I need sky complaints email pls

Kez1983

Nope I had bog standard TV and free Broadband - although I do have multiroom now!

tetz17

Here is an email I have just sent to the following email addresses : [EMAIL="andrea.zappia@bskyb.com"]andrea.zappia@bskyb.com[/EMAIL] [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] and [EMAIL="CRSupport@bskyb.com"]CRSupport@bskyb.com[/EMAIL]. I shall let you know of the reply I recieve.


Dear Andrea Zappia, Jeremy Darroch and Customer relations

I am writing to you to raise a grievance about the level of service we have recently received whilst trying to organise your Sky product to be installed and fitted into our new flat, during this time we have faced numerous issues caused by Sky’s lack of ability to take down accurate information and their lack of common sense. We initially signed up for your products on Saturday 3rd July 2010 and were informed that our viewing card would be sent before the engineers visit on the 10th July 2010 to our address to install our Sky Box. The box was successfully installed however our viewing card failed to arrive. After several calls to your company it was arranged for a second card to be dispatched to us; this once again failed to arrive and it was only on Tuesday 22nd July 2010 after numerous calls to your departments that it was realised that it had been sent to an incorrect address which had been kept on the system from a simple enquiry over 2 years ago. I find this both disgraceful and unbelievable that you are able to send out an engineer to the correct address but fail to send the viewing card. A further annoyance for me is the failure of your staff to follow data protection procedures correctly. Each time I have called to raise a query I have been asked to confirm my full address for data protection reasons. It is to my concern that members of staff have been allowing me to proceed further with the call when you have the incorrect address on the system. I am aware that failure to determine data protection information correctly is a gross failure on your behalf as it should not have taken over two weeks for a member of staff to realise that the address details on file were in fact incorrect.



A further contentious issue I wish to bring to your attention is the cancellation of an engineer to connect our internet without informing us, which was arranged for Monday 26th July 2010. It only came to our attention that the engineer had been cancelled when I made a further call to you in which I was dismayed and angered that the engineer had been cancelled and that we would have to wait at least a further 14 days for our internet to be connected. Due to this cancellation I will now have to take another day off work to sit around and wait for the engineer to arrive. I find this disgraceful as the internet is a highly important and necessary commodity for my educational studies and work capabilities and one of the main reasons we chose to use your company was because of the speed in which we were informed the services we signed up for would be provided. To be honest at this moment in time I am regretting changing from BT to your company and I expect to see much better changes in the future as at this moment in time I refuse to pass on good comments about your company as the service we have received is simply not good enough. I am deeply disgusted that such a large company which obviously prides itself on customer service can fail so detrimentally to meet my needs.



After speaking to a member of staff called Lindsey on Thursday 22nd July 2010, she offered us 7 months free line rental and full reimbursement of cost of the numerous calls I have made to your company as a form of compensation. Although I have reluctantly accepted this, I still do not believe that this compensates the amount of energy and time that I have put into resolving these issues.


It is now the 1st August and I have still not received an active viewing card. To make the situation even more annoying members of your staff have promised the sending of my viewing card via Royal Mail special delivery. I waited for the 3rd card and nothing arrived, I was later than told by a member of your staff that the card was sent in the standard post! I have waited 9 days and the 3rd card to arrive and it has still not arrived. I spoke with ***** today (1st August 2010) who has promised me my viewing card to be sent special delivery and will be with me by Tuesday 3rd August, although she promised her and her managers word I am not convinced I will receive it. Ialso have an engineer appointment booked for Friday 6th August and if I am not mistaken this will not go ahead without an active viewing card. This is simply not an option as I can no longer wait another 2 weeks for an engineer visit, 5 weeks is long enough!


Further to the above I would also like to confirm that the Marks and Spencer’s Vouchers we were promised when we took out the product will be sent to the correct address. As a member of a household who have previously taken out a Sky product and had to consistently chase the vouchers I expect that on this occasion the vouchers will arrive with no problems and that I will not find it necessary to call with regards to this issue.



