Sky complaint sorted thanks to advice on this Forum

rach_01

I'd just like to thank the people on this forum who've suggested emailing Jeremy Darroch at Sky as a quick way of solving complaints.

I'm a newbie here trying to save money so I decided to downgrade my Sky package only to be told I'd been paying £15 per month for SkyBroadband since Nov 2009 when I got Sky+ installed on a cheap offer. As I'd not been checking what I was paying for each month (stupid of me but I'm learning!) I was unaware of the charge and had not ordered Sky Broadband.

I asked for the Broadband charges to be refunded and for SkyBroadband to be cancelled immediately.

I suffered the usual run around with Sky Customer Services and despite several phone calls and a letter nothing was resolved. Sky Customer Services told me there was a 'glitch' in their system and they couldn't remove SkyBroadband from my account.

I picked the email addresses up for Jeremey Darroch and Andrea Zappia ([EMAIL="andrea.zappia@bskyb.com"]andrea.zappia@bskyb.com[/EMAIL], jeremy.darroch@bskyb.com, [EMAIL="CRSupport@bskyb.com)from"]CRSupport@bskyb.com)from[/EMAIL] another post and emailed them at 11.30pm last night. I can't find the people's posts who suggested trying this in order to thank them.

By 12.30pm today Sky had called, apologised, cancelled the Broadband, refunded all Broandband charges and gave me a £25 Goodwill Gesture (plus Sky Sports at £2 per month for 6 months to try and keep me on a full package) they also confirmed everything by email.

So once again a big thanks to all of you! :T

VK-2008

thats fab! i think i may email them

do they deal with all complaints?

GranJo

the james murdoch email addy no longer exists :mad:

purplepreparer

Thanks for those email addresses. Just used them instead of snail mail to send my complaint in.

purplepreparer

Sent email just before I posted above. Just had phone call from lady at Sky Ashleigh Cormack, Executive Support Team, to be exact.

Apparently the broadband had still not been finally cancelled, but is now. Finance team to approve refund this Thursday (not money in bank as promised earlier), and it can take up to 10 days for it to hit my bank

She will listen to the earlier conversations - training issues.

Will reduce my broadband from £17/month to £12.50/month for 6 months.

And will refund cost of phone calls when I produce an itemised bill.

Roll on next year when I can cancel with them. Anyone recommend a decent broadband provider (not BT - can't use them)?

Thanks for the advice