How to complain to Sky

zppp

rpip wrote: »

Zppp,

If you read some of the responses from "ordinary members" justifying poor service from Sky, one can only come to the conclusion I have indicated.

No one bites the hand that feeds! The Sky advertisments are big earners.

I am still looking for a Sky complaints independant forum. All I can thik of is Which.co.uk but you need to subscribe.

The wesbite is independent. It may be rather like this site, sometimes people won't accept if they are in the wrong, or if they are told something they don't want to hear.

rpip

The bottom line is that Sky is the main funder of Skyusers and the latter is not independent.
Yes I can see that it makes ecinomic sense for someone else to solve Sky's problems. But this is unethical (and provides scope for breach of contract). As are Sky representitives possing as "ordinary" members of forum.

zppp

rpip wrote: »

The bottom line is that Sky is the main funder of Skyusers and the latter is not independent.
Yes I can see that it makes ecinomic sense for someone else to solve Sky's problems. But this is unethical (and provides scope for breach of contract). As are Sky representitives possing as "ordinary" members of forum.

What this bottom line?

Sky User - Copyright ©2006-2010, SatDish and NewsreadeR | Sky User is in no way affiliated with Sky, Sky TV or Sky Broadband / BSkyB SkyUser's Broadband Speedtester - powered by Broadband Speed Test

Regarding forum users helping people when they are employed by said company, there is nothing wrong with it. So long as they are not touting for business.

rpip

What would you expect them to SAY - 99% of our adverts (paying SkyUsers) are from Sky, so we can’t rock the boat?

Do you ever see anyone arguing that Moneysavingexpert is not independent? The obvious standard is there for others to copy.

It is immoral for a representative (with an "interest") to comment on a post without disclosing his interest.

Jeff_Bridges_hair

rpip wrote: »

What would you expect them to SAY - 99% of our adverts (paying SkyUsers) are from Sky, so we can’t rock the boat?

Do you ever see anyone arguing that Moneysavingexpert is not independent? The obvious standard is there for others to copy.

It is immoral for a representative (with an "interest") to comment on a post without disclosing his interest.

They use google advertising which looks for key words and puts ads up accordingly. Because every thread has sky in it it cant get away from this.

zppp

rpip wrote: »

What would you expect them to SAY - 99% of our adverts (paying SkyUsers) are from Sky, so we can’t rock the boat?

What do you expect them to say? They are unaffilliated with Sky, and your arguements to the contrary are completely unfounded.

rpip wrote: »

Do you ever see anyone arguing that Moneysavingexpert is not independent? The obvious standard is there for others to copy.

Whilst there are no adverts on this site on the side bars etc, the site is trialling skimlinks and has started a low level of advertising. As other users have stated and as I have stated very clearly, their forum have no control as they use Doubleclick (Google) for their ads, who scan the site for keywords and match appropriate adverts.

rpip wrote: »

It is immoral for a representative (with an "interest") to comment on a post without disclosing his interest.

Not if it helps people and follows the ethos of the site, and does not include touting for business. Many people don't reveal who they work for, fearing reprisals from their employer. Perfect example is nattie who had this done to them by their employer here on MSE last year.

hendryclan

Once again, you wonderful people have come up trumps.

Just to put it in a nutshell... had loads of problems with Sky Broadband, crap BT line, No internet for 2 weeks. Going back and forwards between Sky Customer Services and BT.

In the end took your advice and emailed Jeremy Darroch. didnt know who he was but sent a nice (but firm) complaint regarding service and length of time with problem.

Conclusion... had a phone call from his "team" who politely advised my complaint was being dealt with and could we ring the VIP number (as my hubby is a Sky engineer).

Hopefully problem sorted (besides lying BT engineers, saying they had been inside my house when I hadnt seen hide nor hair of them!!)... but hey ho.... fingers crossed. Will let you know. Hubby nearly had kittens when he got the phone call today from Jeremy Darrochs team... funny really... so at least somethings being done about it..... BIG THANKS AGAIN GUYS.. YOU ALWAYS COME UP TRUMPS XXXXXX :T:rotfl::T:T:T:T:rotfl:

Tjbee

Hi there,

I just wanted to say a massive thank you to Zax47. I needed to
Complain to Sky after my phone line and broadband went down
in the beginning of Dec. As of 28th Jan it still wasn't fixed and I
was beyond furious!!. It has now been rectified, a refund of my
2 months line rental was offered, when I said that wasn't good
enough was offered 6 mnths 1/2 price line rental!!! Blooming insult!!.

I emailed Jeremy Darrochs office and received a phone call the
next day!. After a bit of a chat I was offered 6 months 1/2 price
sky+. I wasn't happy with that and said I wanted 6 months free.
The woman agreed to this and got it put back on within an hour.
I had originally cancelled the sky+ due to being really hacked off with
my treatment. I am happy it's finally sorted and I was able to tell them
how I felt and also to tell her about the 3 people who work for Sky who
actually helped me get my problem sorted!!.

The moral to my story is DON'T GIVE UP!!!

matahema

Just wanted to say thanks as well. Have had no internet for 2 weeks and was going round in circles with their technical support who were useless. E-mailed Jeremy Darroch as suggested by Zax47 and received a call from one of his team within a couple of hours apologising for the inconvenience and giving me his contact details and letting me know it will be sorted out at a time convenient for me. Hasn't been resolved yet, but this is a lot better than it has been so far! Will post an update as and when it gets fixed..

Thanks again!

sirmarcus

matahema wrote: »

Just wanted to say thanks as well. Have had no internet for 2 weeks and was going round in circles with their technical support who were useless. E-mailed Jeremy Darroch as suggested by Zax47 and received a call from one of his team within a couple of hours apologising for the inconvenience and giving me his contact details and letting me know it will be sorted out at a time convenient for me. Hasn't been resolved yet, but this is a lot better than it has been so far! Will post an update as and when it gets fixed..

Thanks again!

Tjbee wrote: »

I emailed Jeremy Darrochs office and received a phone call the
next day!. After a bit of a chat I was offered 6 months 1/2 price
sky+. I wasn't happy with that and said I wanted 6 months free.
The woman agreed to this and got it put back on within an hour.
I had originally cancelled the sky+ due to being really hacked off with
my treatment. I am happy it's finally sorted and I was able to tell them
how I felt and also to tell her about the 3 people who work for Sky who
actually helped me get my problem sorted!!.

The moral to my story is DON'T GIVE UP!!!

zax47 wrote: »

Do what I did - go straight to the top!

email [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] - he's the CEO.

BE POLITE! State your problem, or how you feel they have failed you as a customer, clearly and succinctly and tell them how you would like them to resolve it to your satisfaction - be sensible and reasonable and it will succeed. DO NOT JUST THREATEN TO LEAVE - THEY WILL LET YOU, IT'S LESS HASSLE! Be sure to include plenty of ways that they can contact you - phone, email, mobile.

You will get a reply (I got a phone call!) from the "Executive Escalations" dept and they will do what they can to sort you out.

Well done all and congrats:beer:. Just shows again that emailing the CEO results in successful outcomes.