I can assure you that if in the future we receive such poor service then we will be forced to cancel our contract and subscribe elsewhere, where our custom is going to be appreciated and where we will receive a high level of customer service.
I would greatly appreciate a response to my letter within 5 working days. You can contact me on****** or ******, alternately you can write to the address above.
Regards


******

NonGeographicalMan

tetz17 wrote: »

I can assure you that if in the future we receive such poor service then we will be forced to cancel our contract and subscribe elsewhere, where our custom is going to be appreciated

Have you considered https://www.freesat.co.uk instead or are you one of those unfortunate people who feel compelled to subscribe to Sky because you like premier league football, rugby or test match cricket?

tetz17

I love sport so going with SKY made sense. Anyway after sending the email within 5 working days I had my TV,Broadband and Line up and running. I also recieved SKY sports free for six months along with 7 months free line rental and a refund of £55 for the calls made to SKY.:j:j

christianpjames

this is a copy of a letter i sent to SKY yesterday.......


Apparently it’s the big day tomorrow. We’ve had quite a few in the last few weeks. First there was the house move on the 2nd July, so it’s not that. Then there was the final day at junior school for our eldest, so it’s not that either. Then there was the arrival of our 3rd child on the 28th July, wow that was a big day….but it’s obviously not that.

No, tomorrow is the big day when Sky, (apparently), switch on our home phone and broadband service.

So, in the 7 weeks since we asked Sky to transfer our TV, phone and broadband over to the new address, we’ve moved home, bid a fond farewell to Bowdon Church School and delivered a child into the world.

You, on the other hand, have managed to deliver a bit fat nothing. Actually that’s not true. You have managed to frustrate me to the point of exhaustion and isolate my wife when she needed the support of her friends most. Well done, good performance even by your standards.

For the record, (I know you have this all on your system but your system is prone to ‘glitches’ so I am told by your call centres), here is the trail of woe:

June 19th: I call your customer services ‘Home Movers’ department. Great start, it only takes 25 mins to get through….would have been quicker but the Home Movers option on the IVR has disappeared.
I give all the details of the new house and am assured there is nothing now for me to do….SKY will contact me when the old service has been turned off….in 7 to 10 days. ‘Is there anything at all I need to do?’ I enquired, being a bit cynical that it was that easy. ‘No, Mr James, that’s it’. Nice one, I can concentrate on the house move/child leaving school/baby then.

June 26th: I call again….just to be sure. Still no Home Movers option even though it’s publicized on the interactive service as a dedicated number….which it isn’t. ‘Oh, that’s strange’, says the guy, ‘we don’t seem to have any record of your moving home request….there may be a glitch here, I’ll sort it out now’. And so I go through everything again and he explains the whole cancelling down process which will be complete in 7 to 10 days. Ok, so not in time for our move on 2nd July, but not far off. ‘Now, is there anything I need to do’, I ask again. ‘No, Mr James, we’ll take care of it from here’.


Will you?
July 7th: No, is the answer, you won’t. I call again…this time on hold for over 40 minutes, to be told that the cancelling down will take another 24 hours. I accept this as true and go back to emptying boxes and trying to get the house straight while attending end of school performances and tending to an 8 ½ month pregnant wife.

July 14th: Oh dear, I call again and am told again that it’ll be another 24 hours as ‘there has been a glitch’ and the cancelling down hasn’t completed which is an error as it has actually cancelled but the system hasn’t recognized it. I ask to speak to a manager. I hold for a while….a long while….to be told he is on another call but he’ll get him to call me back tomorrow and then everything can be sorted with switch on in the next few days. Sincere apologies. I am now very weary and accept this.

July 15th: Now I am very angry. I call again….via the main services number because yet again the home movers service that is a dedicated number, doesn’t exist. So I wait for 35 minutes while someone looks into it and tells me, wait for it,…….there’s been a glitch and cancelling down will not be complete until the 30th July. Actually this call centre operator was good….she was honest. Didn’t tell me things would happen when they wouldn’t and gave it to me straight. ‘This happens a lot’, she said. She even confirmed that a manager was going to call me tomorrow to go through my ‘case’ and will probably offer me 6 months half price line rental as an apology. My priority is getting on line, I said….i need to keep up with emails from work and my wife is going to need to do food shopping on line and will want to communicate with friends and family before and after the birth. But I am told nothing more can be done. She’s very genuine, so I decide to wait for the manager’s call. This call takes 1 hour in total.

