People who work for sky - some info please!

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Soldato
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My mum n Dad have had Sky since the very early days (with the 16 channel amstrad box, which had about 8 foreign channles and 6 english!) They then stuck with them to "modern" sky, upgraded early to Sky+, then sky HD (early uptake).

They basically been customers for probably sommat silly like 16 years. Their HD box is out of warranty now, and is giving them issues with freezing and locking up - its the first gen HD boxes.

Sky want to charge them £65 for an engineer callout, despite them paying £55 a month subscription. I told the old dear to haggle but they said they wouldnt budge, in fact they were doing her a favour. I suggested she leave, but they do not want to be without their TV.

If they left, and took out a new contract (eithe over the phone, or with a random deal blokey on the high-street - would they be able to get a new contract and new box?

Any tips - i really dont think they should pay when they spend so much with them.
 
Similar thing happened to us.

My Dad has been with them for a silly number of years and it was a silly call out charge and then the price of a new Sky Box if it was broken.

My Dad ended up buying a new Box from else where, no problems since.
 
Exactly what's happening to us at the minute. We're considering leaving for a few months, then taking advantage of the 'new customer' free Sky HD box. I think it's disgraceful they treat loyal customers like this when we've had HD for 4 years and sky for about twice that.
 
Dont work for Sky myself but my OH does part time. Her advice is:

Say the account is in your mums name? Ask her to phone them and cancel the contract completely, she should claim they're seperating and wants to cancel due to this.

Your dad then calls up says your mums taken the equipment and left and he wants to set up a new contract under his name at the same address, this will then qualify him as a new customer entitling him to all the benefits of a new customer including a new box. ;)

Apparently this is quite a common practice to those in the know, a loop hole so to speak allowing you to side step this £65.00 call out charge. Their sales department will gladly take up the call and set it all back up even using the same bank detail for the direct debit :)
 
What Sonea says sounds good. Personally, i would say talk to the cancellations dept and see what they say, i put a post about this sort of thing a while back and my experiences, the guy wouldn't budge at all on wanting £65 call out and also i would have to upgrade the package by £5 per month for my mum as her old sky box was constantly freezing or losing signal, or i could have a new box fitted on the same contract for £150'ish with no contract upgrade.

Spoke to retentions/cancellations and told them to cancel my mums contract @ £22/month (which i pay for) and while they were at they could cancel my HD contract @ £55'ish per month as i was appalled at the tactics employed by the previous guy (if my mum had phoned up she would have paid the cost!). They asked why and i explained what the guy was telling me. The lady i spoke to was very helpful and mentioned she would speak to the guys boss (not sure if that happened), she could see i was a long standing customer and was more than happy to send out a new box with free installation on a sunday morning (the guy who came out replaced box, dish and wiring) with no fee or subscription upgrade.
 
Definitely the way to go is to speak to the cancellations department. They actually have some room to try and keep customers, the tech and sales departments have none.

I actually managed to blag sky sports half price for 6 months a few years back - they had a deal on for new customers, so I called cancellations/retentions and asked what my loyalty bonus was for being a long-term customer. They seemed a bit surprised, but to their credit they gave me the same new customer deal.
 
Mate threatend to leave if they didnt give him a free HD box (had SD box) third person he called said yes !!
 
thanks folks. TUrns out the old dear did tell them what she thought, and they have agreed to waive the £65, but good advice none the less.
 
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