Is this a future omen for Sky?

matthewking26

Grrrrr. We ordered Sky through quidco, figuring £130 cashback for £16 a month = not too much money for lots of telly for OH on maternity leave.
The engineer was due today between 8am and 1pm. 11am a sky van drives past the house.
Come 1pm I ring Sky on an 0870 number (kerching) to ask why the engineer hadn’t turned up, only to be told the engineer came to the house but nobody was in. This obviously came as a shock to my partner who’d been sat waiting for the engineer to arrive.
And then they mentioned the best part. The engineer had arrived, tried to ring us, got no answer and then drove off to his next job without knocking on the door.
When I asked why they didn’t just knock on the door, the answer was “I don’t know, I’m not an engineer”
I asked what phone number they had, and somehow they’d missed off the last digit so the number was one digit short, no wonder we didn’t answer the phone call.
So the callcentre chap tried to ring the engineer, who hung up on him instead of answering.
So we’ve had to reschedule installation for Friday and hope they hold onto the correct phone number this time.
Is it too much to expect people to knock on your door when they arrive at your house instead of just driving straight past whilst trying to ring you on the wrong number????
Is Sky this incompetent generally or was this just bad luck on our part?

pinkshoes

lol maybe the sky man used to work for one of the courrier companies who frequently do the same!?!

Customer service for many companies seems to have gone downhill in the last year or so, although to not be able to recognise that a number is one digit too short would require a real numpty! Perhaps their recruitment standards have slipped??

iainkane

Hi mate i feel for you, but yes this is the level of service you can expect from sky. If only we could get virgin, and they still had sky one i could move, but their tv is the best...grrrr

One other thing, their CS is absolutely shocking!!!

mspig

I have great viewing service and customer service from sky for years but i agree with you on the engineers.

Our box broke so they had to send an engineer out with a new box to fit between 8am-1pm at 1.15pm i rang them up who contacted the engineer who said he was delayed but would be there between 2-5 pm which came and went so i rang again and was told the engineer was still delayed, but would be here soon so we waited and waited until it was about 9pm before the engineer arrived and then he realised he only had a sky+ box on him, so i rang the customer services who rang the engineer and told him to leave that box. He then decided he didn't have a control for the box so we couldn't have the sky+ box.

We ended up with our new box a few days later a normal one. The engineer also just turned up on both occasions in his own car not sky van.

We did get our money back for keep having to ring them up to chase the engineers though.

reehsetin

we had to call out an engineer 4 times within 2 weeks, they did ring the door bell they arrived on time etc but only the last one figured out the blumin problem,

FortyWinks

matthewking26 wrote: »

Is Sky this incompetent generally or was this just bad luck on our part?

I can only speak from my experience with Sky and I have to say they have always been good to me.

It is rather frustrating I know but sounds like you had a rogue engineer who didn't give a damn about his job. Perhaps he just wanted to finish early that day and thought Sky customer service could deal with your complaint if he just said he tried to call you but couldn't reach you! These types of people forget they are representing the company that pays their wages!!

I'm sure your service will be much improved from here on in.

RadoJo

To be honest, I wouldn't be surprised if he didn't call you at all - a very old trick to read out the right number but either with a digit missing or transposed which makes you feel as though it could just be a tiny error on the part of anyone involved BUT the engineer. Not that I am saying this is what happened, but I can't really understand why he wouldn't just knock on the door if the phone number was giving an error message!