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    way to much time on my hands

    This is a discussion on way to much time on my hands within the Sky Broadband help forums, part of the Sky Broadband help and support category; below is the copy of my email to sky includes problems with SKy TV as well. Simply shows i have ...

    1. #1
      RickyC's Avatar
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      way to much time on my hands

      below is the copy of my email to sky includes problems with SKy TV as well. Simply shows i have to much time on my hands!

      Dear whom it may concern

      Firstly I would like to point out although I am not the account holder
      of the account, I am the account holder’s son and I have been dealing
      with Sky’s broadband customer service team and your TV Technical Support
      and Customer Teams. Therefore I am the person writing the complaint to
      you not my father. I have two areas of complaint one with your Broadband
      team and the other with the TV team. Please could you the reader of this
      email please ensure that both my problems are addressed and if necessary
      ensure they reach the relevant departments of your company.

      Firstly I would like to address the problem with my SKY TV and in
      particular how I was treated by your customer care team in India. On Fri
      23^rd of March our SKY TV came up with the error message that no signal
      was being received. I left the box for approximately one hour to no
      avail. I then performed a connection check and I switched the box on and
      off. I then rang you tech support in India and was asked to perform some
      more tests which I did and they did not resolve the problem. I was told
      then that an engineer would have to be called out at the cost of £65. I
      was unconvinced that the problem warranted an engineer so I told tech
      support I would contact them again if the problems persisted. At this
      point I was told by your tech support team that I would probably need a
      new box. The next day signal was intermittent and I was told the box was
      probably the problem I discussed with my father the possibility of
      getting Sky +. I rang your tech support team and my call was forwarded
      to India, I was told an engineer was the only option and at the cost of
      £65. I was quite annoyed that it would cost this much especially since
      my father has been a loyal sky customer for seven years and never had to
      call SKY with a problem before, and his account has always been paid by
      direct debit and up to date. I asked to be put through to a manger her
      name was Sheeba and I was told there was nothing she could help me with,
      I asked her to route my call back to the UK and she told me to put the
      phone down and ring the same number back because I may get through to
      the UK. I find this statement to be shocking that they do not have the
      ability to pass calls through to the UK. I also told her about my
      interest of SKY + to which she took no notice. During my chat with the
      customer service manager she was quite rude in my opinion and was not
      really able to answer any of my questions. At this point I was becoming
      very frustrated and asked to be put through to the cancellations
      department, I was kept on hold for 10 minutes and then I was informed
      that as I was not the account holder I could not cancel the account. I
      told her this was no problem I passed the phone to my father, she began
      demanding to know why we wanted to cancel (talking to the account
      holder, my father) and raised her voice and then at this point cut the
      phone off.

      At this point as you can imagine I was fuming, and was even more annoyed
      as I had wasted so much time and money on the phone. I then had to ring
      up again and eventually spoke to some one in installations in Scotland,
      he was extremely helpful and asked him to put me through to a member of
      the customer service team in the UK, which he did. I told them about the
      problems and asked about SKY + the operator was honest and told me he
      could not authorize any discount. I was passed along to a manger and she
      apologized about all the problems I had been having and authorized a
      free engineer service call. I asked if she could waive the installation
      charge for Sky + and I would buy a Sky + box. She told me she could not
      do this again I find this to be quite silly that SKY were willing to
      waive the engineer call but not the installation charge for Sky +.

      Once the engineer came round the problem was sorted out in 20 minutes.
      The main reason why I am writing this email is simply the way I was
      treated by your call centre staff in India was quite disgusting and as
      my father is a loyal customer to SKY, they have simply not shown me the
      level of service I expected from a highly reputable company such as yours.