July 16th: still no call.
July 17th: still no call.
July 18th: still no call.
July 19th: still no call.
July 20th: still no call.
July 21st : still no call.
July 22nd : still no call.
July 23rd: still no call.
July 24th: still no call.
July 25th: still no call.
July 26th: still no call.
July 27th: still no call.
July 28th: still no call.
July 29th: still no call.
July 30th : still no call.
July 31st: still no call.
Aug 1st: still no call.
Aug 2nd : still no call.
Aug 3rd : still no call.
Aug 4th still no call.
Aug 5th still no call.
Aug 6th still no call.
Aug 7th : still no call.
Aug 8th : still no call.
Aug 9th : still no call.

So, will it happen tomorrow? Will the landline and broadband go live? We’ll see.

And will I ever get my promised call back? Don’t bank on it.

I just don’t get it. Why can’t you get these very simple things right? I’ve been paying for TV/Talk/Broadband every month for a long time. I’ve ordered films and sporting events. I am moving home and would like to continue to have these services. Isn’t that a good thing for you?

So why do you publish a Home Movers line on the interactive service that isn’t dedicated at all?
Why does the Home Movers option on the IVR appear and disappear randomly?

Why do you employ people who lie to customers?

Why do your managers not call customers back?

And why, in all seriousness, do you not seem to care one jot about your customers?

I don’t think I have ever written to a utility company like this before. I have felt like it many times, but this time I had to. And I have copied in OFCOM as I wondered if others had felt the same.

Congratulations on your award winning products SKY, by the way. Glad you have your priorities right.

Yours sincerely,


Christian James

.....it's now 11 minutes past 11am on the 10th August and......still no service on landline or broadband.

NonGeographicalMan

this is a copy of a letter i sent to SKY yesterday.......

I don’t think I have ever written to a utility company like this before. I have felt like it many times, but this time I had to. And I have copied in OFCOM as I wondered if others had felt the same.

A great and much deserved email to Sky but noting that you are new to this forum and possibly also to internet forums generally can I suggest that you perhaps join the forum again with a forum ID that certainly does not include your surname and possibly also not your first name. You could then remove this post and repost it under your new forum ID.

I suggest this only because there are sadly a small minority of unpleasant and malicious people out there (some may even be members of this forum) who have sometimes been known to get hold of people's phone numbers from directory enquiries etc and make silent calls or similar upsetting calls at odd times of the day to them. Suppose one of them is even one of the more useless Sky call advisers who has some some kind of sad grudge against his/her customers. Of course I am sure your identity in your email to the CEO will no doubt be protected from any of the more incompetent lower level staff and of course at the moment you have no publicly listed phone number for them to harrass you on in any case.

I do hope that your email will bring results and that you get your broadband and email connected quickly.

By the way have you also thought of emailing a few journalists who write articles about Sky with a copy of your email as yours does seem to be a particularly bad case with your wife now isolated at home and no phone or internet available to her.

You may find this person's experience of moving home with Sky on the Consumer Action Group forum to be broadly comparable with yours.

See https://www.consumeractiongroup.co.uk/forum/showthread.php?250346-Unhappy-Sky-customer-5-months-offline!

DanE2010

sorry to revive this thread but just wanted to say THANK YOU!! Thanks to the info provided in this thread I have just finally got my complaint with SKY sorted after getting nowhere for months! I emailed the Jeremy Darroch guy last night and recieved a phone call this morning apologising unreservedly and as a way of apologising I was offered SKY world (all the channels) at half price for 6 months, half price line rental and also credited my account with £50 and refunded me the £20 I paid to downgrade my broadband to broadband lite! (that was the basis of my complaint, long story, but to cut a long story short I asked Sky if it wud be worth me dropping from unlimited to lite broadband as I dont download etc and just surf the net, the lady on the phone said yes would be worth me doing so but will cost me £20 as was in a contract, dropped it to lite and within 2 days got an email saying id gone over my monthly usage allowance! called them up and the man said the previous advisor should of never let me drop to lite as looking at my usage I am well over the 2gb allowance every month and he would of informed me of this before I decided to go ahead, well then I was furious as I had specifically asked the lady what 2gb meant and would it be worth my while based on my usage! well then this triggered a long chain of events of poor customer service and my complaint was never dealt with and whenever I rang there wasnt any notes of the last call etc etc, I was giving up hope!)
Anyways just wanted to say thank you and also say to anyone recieving poor customer service from SKY (Its very common for them to just hang up on you!) it is worth your while putting in a complaint as they need to be made aware that the customer service on offer is not acceptable, the man I spoke to today said he is aware they have issues in their callcentres in regards to the current state of customer service and are in the process of reviewing the situation and making improvements, he also said because I had emailed that Jermemy guy they are required to follow my complaint and write a report on the action they have taken to resolve the situation so I know for a fact now that what I have said will be used to improve the service they offer to their customers as a whole so it was well worth my while writing my lengthy email!

