Another Nightmare Sky Engineer Visit

fleetingmind

A month or so ago we had a Sky Engineer visit to fix/replace my broken Sky + box. Was told on more than one occasion they would be with us between 8 and 1pm.
Wife makes plans with work and kids etc etc
Sky turn up at 5pm. Wife misses appointment and has to take whole day off school.
Sky offered 25% off for 6 months.

Got offered Sky HD box with install for £30 (Money was shown as for the install) but no Sky HD sub as I'm not fussed by it and can't afford it so I would only get BBC HD, ITV HD and CH HD etc.
Told twice engineer they would be with us between 1 and 5pm.
Day off for wife and a PM visit will not matter with picking up kids from playschool.
Get phone call from Sky engineer on the morning saying they will be with us between 10 and 1pm!!
Wife makes plans for her mum to pick up the kids from playschool. Sky arrive 1:05pm!!

I wanted my Sky + box put into my bedroom so after enquiring on here about the engineer visit I was advised that the engineer would be told to just swap the boxes over and wouldn't have time to install a new line.
So I phoned up on Friday saying I want my Sky box moved and after getting cut off 2 times they said it would not be a problem and they would advise the engineer.

When they get to the house all they have on their job sheet is to switch the boxes. So they fitted the HD box and said they would advise Sky we need another visit.
I asked them to test the lines signals and they said it was approx 90% and when they come again they should to a maintenance on it.
They engineer also sorted out ITV HD for me but it is unwatchable as the picture and sound keeps on being lost.

When I went to settings and looked at the signal strength (Assuming it is for the inputs and not the channel) the second input was at about 90% I would say but the first one was at about 65%-75% which I assume would be the reason behind the poor picture on ITV HD (Does it need more signal then the other channels?)

What can't Sky liaise with their engineers better. it's not hard. If you can't give a time just say it they will come sometime on that whole day. At least you would know.

When I was flicking through my channels I noticed I had Sky Sports HD. I went online to view my Sky package and it says Sky HD Sub. However It doesn't state the price if it is free or if they are still charging me.

spike7451

Actually it is.
Sky cannot give you an accurate time due to the run the installer is given & the amount of work.The guy who came to fit my HD had 12 jobs on that day. (4 HD,3 Multi room & servicecalls) therefore the installers are prevented from taking on extra work due to the amount of work they have to do.
When I was with Sky,I was regulary driving 30 miles to get to my first job &,in total driving over 150 miles a day from leaving the house to getting home.
You dont know how large a job is until you get there either so it could be a small bungalow or a large mansion,Sky dont care,they give you the same time to do the job either way.
Also when I was with them,we could'nt call the customer directly,we had to phone Sky,go on hold until they answered & they'd call the customer & put us thru.So a lot of us ended up useing our own mobiles to call the cust to save time.
Sky's incompetence & the way we were treated was one of the reasone I left.

Kurtis_Blue

fleetingmind wrote: »

Sky offer £25 off for 6 months.
.

Are you saying they have paid you £150 for there late arrival? its annoying when things go wrong but that goes above and beyond an apology for a mistake.

ITV HD is not part of Sky so isn't really any cause for complaint, and I cant see why it would be the only channel breaking up, very strange, try and find another channel breaking so you have cause to get them back.

fleetingmind

spike7451 wrote: »

Actually it is.
Sky cannot give you an accurate time due to the run the installer is given & the amount of work.The guy who came to fit my HD had 12 jobs on that day. (4 HD,3 Multi room & servicecalls) therefore the installers are prevented from taking on extra work due to the amount of work they have to do.
When I was with Sky,I was regulary driving 30 miles to get to my first job &,in total driving over 150 miles a day from leaving the house to getting home.
You dont know how large a job is until you get there either so it could be a small bungalow or a large mansion,Sky dont care,they give you the same time to do the job either way.
Also when I was with them,we could'nt call the customer directly,we had to phone Sky,go on hold until they answered & they'd call the customer & put us thru.So a lot of us ended up useing our own mobiles to call the cust to save time.
Sky's incompetence & the way we were treated was one of the reasone I left.

I understand it is not the engineers fault. It was SKY that offered me the time slots. Second time I asked if they were able to offer AM or PM due to last engineer visit and was told of course they could.
I wouldn't have a problem if they said it was between 8-5pm but it was their insistance they could offer me a approx time.

My wife saw his job sheet and it did say it was a swap box job. I had called sky beforehand to make sure it wasn't just this but to move the box.

My beef is not with the engineer but Sky who make promises to you then don't pass on the info to the engineer.

fleetingmind

Kurtis_Blue wrote: »

Are you saying they have paid you £150 for there late arrival? its annoying when things go wrong but that goes above and beyond an apology for a mistake.

ITV HD is not part of Sky so isn't really any cause for complaint, and I cant see why it would be the only channel breaking up, very strange, try and find another channel breaking so you have cause to get them back.

Sorry was supposed to be % instead of £.

Happens on Sky Sports as well. Watching United v Liverpool on Saturday the picture froze approx 6 times.

Kurtis_Blue

fleetingmind wrote: »

Sorry was supposed to be % instead of £.

Happens on Sky Sports as well. Watching United v Liverpool on Saturday the picture froze approx 6 times.

Have a look at the F-connectors at the box, but get them back to fix if its nothing obvious, they may try and charge due to it being an old installation but hold your ground.

spike7451

fleetingmind wrote: »

I understand it is not the engineers fault. It was SKY that offered me the time slots. Second time I asked if they were able to offer AM or PM due to last engineer visit and was told of course they could.
I wouldn't have a problem if they said it was between 8-5pm but it was their insistance they could offer me a approx time.

My wife saw his job sheet and it did say it was a swap box job. I had called sky beforehand to make sure it wasn't just this but to move the box.

My beef is not with the engineer but Sky who make promises to you then don't pass on the info to the engineer.

Sorry if my post came accross the wrong way,I totally agree that the people in the Sky call centers dont know their a*** from their elbow.They oftem promise things that the,in all reality,should'nt.