      The second problem I would like to address is the purchase of a wireless
      adaptor from Sky to be used in conjunction with my SKY Broadband. There
      were no problems with installing the broadband, however when I returned
      home from university on the 21^st of March. My father told me that
      broadband should be set up by the next day, however I did not have a
      wireless adaptor for my computer. I told my father this and as he works
      from home we would both be in need of the computer and only one would be
      connected to the internet. I rang sky that evening I was told I could
      purchase an adaptor from them at the cost of £25 plus p and p. I told
      the operator the need for it was urgent he promised me it would be
      delivered in 5 working days by royal mail and that there would be no
      need to sign for it. I told him that was great and I expected my adaptor
      to arrive on the Tuesday 27^th of March. It did not. I waited until
      today the 28^th of march and rang up your team. I was again kept on hold
      for 10 minutes and another 10 minutes while she tried to look up my
      order on the system she then informed me that it had been passed to
      parcel line today. I asked why had it taken a week to pass the order to
      the delivery company and why had the delivery company had changed I had
      been told it would be royal mail. She told me that it was not her fault
      that sky had changed Delivery Company and it was 7 working days for
      delivery. I told her that was not what the original operator had told me
      on the 21^st of March. I then asked why sky had not as a curtsy rang me
      told me about their delivery company problems and it would take 7 days.
      She could not answer and simply told me that any complaint I had would
      have to be in writing. Again, at this point I did not feel like I was
      treated as I should have been as a customer. This is the 2^nd reason why
      I am writing this email to you today.

      Overall I feel that some employees that have been representing your
      company SKY have not treated as a loyal customer, and due to this reason
      I am writing you this email. Before last week my opinion of your company
      was of a 1^st class company this has now been lowered and I simply dread
      the next time I have to ring you. Not only for the fact I may receive a
      poor level of service by some of your representatives, but also the many
      menu’s I must get through to simply speak to an operator. I also
      suggested to my father that we should look to move to sky talk and
      combine all our services for the price of £26, however after my
      experiences with your company over the past week, I will not be
      recommending this to my father now!

      Regards,

      Ricky


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    3. #2
      Gaztops's Avatar
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      Re: way to much time on my hands

      My wife managed to cancel Sky+, even though I'm the named account holder. Just shows you how poor the level of customer support really is.

      Good luck with your letter.

    4. #3
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      Re: way to much time on my hands

      Quote Originally Posted by Gaztops View Post
      My wife managed to cancel Sky+, even though I'm the named account holder. Just shows you how poor the level of customer support really is.

      Good luck with your letter.
      thats really bad your wife could do that.
      yes i know scotland is in the Uk but i was trying to get across that i wanted to stay in the UK

    5. #4
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      Re: way to much time on my hands

      She just told Sky CS my password and Hey Presto.....cancelled. As easy as that.

      This is proof that it all depends on who you talk to, to what kind of support you get.

      Cancelling Sky+ was a walk in the park, no fuss what so ever, but bare in mind, if you really like Sky TV I would reconsider using the cancel technique as a bargaining card, Sky may just take you up on the offer.

    6. #5
      RickyC's Avatar
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      Re: way to much time on my hands

      yes, i totally agree especially in my area its sky or nothing!

    7. #6
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      Re: way to much time on my hands

      My area is the same, it's either Sky or nothing, my wife chose nothing.

      I don't have a TV aerial, so we don't even have access to freeview channels.

    8. #7
      RickyC's Avatar
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      Re: way to much time on my hands

      got a reply how class is this

      Thank you for your e-mail addressed to James Murdoch which has been passed for my attention.

      I was concerned to learn of the negative experience you had when you contacted our call centre regarding your account. I hope that you will accept my apologies on behalf of Sky for the unsatisfactory service you received.

      All members of staff are expected to be helpful and courteous in dealing with customers and a considerable amount of time and resources are devoted towards implementing effective training programmes accordingly.

      We want all our customers to get the best possible service and clearly this has unfortunately not been your experience. I can assure you that this is not typical and we will be addressing this matter with the appropriate personnel in an attempt to ensure this type of incident is not repeated.

      I note your comment with regard to the installation cost of Sky+. There are offers on the system for a free service call but unfortunately no offers to allow us to book a free installation. The system will automatically charge if there is no multiroom booked. However should you wish to go ahead and purchase the Sky+ system with the installation I will apply a credit of 60.00 to your father's Sky account as a gesture of goodwill.

      The Broadband section of your enquiry has been forwarded to our Broadband team for resolution and you will be contacted by them directly.

      Should you require further assistance please contact me and I will be happy to help.


      Kind Regards

      Beverlie Bethune
      Customer Liaison Consultant

    9. #8
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      Re: way to much time on my hands

      That's a good result.....nice one

    10. #9
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      Re: way to much time on my hands

      Writing long emails is very much worth it! Though i am bloody still waiting for my wireless adaptor which should have been here today! GRRR
      i feel another email coming on!

     

     

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