sky box faulty, what to expect?

macman

Sky will do just that, but it's not contractual, you have to ask for it. Presumably enough people are happy to fork out £65 for a service call or they would change their business model to the one that VM use, whereby the equipment is leased. And then increase their prices to cover the extra overheads of maintaining boxes and dishes.
Sky are mainly interested in building revenue per customer (mainly in recent years by pushing the sale of triple play packages), not so much in retaining customers who are on the minimum TV sub only.

[Deleted User]

macman wrote: »

Sky are mainly interested in building revenue per customer (mainly in recent years by pushing the sale of triple play packages), not so much in retaining customers who are on the minimum TV sub only.

My point of view is that Sky should offer a free replacement box to long term subscribers as a loyalty bonus. I said nothing about them having a "minimum TV sub" or about Sky adopting Virgin's practice of leasing the equipment to all customers.
The problem with advertising that they will indeed replace equipment if pushed is that they'd lose the valuable revenue stream from people who think Sky's insurance is good value for money...

donnajunkie

macman wrote: »

Why? The terms are that the box, dish and LNB are not leased, they belongs to the subscriber, except with a 12m warranty. Just like most broadband contracts when the router is provided 'free'. If it breaks, it's the customer's problem, unless they care to blag a replacement FOC.

yes but the terms are designed that way by them for a reason. they dont give you the option to have it like you would with virgin media.

donnajunkie

well the engineer came first thing this morning. we explained what had happened. he tried to turn it on himself and then said i think its reached the end of its life. he talked some techie stuff regarding why he thinks it went wrong. i cant remember exactly. it was early. i think he refered to something called a capacitor. not sure though. anyway he just went to his van and replaced it with another box.

JimmyTheWig

donnajunkie wrote: »

i think he refered to something called a capacitor. not sure though.

A flux capacitor, maybe? That would help with the Sky+ features!

anyway he just went to his van and replaced it with another box.

For free? Nice one, if so.

donnajunkie

JimmyTheWig wrote: »

A flux capacitor, maybe? That would help with the Sky+ features!


For free? Nice one, if so.

lol, yeah like i said not sure. i am not a morning person.

well he certainly didnt mention anything about charging for the box.

JimmyTheWig

Sounds like you got a good deal.
Nice one, Sky.

miss_trust_2

donnajunkie wrote: »

thanks.
i wonder if which call centre you get through to has an impact. i am pretty sure they have a call centre in the uk and in india.

nope it doesn't matter where the call centre is, the only thing they can offer a customer is what offers show on the system - if there is nothing there they cannot offer you anything, if there are deals available there are usually a couple of different ones with different prices, remember though new box, new 12 month contract! Cancellations (known as retentions in skyland) usually have better offers that other departments as they are the last stop before customer cancels (yes I did work for them at one point in my life)