Sky TV

DeanTSD

Hi all, wonder if anyone can help me!

Basically I've had a Sky package since October 2008 and I've had the worst customer service I've ever had! Now I'm not just talking about issues not being resolved, I'm talking about the phone being cut off whilst being told I was being connected to another dept. I'm talking about minimum call duration of 2 hours every time, with nothing being resolved, I have also been called a liar, technicians have failed to contact me or even show up! The list goes on and on to be honest.

I've done the usual complaints thing by phone call and following procedure, but to no avail.

I need help in finding out what to do next and who to contact, they won't give me a specific name to contact E.g the manager/head of complaints/customer service so I'm not sure if they are just shrugging me off.

Does anyone know if there is anything to do or is this just a lost cause?

Many thanx in advance,

Dean.

jackthenipper

Have you tried emailing customer relations on the www.sky.com website by clicking on the feedback link at the bottom of the web page. There is no direct individual that you can write or email it's just departments that will deal with your enquiry.

Have you tried calling the 08442 41 41 41 number & asked for your call to be escalated to a manager who should come on the phone & speak to you & resolve any issues/problems that you are experiencing.

In my opinion i wouldn't go on shouting & screaming as this will just create a barrier with the advisor, have they sent out an engineer? What is the fault that you have with your sky?, is it sky+ or HD?

Also i wouldn't call after 8pm as all the new starts usually get trained at this time & unfortunately have very little experience, you would be better calling mon - sun before 5pm.

HTH

penrhyn

Sound advise above, you could try posting on https://www.skyuser.co.uk as Sky employees regularly read/contribute.

M4RKM

my advice is to email jeremy darroch as he is the head of sky.. the email doesn't go through to him, but the top top level of cust serv people, and i've had to email twice, and both times, got a very satisfactory response each time.

you say very bad customer service, but what exactly has happened?

moneysaver_77

Hi,

Does anyone have an email address for Jeremy Darroch?

Thanks in advance

moneysaver_77

Just found it. Just incase anyone wants it to complain:[EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

jackthenipper

moneysaver_77 wrote: »

Just found it. Just incase anyone wants it to complain:[EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

In my opinion that won't work, you will probably get a standard email response. You would be better emailing or writing to Customer Relations at least this way then they will investigate all your points & also have a look at you account.

scheming_gypsy

yep, if he's in a senior position his PA will have access to his mail account so he probably won't even see the email.

beatlestones

Any member of the customer service line will be able to give you the Sky Customer Relations postal address.

I too have had sloppy service from Sky in the past, and after sending a letter with details of my issues they credited my account as a goodwill guesture.

Luckily the telephone calls (if you're on Sky Talk) are free to their customer service line (even though they're local rate numbers.)

Give it a go.

EDIT: Address is:-
Customer Relations Department
Sky Subscriber Services Limited
PO Box 43
Livingston
West Lothian
EH54 7DD