Sky frustration - who else has experienced poor customer service?

1kiwi

1kiwi

1kiwi

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Hi guys - before I start my rant I want to state that I am happy with the service that I receive and assume that like all companies there are good and bad representatives.

Today I called call to enquire with regards to the process for moving my account and also the price for some new services that I have been thinking about. Currently we have the Sky SD package with 6 mixes, full movies and Sky talk.

Essentially I want to setup the following:

Sky line rental
Sky HD+
Sky entertainment mix
Full Sky movies
Sky talk unlimited package

Upon discussing the above, the call representative informed me that the total installation fee was £139 - now at the start of call I informed the representative that I wanted some sort of discount to reflect the fact that I had been with Sky for 2 years and that I was staying with them. He simply stated that their prices were the same for everyone whether you were a new customer or someone who had been with Sky for 5 years. He then promptly asked me for a credit card so that I could pay the total installation fee.

I just find this attitude really counter intuitive. Has anyone had a similar experience?
 
What Ive done in the past:

"Ok thank you very much, please put me through to your cancellations department, I will investigate my options with Virgin Media".

Then haggle with the cancellations rep. Sales guys have a set mandate which they cannot stray from.
 
Sound. Bear in mind that of late, Sky have not flexed much in terms of freebies when renewing contracts etc.

I certainly tried when signing up to Sky HD+, but could not even squeeze one penny off them when upgrading to Sky HD+ since they now have a 3 month backlog of orders apparently and they're getting a lot of business as it is.
 
£79 + £30? I signed up for £49 + £30 on the website as you indicated.
I think that is the going rate really. And tbh, its not too bad considering.

da mic 1530 - Presumably you work for Sky? May I ask in what capacity? Cheers :)

And good luck beh!
 


It's the one off costs that I'm concerned about. I don't usually get angry about this stuff but essentially their logic is as follows:


  • New customers get a better deal so that Sky can competitive within a duopoly
  • Existing customers that want to stay with Sky and change their services (essentially paying Sky more per month) are not entitled to a new deal because they have already had one
Now if you apply the above logic in a more competitive market such as mobile phone companies then i would assume that allot more customers would switch once their contracts were up.

I guess it just sucks from my perspective - i want to pay them more per month but they insist that the fact that i have been with them for 2 years does not entitle me to the same deal as some nub off the street.

The funny thing is, i sent a friendly mail to Bethere informing them that i was changing address and then knocked my unlimited package down from £17 -> £12 a month.
 
beh* said:


It's the one off costs that I'm concerned about. I don't usually get angry about this stuff but essentially their logic is as follows:


  • New customers get a better deal so that Sky can competitive within a duopoly
  • Existing customers that want to stay with Sky and change their services (essentially paying Sky more per month) are not entitled to a new deal because they have already had one
Now if you apply the above logic in a more competitive market such as mobile phone companies then i would assume that allot more customers would switch once their contracts were up.

I guess it just sucks from my perspective - i want to pay them more per month but they insist that the fact that i have been with them for 2 years does not entitle me to the same deal as some nub off the street.

The funny thing is, i sent a friendly mail to Bethere informing them that i was changing address and then knocked my unlimited package down from £17 -> £12 a month.
Click to expand...

Fair comments.

Its a bit like insurance really. Once they reel you in, you will often find that insurance companies wont offer competitive deals 12 months on to existing customers and you're better off finding an alternatve insurance provider.

This is true even moreso for Sky since as you mentioned they are in a duopoly with Virgin, so as such there isnt a whole load of choice to change to.
 
Yep - you hit the nail on the head. However, insurance is viewed as a necessary and vital service. Sky/Virgin are not.

Anyways, the answer is simply. Get my girlfriend to sign up instead?

da mic - whats your view mate?
 
with all due respect its like this with most things these days, mobile phones, landlines, gas, electric, insurance etc etc i wouldnt necessarily complain about sky, i suspect virgin are the same.

re one off costs - so theres an extra £49 for setting up sky HD is that what we're talking about? if so have you taken into account things like setting up hardware to enable the new stream, the increase in satellite bandwidth etc? i have no idea about the technical side but im sure it probably costs them more somewhere along the line.
 
