Complaints against Sky - anyone actually get anywhere with them?!

Buzby

Heck, with that argument IO want a replacement TV from the BBC as I've paid my licence for 30 years! Satellite recievers are sold, they are not provided conditional of ongoing payment (Virgin's recievers are, but that's a different issue as these are rented). A Sky box can be picked up for around £15-£20, and all you do is put your existing card into it and ask Sky to 'pair' the replacement reciever to your card, and you'll be up and running as before. MUCH cheaper than buying a new replacement or signing yp to a warranty service.

karlrd

muckleface wrote: »

Hi,

I'm curious to know if anyone who has had a complaint (or numerous complaints!) against Sky has actually received a satisfactory response...or even an acknowledgement?!

I ordered Sky+ (2 packages), Line Rental, Talk and Broadband over 6 weeks ago and so far the only service I have actually had installed is Sky+ which I am being billed incorrectly for and which fails to record 90% of what I attempt to record!

I won't bore you with the ENTIRE 6 week history but basically I have spent and incredible amount of time (and money!) on the phone to Sky 'customer services' and have got absolutely nowhere.

Becoming fed up with talking to scripted call handlers who were not willing to look into my complaint (they just told me to write to their HQ) I emailed Sky through their website. As the 'contact us' area of their website has a limit of 1000 characters I asked them for an email address I could send my entire complaint to - I received a response a few days later saying their website limited each contact to 1000 characters as it was an 'initial contact point' but that I could now send my email to [EMAIL="help@skycustomersupport.com"]help@skycustomersupport.com[/EMAIL] in order for them to fully resolve the matter, asking me to provide them with information as necessary.

Feeling as if I was finally getting somewhere I sent them an email outlining the entire history from the date I placed my order and made it clear what I wanted them to do. 6 days later I had still not had a response so did a bit of googling and found an email address for the Chief Exec of Sky [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] I forwarded on my email to him (I appreciate it won't have actually gone to HIM but hoped it would be picked up by someone relatively senior) but it's now been 3 days since I sent my email and I've had no response, not even an acknowledgment!

As have no idea when or if I will ever get Sky Line Rental, Talk or Broadband and as Sky seem to be unwilling to acknowledge that I am being billed incorrectly for Sky+ (which isn't even working correctly) I now just want to cancel the entire lot and get back the money I've paid them so far.

Has anyone had a similar experience with Sky or have any advice on what I can do to cancel everything and get my money back? Should I just cancel the direct debits I have set up? Who regulates this sort of thing, trading standards? Should I start the ball rolling with the small claims court?!

:confused:

sky are the worst company i know,i had full package,,sports and phone and broadband..everything was fine for about 5 months then my broadband would cut out all the time..over the next 3 months i phoned them 100's of times.i am partially deaf and every call was an ordeal som lasting hrs..and sometimes 5 to 6 calls a day i cancelled the t.v as soon as i could,but the phone and non existant broadband ran for 2 further months before i could cancel it..because of all the phone calls,,i am now too scared to use the phone,and i am completly isolated,they are chasing me for the last 2 payments and to be honest,i would rather die than for them to see another penny.If i knew then what i know now and what this has caused me.i would never have had sky..

spike7451

A friend of mine went to Afghanistan with the RAF in Feb this year at the same time their daughter's cancer returned for the third time,because of the time zones & the daughter's illness,his wife arranged to have the phone calls diverted to her mobile.
Nothing was mentioned to her about any additional charges on her phone bill until she received it.
I gave her Darrochs e-mail address & after she had a short conversation with Sky,they revoked the charges made & any future charges until he returned from Afghanistan.
So a good result for them all.

lorraine_9

I contacted the Executive Support Team [estenquiries@BSkyB.com] and I couldnt fault them.

They resolved my complaint almost straightaway and offered me more than I I thought they would. I would definitely recommend using this email for any complaints.:j

HTH
Lorraine

AbbieCadabra

i've used the Jeremy Darroch email in the past to get my queries sorted out, got another issue at the moment which i forwarded to the same email as before but not received a reply (or even an acknowledgement).

have just sent my latest email to the estenquiries@BSkyB.com in the hope of getting somewhere.

absolutely sick to death of their CS, just don't get anywhere with them. i don't mind phoning if it's a technical issue or fault but when i'm asking for info, i prefer to use email so i've got a record of what's been said.

yet again though, it's all gone wrong! this was in the email i've just sent: "This is approximately the 5th time this exact same scenario has played out - I make an enquiry, quite simple & straightforward (or so I think), a reply is received from Sky that has nothing to do with what I've asked. I reply stating this & request that my actual question be answered. A further reply will then be received which again has nothing to do with the original query - & on it goes.
I forward to Exec complaints & will invariably receive a reply to my original question, along with profuse apologies, level of service not acceptable, feedback to relevant departments, we're working hard to improve customer service blah, blah etc.

But, you're not are you because it KEEPS on happening."

so wish we had an alternative to Sky but we're not in a cabled area & other services available don't quite match what Sky can offer.

[Deleted User]

Justice_jon wrote: »

I have twice taken Sky to court after failing to get any resoloution through the normal chanless.

