| Complainant: |
Mr M Roberts |
| Town/City
of Residence: |
Oxford |
WE HAVE BEEN SKY CUSTOMERS FOR 11YRS,
UPGRADING AS AND WHEN NEW EQUIPMENT CAME ALONG.
* Installation of equipment 15-10-02
* TV Banking found to be not working. Spoke to Customer Services
on 17-10-02 regarding this problem. I was told that the Customer
Services operator could transfer the details from one Sky card
to the other as we spoke. It would probably take a couple of hours
to take effect.
* 18-10-02. Still no TV banking. rang Customer Services again.
Was advised that previous information given by Customer Services
was incorrect and that I would have to contact HSBC Bank to amend
details of new Sky card.
* 20-10-02. Various channels are unavailable on new Digibox or
picture freezes or becomes pixelated.The original digibox is unneffected.
reported this to Customer Services who said that they would attempt
to resend new firmware.
* Contacted HSBC Bank to arrange for Sky banking to be transferred
to new Sky card on about 30-10-02.
* It did not work, also discovered Sky Box Office not available
on new Digibox.Reported this to customer Services over the weekend
2/3-11-02.They said that an engineer would be sent on 07-11-02.
* 07-11-02. Engineer called, he diagnosed a faulty LNB. Overheard
clearly complaining he would not be paid for this call as he had
not repaired equipment. Said he would order LNB for following
week. Sky link found to be not working that evening. RF connections
connected back to front obviously from call as it was working
prior to engineer coming.
* 12-11-02. Engineer called to say he was on his way. When asked
if he had Lnb he said that one had not been ordered and said that
there was no point in him coming. He ordered one for 14-11-02
* 14-11-02. Engineer arrives with new LNB, which failed within
minutes. He suspected Digibox had blown LNB and replaced Digibox
with older model. He arranged for new LNB on 19-11-02.
* 15-11-02. Sky link not working at all. Found RF1 & 2 output
not working at all. Main TV Digibox only working through Scart.Sent
email to Sky Digital@bskyb.com detailing current problem. This
email was not acknowledged.
* 15-11-02. 1800hrs rang and made complaint to Customer Services
unable to speak to anyone in authority. Requested replacement
Digibox when engineer calls on 19-11-02.I am now extremely frustrated
with the whole thing. Why can I not speak to any one other than
a customer services operative? Customer services now appear incapable
of sorting problem out for me.
* 19-11-02. Engineer rang to say he had not got a LNB and was
not coming.
* 19-11-02. A number of calls to Customer Services we are now
tired of constantly repeating problems back to Sky. Promised that
someone would call us back. This did not happen so rang again.
Total of 4 times today. An engineer is calling on 22-11-02.This
means making more arrangements for someone to be in to receive
engineer.
Engineer called on 22-11-02 without an Lnb. When he left system
could only receive about 4 channels.Spoke to customer services
that evening . Assured engineer booked for Monday with Lnb and
that a superviser would ring back Monday also.
* 25-11-02. Engineer rang to say he would be
here between 2 and 5.At 4.40pm rang to see where he was,was told
he could not make it now call resheduled for Friday. Lost patience
with operator and had to call back when calmed down. Finally put
through to Ms J who is Technical Support Team Leader Call booked
for Wednesday. We appear to have been at this stage a great number
of times. Also superviser who was promised to have called back
did not at any point during the day.Have spoken to Finance compay
who say they are unable to intervene. Customer Services do not
appear to prioritise any calls bearing in mind how long we have
been waiting.Engineers do not seem to be interested if they can
not do the job they will not get paid for it
Link to other SKY complaints
=================================
I had sky instaled on the 7th of
december 2003. it cost me 1.00 the salesman on the
phone told me it would cost me 25.50 per month as i had cable tv
for 26.00 per month. i dont know what you teach your con men of
salesman but you do not get what they say, you have taken 76.00
out of my bank with out my consent.I am not happy with the way I
have been delt with I do not like your product and the standard
of your service I have recieved.
Christopher Ullyart ... 7 January 2004
------------------------------------------
A direct debt was taken from my new bank account
on the 17th of December for November, i was charged
from my bank. the payment in question was paid by debt card on the
5th of December, i phoned customer services they told me to send
the letter from my bank to Sky and they would refund me with the
charges as it was an error. All the rest of my direct debts have
come of as they on the 24th. i received a letter saying that i am
not getting my refund now.
I am totally disgusted at the way i have been treated and am not
happy at all with the way this is been dealt with, i would be grateful
if the matter was looked into properly and i would like my charges
to be refunded as soon as possible. AS it was an error by Sky you
should stand to yuor promises and refund me with my 30. I look forward
to hearing the outcome of this very soon. Mr Steven Cartledge
... 14 January 2004
-----------------------------------------------
We have been a Sky customer for many years
and had Sky Digital installed approx. 3-4 years ago.
It all worked perfectly well until December 2002 when my husband
and myself were on holiday and my daughter was at home. When we
got home my daughter informed us that she could no longer book out
any films on the pay to view channels since the message on the screen
said that no credit was available.
I telephone Sky and was told that they could not download the payment
via the telephone. To cut a very long story short, we have had numerous
Sky Engineers call, the Digibox taken into the work room and a replacement
Digibox installed, we have had BT rewire the inside of our house
and have even had Sky+ installed, but, no we cannot book out any
films or play any games using the telephone connection.