Dont know about you.. I need my Sky TV :D
But seriously yes your point is correct, but Im just talking about it from the perspective of the choice of services on offer (rather than how urgent the service is required).

Obviously Sky/Virgin are not vital services as you mentioned and another choice in this duopoly would be no sky/virgin.

And your recommendation to get the gf signed up is a valid one I think, I have heard many a people doing that when they wanted to renegotiate a new contract.
 
neil_g said:
with all due respect its like this with most things these days, mobile phones, landlines, gas, electric, insurance etc etc i wouldnt necessarily complain about sky, i suspect virgin are the same.

re one off costs - so theres an extra £49 for setting up sky HD is that what we're talking about? if so have you taken into account things like setting up hardware to enable the new stream, the increase in satellite bandwidth etc? i have no idea about the technical side but im sure it probably costs them more somewhere along the line.
Click to expand...

Swings and roundabouts mate.
Sky could offer the boxes and installation for free, but they would still make cash on the hip from subscriptions.

Similar to mobile phones etc, higher monthly tarrif, more mins/texts/better phone.

I admire beh's attitude, its not about what it costs Sky. Its about maximising the pound in your pocket and its exactly what I would do. It doesnt hurt to haggle or negotiate :)
 
neil_g said:
with all due respect its like this with most things these days, mobile phones, landlines, gas, electric, insurance etc etc i wouldnt necessarily complain about sky, i suspect virgin are the same.

re one off costs - so there's an extra £49 for setting up sky HD is that what we're talking about? if so have you taken into account things like setting up hardware to enable the new stream, the increase in satellite bandwidth etc? i have no idea about the technical side but im sure it probably costs them more somewhere along the line.
Click to expand...

Your sort of missing the point i think - i think paying £49 for the hardware is reasonable but as i have been with them for 2 years and would essentially have to sign a new 12 month contract, i think it's only fair that i get the same, if not better deal than a new customer. It's business 101, tack care of your existing customers.

The point of this thread is to check if this is normal for sky/virgin or if not - how others have got a better deal :)

Also your point around cell phones is not entirely valid - the amount of times i have heard about some of my collenges and friends calling up around the 12 month mark (on a 18 month contract) and not only renegotiating a cheeper deal but also getting a brand new cell phone free.

Cavallino said:
Swings and roundabouts mate.
Sky could offer the boxes and installation for free, but they would still make cash on the hip from subscriptions.

Similar to mobile phones etc, higher monthly tarrif, more mins/texts/better phone.

I admire beh's attitude, its not about what it costs Sky. Its about maximising the pound in your pocket and its exactly what I would do. It doesnt hurt to haggle or negotiate :)
Click to expand...

Thanks mate - i think as above i might have to get my girlfriend to sign up.

Again - i really don't worked up about this stuff - but £90 is allot of money :D
 
da_mic_1530 said:
Think that one of cost is the cost of the HD box to be honest, unless I'm reading it wrongly..., that said it should currently for new customers be

Sky £15
Sky + £30
Sky HD Free

Then the phone and broadband of the top of me head can't recall



always go for the new customer deals
Click to expand...

Sent a reply to your email - thanks for your help so far mate.
 
beh* said:
It's business 101, tack care of your existing customers.
Click to expand...

youd think so wouldnt you but unfortunately this isnt the case. business 101 appears to be at preset:

1) lure in customer with cheap deal
2) slowly increase charges to said customers
3) only do something about them complaining when they threaten to leave

for example up until 6 months ago i was with orange. i had been for 11/12 years? i was paying twice as much on my contract than other people so contacted them to try and sort something. they could offer me nothing to match the other companys and would not upgrade my 2yr old phone. but as soon as phoned them to tell them i was leaving them for O2 (6x the amount of anytime anynetwork minutes and texts for the same amount of money plus a free SE C905) they offered to half my monthly charge.

now i have got what you are talking about, you are right it is a joke.
 
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