just sent this to james murdoch (sky)

maka_2

Dear james murdoch
my account number is *** password is ***.
I am writing to you this evening a very upset loyal customer,
Back in july 2006 i moved house and wanted to cancel my subscription as i was not willing to pay £60 to sky to move a dish.
on getting through to the cancellation department i was offered your sky+ product at a rate of £49.00including installation this i was happy with.
on the day of installation the engineer did not arrive nore did he call to explain what was going on.
So i took it upon myself to contact your customer services dept to which i was informed he had for some reason gone to my old address.
I was then put through to a team leader called marcus in richmond who was very sorry that this had happened and he agreed to refund me the £49.00 i had spent to cover my loose of earnings through taking time off work. he explained to me that he would have to set up a new installation and charge me AGAIN £49.00 but promised this would be refunded within 24hrs so i agreed on the basis that both amounts of £49.00 total £98 was refunded to my credit card.
yet once the 24hrs had expired no refund was allocated to my card so yet again i was forced to call sky to find out what was going on.
When i finally got through i was told that it takes 14days to refund anybody not the 24hrs i was expecting.
time passed and finally on the 27/06/06 a refund was added to my account, problem being it was for only £49.00 some £49.00 short.so again i called around the 13/08/06 and was told it is going through in the next 24hrs so i waited a further 5days until the 18/08/06 and checked again STILL NO REFUND. so YET AGAIN i was forced to call sky 2hrs and 30mins later this is what i was told by ryan another team leader at richmond office that both refunds had gone through and i need to send my statements through to your office in mackintosh rd, Livingston. THIS I WILL BE DOING as i understand that you need proof. But there are other problems aside from this £49.00.
1st being i was miss sold your product - I WAS NOT INFORMED I WOULD BE CHARGED AN EXTRA £10.00 a month on top of my normal subscription. I was also informed that i WOULD NOT be entering into another 12 month contract as i have been with sky for sometime. This i have now been informed is not the case. and i have also am being charged £16.48 for sky box office product that were 11 and 12 months old. i cannot believe that a company of this size takes 12 months to charge someone.
Now this will make you laugh while i was on the phone to your richmond office as i stated before ryan informed me that my cooling of period ended on the 19/08/06. I have been with holding payment as this £49.00 is mine and is missing but on the other hand i did state as soon as my Moines are returned sky will be paid. ryan then informed me that i would need to cancel my account tonight otherwise i would enter into this 12 month contract but because there is this outstanding balance the account cannot be cancelled so i suggest getting my cooling off period extended until both parties had got this sorted to which i was told tough you contract will take effect as of 19/08/06. i explained that this was impossible but this feel on deaf ears.
I even tried being flexible buy stating if they removed my charges of £3.00 subscription applied on the 19/07/06 also £10.00 subscription applied on the 27/07/06 and £10.00subscription due to be applied on the 28/08/06 as i was not informed this charged was in existence.
so i said if they will be willing to remove this charges as a gesture of goodwill then i would except a new contract for 12 months and just carry on as before, i was told this would not happen.
One last thing i was informed that i needed to cancel my d/d as my bill was incorrect every month it has now come to light that i have been being charged £4.00 a month since February 06 for admin even though i was told to cancel it.
i have just also noticed on the statement that i have been sent clearly states only 1 refund of £49.00 so surly if they have both gone through they would both appear on my sky statement????
This is what i am after from sky

1-£49.00 refunded within 24hrs back to my credit card once you receive proof that it has not been applied

2- All £4.00 admin charges that have been applied to be refunded.

3- The outstanding amount on my account is wiped as a gesture of goodwill due to very poor customer services on skys behalf.

do you think this was a good idea or will i get no where??

mountainofdebt

Well first off I wouldn't quote your password.

Then assuming you have copied and pasted your letter - to be honest - I think it needs to be 'scrubbed' up a little - for my liking it doesn't read as a professional letter just someone having a moan and there seems to be far too many I said this and he said that in it.

Would also start the letter For the attention of Jame Murdoch Esq, and then Dear Sirs.

In my experience, the more concise the letter and more professionally written, the better results I get.

As for whether you will get any where - if you don't ask you definitely don't get!

deanos

I can explain the box office part, i assume you didnt have you phone line plugged in on the old box ?

So the movies you bought is saved onto the sim on your viewing card, when your new box was installed the phone lead was plugged in and the fitter made it dial out which would have sent the movies you bought a few months back, exactly the same happened to me

_Andy_

Maka, like mountain says, the letter needs work on it - i.e. fix the spelling and grammatical errors. Also lose the capital letters, it's too emotive.

Also why are you sending it to James Murdoch, why not send it to a customer service manager, where it will be dealt with more promptly?

deanos

_Andy_ wrote:

Also why are you sending it to James Murdoch, why not send it to a customer service manager, where it will be dealt with more promptly?

Its best to go to JM's office as it will be delt with more quickly, he dosent actually read them but it goes to a special teams office apparently

_Andy_

Ah OK cool, thanks for the info Deanos

kuohu

maka wrote:

This is what i am after from sky

1-£49.00 refunded within 24hrs back to my credit card once you receive proof that it has not been applied

2- All £4.00 admin charges that have been applied to be refunded.

3- The outstanding amount on my account is wiped as a gesture of goodwill due to very poor customer services on skys behalf.

How much is the outstanding amount on the account then?

And why not send the proof required for item 1 together with the letter?

Good luck.

maka_2

_Andy_ wrote:

Maka, like mountain says, the letter needs work on it - i.e. fix the spelling and grammatical errors. Also lose the capital letters, it's too emotive.

Also why are you sending it to James Murdoch, why not send it to a customer service manager, where it will be dealt with more promptly?

i have tried sending it to the customer service manager and got no where apart from the same old story

_Andy_

Ah ok cool..good luck with it all

denise38

I had problems with installation or non installation of my sky+ last year and caught the installers lying to sky. I had proof they had lied . I was banging my head against a brick wall so i also took the step of emailing Mr Murdoch. Some nice person on the boards gave me his email address.
Within 24 hours of receiving my email I had someone on the phone who was willing to sort things out . I got my sky+ installed by fitter from Sky and not the cowboy company they were using at the time and the fitter phoned me the night before to tell me what time he was coming. I then had a call back to make sure everything was fitted and working and got £40 Marks and Spencers vouchers as an apology.
Don't think I would have had a result at all had I not emailed.

jooles5a

Hi
You'll probably find the missing credit has been posted to your Sky a/c - I know what you're thinking.....that that's not what the Sky people said. I agree but having had the same trouble myself some years ago, having spoken to the team leader with the customer-handling skills of Neanderthal Man (don't recall him being in Richmond), having written a very long letter of complaint, FINALLY, they told me that's what had happened. Didn't get any M & S vouchers tho !!

Good Luck !!

:rolleyes: