Help with Sky letter to Jeremy Darroch

css

Hey all, im thinking of writing a letter to the sky CEO Mr Jeremy Darroch for a couple of reasons

1) had a problem between being offered a really good deal from sky adn when i rang to accept it there was no record of it, Since then all offers and deals have been crap

2) It seems that when writing to him directly even though someone else always repsonds they normally get given a good deal as some sort of goodwill gesture

Would the below letter be fine to send to him, also should i attach the email via word or just type it up in the email??

cheers, in advance people
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Dear Mr Darroch,

I wish to complain about the procedure and information I wasgiven while trying to cancel my sky subscription on 17th November2012.

I apologise in advance of the length and detail that thisemail contains.

When I originally rang and spoke to someone in the cancellationsdepartment, I believe his name was Gary I was offered the following which wouldkeep me with sky:



1) 2 TB HD Box -£49.00

2) Installationof the above box - £60.00

3) Sky HD packdiscounted - £2.50

4) Skyentertainment extra pack (my current pack) with sky movies - £21.00 for 9months than increase to £42.00 if movies are kept



I would have taken the above deal as it was similar to thedeal offered to me by virgin and as I have been with sky for approximately15year or more and have had no problems or complaint with the service in thepast i would like to have stayed.

I accepted the deal as above but then a problem arose withsome computer system so the agent said he would call me back either the sameday or the next day, alternatively I could also call back.

The same day we suffered a family emergency in India andwithin the same week had flown abroad missing any calls from Sky, upon arrivingback I rang sky to again accept the deal and also arrange the installation butnothing could be found on the system only the HD Pack offer and even that wasfor £5.00 not the original £2.50, even though the original agent said he wouldleave it on the system as there was an error on sky’s systems at that time.

Also after looking on the my sky system it seems I ameligible to receive the 2TB HD box withstandard set up for free if I also take the HD pack, but again the agentscannot help me with this even though I talking to them whilst also looking atthe offer

I’ve since talked to a few agents but none could match thedeal originally offered to me and even they say that you could just try andring everyday and you may get a better deal.

Since it is not possible for me to ring everyday both timewise and from a financial point of view I am surprised that the agents evensuggest this.



I would simply like to ask if sky could implement betterprocedures to save the deals offered as things can go wrong on both sides(sky’s and the customers’) but I believe these points are being missed and assuch other companies can offer better deals. Not only that but there offers aresaved on the system so you can just call back and accept the offer such as whathappened with me and my Virgin broadband system. Again I rang them afterarriving back into the country and the offer was ready for me to accept.

In all my time being with sky this is the one and only bigproblem or issue I have encountered and as such no-one has been able to help meresolve this.

I would appreciate your help and response to the abovematter and look forward to your reply

[EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

Yours Sincerely,
..................................................................................................................................

superbigal36

Gary Can't have been taking notes on their system which suprises me.
I agreed a deal which included my multiroom at £2.50 for 12 months.
I also asked them to keep on file that i could extend this deal to a further multiroom at £2.50 (Plus £60 install & £49 2T Box) when I had contemplated.
Month later call to Sky. Agent cant do deal but can see offer on record. Agent gets approval from boss and installation agreed.
Even more interesting my account shows after installation NO DISCOUNTs on the 2nd multi-room. Call Sky and helpful advisor says previous agent had no authority for this discount. However again all details in front of her in black and white. She seemed almost suicidal on the phone. Hopefully not my tone.
I suspect the fact I also kidded on that Sky could come back and collect all their equipment led to an email apologising and the discount applied.

css

nice one superbigal, ive know rang sky 3 times to cancel (and well to get a deal) this last time (just 10 mins ago) i was ready to cancel but thought i should at least send this letter to mr darroch first to see what response i get then take it from there

Also people should i just copy and paste this to my email account or can i attach it as a word file??

css

ok people i emailed the complaints team at sky and pretty much sent the email above but decreased some of the faff.

The following was their reponse:
.........................................................................
I understand that you are unhappy as you were unable to receive the offers on your account.


The offers which was offered to you was a point of call offer hence we are unable to activate it at this moment.


I would like to inform that some offers are provided for a specific time and they keep on changing frequently.


The best way for you to get the most up to date information about offers would be to check out our website at: http://www.sky.com/shop/bundles-offers/customer-offers/


You will be informed about any new offers that are suitable to your account via emails or calls.


To know about existing offers you can contact our Customer service Team on 08442 41 41 41.



You can access your account information at the following link: https://mysky.sky.com/portal/site/skycom/mysky


You can view bills, historical statements, track your order, upgrade your package, edit your profile, reset your TV PIN and much more with your Sky ID and password.


I hope this information has helped with your enquiry. If you require any further assistance, you can respond to my email.


Kind regards

Chetan
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Pretty much crap response imo, i shall now be emailing mr jd which is what i should have done before tbh but thought id try and see if the cs or complaints could help first.

Ill probably add that im not happy with the reponse i recieved and that its not something i would expect from a cs team especially at sky.

Anything else people??

won1888

You tried to cancel your Sky subscription on 17th Nov 2012 yet 6 weeks later, you are still moaning about Sky. If you were serious about leaving Sky, your 1 months notice would've passed by now. If Sky are so bad, leave and move to another service provider or are you just looking for a reduced deal and they are calling your bluff.

[Deleted User]

won1888 wrote: »

are you just looking for a reduced deal and they are calling your bluff.

That's very apparent from the Op's original post.

css wrote: »

I originally rang and spoke to someone in the cancellations department, I was offered the following which would keep me with sky

css

Ok people i emailed mr darroch last weds and on thursday got a phone call from gemma from the executive team however i missed it so talked to her today and she said:

'all promotions can change on a daily or weekly basis, and if she couldnt give exactly the same deal she would try and come close'

The 1st point was sorting out the 2TB box which i can alway get for £109 not really a big point but she goes its best to actually get this booked in first then we can talk about the hd and other packs

I also double checked with her if we cant come to an agreement over the price of hd channels that i can keep the box for the agreed price of £109

Just wondering has anyone else had the same thing happen to them that get 1 deal and then we'll discuss the rest??

superbigal36

Isolating TV for a minute. I have found if you take equipment then that does usually lead to ability to discount. especially where the equipment actually means a new product. IE If your new equipment was part of a MR & HD upgrade then they can normally offer both of those services discounted from £10.25 to £2.50 a month.
In my case I took the same £109 equipment upgrade as part of an extra MR installation. I got all of my MRs discounted and my HD (Already had) discounted to £2.50 for 12 months. My main TV package (Inc Sports and Movies) was discounted 25% for the 12 months. You appear to be looking for a 50% TV deal which is not going to happen in my opinion if you get your HD discounted. Ask for 25%.