Sky TV turning new customers away

spiritus

I recently bought a new house which I am not living in yet.

I have ordered Sky TV and Sky broadband and asked at the time of the order if I the engineer (or anybody else) could ring me up when he's on the way or once he's outside the house. The house I am moving out of is only a 2 minute walk to my new house so I could then get there to let the engineer in.

Sky told me this wouldn't be a problem.

However, this evening I had a message on my answer machine from a Sky engineer telling me he would be at my house tomorrow between 12-3 pm. As I have no intention of waiting 3 hours in an empty house I rang Sky to question if the engineer would also ring me up once he arrives.

The first call I made to Sky I was transferred through to Installations and promptly cut off !

Second call I made to Sky I spoke with a guy in the Installations dept who told me that ringing customers prior to installation "is not a service we provide". I pointed out that it's virtually no inconvenience to the engineer to make a call to me but the Sky guy just told me they don't do that.

My third call to Sky was to customer services to complain about this. I told them I was told at the time of the order that it wouldn't be a problem to ring me 30 mins or so before installation. The woman put me on hold and then confirmed it is their policy not to do this. I explained I had no other option but to cancel the installation and she offered to put me through to the cancellation dept.

Once I'd been put through I was met with an auto message saying they are very busy at the moment and can I please call back later and then they cut me off........no chance to hold, no chance to leave a message, no chance to request a call back.

If this is how Sky treat NEW customers then God only knows how they treat customers who've already committed to a 12 month contract !!!

McKneff

when we wanted an engineer we were only given the date of the installation
and that it would be a morning call and that an engineer would call us on the phone 30minutes before that they were on there way, no problem at all. The engineer rang and 25 minutes later they arrived - no problem, job done in 20 minutes - result - happy customer, dont know what thecall centres are playing at.

Purpledaisy_2

We had sky installed at our new house about 2 weeks ago, the engineer called us @ 7:45am and said he would be here in twenty minutes or so, he arrived @ 8am and left 15 minutes later, no problem at all, loada tosh they always call

BYALPHAINDIA

Who in their Right mind wants a contract with SKY??

gordonstights

When I had Sky installed 2 years ago the guy was very helpful. Rang me when he was 10 minutes away to make sure I was up (it was early!).

We are just moving house and having our services transferred which involves a new dish at the new property. So they are coming out on Sunday 19th to install. Hopefully we will have a fitter who is just as helpful as before but it's obviously down to the individual if they are inclined to be that way, despite company policies. It's to their advantage to call first to prevent wasted trips if the customer has popped out. But if they are doing 15 appointments a day, Sky probably begrudge spending the money on phonecalls to customers before they turn up :rolleyes:

d.edna

Purpledaisy wrote: »

We had sky installed at our new house about 2 weeks ago, the engineer called us @ 7:45am and said he would be here in twenty minutes or so, he arrived @ 8am and left 15 minutes later, no problem at all, loada tosh they always call

Agreed!

I know a sky engineer, he will always call introduce himself and give a rundown of whats happening, and give the password.

He said its the engineers way from his depot.

Pssst

It tends to be knobs in call centres who create problems. Front line engineers of any flavour are usually happy to ring customers as long as they ARE five minutes away and not half an hour ! Anyway,i had a doorstepper on my step yesterday desperately trying to sell me sky. I gestured toward my existing dish and told them i had discontinued sky a few years ago as it was rubbish. I also informed him that terrestrial digital was rubbish. Howver he persisted. I cant for the life of me understand why anyone would watch any of it. I am making a case with my SO to sell the tv and do without. We shall make our own amusement as they did in days of old..

tinkerbell84

Surely the engineer will call you when they arrive and you're not there And then you're only 2 minutes away OP

DCFC79

We had virgin tv installed and the guy who came to install it called up to say he would was on his way and he would be here within half an hour, why dont you see if you can get virgin

omen666

The engineer called me when mine was installed in my new flat, was there 20mins later

omen666

BYALPHAINDIA wrote: »

Who in their Right mind wants a contract with SKY??

Another useless post by you