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I need sky complaints email pls
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I would just like to say a huge thanks - took your advice and emailed the following people about my complaint after numerous phone calls to no avial regarding getting BROADBAND & TALK reinstalled at my new home - I had a phone call from David Hunter at SKY within the hour WOOHOO Its getting sorted at LONG LAST Thanks again:jHere 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
******0 -
I would just like to say a huge thanks - took your advice and emailed the following people about my complaint after numerous phone calls to no avial regarding getting BROADBAND & TALK reinstalled at my new home - I had a phone call from David Hunter at SKY within the hour WOOHOO Its getting sorted at LONG LAST Thanks again:j
Very good news indeed that you have got action in the end but why does the official customer service escalation route always fail to satisfactorily address and resolve these longstanding issues.:eek::mad:0 -
Hey folks.
I had a problem with SKY recently and after googling trying to find some more info I came across this site and thread.
I used the email addresses as previously used by some members to try and finally get things sorted.
This is the email I sent:
Dear Andrea Zappia, Jeremy Darroch and Customer relations.
I am writing to you to raise a grievance about them level of service I recently received whilst trying to organise Sky to be installed to our new home.
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 have no led to this email to your good selves.
We moved house on the 21st of July 2010.
The change over with our sky account to the new address was arranged with the TV packaged being transferred the day we moved in (21st July).
Sky sent an engineer to fit a new sky dish and plug the set top box in and all was well.
The phone line was arranged to be activated a week later.
This did not happen and so after spending over 67 hours over a period of roughly 6 weeks (MOSTLY ON HOLD I MAY ADD) and over £20 in call charges later we find that Sky can not offer us a phone line due to the cancellation times!
It turns out that Sky mixed the post codes up when ordering the line for our new house, even though an engineer fitted a Sky dish and we also received letters from Sky to the new address with the correct postcode on???
Sky ordered a phone line to be connected to the wrong house and said it would take 30 days to cancel off before re ordering with the correct address.
We had to wait as Sky only allow 1 line per household and so I rang back as arranged to be told we had to wait longer as it still was not off the system.
We were then told it was going to take 90 days now to be cancelled and off the system altogether before a date could be set to order the line for us and in the mean time we still have no internet and no phone to use!
Sky then suggested they cancel the contract due to the circumstances and re order it in my spouses name as that would be a different account number, different household so we agreed and within no time at all we had all of our services up and running.
Why they didnt suggest this in the first place I do not know!
I was informed I could request a refund for the unnecessary call charges I had incurred so I sent a letter off to customer services with the phone bills attached showing the amounts spent which came to just over £20.
Instead of getting my refund I have today received a letter to say that I owe Sky £18.36 and on top of that their is a product and service charge of £149.49 to be added, as the account was cancelled whilst still under contract so a total demanding £167.85!!!
I have tried several times today to ring Sky (14th December) only to be told "the systems are down" and I should ring back tomorrow so I have decided I am no longer going to waste my time stuck on hold for over 20 minutes at a time to find I have to ring back again and again which is costing ME more and more money.
My next step is to have my solicitor deal with it as I feel I am talking to a brick wall and getting more and more into an unnecessary debt let alone the extra stress its putting onto me mentally.
Here are my account details to help you look into the problem:
Lee ********
** ********* ****
Newcastle Upon Tyne
N** ***
Account number: 6**********.
I can assure you that if in the future we receive such poor service then we will be forced to cancel our contract and take our custom elsewhere, where our custom will be appreciated and where we will receive a high level of customer service.
You can correspond via email, letter or alternatively feel free to ring me on ***********.
Kindest regards,
I received a response within 1 hour of that email being sent.
They have written off both the service charge (Which I didnt owe anyway) and also the £18.36 I did owe which I had already said previously when they refund me the call charges I will pay them.
They also credited my partners account with £20 to cover the call charges.
I also recieved a phone call from the same woman to check I was happy and to apologise about the level of service.
She added SKY would be making some changes to their system, partly down to my case which I suspect I must be alone and this has probably happened to others.
So a big thank you to everyone on this site!! :T0 -
I received a response within 1 hour of that email being sent.
They have written off both the service charge (Which I didnt owe anyway) and also the £18.36 I did owe which I had already said previously when they refund me the call charges I will pay them.
They also credited my partners account with £20 to cover the call charges.
I also recieved a phone call from the same woman to check I was happy and to apologise about the level of service. She added SKY would be making some changes to their system, partly down to my case which I suspect I must not be alone and this has probably happened to others.
Well done on finally getting some satisfaction with Sky but as usual it has taken a letter to senior management to achieve this because the moronic muppetts in their customer service department are totally incapable of solving any serious problem and never honour any of their promises.
Sky always claim that they will learn from these appalling incidents and improve their systems to stop it happening again but they never do because they like a massive out of control oil tanker totally incapable of changing their course in time before they run on to the rocks (or rather before their poor long suffering customers do).:eek::mad:0 -
Tried emailing Mr Murdoch, got an auto response with the following email address: ExecCustEnq@bskyb.com so I have emailed them.
No response yet but thought I'd list the email address0 -
Tried emailing Mr Murdoch, got an auto response with the following email address: ExecCustEnq@bskyb.com so I have emailed them.
No response yet but thought I'd list the email address
Probably because he was replaced by Jeremy Darroch about two years ago. (you didn't read the entire thread did you?)
you need to email [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]0 -
Probably because he was replaced by Jeremy Darroch about two years ago. (you didn't read the entire thread did you?)
you need to email [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]
Technically correct but I am quite sure that any email sent by a customer to jeremy.darroch@bskyb.com will end up being handled in precisely the same place as an email to ExecCustEnq@bskyb.com0 -
Probably because he was replaced by Jeremy Darroch about two years ago. (you didn't read the entire thread did you?)
you need to email [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]
I've emailed Mr Darroch twice recently and had both emails bounced back. I never got any telephone calls from Sky either.
I don't think Mr Darroch's department can handle the amount of complaintsI will try some of the other email addresses I've read on this thread.
Enjoying the power and freedom of letting things go.
Decluttering - January 2024 - 89 physical objects, over 700 emails/digital decluttering 🎊 🏅🏅0 -
TheDoolallyDilly wrote: »I've emailed Mr Darroch twice recently and had both emails bounced back. I never got any telephone calls from Sky either.
Did you try using ExecCustEnq@bskyb.com
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