We have done numerous System Tests and each time, correctly, on
screen the message read 'telephone line busy'. But, as soon as we
go to book out a film, we get the message 'no telehone line connected'.
This is utter rubbish and I would love to hear from anyone with
the same problem and whether it got resolved. Sky are not interested
(only in the monthly subscription). BT blaim Sky and SKY blaim BT.
Someone must be right. Please help.
Pam Hibbert ...22 January 2004
------------------------------------------------
I have just received a bill from
sky box office for five pay per view viewings, first
four dated august 2000, one dated November 2003.ther must be a limit
to how far you can go back what happened, they forget and stick
it on three years later. Mark Brooman ... 25 November 2003
----------------------------------------
MARK BROOMAN - SKY CUSTOMER SERVICES EMPLOYEE
HERE. Remote control
Pay Per View can only be charged when the telephone line is connected
to the Sky Box. You have obviously had your telephone line disconnected
for the vast majority of the period between Aug 2000 and Nov 2003.
And no, if you watched the films, you pay for them. No matter how
long it takes. Just be thankful you are not being charged three
years of interest.
Anon ... 21 January 2004
----------------------------------------
26/11/03. No Signal being received.
No adverse weather conditions.
Call No.1 @ 15.00hrs. "Your call will be answered in 1 hour
3 minutes"
Call No.2 @ 19.07hrs. "Your call will be answered in 31 minutes".
I waited 15 minutes then put the phone down.Why should I suffer
large phone bills. This has got to be the worst service in any service
industry.In the meantime I am paying for a non existent service.Goodbye
to Sky & hello cable.
Gillian Quirk .. 26 November 2003
---------------------------------------
I paid 200 on the 1st of december to have
sky plus installed on the 8th of december.
I received confirmation by email and by post of this date.
On the morning of installation an engineer called me to say he would
be with me between 3pm and 6pm. At 7pm still no engineer had arrived
so i telephoned sky and they told me i would have to arrange a new
installation date the 10th of january. Basically what they are saying
is i have to wait another four weeks through no fault of my own.
Absolutely disgusting.
Miss Nicola Richman ... 9 December 2003
---------------------------------------
Arranged to have Sky + installed given date
of 9th December 2003. YET AGAIN Sky failed to keep
appointment. Pathetic excuses. SHEER AROGANCE
Andrew Neil .... 9 December 2003
---------------------------------------
We are in a situation where
we cannot get terrestrial TV so are at the mercy of Sky ... Read
on here N McClure .. 12 December 2003
-----------------------------------------
---------
Is SKY not accountable to any other
organisation which monitors their standards of service?
Doesn't the government have a broadcasting moderator?
Anon..17 December 2002
-------------------------------------
SKy is threatening to take me to court for
not signing the interactive discount agreement. On the other hand,
they've been bullying me for cost of installation & equipment.
I ordered the package over the phone (more than a year ago) and
was not told about the interactive discount services before the
dish and box was installed. Can anyone help? Olu Elu ...8
January 2003
-------------------------------------
This is just Very poor service.
I think SKY have the captial to make a policy to replace everything
when a customer has a problem with the service. It can only be one
of two things. Box or Dish. Change the m both sky, make a custoemr
happy and then spend your time not customers working out what the
problem is. Sky we are people who keep you alive. So look after
us. Big giants can still die.
John Gaskell... 9 January 2003
-------------------------------------
To whom-so-ever it may concern, I
would like to make an official complaint about the service being
provided by B SKY B .
Click here to read M. Parkin..
23 February 2003
-------------------------------------
Customer services are the derth of the early
21st Century. Once companies begin to realise that
custers are who keep them in business, they will have to resort
back to speaking to them with people who know what they are talking
about!!
I had a similar problem to your with BT - getting past customer
services is impossible, plus customer services do not have a CLUE
how to help you most of the time G Kendall... 20 March 2003
--------------------------------------
I have just rang sky because for some reason
we are not receiving sky one. We did all the usual
checks before ringing them e.g making sure it was connected proparly.
After listening to a recorded voice for 5 minutes we were told our
call should be answered in approx 72 Minutes. After 10 minutes the
recorded voice told us that our call would be answered in approx
72 minutes. But hang on I've already been waiting 10 minutes so
shouldn't that be 62 Minutes. I nearly choked on my tea. This really
is taking the mick. Don't the have an obligation to answer a call
within a certain time limit? Or do they think we like running up
our phone bills just for the hell of it.
Mrs Janet Sedgwick... 5 June 2003
--------------------------------------
My question, how does one get to speak to
anyone regarding getting an engineer to call and
put right my television, video and DVD engineer came to update to
Sky digital neither DVD OR VIDEO has worked correctly since
Irene Quigley .. 26 August 2003
----------------------------------------
Mr Roberts you can not put an f connectors
on backwards and if the rf1 does not work a link
so that would not work if the rf2 does not work contact pace grundig
amstrad or which ever make you have that not skys fault they dont
make them and i cant blame the engineer moaning most of them r self
employed and if u work im sure would not go for nothing you must
think people have money to chuck away. Michelle Churchill
.. 5 October 2003
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