Sky Advice needed please... detailed post

pinoyadobo

Hi all

Can anyone please give me some advice about a service that I have ordered from Sky and have not recieved.

On the 20th of April 2006 I phoned up and placed an order for Sky Multiroom, I was given an istallation date (as they do) and the following day I received my Sky Card and letter to confirm the transaction. So I took the day off on the 20th to wait for an engineer, no one called me and as the day progressed the engineer didnt turn up. So I rang Sky and told them what happened. They told me that they cant understand, as it said on their systems that the installation has been completed (when obviously it has not! As the card has NOT been activated). So they said they are really sorry and they would refund me and give me 2 months free subcription, and inform me that to re-order again.

So about 2 weeks later May 4 2005, again I rang and paid £49.00 for multi room, was given an istallation date.. etc. Took the day off again... and guess what?! NO BODY turned up, so seething I rang them again and asked for an explanation, I was on hold for about 40 minutes while some incompetent fool was trying to sort out the problem. NO one can give me a plausable explanation. They just told me that the work has been completed and surprise surprise they dont know why its happened. They are aware that there is a fault, but they said they will phone me ASAP when they have rang the engineers and see what has happened. I even said that "Are you sure you are going to ring me back??" their response was YES within 45 minutes! And guess what, I am still waiting. I rang again about 2 days later and again I am going round in circles. I am on hold forever and they cant tell me why it has happened!

So I have written a complaint letter addressed to the Customer Care Manager expressing my dissatisfaction and have given a time frame of when to reply. About a week. So far I have not recieved a phoncall or a letter. They still have my £49.00, to tell you the truth, I do not want a refund, I just want the service that I have ordered. I am really peed off now and I dont know what to do. Can anyone please advice me of who to contact and what to do about this situation

Thanks a lot

scoobiesnax

Hiya,
Have you tried the cancellation tactic ie threaten to cancel sky...at which time you will be passed on to the cancellation department. tell them you are very angry and say you are thinking of cancelling. they usually come up with some offer or seem to be able to get things done a lot quicker. There is another forum discussing how to get cheap sky. however i am not sure how to make a link to that forum but if you do a search for digital cost cutting articles you should be able to read more details on how to do this. You don't of course have to cancel, just pretend/not how angry you are and say that unless they are able to come up with a reasonable offer you are going to cancel.
also not sure if you are already doing this but call sky on 0800 5875707 number cos its free and the times I have called I have not had to hang around for ages. Also if you are calling this 0800 number don't press star as the automated voice suggests. just wait and you will be able to speak to someone relatively quickly.
it is the cancellation department who seem to be able to give you offers but you will only be put through to them if you express that you want to cancel sky. All this information is available in the other forum. Again it would have been handy if I knew how to make a link. oh well. hope this helps

penrhyn

james.murdoch@bskyb.com

pinoyadobo

Hi thank you for your suggestion scoobiesnax i will try that tactic and see how it goes.

Cheers!

pinoyadobo

Hi all

Just an update about my problem with Sky, as adviced I have written a complaint email to James Murdoch, and within 3 days I received a telephone call from a Sky representative sending their apologies about the difficulties that I have. Anyway, I was given an installation date over the telephone and I had a Sky engineer come to install my multi room 3 days later, and as an apology I got a free Sky + box too! Plus my 2 months free Sky subcription.

So I guess I have to thank:

penrhyn
scoobiesnax

for their helpful advice. :T

Thank you very much! :j

maka_2

penrhyn wrote:

james.murdoch@bskyb.com

is jim murdoch a manager?? i have a massive problem with sky

Mark7799

He's the Chief Executive (I think) and Rupert's son !!