to send me another viewing card. They did however confirm Sky would reimburse me for the refurbished box. The card came a few days later but was no better. Upon calling Sky again I was offered another viewing card but could not see how that could help. During the call the latest customer service person advised Sky would not reimburse me for the refurbished box. By this time my faith in Sky was hitting rock bottom. I asked her to explain why the previous agents had lied but to no avail. She kept putting me on hold so she could talk to her supervisor and I got rather fed up by this time said I was seriously thinking of leaving Sky and asked to talk directly to a supervisor. She said she would transfer me but she actually put me through to the cancellation department, which actually was great. I spoke to a guy called Kevin who after hearing me rant on about the way I had been dealt with, simply took the details of my box and the viewing card and refreshed the system from his end. It was like a Eureka moment, everything was working just as it should! I asked Kevin about the reimbursement request from two prior customer service agents and he did advise this was not aware of this normally happening but having checked with his supervisor he agreed they could give me the option of having the refund or an improved monthly reduced charge, which financially was far better. I took the reduced charge and even extended my contract term which also had the advantage of the reduced monthly payment. Kevin really did put my faith back in Sky and although at some stage I know I will have to move on to Sky Q I am still very happy with the service and value for money that Sky provide especially when you get the right people helping. Thanks Kevin you are a star.