ABCA Systems (Sky installer) complaint - advice needed!

gj87

Hello,

I had sky installed in February, and the reception has slowly gone downhill ever since, to the point where in June, I couldn’t watch the TV for half an hour without it cutting out (even in glorious sunshine!).
I eventually found out through their customer services that their subcontractor, ABCA Systems, would have to come out and fix the problem. ABCA charge £65, regardless of whether your dish and installation are still in warranty – no payment, no engineer. If the dish is damaged, it’s your responsibility and you don’t get a refund – if it’s an installation problem you do.

The engineer came out three weeks ago, took one look at the ‘signal issues’ part of the trouble-shooter menu and suggested it’d be a problem with the line in cable not being attached to the dish. So, up on the roof he went, did his thing, and sure enough – not a single problem since. He told me that the line 2 input cable hadn’t been screwed in properly when it was installed, so over time it had worked its way out and that’s why my signal was so bad.

So, I waited for my refund from ABCA… and sure enough it didn’t come. After several chasing phone calls, I was told today that the engineer (a subcontractor, not an ABCA employee) had ticked the “weather damage” box – therefore making the warranty invalid and meaning I wasn’t entitled to a refund. I protested, told him exactly the conversation I had, I was put on hold for 7 minutes while he “contacted the engineer” (no idea how he has a subcontractor’s employee phone number…) and confirmed that it was weather damage. I asked for his senior manager to call me tomorrow, but I’m concerned that I’ll be fobbed off yet again.

Does anyone have any advice or experience dealing with ABCA or any words of wisdom? I am so frustrated at having essentially been told I’m a liar, just so that they can keep my money!

Thanks.

jem16

No experience of them but I'd still be putting in a complaint to Sky as it's their subcontractor. I'm assuming that Sky organised this for you as opposed to yourself?

If it was Sky email the CEO - it's then usually passed onto the executive complaints department. ( jeremy.darroch@sky.com )

gj87

Thanks Jem16 - very useful! No unfortunately Sky were useless - told me that as I had used ABCA to install, I had to phone them directly to arrange the engineer visit etc so they've tried to absolve themselves of anything!

jem16

gj87 wrote: »

No unfortunately Sky were useless - told me that as I had used ABCA to install, I had to phone them directly to arrange the engineer visit etc so they've tried to absolve themselves of anything!

Sometimes Sky put the work out to subcontractors as opposed to using their own "engineers". So if you ordered via Sky directly and they sent out the subcontractor then there should be no issue.

Where the issues arise is when you order Sky yourself via an independent installer.

So which of the above did you do?

I would still contact the CEO and explain politely that you feel very let down by the people who installed Sky for you and it does not do Sky's reputation much good to have subcontractors who behave in this way. Don't get angry but just explain the situation and ask if there is anything that could be done.

gj87

My initial contact with Sky at the beginning of the year was through their website. Somemeone from ABCA called me back to arrange the installation (not Sky themselves). I suspect that ABCA have the sales contract for my area as well as the installation contract, but it wasn't hugely clear when I signed up!
Sky informed me that I would have to deal with ABCA directly as they have the installation contract in my area, so it's them that deal with installation warranty issues.
You're right - this is where my issues are. ABCA have their customers over a barrel. Sky would have sent an engineer out for free - I had to pay.
I'll certainly contact the CEO, thanks for the contact details and the advice!

diamonds

Defective work of a third party comes under the contractor, in your case Sky, if Sooty and Sweep were subcontracted to put in your dish for Sky, Sky would need to take that up with S&S for remedial work.

brewerdave

Weird to have to pay a third party -especially inside warranty period -the only time I had an "engineer's " visit I paid a reduced call out charge to Sky direct -and that was some 3 years after installation -he was a subbie too.

gj87

Thanks all, that's really helpful. Waiting for my phone call from a manager ABCA - if I don't hear from them today it'll be a complaint in writing!


Brewerdave - this is what is so annoying, the only way I could get the engineer out was to pay so there was no way I was ever going to get a refund, it's easy money for them, but because of where I live they subcontract! Grr!

jaybeetoo

They are not "engineers"!