Sky Complaint - Result!

Phil W

Phil W

Phil W

Soldato
Joined
19 Oct 2002
Posts
9,974
Location
Jupiter
I've always been led to believe that Sky are a waste of time when it comes to customer service.

I signed up for Sky last week, and the installation was due to go ahead on Friday 2nd, which never happened.

Long story short it involved frequent phone calls throughout the day, and lots of waiting around for an installation that never occured.

Following a 2 page letter, i didn't really know where to send it, so i googled it. Some searching later i found the email addresses for the CEO and Customer Complaints Manager, which were both CC'd in on the email.

Given it was Saturday that i sent the email, i wasn't expecting a reply until at least the end of this week, but i got a reply at 9am this morning, offering me a free 6 month upgrade for two additional Entertainment packs and both of the movies packs.

Pretty good considering i only wrote an email! I think i would be a fool to believe Sky customer service is always going to be this good, though :rolleyes:

Phil :)
 
It always pays to complain. Something we should be doing a lot more given the amount of shoddy service that is out there!
 
It does pay to send complaints to the top if you can. Nice one. :)

When are they coming to install now?
 
That is a right result!

When we had it fitted could not complain abut the service at all.

Slightly off topic, we now want to add sky multi room, any one know if it is possible to get a free HD box??
 
simulatorman said:
It does pay to send complaints to the top if you can. Nice one. :)

When are they coming to install now?
Click to expand...

This Friday.

I have googled the company that were supposed to come to do the installation, but the reviews are not coming back as very positive, so i have also specified that the same company do not come to install!
 
They are pretty good.

When I was supposed to get Sky multiroom installed the 'engineers' never turned up, so I rang Sky and they gave me Sky + multiroom for free.
 
When we had HD installed they came at 8am when we were still in bed, despite the "window" being 9am-5pm!

Originally they told us it would be SIX weeks before they could send the engineers around again, so I told them to take their service and stick it somewhere, and cancel everything we have (they were due to install multiroom, so they'd have lost a household already giving them ~£70/month).

They soon changed their tune, and offered me installation the next day! :D
 
It took them 8 weeks to install my sky+ and multi-room, on 3 occasions they tried to install at the address that I had first had sky in about 10 years ago and had long since moved from, they always sent my bill and instalation letter to the right address though. Each failed delivery led to a re-order, where I could not get a free box as i'd already had one on the cancelled order. (long arguement before agreeing I'd never got the box each time). Then had to wait for my money to be slowly returned for the cancelled orders, I think at one time I'd paid about £450 and had nothing done.

Had to cancel my entire sky, at that point the guy at cancelations said "I can sort this out" and he did within the next 5 days, sky fitted, money returned.

Lots of the staff are clearly useless and others useful.
 
It's not really that amazing, it's not really going to cost them anything and it's giving you a damn good outlook on their brand, ie your more likely to recommend them and get them more business. Pays to complain though, always does.
 
Any chance of you posting that address/email address you found.

I imagine it would be quite helpful to a couple of us here if anything happens :)
 
What email did you send it to?

I ordered my sky over 2 months ago, the engineer came out and did not have the correct bracket he needed. Ive called about 8 times to be told the engineer will get back in contact but heard nothing.

So would like to email in a nice letter of complaint
 
It's a very clever compensation too, giving you extra stuff for free that you had obviously already as assessed as not of good value to you and yet hopefully at the end of those 6 months you'll wish to keep some or all of those packs and so Sky will be making more money from you after that point than they would have done had your installation just gone according to plan. :p
 
Installed today.

Same company came as per first "installation" even though i specified them not. They probably wondered what was going on as i was watching them like a hawk all the way through the install!

Went ok apart from them not being able to get the Remote Control tuned in to the TV, even Customer Assurance couldn't find me the code, after half hour of googling i found it eventually.

I emailed;

[email protected] - Customer Complaints Manager
[email protected] - CEO
 
You must log in or register to reply here.
Back
Top Bottom