Which Channels did you try? Sky One? Sky Living? Sky Sports? Sky Movies?:D
I don't think I'll be E-Mailing you anytime soon, I'm afraid, I advise others not to either.

spike7451

Moneyineptitude wrote: »

Which Channels did you try? Sky One? Sky Living? Sky Sports? Sky Movies?:D
I don't think I'll be E-Mailing you anytime soon, I'm afraid, I advise others not to either.

Already reported it as spam last night.

andrewash316_2

I have been a Sky customer for about 4 years now, I have skyHD with multi room and the HD Package, as well as the phone line and unlimitedbroadband in total I pay about £66 (inc line rental) to sky a month for the privilege of all ofthis. £44.50 for TV 7.50 BB and 14.50 Phone

Part of me is annoyed that when you take out the broadbandyou seem to become void of any offer that they have so I was looking to cancelthis any way.

In my work I work for Virgin (not media before you ask!) soas part of the corporate discount I can get the same package on Virgin Mediafor £48 (include Line rental) per month, but the problem is…im not in a cablearea so I cannot move unless I move to youview (which im a bit reluctantbecause I cant get the channel upgrades I think because im not in a cable orfiberoptic area)

Any my reason for changing are because I’ve just had a babyand money is going to be getting tight while my wifes on maternity.

Looking on here and the amount of people who have asked thequestion and been given discounts I thought I would ring sky and see. I endedup on the phone for 45 mins with a jobs worth who did quiet get it (but pleasenote he didn’t know I cant have virgin)

After this 45 mins call (15 mins of this sat listing to myown thoughts on hold) he came back and offered me an amazing discount of……waitfor it……..£2.25 per month! And for that I’d lose Sky sports F1……but what’sworse he was trying to touted me it was a discount worth over £7.00 and when webroke down the figures and I confirmed that the offer was…well insulting, hehad a real attitude about him when I refused his offer. He was claiming I wasn’tletting him talk because he couldn’t answer my questions and I understood hisoffer and confirmed it back to him which he agreed then and he said and I quote “shut up and listen to me” this as youcan imagine got my back up im not being spoken to like that. So I asked for hismanager… no joy just hung up.

So I’ve put a formal complaint in to sky, I now need to wait72 hours for a response. Not to happy I feel like just cancelling sky not but Ifeel it would be cutting my noise off to spite my face. But can any of you guysgive me some advice on what I can do next?

Im a fighting a losing battle with sky, should I just bitethe bullet and just leave them and put up with freeview?

Has any one else been in the same position?

Moneymaker

andrewash316 wrote: »

and he said and I quote “shut up and listen to me”

I have a few customers like you. They ask a question but won't listen to the complete answer.

Anyway, in the true spirit of the forum and in view of your impending new arrival, you should cancel Sky completely and start saving money.

benwarwick123

andrewash316 wrote: »

I have been a Sky customer for about 4 years now, I have skyHD with multi room and the HD Package, as well as the phone line and unlimitedbroadband in total I pay about £66 (inc line rental) to sky a month for the privilege of all ofthis. £44.50 for TV 7.50 BB and 14.50 Phone

Part of me is annoyed that when you take out the broadbandyou seem to become void of any offer that they have so I was looking to cancelthis any way.

In my work I work for Virgin (not media before you ask!) soas part of the corporate discount I can get the same package on Virgin Mediafor £48 (include Line rental) per month, but the problem is…im not in a cablearea so I cannot move unless I move to youview (which im a bit reluctantbecause I cant get the channel upgrades I think because im not in a cable orfiberoptic area)

Any my reason for changing are because I’ve just had a babyand money is going to be getting tight while my wifes on maternity.

Looking on here and the amount of people who have asked thequestion and been given discounts I thought I would ring sky and see. I endedup on the phone for 45 mins with a jobs worth who did quiet get it (but pleasenote he didn’t know I cant have virgin)

After this 45 mins call (15 mins of this sat listing to myown thoughts on hold) he came back and offered me an amazing discount of……waitfor it……..£2.25 per month! And for that I’d lose Sky sports F1……but what’sworse he was trying to touted me it was a discount worth over £7.00 and when webroke down the figures and I confirmed that the offer was…well insulting, hehad a real attitude about him when I refused his offer. He was claiming I wasn’tletting him talk because he couldn’t answer my questions and I understood hisoffer and confirmed it back to him which he agreed then and he said and I quote “shut up and listen to me” this as youcan imagine got my back up im not being spoken to like that. So I asked for hismanager… no joy just hung up.

So I’ve put a formal complaint in to sky, I now need to wait72 hours for a response. Not to happy I feel like just cancelling sky not but Ifeel it would be cutting my noise off to spite my face. But can any of you guysgive me some advice on what I can do next?

Im a fighting a losing battle with sky, should I just bitethe bullet and just leave them and put up with freeview?

Has any one else been in the same position?

I understand I've just been on the phone to sky to sort out why they have charged me to ring sky customer services, and apparently you do get charged but I know that's wrong so ill be taking it up with head office. On another note you could reduce your bill by £4.50 per month as well if you pay for 12 months line rental upfront costs £120 but saves you £54 a year.