Sky - not very happy.

muddyl

Hi all,

I would like other opinions on this please. Am I being unfair/unreasonable or not?

Ok. We bought a HD 2tb box for our daughter for Christmas as a multi room.
First engineer came round new years eve. Obviously wanted to get home quick. I asked if it needed a phone line fitting and he said these new boxes did not need it - total crap.
Anyway, I rang up on the 1st Jan as the box was not working. I found out it did need a phone line and that he had not even attempted to activate the viewing card. He had also left rubbish in the back garden and the plastic cover that seals the cable's entry point had not been sealed and it was cracked with a nail protruding an inch. Potentially letting water into the wall cavity causing damage to the property.

I was asked to call back on the second as the engineer department was closed new year’s day. When I called back they arranged another engineer to come out the 4th and was told to call back when the installation was complete to arrange compensation as the operator agreed that we had paid £60 for an installation that my 2 year old could have done. (Also had a new viewing card ordered as the first was faulty which we would have found out earlier had the first engineer attempted to set it up).

Second engineer came and he was great. Set up the phone line quick. Confirmed the cover had not been sealed which he then did.

Left it a few days to check the box was working correctly then called Sky back up.
My main Sky box is becoming faulty (hard drive starting to fail) so asked if we could have a new box at a reduced price because of the problems. I was told a box would be £309 (2TB one) and that no compensation was due. If I didn’t like that then I would have to put a complaint in.

I put a complaint in on the 10th, received automated receipt from Sky stating someone would be in touch in 24hours. 6 days later there was nothing so I called up to cancel.
This time it was agreed that something should be done. I was offered one mutli room subscription free for 12 months, so about £120 over the year. I asked if that could be taken off the cost of a box (which she said normally cost £250, so different price again) and they won’t do it.

We pay £97.25 per month for all of our Sky package not including calls. We have been a customers of sky for 16 years.
I’ve just paid for a replacement modem and one of the wifi things for the on-demand plus bit.
It took two years of arguing over our internet for them to admit fault with another issue and I never even got an apology over that.

Am I asking too much to have a replacement box cheap? With how much we pay I won’t be buying another box should ours fail. I'll either put another hard drive in myself or cancel the lot.

Sky say they value their customers. I certainly don’t feel valued right now!

/rant. Opinions please.


:mad:

Paul_01

It sounds like you're dealing with a department that is unable to do what you're asking re discounting the box. They have agreed a 'compensation' award equivalent to £120, and can obviously apply this to your account as a credit towards your multiroom. They are probably simply not able to discount the box on their screen.

Maybe try to go through a more senior email address via the CEO email? (I'm not sure what an up to date one is, but I've seen it posted before and it seems to get results).

bengalknights

email Jeremy Darroch

jeremy.darroch@bskyb.com

muddyl

Thanks for that, I'll give that email a go and see if anything comes from it.

Paul_01

Let us know how you get on.

muddyl

Ive not sent off an email yet, however I have received one from the complaints department.
It says that they can see that we had two credits to our account.
One for £60 for the engineer. Now this was because they had to arrange a second engineer. As this was to correct the first engineers mistaked we were of course not liable for the charge. So they charged it to our account then credited it straight back. So the person thats just got back to me obviously cant read her system as this was not a "goodwill gesture", it was because they messed up and couldnt charge us again.

It also had a second credit on for £4.00, though i dont know what for. As such she stated we are due nothing more.

I used to work as a team manager in a call center, one that used to look after a Sky contract for that matter and I would have never allowed agents to reply without first fully understanding the situation.

Sky is a joke.

Moneymaker

Sometimes when you want something, you have to work at it. 20% of Sky's employees don't know what they're doing. But that applies to every company and every government department. Persevere and you'll find somebody competent enough to make the decision that you want. Nobody ever said money saving is easy.

chanz4

buy a box of ebay, a lot cheaper

muddyl

Update:

After emailing Jeremy Darroch I got a response from a very helpful lady.
End result is we now have a 2 tb box installed (£50) and a £60 credit as a goodwill gesture.

It goes to show they are capable of doing it, you just need to find the right person.