NonGeographicalMan

DanE2010 wrote: »

sorry to revive this thread but just wanted to say THANK YOU!! Thanks to the info provided in this thread I have just finally got my complaint with SKY sorted after getting nowhere for months!

Its good to hear that emailing Jeremy Darroch finally got you some sort of satisfaction and even though I'm sure he doesn't deal with the complaints personally (I expect he gets a monthly summary report though of the items where people get angry and frustrated enough to need to complain to him personally) just the fact that you get some kind of satisfactory resolution and that the idiot customer service staff at the coal face who tried to brush off your telephone complaint hopefully get some hassle over how they handled it provides a feeling of some sort of worthwhile outcome.

Speaking personally though I now prefer to remain totally unsubscribed to Sky and just pay for the Eurosport Player for a month at £3.99 a month twice a year when I need to watch the Dakar rally and the Le Mans 24 hours. The only other thing I ever watched on Sky pay channels was Air Crash Investigations and all the episodes of that currently seem to be available to watch for free on YouTube.....

chloedanielle

Hi I have got numerous complaints about sky both my dad and step-dad have had similiar problems. Firstly I had a sales guy come to my door and offered me the sky package for £40 I then had a bill for £70, today i recieved a bill from virgin for £90 because the letter that sky sent them was to only cancel the tv and not the phone and broadband so why should I have to pay for sky's mistakes?! The broadband with sky is absolutely useless and loses the connection all the time, I have been able to cancel the phone and broadband with them because they were under the 30 day cancellation period but I want to cancel the tv and have nothing to do with with sky ever again, as iv spoken to them continuously for the past three weeks and they have done nothing to resolve my issues. They say I cannot cancel my tv because of the 12 month contract but surely because of these complaints i should be able to cancel regaurless of the 12 month contract!! When contacting sky it takes ages to get through and I have been cut off loads of times and had to ring back. If I would of had the bill and broadband installed within the tvs 30 day cancellation period then I would of cancelled then so how is it fair that because sky take there time to install braodband and send me my first bill i cannot cancel?

yonz101

Just to say a big thanks to this thread, I wouldn't normally post on threads but felt compelled to register and share my experience.

High level complaints should be sent to [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] (the current CEO as James Murdoch left Sky to run the parent Murdoch Newscorp operation some time ago) with cc to [EMAIL="CRSupport@bskyb.com"]CRSupport@bskyb.com[/EMAIL]

I took the above advice after failing to have my complaint recognised by the sky customer service department, who flatly refused my refund request. After sending an email to the above I received a call from a lady in Jeremy Darrochs office who apologised for the inconvenience caused and provided a full refund.

I had been charged £39 for the installation of a phone line and a BT engineer visit. both of which i didn't require due to the property already having a phone line and the previous tenant also having sky broadband. i tried on 3 occasions before the engineer visit to explain this to sky who insisted on the engineer visit.

when the engineer did visit he stated all the work needed to be done at the exchange, again something i said to sky.

on phoning sky back to say i had been incorrectly charged, they then started to say the £39 was for the 'activation' of a phone line, not the 'installation'. which are clearly two very different things. not according to sky. anyway, after being passed up the supervisor chain 3 times they refused to recognised that i had been billed for something i didn't require and insisted that the charge was fair and refused a refund.

the email to Jeremy Darroch clearly did the trick and one day later I received an apology and a refund.

power to the people.