Cancelling Sky after less than 4 days

PaulyH

Can't believe how bad their customer services are. Please see open letter. Really really disheartened, Anyone else had similar problems?


Dear Sir/Madame

I am writing to cancel my sky subscription with immediate effect. Please be advised I am still in my cooling off period. This is due to the appalling services received by me from your company.

Unfortunately the complaint has little to do with the product, which is actually very good, but by the way you deal with complaints and installations etc.

Issue 1 - 17/11/2009
My original installation was scheduled for Tuesday 17th between 12-5pm. The engineer rang in the morning to ask if he could come early. As I was not about I said he would have to come at the scheduled time as planned. He confirmed he would be there between 12-5 but then failed to turn up. There was no courtesy call or reason given. Rearranging the appointment took over an hour and a half on the phone plus a waste of half a days annual leave.

The only compensation offered by your customer services department was a 25% discount off my variety and sports pack for 6 months. This as of 23rd November 2009 has not been actioned by the customer services department.

This complaint took:
Total call time: 1 hour, 40 minutes and 24 seconds
Call cost: £17.09

Issue 2 – 19/11/2009
When my installation finally went ahead it did so without the engineer aware that I had ordered a free second box and a ‘multiroom’ subscription. My installation went ahead without the multiform and I had to spend more time on the phone and various departments before being told the only way to resolve this issue was to get a new order placed for which I would have to pay an installation fee of £60 which would then have to be refunded to me.
For the inconvenience I was told I would be offered the full sky movies package for 3 months. This, as of 23rd November 2009, had not been actioned by the customer services department.

This complaint took:
Total call time: 1 hour, 9 minutes and 45 seconds
Call cost: £11.10

Issue 3 – 23/11/2009
When ringing up to arrange my 3rd installation date it took me over an hour to resolve as, yet again, each department I transferred too, had no way of dealing with the complaint even though there were notes on my account. When, after an hour on the phone, I had finally got my 3rd installation booked, paid for and refunded. I asked what had happened to my compensation as I was yet to have access on my sky box to the movies so assumed that nothing had been actioned on any front. I was correct in my assumption

I was advised by your customer service department that no offers were on my account and no compensation would be forth coming. As this call was made on my work phone I haven’t got the bill, however it will be sent to me by my employers.

This complaint took:
Total call time est: 1 hour, 15 minutes
Call cost est: £10.00

Unfortunately this was the final straw. What should be an enjoyable and luxury product has caused far more stress, anxiety and cost that I deem appropriate. As stated above I shall be cancelling my subscription with immediate effect and cancelling all direct debits to sky. As I am within 8 days of my original installations I shall incur no penalty.

Thanks and regards

Paul H

macman

According to the T&C's your install fee will not be refunded however, if you paid one.

PaulyH

£30 I paid for installation so should be able to recoup that and my phone charges by selling the Sky+HD box etc.

macman

PaulyH wrote: »

£30 I paid for installation so should be able to recoup that and my phone charges by selling the Sky+HD box etc.

I don't think so, because they come and collect the equipment. If they didn't, everyone would be getting an install for little or free, then cancelling and using it as a Sky non-sub or Freesat service (or selling the kit like you were planning to).

spike7451

PaulyH wrote: »

£30 I paid for installation so should be able to recoup that and my phone charges by selling the Sky+HD box etc.

Which Sky/BIB may bill you the difference for if it's not returned,in which case they'll credit your card/account what you paid for the box if it is.

McKneff

When you rang and it took so long the first time, why didnt you ask one of them to ring you back on the second call or go to the website saynoto0870

I have had SKY for about 15 years and never a moments bother.
Customer service has always been excellent.

PaulyH

The hassle it took for them to get the box to me in the first instant suggests they'll never be able to arrange a pick up at my convenience. Plus I asked them what I should do with it and they said I could keep it for freeview.

PaulyH

I tried the asking for them to call me back do you think they did? lol

macman

PaulyH wrote: »

The hassle it took for them to get the box to me in the first instant suggests they'll never be able to arrange a pick up at my convenience. Plus I asked them what I should do with it and they said I could keep it for freeview.

You'd have a job trying to get a Sky HD box working on Freeview...

PaulyH

I'm not going to use it for that tho as I have freesat with the TV.

As stated above I'm going to sell the sky box to recover my phone charges and to compensate me for the hours on the phone to them and the half day's holiday I had to take for no reason.

macman

I hope they don't come and collect then-you won't get Freesat very well if they've taken the dish down!